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17 Points of Quality

 
17 Points of Quality

These are the elements that make up an agency and are the areas that will be reviewed:

 

 

 
  1. CUSTOMER FOCUS
    Satisfying customers through meeting their requirements and value expectations is the primary task of every employee. >>more details

  2. COMMUNICATIONS
    Verbal and nonverbal communications throughout all parts of the Agency are two-way, clear, timely, consistent and forceful. >>more details

  3. MISSION/VISION/VALUES
    Management establishes mission, vision and values for the Agency and leads the initiative to set direction and align everyone in pursuit of them. >>more details

  4. PLANNING/STRATEGY
    Planning at all levels of the Agency keeps everyone focused on its vision, goals and strategies and provides a framework for achieving desired results. >>more details

  5. BUSINESS RESULTS
    Financial and business improvement results meet objectives, show positive trends and substantiate Agency success. >>more details

  6. SELECTION
    Employees are selected using criteria that promotes the needs and expectations of the Agency both in the short term and the long term. >>more details

  7. DEVELOPMENT/PERFORMANCE METRICS
    People are recognized as key strategic resources. Development opportunities are provided to assure that each employee understands, supports and contributes to achieving Agency success. >>more details

  8. INVOLVEMENT
    All employees are involved in establishing and achieving initiatives for performance and improvement goals.
    >>more details


  9. MOTIVATION
    Employees are motivated through trust, respect, recognition and a work environment that is conducive to the well-being and growth of all employees. >>more details

  10. CARRIERS & PRODUCTS
    Well chosen partnerships with carriers and other markets are key to providing excellent products and services. >>more details

  11. INFORMATION/PROCESS MANAGEMENT
    Required information is clear, accurate, timely, useful, accessible and integrated with products, services, processes and procedures. >>more details

  12. INTEGRATION/SYSTEM EFFICIENCY
    Processes and the products and services created by them are jointly designed as an integrated system. >>more details

  13. BUSINESS ASSOCIATES
    Contributions of business associates (vendors, partners, alliances, subcontractors, etc.) for business opportunities, products and services meet all requirements and add value to business results and performance improvements. >>more details

  14. SALES AND MARKETING
    A defined sales and marketing approach is established and is being effectively utilized in creating sales and agency awareness. >>more details

  15. ACCOUNTABILITY
    Accountability objectives, measures and indicators for Agency performance are established, reported, analyzed and effectively used. >>more details

  16. COMMUNITY INVOLVEMENT
    Well chosen activities within the community to not only give back but also to establish your name and services as a premier business. >>more details

  17. INNOVATION/CONTINUOUS IMPROVEMENT
    Innovation is planned and effectively utilized in developing, implementing and improving processes. >>more details
  To find out how you can begin your journey to the Five Star Agency Designationsm, please contact Heather Kramer, CIC, Vice President & COO at 800.742.6363 or by email at hkramer@massagent.com