You are the manager of a busy insurance office. Last year's abnormal winter gales led to an exceptionally high level of insurance claims for house damage caused by strong winds, and you had considerable problems in coping with the greatly increased work load. The result was excessively long delays in both acknowledging and settling customers' claims. Your area manager has asked you to outline a plan for dealing with such a situation should it arise again. The plan should identify what actions you would take to deal with the work, and what, if anything, should be done now to enable you to take those actions should the need arise. What proposals would you make, and why?