Chapter 9
The Tour
As we walked through the hallways to the industrial claims processing area, I had an unexpected feeling of excitement, like a kid at a birthday party about to unwrap the big gift. Jennifer had presented a really good case for Operational Excellence. She explained the need for flow, how to create it, and even discussed ways to identify broken flow and empower the team to repair it. It all made sense, and now I was looking forward to seeing it in action.
Just before we set foot in the office, Jennifer stopped us and said, “Let me give you a quick overview of what you’ll see on the tour. Generally speaking, we’re going to follow the flow from when a claim is initiated all the way through to the last step before it goes out to ...
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