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Knowledge Management
Lean Service Methodology for Service Excellence in Max Life
Insurance
Anubhuti Dhawan
E 10
15020441051
MAX LIFE INSURANCE
COMPANY
 Max LifeInsurance is a jointventure between Max India Ltd. and Mitsui Sumitomo Insurance
Co. Ltd.
 It has a country-wide distributionmodel including the country’s leading agent advisors,
exclusive arrangement withAxis Bank and several other partners.
 Max LifeInsurance offers life insurance and retirement solutions for long-term savings and
protection to more than 30 lakh customers
SOME INDUSTRY FIRSTS
 First company to provide freelook period of 15 days to customer
 First company to start toll free linefor agent service
 First and the only life insurance company in India to implement Lean Methodology of service
excellence in service industry
 First LifeInsurance company in India to be awarded ISO 9001:2008 certification
Lean Services
 The objective of Lean Services is elimination of wastes at
various stages, These wastes can be classified as –
Delay-The aim is to eliminate delays for the customers in
terms of waiting for service, waiting in queues or waiting for
response.
Duplication-The aim is to eliminate duplication in the form of
repeated entry of data, repetition of details on forms etc.
Lean Services
Movement-This involves elimination of unnecessary
movement in the form of queueing multiple times, poor
seating or layout of work stations etc.
Communication-This involves removing confusions,
misunderstandings and any other noise(barriers) in
communication process
Lean Services
Inventory-This involves avoiding situations such as being
out of stock, unavailability of required service
Errors in providing service-This can happen due to
untrained or unprofessional staff
Service Quality-Avoiding lack of quality in service
Inability to retain or attract customers-This may be due to
wrong attitude, unfriendliness, failure to establish customer
relations
Lean Services
 The concept of Lean Services first came about in Japan.
 This concept was introduced in Max Life Insurance due to its
collaboration with Mitsui Sumitomo
 Max Life has successfully implemented Lean Services to
improve service quality and is the first Life Insurance
Compani in India to do so.
Knowledge management

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Knowledge management

  • 1. Knowledge Management Lean Service Methodology for Service Excellence in Max Life Insurance Anubhuti Dhawan E 10 15020441051
  • 2. MAX LIFE INSURANCE COMPANY  Max LifeInsurance is a jointventure between Max India Ltd. and Mitsui Sumitomo Insurance Co. Ltd.  It has a country-wide distributionmodel including the country’s leading agent advisors, exclusive arrangement withAxis Bank and several other partners.  Max LifeInsurance offers life insurance and retirement solutions for long-term savings and protection to more than 30 lakh customers
  • 3. SOME INDUSTRY FIRSTS  First company to provide freelook period of 15 days to customer  First company to start toll free linefor agent service  First and the only life insurance company in India to implement Lean Methodology of service excellence in service industry  First LifeInsurance company in India to be awarded ISO 9001:2008 certification
  • 4. Lean Services  The objective of Lean Services is elimination of wastes at various stages, These wastes can be classified as – Delay-The aim is to eliminate delays for the customers in terms of waiting for service, waiting in queues or waiting for response. Duplication-The aim is to eliminate duplication in the form of repeated entry of data, repetition of details on forms etc.
  • 5. Lean Services Movement-This involves elimination of unnecessary movement in the form of queueing multiple times, poor seating or layout of work stations etc. Communication-This involves removing confusions, misunderstandings and any other noise(barriers) in communication process
  • 6. Lean Services Inventory-This involves avoiding situations such as being out of stock, unavailability of required service Errors in providing service-This can happen due to untrained or unprofessional staff Service Quality-Avoiding lack of quality in service Inability to retain or attract customers-This may be due to wrong attitude, unfriendliness, failure to establish customer relations
  • 7. Lean Services  The concept of Lean Services first came about in Japan.  This concept was introduced in Max Life Insurance due to its collaboration with Mitsui Sumitomo  Max Life has successfully implemented Lean Services to improve service quality and is the first Life Insurance Compani in India to do so.