Unfortunately there is a lot of fat in HO. They keep hiring process people from other carriers. Their job is to “refine” our claim processes. If they just say “this process is fine and doesn’t need altering” then they’re out of a job. They’re being paid good money to tinker with nonsensical items such as the QA review sheet. There is quite literally no regard for the end user.
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Employees are exhausted. Processes change constantly. I get inquiry calls, always about cars in shops at 5pm Friday. No notes in the file. No one who might know around to take the call, that is, if we can figure out who might know because the process changed! My coworker told me she started pretending - “can you hear me? I can’t hear anyone on the line” and hanging up! Doesn’t help the customer but it’s Allstate’s fault. If we could help customers we would!
“Processes” don’t include speaking to people in a courteous tone and basics like returning phone calls. That’s what is really broken and causing customers to leave. My guess is there are only about 40-50% of our employee base actually insured with Allstate. That alone tells you the value most employees leave at the door when they go work each day. Processes have changed a million times over the years and they will keep on changing. Attitude and work ethic has been the real problem.
We were told the design team doesn't think there is a problem with our process. "There is no issue." Ummmm insureds calling in every single day complaining how we don't know our right hand from our left and threatening law suits. Some are unreasonable demands but most complaints are related to us screwing up a process that doesn't work right in the first place.
You missed a step.
First you need to declare "Transfomative Growth" a rousing success and promote a bunch of dead wood.
...then you can come up with some terrible new process. Bonus points if the plan requires magical thinking.