Wednesday, May 27, 2009

Member Agencies Talk About WorkCompEdge

Maybe you're in an agency that's considering WorkCompEdge. Or maybe you're already an agency member. Integrating WorkCompEdge into your sales and service processes is admittedly a task that takes some thought and - that dreaded word - change. WorkCompEdge member Garry Watts of the Winona Agency acknowledges it isn't easy. "I'm a producer," he says, "and we don't think 'process-oriented.'" But, in a new audio interview available here on our corporate website and as a podcast feed, Garry also goes on to offer encouragement for - and his experience with - implementing WorkCompEdge.
Today's blog marks the first time we've published the blog as a podcast. Would you like all WorkCompEdge blog entries delivered as a podcast? Let us know!

"WorkCompEdge seemed to be a missing link for us," he says. "We think the return on investment is very high."

WorkCompEdge contributor Frank Pennachio, another agency owner and work comp trainer, also lends his thoughts on how WorkCompEdge helps agents lead and engage employers and how various work comp training programs integrate with WorkCompEdge.

(For our Member Agencies, Frank and Garry will be continuing this discussion in more depth in a web-enabled roundtable discussion in July - watch your inbox for more details.)

Thanks to Jack Burke, president of Sound Marketing and host of the popular insurance programs "Audio Insurance Outlook" and "Insurance Talk Radio," for conducting the interview.

For you podcast subscribers out there, this blog marks the first time we've pushed audio to a podcast feed. Be sure to subscribe, and let us know if you'd like all blogs available as a podcast! It won't always be Jack's professional voice, but we're willing to give it a try if the interest is there!

Play the audio interview now

Subscribe to the WorkCompEdge podcast feed

http://www.SpecificSoftware.com
http://www.WorkCompEdge.com

WorkCompEdge Interview with Garry Watts and Frank Pennachio

Jack Burke, president of Sound Marketing and host of the popular insurance programs "Audio Insurance Outlook" and "Insurance Talk Radio," interviews WorkCompEdge member agents Garry Watts of the Winona Agency and Frank Pennachio of WorkComp Partners about the challenges and benefits of integrating WorkCompEdge into their agency processes.

http://www.specificsoftware.com/
http://www.workcompedge.com/

Wednesday, May 13, 2009

Virtual Conference on Return to Work Now in Progress

Workers compensation consultant, writer and trainer Margaret Spence of Douglas Claims and Risk Consultants has founded National Return to Work Week and is observing it now (May 11-15, 2009) for the first time with a free virtual conference. Here are a few of the seminar topics coming up in the remainder of the week:

  • Physician Where Art Thou - Medical Management
  • Best Practices - Workers Compensation and Beyond - From a Defense Attorney’s Point of View
  • I'm Injured and I Can't Come Back to Work
  • Engaging Employees With Disabilities - Getting Them Back to Work


No packing needed - attend the inaugural conference for "National Return to Work Week" virtually. And free! And even after it's over!


"Kory," you might say, "it's a whole week of free events. And this is Wednesday afternoon. Why didn't you tell me about this sooner?"

"Well," I would say sheepishly, "that might have something to do with me not opening every email I receive in the most timely manner. Not yours, of course."

But all is not lost! The seminars we've missed are recorded and also available. These include:

  • Disability is a Daunting Task - Right?

  • The Flip Side: Attorneys and Return to Work

  • Vocational Retraining: a Viable Return to Work Option

and many more. Speakers include attorneys, an ergonomics specialist, a medical doctor, human resource professionals, Ms. Spence, WorkCompEdge contributor Frank Pennachio, and others.

Visit
www.brighttalk.com/summit/nationalreturntoworkweek to view in-progress, upcoming, and recorded sessions. Registration is free and easy. I had a little trouble the first time I tried to view one of the seminars (my browswer bombed), but on my subsequent attempt, everything worked fine.

This initiative mirrors many of the principles we advocate in WorkCompEdge, and we congratulate Ms. Spence on her leadership and vision.

http://www.WorkCompEdge.com
http://www.SpecificSoftware.com

Wednesday, May 6, 2009

The Power of Intentionality, Part 4: Missiles, Juggling, and Whole System Intelligence

Part 4 of the series "The Power of Intentionality": Part 3

Those of you who are regular readers know that my early career was spent as a systems analyst in the defense industry. If you’ll bear with me mentioning it again, that job taught me something that applies to today’s blog: focusing on one piece of a large, complex system can easily lead to weakness in other parts of the system. And, elements that will challenge a system – such as ballistic missiles - will find the weak parts of the system and potentially take advantage of them.

Is your work comp focus too narrow?

With work comp being as big and complex as it is, it hardly feels like I left defense systems. Many of the same principles apply, and here's the principal weakness I see with how employers try to manage work comp: During the past several decades, employers and the risk management industry have focused on safety as the ultimate solution to lower workers compensation costs. But despite the tremendous effort put into safety training – and the significant gains in work place safety – many employers still struggle with workers compensation losses as a significant and often unpredictable expense.

What work comp missiles may strike your vulnerabilities?

Even if you have a good safety program in place, there’s plenty to thwart your overall defense of low costs and optimal productivity, such as:

  • hiring someone with a medical history that comes back to bite you

  • having the attitude that accidents are inevitable

  • assuming that human resource and medical personnel communicating with an injured employee is enough

  • not understanding how important it is to get an employee back to work, even if on modified duty

  • being satisfied with a mod of 1.0

  • buying work comp insurance with a “low bid” mentality

  • and so much more!

The employer must understand how these many components weave together to form an incredible synergy that's more effective than simply applying only one or two strategies. In my mind, that moves us from the defense metaphor to a juggling metaphor: how can an employer gain and maintain whole system intelligence when there are so many moving parts?

How do you keep all those balls in the air?

Prior to my career in defense, I fueled planes at an airport, where there would sometimes be fairly long delays between flights destined for our terminal. During the downtime, I taught myself to juggle. I still keep beanbags in my office to entertain and relax myself (and to challenge our blog editor Kory Wells, who has yet to get the hang of it).


Editor's note: I'm here to confirm that Tim really can juggle, although as far as I know, he's exaggerating about the flaming sword routine. However, if you talk to him, ask him about his unicycle!

The principles of juggling apply to managing many components of a big system such as work comp:


  1. You have to touch each object on a regular basis. In other words, you can't focus just on safety, or just on return-to-work, or just on the mod. There are 15 WorkCompEdge modules, and eventually, you should be using all or most of them.

  2. You have to manage your speed. For example, this is why we recommend quarterly reviews of data in the Verify Your Mod module and workbook. This is why your actions in the first 24 hours following an injury are so important.

  3. You have to manage your accuracy. If your payroll isn’t classified correctly, you may be paying too much in premiums. If your losses aren’t classified as medical-only when applicable, your mod may be much higher than you deserve. If claims aren't closed in a timely way, it can affect your mod. These are just a few examples.

  4. The right kind of object will make juggling easier. You don't start out juggling flaming swords (I'll post the YouTube video of me doing that soon.) The right tools and automation are going to help you maximize your success. Enough said!

  5. Starting with a small number of objects is easier. This is why we have our Getting Started quiz, to help you prioritize which issues you should consider first.

  6. Of course, you get better – and can juggle more - with practice. This is why module after module in WorkCompEdge urges you to come back and reassess on a regular basis.

  7. And finally, at any given time, you have to have a mind's eye view of where each object is. As you practice more, you develop this ability - and even an intuition - that helps you continue to improve.

Through experience, decisions, conversations, and review of what all is happening within your organization, you will begin to see and understand how these many components operate together. It’s a rather abstract concept, but it’s truly what differentiates a workplace environment and leads to dramatically lower workers compensation costs.

More in this series "The Power of Intentionality": Part 3

http://www.SpecificSoftware.com
http://www.WorkCompEdge.com

Wednesday, April 15, 2009

The Power of Intentionality, Part 3: The Cost of Knowledge

We all have various areas of expertise that are – or that we think should be - worth something to others.





As many of you know, Specific Software and SIGMA are located in the greater Nashville area, so it was inevitable: the inspiration for today’s WorkCompEdge blog comes straight from a country song. A few years ago, singer Alan Jackson had a hit called “The Talkin’ Song Repair Blues.” (Alan doesn't want it embedded on other sites, but you can watch the music video here on YouTube). In the song, a well-known songwriter has to take his car to a mechanic, who rattles off a long list of everything that’s wrong. It seems the list – and the cost – won’t end. Then the mechanic, realizing he’s talking to a famous songster, says “Hey, let me play you a song.” The songwriter turns the tables, telling the mechanic all that’s wrong with the song… “a broken hook,” “you’ve been using a cut-rate thesaurus,” and much more. The chorus cleverly applies whether the mechanic or the songwriter is speaking:

“Don't be downhearted, I can fix it for you, sonny;
It won't take too long, it'll just take money."

This punch line, of course, underscores the fact that we all have various areas of expertise that are – or that we think should be - worth something to others.

Let’s shift from the songwriter and mechanic back to our own Tony King, the actuarial analyst with the marathon goals we’ve been talking about in our series about the power of intentionality. You may remember that Tony decided to increase his expertise on the subject of running by buying and reading a book on the subject. While that sounds like a simple enough thing to do, it implies some deeper things about Tony’s commitment to his goal:
  • First, Tony was willing to spend some money on a knowledge resource that he believed would benefit him.

  • Second, Tony was willing to spend the time to make the most of that resource.

Knowledge is worth an investment of money

Tony can certainly develop his running knowledge from many free resources on the Internet. I’m sure he also asks other runners for their experience and advice. But when he got serious about his goal, he did some research and decided to mostly focus on a single resource to guide him. And he didn’t just borrow this resource from the library – he made the decision to own it. Owning the book signaled his intention to engage with it for longer than the two weeks the library would let him have it. Owning the book also demonstrated his belief that knowledge, and not just new running shoes, could help him reach his goal.

In a similar way, you can find all sorts of good information on workers comp on the Internet in the form of blogs, articles posted by various organizations, lawyers, risk management professionals, and more. We encourage you to make use of all that free information. But when you’re ready to get serious about implementing your work comp vision, we think you need to think about paying for a few resources that will help you as much as possible to reach your goals in an optimal amount of time.

Well, of course, you're probably saying. We're developers of a subscription site, so we think you need to pay for some resources, right? Shameless self-promotion aside, WorkCompEdge - and other resources - cost money because someone spends a lot of time and energy developing their knowledge and conveying it to you in a (hopefully) organized way and with a big-picture view. We’re the first to admit that the scope of work comp is so broad that you may need a few resources to address all of your goals. The point is, “you get what you pay for” is not just a cliché; it’s wisdom. Use of a few good resources will bring you expertise that's focused and yet comprehensive.


Learning - even from the right experts - takes some time

As high school teachers have admonished legions of students over the years, it's not enough to have the book: you've got to read it. "You're not going to get it by osmosis," I can hear my high school physics teacher saying. Tony could’ve bought that book with the best of intentions, then parked it on the coffee table in the den while he spent his evenings dozing on the couch in front of ESPN. Or helping with his kids’ homework and chauffering them to games. Or cooking dinner. Or mowing the lawn. You get the idea: like all of us, Tony undoubtedly could’ve had a hundred excuses for not getting to that book. But he prioritized making use of his resource. You have to do the same when it comes to utilizing WorkCompEdge or other resources to increase your understanding of workers compensation. It will be worth it!

Thursday, April 2, 2009

Compare Your Company to Industry Standards Using Data from the Mod

One of the more dreaded phrases in the English language – particularly on high school and college campuses – is probably “compare and contrast.” As in:
  • For 20 points, compare and contrast mitosis and meiosis.

  • For 30 points, compare and contrast the style and theme of Shakespeare's "Sonnet 18" to "A Red, Red Rose" by Robert Burns.

  • For 50 points, compare and contrast the economic, political, and social structures of ancient Athens to modern-day Iraq.

Comparing and contrasting your work comp experience to industry standards isn't difficult with the right information and tools. (Shakespeare would insist on complete sentences, of course.)





If these questions (which I found on the Internet, by the way) give you a not-so-nostalgic pit-in-the-stomach feeling, you’re definitely not alone. If you’re like me, you’re grateful such academic gymnastics are in your past. But here’s a compare and contrast exercise that will be useful to your company today:

Compare and contrast your company’s work comp losses to the average for your industry. Use actual and expected losses on total, primary and excess amounts. Include comparisons on a policy period basis. Use complete sentences.

OK, you don't have to use complete sentences. Even without that directive, this analysis can still sound a bit intimidating. However, if you have a mod worksheet from NCCI or another bureau, all the data you need is on the worksheet – and at least some of it is already summarized and ready to use.

The whole purpose of the mod calculation formula is to compare your company’s loss experience with the average for your industry. The code word for this in mod-speak is “expected.” On your worksheet, you see total expected losses, total expected primary losses, and total expected excess losses. If you don't know the differences between all these expecteds yet, don't worry. It's enough to know that these values reflect the standard, or average, for your industry for a theoretical company that has the same payroll you do.

The mod itself tells a story, comparatively speaking: if your mod is over 1.0, your compare unfavorably to other businesses in your industry. If your mod is under 1.0, you compare favorably; you are, as we’ve said in other blog entries, “beating the average.” But the formula can be broken into components which can be analyzed for additional insight. So let’s take this exercise in pieces:

1. Compare your company’s total losses to the industry average.

Why you want to do this: This comparison provides a general indicator of your loss experience.

How to do this: Divide your total actual losses (box H on the NCCI bureau report) by total expected losses (box D).

2. Compare your company’s total primary losses to the industry average.

Why you want to do this: This comparison provides an indicator of whether too MANY losses are keeping you from reaching your minimum mod.

How to do this: Divide total primary losses (Box I) by expected primary losses (Box E).

3. Compare your company’s total excess losses to the industry average.

Why you want to do this: This comparison provides an indicator of whether the SEVERITY of your losses is keeping you from reaching your minimum mod.

How to do this: Divide total actual excess losses (Box F) by expected excess (Box C).

In all three of the comparisons above, you will get a number that’s more or less around 1.0 or, converted to a percentage, 100%. The lower the number, the better; and any percentages over 100% warrant your attention.

Now, for the trickier stuff: compare your actual versus expected losses for each policy period in the mod. This is harder to do because all of the totals that you need – by policy period - are often not shown on the bureau worksheet. So, you’ve got to haul out the slide rule, calculator, Excel workbook, or (ahem) ModMaster software to make this easier.

This seems like a good time to mention the WorkCompEdge Proposal Report that employers or (more likely) their insurance agents can print from ModMaster. We discussed the first part of this report, about what your mod is costing you, in another blog entry. Now let’s look at the second part – How Your Company Compares to Industry Standards.




Here's a snippet of a sample WorkCompEdge Proposal Report that shows how you can use mod data to compare your company to industry standards - and identify trends that will affect your future mods.

The first 4 bullet points in the report excerpt correspond to the comparisons we discussed in items 1-3 above (note the wonderfully complete sentences), and the graph on the left, Actual vs. Expected Losses, visually shows the same information. In this sample, when so many of the percentages look so good, the 134% ratio of the primary loss comparison stands out. While this company has a pretty healthy mod, that 134% points to a clear opportunity to reduce the number of losses they’re experiencing and thus drive their mod even lower, for even more cost savings.

The graph on the right, Loss Trend, shows the actual losses and expected losses for each policy period. This graph is really helpful for two reasons:

First, it shows us the general trend of losses for our own company versus the industry average. In this particular example, we see that this company has never exceeded industry norms, and that in the most recent year they’ve beat the average by quite a bit.

That’s important information, but we can also discern more. This graph also lets us see the anomalies that a certain period may be contributing to the mod. In this case, the “blip” of increased actual losses in 2006 is probably the principal contributor to the mod. So, until 2006 comes out of the calculation (after one more year), the mod is going to stay a little higher. When policy year 2006 no longer affects the calculation, provided that the latest trend has continued, THAT’s when the mod will really decrease.

So, for real cost savings – not points on a test - compare your work comp losses with industry averages using mod analysis.

http://www.WorkCompEdge.com
http://www.SpecificSoftware.com

Friday, March 20, 2009