In What Works for the Marines Can Work for You, Barbara Karkula explained the model utilized for the United States Marine Corps for its civilian employees, and described the values and practices that have proved most effective for them.

The Marines’ work environment presents unique challenges, but developing trusting relationships, establishing respect for all parties, accepting criticisms, and fine-tuning policies have all proven successful in managing claims in quickly and effectively. According to Karkula, the lessons are transferable: always remember the philosophy of caring for your employees, educating and training your team on regulations and procedures, and maintaining open communication among all parties to identify weaknesses and improve services.

Audio and presentation materials from Karkula’s session are available here.