By 2005, AXA had become one of the world's largest and most successful insurance companies, but Claude Brunet, Member of the Management Board, in charge of Transversal Operations, Communication, Marketing and Human Resources, believed that to achieve its aspirations the company was going to have to become much more customer focused.
A culture change program that contained many elements of Six Sigma philosophy and methodology, AXA Way, was the spearhead of this change. The case describes how those challenges were overcome by AXA, the challenges of its execution, and the AXA Way plan. Learning objectives: Understand how to manage the culture change required to enhance customer service using Six Sigma. Six Sigma is occasionally seen as a technical change, as simply a methodology, but change in mindset and attitude - in culture - are required for Six Sigma to succeed. Understand how Six Sigma can be successfully adopted in a service industry.
PUBLICATION DATE: June 04, 2009 PRODUCT #: IMD391-PDF-ENG
This is just an excerpt. This case is about GLOBAL BUSINESS
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