Learning Organization should essentially consist of people who are continually
increasing their capacity to produce the results they really want to produce. The
groupware can only provide the support but it is people who make the technology
work. The Learning Organization Framework of Insurance Sector, emerged as an
outcome of the implications of simulation results, is shown in Figure 10.
Fundamentally, it emphasizes the development of a Diagnostic Metrics, which could
be in the form of a measurement instrument i.e. a questionnaire. Using this metrics the
Customer Expectation as defined by: Word of mouth, Personal needs, Past experience
and External communication and the Customer perceptions as defined by: Tangibles of
service, Core service, Human element of service, Non human element of service, and
Social responsibility have to be evaluated on a regular time interval. This will enter
into a system database, and thus, forms a basis for measuring the Service Quality Gap
(P-E). Based on this study, a Gap Analysis may be performed and all those who are
responsible for providing quality service have to be involved in this exercise.
Essentially, the regional heads and experts constitute the core teams and take lead in
this analysis. As an outcome, all the shortcomings may be listed and measures to fill
the gap between customer expectation and the service provided may be proposed.