Many insurance companies feel the pain associated with not having access to useful performance measurements. As a matter of fact, through a survey of its clients, Opus Solutions, Hinsdale, Ill., discovered the following information:* Only 9% of insurance companies can accurately measure the cost of a customer transaction, and only 4% have an accurate expectation for unit cost.

* The average insurance processing unit operates at 62% productivity and 51% utilization.

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