I took a walk recently through our Personal Lines Operations, Claims and Claims Legal teams at our East Regional Building. They’re working to improve processes, and using Lean techniques to identify and eliminate waste, improve speed for customers and reduce costs. This wasn’t just any walk. It was a Gemba walk – a specific term […]
Read MoreAcross our country, people from all walks of life are speaking out about the terrible and racist demonstrations that took place in Charlottesville, Virginia last weekend – and the tragic violence that ensued. There are many emotions – anger, sadness, fear, futility and more. I’ve felt those emotions. The American Family Insurance community has. I’m […]
Read MoreHere’s a question that can make some of us uncomfortable: How can your work be customer-centric when you don’t have direct contact with customers Are you like me? Do you sometimes struggle to connect the dots between day-to-day work/decisions and customer needs and wants? I know I do. I think this is a common struggle. […]
Read MoreIf you’ve worked with me, you know I not only have ideas, but I have passion for those ideas. Much earlier in my career, I found my voice, after being guided and coached by a mentor – Darnell Moore. I’ve found Darnell’s advice valuable over my career, and I really think it has allowed me […]
Read MoreIn today’s world, we all have plenty on our plates. Between meetings, phone calls, email and project work, it’s easy to feel overwhelmed. And customers have a lot on their plates too. They are dealing with changes as well. That’s why it’s more important than ever for leaders to empower their organizations to act, and […]
Read MoreI recently traveled to Colorado with my family for a long ski weekend. On the trip home, we paid $110 to check four bags. And, despite having no connections, three of those four bags didn’t show up. Have you experienced this, too? It made me wonder: Is this airline at all concerned with customer value? […]
Read MoreLeaders lead. And they follow. These sentences sound contradictory, right? After all, we’ve all been conditioned to view leaders as … those out in front, those leading change, those making things happen. We have the context of historical leaders with tremendous personal will and courage. I’ve written about leadership and courage before, so it does seem […]
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