Unfortunately it’s difficult to require people to keep an empty inbox because everyone has their own system. some people can keep on top of their lists and be productive with an “messy” desk and a full inbox (the people I know that do this use flags to track their lists). Further if someone has a high inbox it could be because they have the most responsibility.

To measure the above I recommend setting standards. If there are hard and easy claims then have 2 buckets (i would have buckets for each type of workflow if they are different), then allow for exceptions- the exceptions don’t count. Here’s how it would work. each type of work is accounted for and assigned to the right bucket. each bucket has an expectation. People know what they need to do (the buckets should be visible to management so they can monitor that issues are properly handled). There will be some issues that dont fall into a bucket or it has to take a unique workflow so longer times are acceptable for them. dont let people make everything an exception. even some “exceptions” can become routine if they are thought through and accounted for.

Of course you’ll need to strengthen your quality assurance procedure to make sure that it is working. with million dollar claims that’s essential.

I successfully implemented a similar procedure in my organization. The results were remarkable. Best practices were shared. productivity increased. fire drills decreased. the environment was more relaxed. For me i got an award and a promotion.

Don’t get me wrong I’d recommend everyone keep an empty inbox but that’s just a symptom.