The AXA Way: Improving Quality of Services

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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.

Case Details:


Case Code : OPER058 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 + Rs. 25 for Shipping & Handling Charges


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


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.


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


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


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>>


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