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1180 Avenue of the Americas 16th Floor
New York City, New York 10036
About ReSource Pro: Founded in 2003 with corporate headquarters in New York City, ReSource Pro is the leading provider of processing solutions for insurance organizations. The company has over 1000 employees who process more than 3500 tasks for over 135 c ... more
Business Process ConsultantReSource Pro , LLC
Vice President and Principal
TriPoint Insurance, Inc.
College of Insurance
What We Do â€“ TriPoint | Performance Based Insurance
Meet our people | Resource Pro
"The different access to information cuts both ways," Armstrong says.
"Employees have less insight into management decisions, and managers may have less insight into day to day operational issues."
Armstrong says it's sometimes difficult for management to get a true look at the impact of change "because to a certain extent employees are reluctant to share negative information."
Armstrong cites an example of managers, feeling financial constraints, deciding not to replace an employee who leaves the agency.
The pressure then falls on the remaining service personnel to turn around more daily work amid rising service expectations.
These same employees may also be learning new agency management systems, carrier platforms, or revised procedures at the same time.
"While all of those things, on paper, seem to make sense, managers may not get a true read from folks once those procedures and those changes have been put in place," Armstrong says.
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