The Management Training Tool Kit

71

Case 14

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Pain in Claims

Background Information

Sandy Jones supervises a clerical and secretarial pool of eight employees at the

American Standard Insurance Company. Her group is responsible for typing and fi ling

the insurance claims and registrations for Standard’s customers in the South ern region.

It is high-volume work that, although requiring speed and accuracy, is often tedious.

Sandy is proud of her unit because the members get the work done well. Generally,

Sandy enjoys her job and likes the people she works with. Most of her subordinates are

young women who recently graduated from high school, some from the same school.

By and large, ...