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商品編號： IMD391 出版日期： 2009/06/04 作者姓名： Weeks, John;Baillot, Jean-Pierre;Weeks, Suzanne 商品類別： General management 商品規格： 10p 再版日期： 地域： 產業： Insurance 個案年度： 2005 -
商品敘述：
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 ambitions the company was going to have to become much more customer focused. AXA Way, a culture change program that included many elements of Six Sigma philosophy and methodology, was the spearhead of this change. The case describes the AXA Way program, the challenges of its implementation, and how AXA overcame those challenges. Learning objectives: Understand how to manage the culture change necessary to improve customer service using Six Sigma. Six Sigma is sometimes seen as a technical change, as just a methodology, but change in attitude and mindset--in culture--are required for Six Sigma to succeed. Understand how Six Sigma can be successfully adopted in a service industry.
涵蓋領域：
Change management;Customer service;Six sigma
相關資料：
Case Teaching Note, (IMD392), 10p, by John Weeks
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