Start Small, Think Big: Begin with pilot projects in specific areas to demonstrate the value of the continuous improvement framework. Measure Relentlessly: Implement robust dashboards to track key metrics related to friction reduction and the combined ratio. Communicate Wins: Share success stories and quantifiable results to build momentum and foster a culture of continuous improvement. Invest in Talent: Provide employees with the training and resources they need to effectively identify and address friction points. Champion the Journey: Senior management must actively champion the continuous improvement initiative, providing the necessary resources, support, and leadership to ensure its success. Stage 4 Ongoing Leadership Action Plan PS ADVISORY: Closing the Friction Gap To drive successful friction reduction, senior management must take a proactive and engaged approach: 9