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Mapping the customer centric weather index insurance service design using quality function deployment

Pankaj Singh (Department of Management, ABV Indian Institute of Information Technology and Management, Gwalior, India)
Gaurav Agrawal (Department of Management, ABV Indian Institute of Information Technology and Management, Gwalior, India)

The TQM Journal

ISSN: 1754-2731

Article publication date: 7 January 2022

Issue publication date: 29 November 2022

154

Abstract

Purpose

The present paper aims to propose a framework on weather index insurance (WII) service design by using quality function deployment (QFD).

Design/methodology/approach

This study utilizes QFD technique to propose a customer oriented framework on WII service design. In initial phase, customer and design requirements were gathered to derive the relationship between customers' and managers' voice for construct the house of quality (HOQ). Later on, prioritized customer and design requirements as QFD outcome were utilized to develop the action plan matrix in order to suggest the future action plans.

Findings

This study proposed a customer centric framework on WII service design to address the customer requirements. Findings show that adequate claim payments, hassle free prompt claim payment and transparency in losses computation are prioritized customer requirements with highest importance rating, whereas, accurate claim estimation, claim management system and advancement of technology are prioritized service design necessities with highest importance rating.

Research limitations/implications

The proposed WII service design can enhance the quality of WII service by attain the higher standards of WII service in order to completely satisfy the customers.

Practical implications

The proposed WII service design can provide a solution to the problems faced by WII industry by improve the customer's service experience and satisfaction.

Originality/value

Based on best of author's knowledge, this paper first proposed a framework on WII service design by integrating customer and design requirements by using QFD.

Keywords

Acknowledgements

The authors would like to deliver appreciation and thankfulness to Professor Alex Douglas (Editor in Chief‐ The TQM Journal) and anonymous reviewers for their valuable remarks and comments to expand the quality of paper.

Citation

Singh, P. and Agrawal, G. (2022), "Mapping the customer centric weather index insurance service design using quality function deployment", The TQM Journal, Vol. 34 No. 6, pp. 1800-1822. https://doi.org/10.1108/TQM-08-2021-0236

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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