Kalite Fonksiyon Göçerimi ile Bireysel Emeklilik Sistemleri Pazarlayan Sigorta Şirketlerinin Teknik Özelliklerinin İncelenmesi Üzerine Bir Çalışma

Kalite Fonksiyon Göçerimi, temel olarak müşteri isteklerini ve beklentilerini organizasyonun süreçlerine aktaran ve hangi teknik özelliklerin geliştirilmesinin maksimum müşteri memnuniyeti yaratacağını ölçen bir süreçtir. Kalite Fonksiyon Göçerimi girdisi olan müşterinin sesinin değerlendirilmesi bu çalışmada Analitik Hiyerarşi Süreci yardımıyla gerçekleştirilmiştir. Bu çalışma için katılımcılar istek ve beklentilerini karşılaştırma imkânı da bulmuştur. Bu çalışmanın amacı, bireysel emeklilik planları alma ihtimali bulunan potansiyel müşterilerin ve sistem üyesi olan mevcut müşterilerin beklentileri için kriterler ve sigorta şirketlerinin sigortalı/sigortalanabilir bu müşterilerin beklentilerini ne derecede karşılayabildiğini belirleyebilmektir. Çalışma, sigorta şirketlerine müşteri beklentileri yardımıyla iyileştirme yollarıyla ilgili öncül bilgiler sunmaktadır.

A Study About Analysing of Technique Characteristics of Insurance Companies Which Market Individual Pension Systems With QFD

Quality Function Deployment is a technique which gathers the needs and expectations of the customers and reflects them to the business processes and measures technical characteristics to be improved to create maximum customer satisfaction. The voice of the customer (VOC) which is the input of Quality Function Deployment is evaluated with Analytical Hierarchy Process in this study. For this study, the participants found the opportunity to assess their needs and requirements with multiple decision criteria. The aim of this study is to determine the criterion for the requirements of the current customers and the customers who are likely to purchase individual pension products and notifying to what extend the needs of the potentially insurable customers/current customers are met by the insurance companies. The study suggests a priori information for the insurance companies about the improvement route suitable for customer needs.

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