Employee Involvement Total Quality Management in Insurance Companies

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Case Details:

Case Code : INS026
Case Length : 03 Pages
Period : 2003
Pub Date : 2003
Teaching Note : Available
Organization : Varied
Industry : Insurance
Countries : India

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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.

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Strategic Management Formulation, Implementation, & Control, 12e

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Employees of Hymn Insurance were worried over the changes that were being introduced in the organization. After a short discussion, they requested their union leader, Raghu Gupta (Gupta) to discuss the matter with the management of the company.

Gupta met the managing director of the company, Karnam Ekalingam (Ekalingam). "Sir, we are going to change the way we function and work now. But I don't understand the need for that. What are the reasons for bringing about these changes?" asked Gupta.

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Ekalingam said, "You have every right to ask and clarify your doubts." He continued, "The company has adopted Total Quality Management (TQM) and as a part of this, we are changing some of our processes to improve the quality of our products and services. Teams are being formed. Managers and supervisors are being reshuffled and new software is being installed in the organization." Gupta said, "Are there any plans for downsizing? People are quite worried over the developments. We fear we may be laid off." "This is very surprising. The management has no intention of laying off people. You need not worry. I thought Giri Ratnam must have informed you about the entire process of TQM and its objectives," replied Ekalingam...