Lean six sigma expert here. The only worthwhile measure of productivity is whether an organization can retain satisfied customers profitably. It seems like a paradox, but slowing down, taking the time to understand what the customer or next station needs and providing it without errors builds trust - and that trust allows for premium pricing and job growth with it. Cutting costs or forcing clicks without understanding impact destroys the path to the stated goal.
It seems to me that the rank and file people of Optum understand this intuitively and strive to consistently provide value. Too bad its leadership (for lack of better term) has gotten lost in meaningless and irrelevant measures targeting control.
#icallBS
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@idse you are a liar. The points haven’t rolled in years so there is now way you got $400 in free merchandise and only spent $50. #icallbs