On Our Mind…When Quality Matters
By Sue Keegan , AIC, MBA, Learning & Development Manager I wanted to write a bit about when quality matters but then I got to thinking about those three words, and I couldn't help but wonder, well when the heck doesn't it matter? Or do we think now of quality more as it doesn't really matter until it matters. That's a dangerous approach, I think. I'm reminded of my days in claims when the only thing coming between a settlement check and a denial was a missed endorsement or a simple typo or an incorrectly completed application or ignored legal paperwork. There is no better time than the…