Case Study 15. 1: TRANSACT INSURANCE CORPORATION
Steven L. McShane, University of Western Sydney, and Terrance Bogyo, WorkSafeBC
TransAct Insurance Corporation (TIC) provides auto insurance throughout the southeastern United States. This past year, a new leader was hired by TIC's board of directors to enhance the company's competition and customer satisfaction. After spending many months assessing the situation, the new director introduced an organized plan to enhance TIC's competitive position. He also substituted three vice presidents. Sean Leon was hired because vice president of claims, TIC's largest department, with 1, 500 workers, 50 says center managers, and your five regional administrators.
Jim instantly met with all claims managers and company directors, and this individual visited employees at TIC's 50 says centers. Because an incomer, this was a formidable job, but his strong interpersonal skills and uncanny capacity to remember brands and ideas helped him through the procedure. Through these visits and discussions, Jim found that the statements division have been managed in a relatively severe, top-down way. He could also see that well-being was suprisingly low and employee- management relationships were safeguarded. High workloads and remoteness (adjusters work in tiny cubicles) were two other common complaints. Several managers identified that the substantial turnover among claims adjusters was partly due to these kinds of conditions.
Following discussions with TIC's leader, Jim chose to make comfort and remedies leadership his top priority. This individual initiated a divisional newsletter with a tear-off feedback form for employees to join up their feedback. He released an open-door policy in which any statements division employee could converse with him immediately and in complete confidence without heading first for the immediate manager. Jim as well fought organizational barriers to initiate a flextime program so that staff could design work schedules around their needs. This system later started to be a model pertaining to...