Abstract

The case discusses the implementation of process improvement technique called ‘The AXA Way’ in AXA, a France based insurance and wealth management company. In a span of two decades, AXA went in for several mergers and acquisitions and gained global presence. In order to improve the quality of its services, the company launched ‘AXA Way,’ which involved the application of DMAIC principles. The AXA Way was a continuous improvement program that focused on improving the existing processes and making them more customer-oriented. The case also describes the benefits reaped by AXA after implementing the program including cost reduction and customer retention.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Study the importance of ‘Six Sigma’ quality in the service industry
• Examine the systems employed by AXA to improve the quality of its services
• Understand benefits of process improvement and making services customer-oriented
• Appreciate the benefits reaped by AXA by adopting ‘The AXA Way’ program.

Keywords

AXA, The AXA Way, Services Quality, Financial Services, DMAIC Principles, Six Sigma in Services, Continuous Improvement Program, Customer Retention, Operational Excellence, Fact Based Method, Employee Ownership, AXA Vision, Voice of Customers