1. IQA 2018
QA Relationships Panel
September 11, 2018
Day 1 Session 1

2. Panel Members Meet Your Panel! Bud Heald Christina Guzman
Assistant Vice President of Claims, Kemper Insurance
Christina Guzman
QA Manager, Germania Insurance
Julie Markert
Project Leader, Liberty Mutual

3. Panel Agenda The relationship between the field organization and QA
The different use of results by the field organization
Perspectives on QA moving in and out from the field

4. QA Relationships

5. QA Relationships The business field organization and QA relationship
Evolving focus to bridge with Training
Us vs. Them to Dependent
From Contentious to Collaborative

6. QA Relationships The different use of results by the business
Scoring for Metrics
Change in Culture
Refined element Continuous Improvement

7. QA Relationships Perspectives on QA moving in and out from the field
How to keep the staff fresh
Field supports the QA process
Increase relationship with each of the field organizations

8. Questions?