The performance standard is Zero Defect which is not ?that close enough. The measurement of quality is the price of non-conformance, not indexes.
The rewards of higher quality produce include: i. greater customer loyalty; ii. improved market share; iii. higher returns to shareholders; iv. reduced service calls; v. higher prices; vi. greater productivity
The impact of Nationalisation includes: i. Increase in reach; ii. Development of human resource and expertise; iii. Reduction in policy cost; iv. Social obligations; v. Stable market; vi. Customer friendly initiatives
There could be several parameters to evaluate the quality of these services. These could be in terms of: i. Time taken in delivery of policy documents, ii. Fast settlement of claims to the satisfaction of the claimant, iii. Wide spectrum of products to be selected from lower pricing, iv. After sale contacts with the consumers on a periodic basis etc.
The basic elements of customer service include tangibility, problem solving, reliability, responsiveness, reasonableness, assurance, and empathy.
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