A balanced set of measures points the way to customer satisfaction at Prudential
Prudential Insurance Company of America has adopted a business measurement philosophy based on financial performance and customer needs and expectations. The goals set forth by such a strategy are met using a variety of tools including strategic, diagnostic and analytic instruments. Prudential's customer management plan is also backed by performance management programs that aim to ensure employee effectiveness. These have helped the company to concentrate on areas that needs to be improved and to associate customer needs to future retentions or referrals.
Publication Name: National Productivity Review
Acquiring to grow
Fishers International provides services to insurers and is a loss adjuster. The company carried out acquisitions in 1996 which have boosted 1997 interim results. The company's pre-tax profit was up by 40% to 1.23 million pounds sterling for 1st half 1997. Fishers ranks first in the Irish market for loss adjusters, though mainly operates in the United Kingdom. Loss adjusting accounts for 80% of net revenue, and other divisions include claims handling.
Publication Name: Investors Chronicle
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- Abstracts: Using a family of measures to assess organizational performance. Competing based on the customer's hierarchy of needs