By 2005, AXA has become one of the largest and most successful companies in the world of insurance, but Claude Brunet, member of the board, responsible for cross transactions, communications, marketing and human resources, said that to achieve their ambitions the company is going to have to become much more customer focused. AXA Way, culture change program that included many elements of Six Sigma philosophy and methodology, has been at the forefront of these changes. The case describes the program AXA Way, the problems of implementation, and how AXA has overcome these problems. Learning Objectives: To understand how to manage the culture change needed to improve customer service using Six Sigma. Six Sigma is sometimes seen as technological progress, as a methodology, but a change of attitude and way of thinking - in the culture - are required for Six Sigma for success. Understand how Six Sigma can be applied successfully in the services. "Hide
by John Weeks, Jean-Pierre Baillot, Suzanne Weeks Source: IMD 10 pages. Publication Date: June 4, 2009. Prod. #: IMD391-PDF-ENG
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