Chapter 6

The Fateful Day

The alarm clock rang with its usual annoying sound, but I was in a light slumber and welcomed the command to get out of bed. I had slept well, but in heavy anticipation of what was to come today. I had to admit: I was excited about what I might discover.

Methodically, I executed my morning routine and headed out the door. I really did not know what to expect that day, but if the department Peyton talked about truly improved its performance, then I should be able to learn some of what they did and implement it at my office.

These people process industrial claims, I thought. That could not be as difficult as medical claims. I was sure we had more clients, more procedures, and—because we dealt with individuals rather than ...

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