1. The AXA Way Presented by- Saurabh

3. Engaged in life health insurance and investment management.

4. Operates in Western Europe ,North America and Asia-Pacific and Middle-East.

5. This group encompasses 5 operating business segment—

6. Life & Savings

7. Property and Casualty

8. International Insurance

9. Asset Management

10. Other financial services

11. In 1988 ,merger between AXA and Compagie Du Midi

13. Its turnover is around $45 million(US).

14. In 1994 ,AXA established AXA Asset management in Europe and later renamed it as AXA Investment Managers.

15. In 1996 ,AXA came out with an American Depositary receipts and got listed in New York Stock Exchange.

17. In the life insurance segment, insurance companies faced pressure on their investment margins and low fees on universal life insurance products.

18. Poor economic conditions in Japan adversely affected the consumer confidence in financial products.

19. Due to global recession in 2001 AXA revenues dropped by 6.25% compared to 2000.

22. Improving process performance to meet customers expectations

23. Continuous Improvement of the performance

24. Continuously listening to customers

25. Building a customer and performance oriented culture

27. Key measure identified and systematically tracked

28. Employee Ownership and Responsibility

31. AXA Ireland started “Mad House” Program

32. “VOC” was used by AXA to introduce several new products.

33. AXA introduced Multihelp, comprising of five different insurance products.

34. Driving Help

35. Travel help

36. Home Help

38. AXA kept its employees informed about the strategies and objectives of the group.

40. Employee involvement Ownership of the tasks they were involved in and contribution towards improvement of processes Awareness of their activities , the group( strategies and objectives)and contribution to organization

41. Commission payments D – identification of complaints M – audit of a sample of payments A – instance of inaccurate payments and the causes of mistake I – correct commission rates, C - query system

42. Continuous improvement AXA Ireland – Innovation Quadrant - creating customer focused opportunities, improving, elimination, reusing success stories Madhouse program Voice of customers – Odyssiel in France Multihelp in Germany Insurance according to mileage estimates in Italy

43. Changes In a span of one year 200 ideas were presented of which 20 were implemented. Scope survey score increased from 36 in 2003 to 47 in 2005. Customer satisfaction on servicing increased from 64 to 69 percent, and in customer satisfaction on selling it increased from 64 to 79 percent Customer retention in Japan(10.6-6.6), reinvestment for maturities in Portugal(48- 57), reinvestment rate in Italy(27-44), Spain(23- 42) Increase in annual benefits € 38 million to € 200 million

44. BENEFIT OF THE IMPLEMENTATION OF “AXA WAY” 90 percentage of the growth revenues. Customer satisfaction Customer retention Annual benefits-technical gains, productivity gains, reduction in general expenses, incremental revenues, cost reduction Wide range of the product

45. To improve the quality of the service further………….. Implementation of MBO Implementation of EVA Implementation of the BALANCE SCORE CARD -customer perspective -financial perspective -internal business process perspective -innovation and growth perspective Feed forward control