Continuous agency improvement is a worthy practice 

Quality expert Joseph M. Juran passed away earlier this year.  The March 8-9 issue of the Wall Street Journal contained an extensive obit.  It pointed to a slogan that Juran liked, “There is always a better way: it should be found.”  As the WSJ article illuminated,

Juran argued that although producing higher-quality goods might seem costly, it could often pay for itself through fewer repairs and a better reputation in the marketplace. Juran put forth his “80-20” rule for businesses:  80% of complaints about quality result from 20% of causes. He urged managers to concentrate on the “vital few” rather than the “trivial many.”  He called it his “Pareto principle.” 

Along with the lessons offered us by W. Edwards Deming, Joseph M. Juran’s theory of quality-control management, which has become known as the Juran Trilogy----planning, control and improvement---is worth practicing by insurance agencies.  

The whole idea is to foster an agency culture of continuous improvement.