Case Studies | Strategy Solutions

East Tennessee Mutual Insurance Company

Desk Manual Development

Strategy Solutions worked closely with the ETMIC staff to create desk manuals for each of the employees as part of their succession planning process.

 A few key outcomes that our team achieved includes:

  • Defined in great detail the workings of each position at ETMIC – Manager, Assistant Manager, and Customer Service Agent
  • Created desk manuals of each position

Being a small company, it is critical for us to have these desk manuals in the event that a team member needs to step in and take over another position in the agency at a moment’s notice. The transition would be seamless with the desk manuals.

The Strategy Solutions team was so easy to work with! The thing I liked best about working with them was that they absolutely cared about what information went into the manuals and left no stone unturned. They went above and beyond what we expected from these manuals.

The desk manuals helped us so much as it broke down each of the position’s processes and actually made us evaluate all of the processes used in each of our jobs. Through this step in the desk manual process, we even tweaked some of our internal process to make them more efficient.

Case in point of how valuable I feel the desk manuals are actually happened to my company. We received the final desk manuals and it wasn’t two weeks later that one of my employees had a major medical issue and was out for an extended period of time. If it wasn’t for the desk manual, it would have made things much more difficult on management to take over the duties until the employee returned as I wouldn’t have had the ability to reference job tasks that were detailed in the desk manual.

I would highly recommend Strategy Solutions to anyone that needs a desk manual and actually did recommend the company and this process to another agency who has since utilized their services.

Barbie Lambert (ETMIC)
East Tennessee Mutual Insurance Company - Blountville, TN