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​By Sue Keegan , AIC, MBA, Learning & Development Manager I ordered a book last week that was recommended to our Inclusion Task Force by Eileen Frank. It's written by Ron Chernow who I'm sure you all recognize as the author of Alexander Hamilton.   The book I ordered is Grant, and I want to read it because I don't know enough about things I should know a lot about, mainly the history in our country of suppressing the enfranchisement of Black people. I am not a history buff, a history nut, or a lover of the history genre, but I'm going to put that all behind me and get…

​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…