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Use of phase I (Jul 93 - Mar 94): Phase I conversion

' ... I've been with X-Group for 16 years. Since I left college literally. And I'd been in this department two and a half years ago, I did a stint as an underwriter, for 18 months and started with an old Lotus system, which was horrendous, moved on to the beginning of Q&A and I had to laugh, when I came back this time because I heard people saying come back Q&A ... I can remember when Q&A came in, we hated it, it was difficult, it was slow, it broke down. Everything that this one's doing. It was exactly the same, it was the change factor and people don't like change if its going to create them more work. But with the added factor this time that we are so much leaner on staff. And ... there's a lot more requests for information than there perhaps was four or five years back. Companies want to know more and more about what's going on inside, there are more and more projects going on and I think that you have more and more demands on your time apart from just doing the business, in fact you sometimes think that people lose sight of the fact that we are meant to be writing insurance business. ...

... I mean I have to kick my boss sometimes as well if I think its starting to slip down the priorities because I've actually inherited his department. This was his team and I've had to point out on a few occasions this time if he'd bothered to worry about the detail in the Q&A system it wouldn't be so bad now. But he didn't worry about that. It's not his forte. His forte is development and the business side, he's very, very good at it, but because I've got a servicing background, I'm also determined that the back bits will be done. I'd much rather be out there just writing business and not worrying whether it goes in the books, but why write the business if you're not actually processing it. It doesn't do anybody any good. ... '

X036 page 001.11a (tape 01.2.01a) Jenny Notes/Tape 02/03/94

Social influence: Individual: Experience
Technical influence: IT environment: Existing systems


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