Article Abstracts

How to address quality in the insurance industry?

The claim process during natural catastrophes

How to address “quality” in the insurance industry?
Our overall quality culture has been built on listening to eminent quality experts over the last decades, who were drawing most of their rich experience from the manufacturing sector.
The insurance industry fundamentals seem very far away from the design/manufacturing world, and even very different from the ones in the other service industries.
So should quality in the insurance industry be a different concept from the one developed by Deming, Juran, or Crosby? I don’t believe so. I believe that quality is quality as perceived by the customer; I believe that quality starts by understanding the voice of the customer. So I stick to Deming.

Alain Gaumier
February 18, 2006

Registered users can view the entire article.