June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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87
American Management Association / www.amanet.org
Case 17: Forgetting Claims
Case Discussion:
Forgetting Claims
Summary
Betty Warren supervises the Claims Adjustment Unit for the State Department of Unemployment
Insurance. One central task performed by her unit is the processing of Adjustment Determination
Form (ADF) 1293s. The steps for processing this form include the following:
1. Verifying information supplied in certain blocks
2. Checking the applicant’s eligibility criteria
3. Computing the personal exemption rate
4. Comparing steps 2 and 3, and recording the answer on an attached sheet
5. Making a decision and recording the rationale for it
The Claims Adjustment clerks are expected to complete 15 of these forms a day.
Not long ago, Betty ...
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