Insurance Business ReviewAPRIL 20258IN MY OPINIONFROM INSIGHT TO IMPACT: TURNING ANALYSIS INTO OUTCOMESBy Casey Averett, Director, Claims Operations and Strategy, The General"World's Okayest Claims Team" ­ a spinoff t-shirt sentiment I asked our leadership team to consider and decide if this was the standard we are striving for. Of course it wasn't, but it gave us an opportunity to calibrate expectations, and more importantly ­ in the immortal words of Vince Lombardi ­ decide how we planned to "chase perfection [so] we can catch excellence." Chasing perfection requires a data-driven culture and intentional actions from leaders anchored to a solid understanding of behaviors and processes. Unfortunately, it is all too common to see leaders and teams stumble on how to drive meaningful and sustainable improvement to their business. Disciplined leaders effectively associate root cause drivers with a deep knowledge of customers' needs, ensuring actions taken are tailored to address the problem and elicit outcomes. Absent this discipline, many become mired in a recycled playbook or status quo thinking which leads them to fall short of the outcomes they desire or toward addressing the unprecedented problems facing our industry. Consider these four "A's" as a framework for such discipline:'1. Analysis. Einstein said, "If I had an hour to solve a problem, I'd spend 55 minutes thinking about the problem and five minutes thinking about solutions." Great insights feed informed actions and leaders too often make assumptions or jump to solutions without spending time to clearly analyze and define a problem statement targeted at root cause drivers. Those who prioritize their understanding and testing of a hypothesis through data, pinpoint behaviors or process gaps which open the door for more surgical actions to be taken tailored to the problem. 2. Awareness. No one would argue that clear expectations and a solid understanding of what is expected are fundamental to achieving anything remarkable. Team members must clearly recognize their accountabilities to "chase Casey Averett
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