However, several factors are critical to success. The first is that management must be committed and involved. Otherwise the program is doomed. The second is to ensure that the Business and Sales Plans are complete and understood. The third is to ensure that all measurements are in place and understood.
Measurement appears to be the major concern of most agencies.
This concern is based on the fact that most agency automation systems are not designed to provide the kind of information needed for management to effectively manage the business issues of the agency. In most cases, the Harbor Capital Tool Set provides the means to achieve data collection, analysis and reporting without significant overhead or procedural changes. In one agency, the simple introduction of adequate measurements revealed several opportunities. After workflow was realigned and workload was balanced, increased capacity was available within the CSR team. On the basis of this excess service capacity, the agency acquired a new producer with a significant book of business, which was easily absorbed without impact.