Pros
Overall frontline staff are caring and support doing the right thing. Some supervision is knowledgable and balance production, quality, and motivation.
Cons
Computers systems that adjusters use - particularly utilized in growing expansion states are sub-par and obsolete. To manage growth and service - employees need streamlined tools capable of supporting quantity of work that consistently grows. Quantitative data regarding qualitative and quantitative performance is not readily available to front line staff; only nominal data is provided keeping staff in the dark and is handled such that staff somehow are unable to comprehend what is available. Numbers game being played – frequently work load numbers are obscured into different sections – showing only one section as an employees work product to make it appear that they are handling less volume then actually are receiving (on several occasions have requested work distribution and recently received a break down for one month – that showed half of the materials actually worked). Appearances are that either service centers are obscuring information to top management – or top management is not proactive in making sure data they receive is accurate and available to front line staff. Qualitative measurements need taken from an objective third party source - this is open to and frequently manipulated by supervisors to support personal favorites. Growing disharmony and morale in front line staff trying to provide quality service while handling multiple job functions that are not related or cohesive. Finally – adjusters are expected to handle difficult situations and resolve them to satisfaction (which is normal)– however frequently supervision is unavailable or unwilling to support staff on necessary escalations.