Abstract

The case examines the issues involved in the delivery of an insurance service and the procedures and patterns of delivery. It focuses on the activities that need to be performed for efficient production and delivery of a service. The case also discusses various issues related to technology based services. In particular, the case focuses on the use of technology by insurance companies to enhance customer service

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the significance of process management in the production and delivery of a service in an insurance organization. Understand the problems associated with the use of technology in providing service.

Keywords

Issues, delivery, insurance service, procedures, activities, performed, efficient production, delivery of a service, technology based services, technology, customer service