=+Trey McIntyre is a cost analyst with Global Insurance Company. Global is applying standards to its claims payment operation. Claims payment is a repetitive operation that could be evaluated with standards. Trey used time and motion studies to identify an ideal standard of 36 claims processed per hour. The Claims Processing Department manager, Carol Mann, has rejected this standard and has argued that the standard should be 30 claims processed per hour. Carol and Trey were unable to agree, so they decided to discuss this matter openly at a joint meeting with the vice president of operations, who would arbitrate a final decision. Prior to the meeting, Trey wrote the following memo to the VP.

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532 Chapter 13 To: T. J. Logan, Vice President of Operations From: Trey McIntyre Re: Standards in the Claims Processing Department