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62 Cards in this Set
- Front
- Back
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Obstacles to customer satisfation are posed by
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the characteristics of the insurance product
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The characteristics of the insurance product are
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the intangilbility, the complexity, the legal status, and events associated with the product itself
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Albrecht and Zemke state that for services
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Production is on delivery of the product
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The benefits of insurance are
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Payment for Loss, Reduction of uncertainty, control of losses, better use of resources, support for credit, reduction of social burdens, staisfaction of legal and business requirements, investment of funds
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Consumers should be informed of the benefits of insurance so
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they can appreciate all its benefits, not just those they experience personally
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Most insureds think of insurance as providing a single benefit which is
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the payment of a covered loss
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Insurance is intangible because it
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is a promise of performance that can not be tested or sampled until it is needed --after a loss
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Everytime a customer contacts an insurer the occurs a moment of truth in which the
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customer discovers whether his expectations will be met
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Insurance is a classed as a service because it
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is intangible
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Printed or computerized sources of information that would help convert minus signs to 'ok' or '+' signs include
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insurers manuals, personal directories, lists of co-workers and the specialities, and customer files
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to meet or exceed customers' needs is
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the strategic definition of quality
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There three ways to measure quality are
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Work Process, Output, and Outcome Measures
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The 3 sets of quality criteria is
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Faster, Better, Cheaper
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What are the eight dimensions of quality
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Performance, Features, reliability, conformance, durability, serviceability, aesthetics, perceived quality
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Five Rater Characteristics are
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Realiability, Assurance, Tangibles, Empathy, Responsiveness
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to establish operations targets and coordinate employees, equipment, andmaterial
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Work Process measures
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define the characteristics of the good or service, both as desired by the customer and as delievered by the process
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Output measures
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define the impact of the process on the customer based on how the customer uses the good or service
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Outcome measures
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the minimum product and service characteristics the customer expects
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Implicit expectations
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Are the product and service options available to and chosen by customers
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explicit expectations
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additional options the customer likes but did not expect
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Latent Expectations
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Of the three characteritics of "faster, better, cheaper" what is the hardest and the easiest to measure
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Better quality is the hardest and cheaper (cost) is the easiest
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What occurs when a customer becomes loyal to a business due to that business's high quality complaint-handling procedures
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a recovery has occured
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what's a collection of customers with similar characteristics that a business tries to capture
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Target Market Niche
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Who developed "Zero Defections" as one of his foure absolutes of quality
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Philip B. Crosby
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What are the 4 absolutes of quality?
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it conforms to requirements, it relies on prevention, it doesn't tolerate failure, and is measured by the cost of nonconformance to requirements
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What are the benefits of customer orientation for insurers?
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Policyholder retention, new product development, process improvement
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Wait for customer complaints
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Reactive methods
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the quality management goal of reducing the number of defecting customers to zero by tolerating no loss
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Zero defections
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occurs when a customer becomes loyal to a business due to a business's high quality complaint handling procedures
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Recovery
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actively seek customers opinions and suggestions and other information about their expectations
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Proactive methods
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an employee or other person connected to the business who pretends to be a customer in order to evaluate the business's customer services
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Myster Shopper
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compares operations within the organization
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internal bench marking
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compares the organization with its competitors
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Competitve bench marking
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Compares the organization with leaders in any industry
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Functional bench marking
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compares the organization with leaders in any industry, regardless of function
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Generic benchmarking
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indentifies unmet customer expectations develops products to meet those needs
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New product development
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a work process that is essential to the business and that has a great influence on customers is
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A key process
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a sequence of steps that results in a product or service is
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a work process
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Who are the four groups of people that operate and improve work processes
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Suppliers, Work Groups, Customers, Owners
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What are the 5 elements of process management
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Ownership, Planning, Control, Measurement, Improvement
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provide input for the work process
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suppliers
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apply the process to produce the output
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work groups
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responsible for designing, operating, and improving the process
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owners
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is performed by employees in separate businesses, departments, and divisions
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Cross functional process
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directs and controls work processes
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Process Management
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assings responsibility for process design, operation, and improvement
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Process planning
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assures predictable performance that consistently meets customers expectations
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process control
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Sets methods of acquiring data and standards to compare performances against customer requirements
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Process measurement
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increases process effectiveness to better meet customer requirements by indentifying and permanently implementing process improvements
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Process improvement
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What are the six steps to process improvement
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Define the Problem, Indentify and document the process, measure performance, understand why, develop and test ideas, implement solutions and evaluate
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What is the PDCA cycle and what does it do
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It is the Shehart or Deming Cycle and achieves process improvement through four steps
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What are the four steps of PDCA
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Plan, Do, Check, Act
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what is a six step approach to process improvement, applicable to any type of process, based on understanding of customer requirements, process capabilities, and the cause of the gaps between them?
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Process improvement model
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what is a process model showing the flow of activities as inputs are transformed into outputs
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Flowchart
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what is output that is not received and used by an identifiable individual
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Scrap
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what states that the minority of the causes yield the majority of the effects
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Pareto principle aka 80/20 rule
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the cause of a cause
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Root Cause
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output inconsistency
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variation
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create predictable, acceptable variation and are treated by changing the underlying system
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common causes of variation
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create unpredictable, unacceptable variation and are treated by eliminating their specific sources
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Special causes of variation
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achieves process improvement through four steps
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Plan Do Check Act )PDCA cycle)
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