RAINYDAY INSURANCE COMPANY A CASE STUDY Based in South Florida, Rainyday Insurance Adjusters is a medium-sized company with 135 employees and seven managers. They process the claims of insurance holders who have experienced various misfortunes (eg: Hurricanes, floods etc). Their primary job is to determine the amount to be paid out and process the paperwork for some of the smaller insurance agencies in the area so that the final payment can be issued. Although the company is just eight years old, it has done quite well and has seen a large increase in business. It has a reputation for quality work and quick turnaround for claims. Because customers are often eager to move on after the misfortune strikes, Rainyday has built a loyal following by the insurance agencies that depend on it. Delayed claims often cost these companies’ time and money when they have to interact with continuous customer complaints. To accommodate the increase in customers, six months ago, Rainyday expanded its office in the current building and upgraded all its equipment to make the company more efficient and to allow the workers to process the claims more quickly. In particular, the computers were upgraded to facilitate speedier turn-around and higher capacity from claims processors. The new computers represent a large investment the company cannot afford to underutilize. Since installation of the computers, Rainyday has experienced a number of problems with voluntary turnover among claims processors as well as decreased productivity and increased errors. Recently, the CEO of Rainyday, Rebecca Stephens, hired you as consultant to determine what, if any, training needs the claims processors have. There are 85 processors in the claims department. On the first day you talked with several employees in the claims department. Fran, one of the more senior claims processor, has been with the company