AXA Way: The Pursuit Of Excellence Through Quality Of Service Harvard Case Solution & Analysis

IMD-4-0310 © 2009
Weeks, John; Baillot, Jean-Pierre; Weeks, Suzanne

AXA Way, a culture change program that included many components of Six Sigma philosophy and methodology, was the spearhead of this change.

The case describes the challenges of its execution, the AXA Way software, and AXA overcame those challenges. Learning objectives: Understand the best way to handle the culture change required to enhance customer service using Six Sigma. Six Sigma is occasionally viewed as a technical change, as just a methodology, but change in attitude and mindset --in culture--are demanded for Six Sigma to succeed. Understand how Six Sigma can be successfully adopted in a service industry.

Subjects: Change Management; Six Sigma; Culture Change; Customer Service
Settings: Worldwide; Insurance; 109,304 employees; $77bn sales; 2005

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