Mapping the customer centric weather index insurance service design using quality function deployment
ISSN: 1754-2731
Article publication date: 7 January 2022
Issue publication date: 29 November 2022
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 Chiefâ 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
:Emerald Publishing Limited
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