In this paper an attempt has been made to transform the Insurance Sector into a
Learning Organization. To start with, the key parameters which influence the Service
quality, e.g. Past experience, Personal needs, External communication, and Word of
mouth have been analyzed using System Dynamics. The results have indicated that
these parameters do have significant influence on the Service quality of the Insurance
sector. Drawing on the inferences of the simulation results, a framework has been
proposed to identify the key components of the Learning Organization in Insurance
Sector. The framework gives a systematic flow of information and knowledge
Figure 10.
Learning organization
framework of insurance
sector
TLO
14,6
520
pertaining to the service quality and suggests means to store it in the knowledge base
of the organization in the form of a well defined Knowledge Management System
(KMS).