GIVING PEOPLE OWNERSHIP OF THEIR OWN WORKLOAD.
Claims Administration - Regency Warranties
THE SITUATION:
A high volume of administration and paperwork was building up in a claims department, to the point where work was at risk of being missed.
THE CHALLENGE:
Focus: Outstanding work had no visibility - there was no way to see what needed doing most urgently until it became a problem.
Systems: Everyone worked the same fixed way, regardless of what suited them, with no system for prioritising the growing backlog.
People: The department had several tiers of role and responsibility, and people naturally worked differently - some thrived multiple tasks, others did their best work focused on one thing at a time. The existing process didn't account for either.
THE APPROACH:
Created a visible "wall of trays", each holding a different type of outstanding work- so the volume of work, and what was piling up, was visible to everyone at a glance. Rather than being assigned tasks, each administrator chose how much work they could realistically complete in a shift, logging what they finished. This gave people control over their own workload and the ability to choose tasks that played to their strengths, while logging kept everyone accountable.
THE OUTCOME:
More work was completed overall than under the old system, where everyone was simply given the same tasks. Giving people ownership - rather than instruction - meant they took on more, not less. Outstanding work stayed visible and prioritised instead of quietly building up, reducing the risk of anything being missed.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
Contact us today!
Send us a message to get answers to any of your questions and we will get back to you within 24-48 hours or as soon as possible.
Emma Baker: FOCUS
Copyright 2025. Winscombe, England. All rights reserved.