The AXA Way: Improving Quality of Services
|
|
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 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 
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
Please leave your feedback
|
Case Details: |
Price: |
| Case Code |
: |
OPER058 |
For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 +Shipping & Handling Charges extraThemes
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.
|
|
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:
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>>
|
|
