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At the end of the day, where the rubber meets the road, there is only one thing that really matters; results. Far too often organizations spend far too much time chasing numbers only to be muddled in mediocrity. Call this person, close that file, inspect that vehicle, refer more to subrogation, move the salvage. The list of metrics upon which adjusters are measured goes on and on.  

Certainly, there are tasks that have to be completed. Effective adjusters, managers, and executives know this and don’t need to be asked twice. Herein lies the problem; are the myriad of metrics designed to get results or simply prod marginal staff along?  

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