Objective:
The course objective is to provide students with an understanding of the language, tools, and concepts of total quality management.
Learning Outcomes:
- Define and describe total quality management and apply the techniques of total quality management and continuous improvement to various aspects of the property and liability insurance business
General Course Topics:
- The nature of the insurance business
- Customer identification
- What customers want
- The voice of the customer
- Key processes
- The process improvement model
- Process improvement tools
- Leadership, teamwork, and organizational structures
- Checking on progress