Recently, the Merrimac Insurance Company, which is lo- cated in Hartford, Connecticut, completed several cost analysis studies and found an alarming increase in the cost of processing insurance claims. Merrimac's rates are about 15 percent higher than the national average. A recent study completed by several systems analysis experts indicated that much of the cost can be attributed to inefficient work flow. Part-time employ- ees are frequently hired to help process the backlog. The following outlines the steps involved in pro- cessing the claims: 1. The claim is received in the mailroom
