The AXA Way: Improving Quality of Services

            
 
Case Studies | Case Study in Business, Management, Operations, Strategy, Case Study

ICMR HOME | Case Studies Collection

To download The AXA Way: Improving Quality of Services case study (Case Code: OPER058) click on the button below, and select the case from the list of available cases:

Operations Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

» Operations Case Studies
» Case Studies Collection
» ICMR HOME
» Operations Short Case Studies
» View Detailed Pricing Info
» How To Order This Case
» Business Case Studies
» Case Studies by Area
» Case Studies by Industry
» Case Studies by Company

Custom Search



Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.



Chat with us

Strategic Management Formulation, Implementation, & Control, 12e

Please leave your feedback

Leave Your Feedback

ICMR India ICMR India ICMR India ICMR India RSS Feed

Case Details:

Price:

Case Code : OPER058 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 +Shipping & Handling Charges extra

Themes

Six Sigma, Implementing Quality Program in Service Industry

Case Length : 17 Pages
Period : 1997-2006
Organization : AXA
Pub Date : 2006
Teaching Note : Not Available
Countries : France
Industry : Financial Services

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.

Operations Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

Issues:

» 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

Contents:

  Page No.
Improving Customer Satisfaction 1
Background Note 2
The Problems 4
The AXA Way 5
Reaping the Benefits 9
Exhibits 11

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

Improving Customer Satisfaction - Next Page>>


Custom Search





Operations Management
Textbooks Collection

Operations Management
Workbooks Collection

Case Studies in Operations Management - Vol. I
Case Study Volumes Collection

 

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Text Books, Work Books, Case Study Volumes.