Product details

The case examines the issues involved in the delivery of an insurance service and the procedures and patterns of delivery. It focuses on the activities that need to be performed for efficient production and delivery of a service. The case also discusses various issues relating to technology-based services. In particular, the case focuses on the use of technology by insurance companies to enhance customer service. The case is structured to enable students to: (1) understand the significance of process management in the production and delivery of a service in an insurance organisation; (2) understand the problems associated with the use of technology in providing service; (3) understand the potential of call centres (of insurance organisations) for providing effective services; and (4) understand the relationship between information systems and marketing research. The case is aimed at MBA/PGDBA students, and is intended to be part of the insurance marketing curriculum.