Mission Control
Perroots is quick to point out that one of the driving forces behind the consistently superior cost-efficiency and quality of Marriott Claim Services is its adherence to the prime directive issued by company founder J.W. Marriott, Sr., some 80 years ago: “Take care of your employees and they’ll take care of your customers.”
J.W. Marriott’s words are echoed clearly in the mission statement that guides Perroots’ office: “To provide superior claim service to associates, guests and operation staff in a fair, prompt and honest manner in order to achieve equitable, cost-effective resolutions.” As Perroots explains, “It’s not just about efficiencies and saving money. It’s about superior claim service and how we treat the associates and guests.”
When Perroots says that he, along with his Claim Services colleagues nationwide, are always looking for ways to improve and do things better, it’s much more than just a personal commitment: it’s an organizational imperative. In the world of claims administration, Perroots states, it’s essential to stay out ahead of the pack: “The industry is changing, and new technology is coming out every day. The company that doesn’t pay attention to that or at least stay abreast of what’s happening is going to be left behind.”
Delivering top-notch performance year after year is no small feat. In addition to being evaluated on cost and service KPIs, Perroots and his Claim Services colleagues are also motivated through a formal process by which each Claim Services regional office sets yearly goals for how to improve performance. Each office’s goal, which must be approved by Vice President of Claims Bob Steggert, must be challenging yet attainable. Each regional office is then judged by how well it meets objective quality and cost-efficiency criteria.