Performance direction
Performance direction refers to our commitment that Sedgwick CMS colleagues will have the information and tools they need to align their efforts fully with the specific objectives of the individual clients they serve.

Goals and performance indicators.
The first step to alignment with clients is careful listening and clarification of objectives. Next, Sedgwick CMS account managers develop detailed service instructions, goals and performance indicators for each component of the program delivery plan, all linked in support of the client’s principal objectives. Then our technical field staff members use this information to guide their work in meeting client expectations.

The customized colleague portal.
The Sedgwick CMS customized portal delivers account specific updates on job-critical information to colleagues’ desktop computers daily. This includes information such as:

• Client objectives and service instructions relating to each colleague’s area of responsibility
• Advisories and jurisdictional updates from account managers and practice leads
• Alerts on changes in service expectations and other job requirements
• Quick and easy access to claims handling systems, information, and training programs
• Feedback on progress in comparison to established objectives

Performance measurement
Performance measurement refers to the ways in which we monitor our success in achieving client objectives. Our techniques provide frequent feedback on positive performance and leading indicators on variances that can be remedied before they become big problems.

These same practices also help us identify opportunities for improvement. Continuous feedback via the portal. The individual objectives and performance indicators available through each service colleague’s desktop provide data for daily evaluation by examiners as well as technical specialists and managers. File reviews. Regular management reviews focus on individual files. Claim supervisors confirm compliance with Sedgwick CMS best practices and individual client service standards and provide strategic claims direction to our claims examiners.

Total performance management reviews.
TPM reviews focus on alignment with client objectives at the levels of the colleague, unit and office. As well, their reviews measure office performance for compliance with Sedgwick CMS best practices for claims handling. Client consultations, stewardship reviews, and satisfaction surveys. The most useful and authoritative validation of effective performance is direct feedback from clients. The focus of all performance measurement efforts is on collaborative problem solving and the identification of opportunities for performance enhancement.

Performance enhancement
Performance enhancement refers to bringing all the pieces together, bridging any identified service gaps, and sustaining outstanding client outcomes. It also includes preparation in anticipation of emerging needs. Total performance managers. The TPM team is a national network of full-time quality specialists who work directly with colleagues and offices. TPMs provide coaching, training, and help with problem solving to make alignment with client outcomes our way of life.

Individual performance improvement and career counseling.
Our process of performance improvement and career counseling for colleagues emphasizes frequent discussions; measurable goals; personal growth; and the development of technical, professional, and managerial talent relevant to client objectives.

Sedgwick CMS University.
Sedgwick CMS University is our resource for in-house technical training; professional development; management and leadership training; and other classroom, self-study, and intranet-based learning opportunities.

Professional practice groups.
Sedgwick CMS maintains the knowledge resources necessary to assure industry-leading solutions to client needs through our line-of-business and industry specialty practice groups.

Benchmarking and analysis.
The Sedgwick CMS business intelligence team evaluates our results against industry norms as part of the process of continuous improvement.

Performance that matters
Our clients care about outcomes. Processes are meaningful only as tools for achieving business goals such as lower cost of claims, more effective management of workforce productivity, and other organizational commitments to internal and external constituencies. Through Total Performance Management, Sedgwick CMS colleagues align themselves with client objectives at precisely the point where they can most effectively take action.

|back to top|