Axa Case

In: Business and Management

Submitted By putririzky
Words 1314
Pages 6
ANALISIS KASUS MANAJEMEN OPERASI

1.1 Sinopsis Kasus

AXA merupakan salah satu perusahaan Asuransi dari Prancis yang didirikan pada tahun 1982. Pada tahun 2001, terjadi resesi ekonomi dunia, depresiasi pasar keuangan dan banyak “loss” yang terus menerus terjadi sehingga tahun tersebut menjadi tahun terburuk dalam sejarah industri Asuransi. AXA sendiri terkena dampak dari situasi ekonomi yang buruk tersebut, sehingga para Management kemudian memutuskan untuk melakukan beberapa perubahan pada proses operasionanya.

Pada tahun 2002, AXA WAY diperkenalkan oleh Claude Brunet sebagai program improvement yang akan mengubah konsep layanan di AXA, yaitu layanan yang lebih berfokus kepada konsumen. Ketika memperkenalkan AXA Way, Brunet menekankan kepada kemungkinan resistansi yang akan muncul dari para karyawan dan pentingnya dukungan yang diberikan pada inisiasi awal program ini. AXA Way diimplementasikan dengan 3 fase, yaitu :

1. Fase 1 yang berfokus untuk melakukan improvement pada proses yang sudah ada dengan penerapan metode DMAIC (Define – Measure – Analyze – Improve – Control)

2. Fase 2 yang berfokus pada pengelolaan proses yang sudah ada melalui metode DMO (Define – Measure – Operate)

3. Fase 3 yang berfokus pada pembuatan proses baru dengan menggunakan metode DIDVO (Define – Innovate – Design – Validate - Operate)

Seiring dengan penerapan AXA Way, mulai muncul padangan skeptis dari para petinggi dari AXA, bahwa AXA way hanyalah suatu program untuk mengurangi biaya operasional saja.

Setelah 2 tahun menerapkan fase 1, maka sudah saatnya bagi AXA untuk memulai fase 2 dan AXA Way akan berpindah fokus dari DMAIC ke DMO. Penerapan fase 2 dari AXA way ini memang menghasilkan dampak positif, yaitu peningkatan dari segi revenue, kepuasan konsumen, dan penjualan. Keberhasilan tersebut membawa…...

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