Please help solving questions 1,2,3. each question at least 150 words
Case 10-2 Zurich: Creating Quality Customer Care Zurich: wwwzurich.com Zurich Insurane Group delivers insurance products and services in more than 170 countries. The group has been in operation since 1872 and has more than 60,000 employees. The purpose of Zurich's product is to provide people and businesses with financial protection in the event of something going wrong. Zurich emphasizes that customers' needs are at the core of its business stralegy. 2 Zurich realizes that successful quality improvement requires commitment. They continuously listen to customers' needs and expectations and put in place processes and people to meet them. Zurich's approach to managing quality uses a combination of methods. The iQuality system was developed to help employees deliver quality consistently to customers. The acronym defines what quality looks like at Zurich. 2 Case Study Adapted from Creating Qunlly Cust omer Care: AZorich Case Stwly. Chapier 10 . The Tools of Quality 301 i- You, Me, Everyone Q-Question U - Understand A-Act L-Lead I- Inspire T- Teamwork Y You Zurich carries out regular quality sampling of the customer care it provides and the outputs it produces. The amount of quality sampling it carries out differs depending on factors such employee experience and trend of errors. Should a Zurich employee produce a high rate of errors, the sampling will be increased to monitor the process more closely. When errors are found, the "five whys" method is used to identify the source (a technique used in six sigma DMAIC methodology). When the root cause has been identified, a solution is implemented and the process is monitored to ensure the solution is addressing the error. Zurich's commitment to customer centricity aims to go beyond standards set by regulatory bodies. As a global organization, Zurich aims to be the best insurer as measured by all its main stakeholder groups: its customers, its shareholders and its employees. For a customer focused organization, high levels of customer satisfaction is a key indicator of successful quality management. Market research involving large numbers of Zurich's customer's helps in hearing the voice of the customer (VOC).Additionally, as part of Zurich's customer impact Discussion Questions 1. Identify some of the ways in which Zurich ensures quality is a core value throughout the organization. 2. Discuss the quality tools used by Zurich to identify the source of errors and how the organization is ensuring that errors do not occur repeatedly. scheme, customers were asked to rale the company's performance. Results showed that most customers gave a rating of good, very good and excellent. In the financial services industry, products and prices can appear very similar to customers, so customer care is the differentiating factor between providers. Customers that have a positive experience are much more likely to renew their policies, buy other products and mervices, and recommend the company to others. Not managing quality could lead to unsatisfied customers, who could easily choose to take their business elsewhere. Zurich's customer care sets it apart from others in the industry while maximizing relention of its customers. A measure of the success of Zurich's quality management methods are the numerous awards the company has received from within its own industry. Recent awards for Zurich include two Five Star Service Awards at the FT Financial Adviser Awards. This followed an intensive voting process involving 25,000 questionnaires - the biggest poll in the financial services industry. Zurich also received an Outstanding Achievement Award at the FT Adviser Online Service Awards in recognition of the way that it has maintained a level of excellence since the awards began. Any organization that is serious about quality, not only strives to fulfill customer requirements and expectations, it inspires to exceed them. Zurich places quality as a core element of their business strategy. It actively manages and measures the quality of the service it provides to make sure its customers receive the best possible level of customer care. 3. Do you believe Zurich is a pioneer of quality management in the financial services industry? Why or why not
