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This proves that the employees of Mutual Group do

not know how to handle claims properly.

There is a lack of fit between organizational structure and tasks evidenced by the fact

that Mr. Brown is handling all the claims. Upon feedback receipt, the assessment letters are

forwarded to Mr. Brown for a quick review and then delivered by hand to staff responsible for

administering the guarantee which makes Mr...

Brown's work task overloaded. The lack of

communication from the division's senior managers to the rest of the employee prevents the

staff to become more anticipatory in their management of activities.

There is a lack of fit between process and task evidenced by the way feedbacks are

dealt with. Clients' feedback information is being stored in two information areas which make

it harder to develop a better picture of a client relationship based on its interaction with

different areas of the division over the course of a year...

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