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\red128\green128\blue128.\red255\green64\blue0. Claude Brunet.\red192\green192\blue255.\red192\green128\blu e64.\red128\green0\blue128. 2005 and Philippe Fort.\red192\gre en0\blue64.\red255\green255\blue64.\red128\green128\blue255.\red192\green0\blue128.\red192\green255\blue192.\red255\green128\blue64.\red192\green128\blue192.06. Brunet.\red128\green255\blue255.\red192\green128\blue128.\red255\green192\blue64 .\red128\green255\blue128.\red192\gre en64\blue192.\red64\green255\blue0.\red64\green192\blue255.\red192\green64\blue64.\red 255\green255\blue0.\red255\green255\blue255.\r ed128\green255\blue192.\red64\green192\blue64.\red192\g reen192\blue192.4\green128\blue255.\red128\green0\blue0.\red128\green64\blue128.\red128\green255\blue64.\red128\green 192\blue64.\red64\green192\blue192.\red255\green0\blue255. the Group Chief \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 AXA Way Officer.\red192\green128\blue0.\red255\green64\blue64.\red255\green192\blue192.\red255\green0\blue64.\red255\green128 \blue192.\red128\green192\blue128. There was \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 goo d news to report. \red255\green64\blue128. was finalizing his preparations for a meeting \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 the next day with his boss.\red192\green0\blue192.\red255\green128\blue255.\red128\green64\blue0.\red128\green192\bl ue255.\red128\green 64\blue64.\red128\green0\blue255.\red255\ green128\blue0.2009 }\par } {\phpg\posx9653\pvpg\posy2034\absw2534\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 ost \par } {\phpg\posx8974\pvpg\posy2913\absw1595\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 P \par } {\phpg\posx1717\pvpg\posy3044\absw9001\absh247 \b \f20 \fs28 \cf0 \b \f20 \fs28 \cf0 AXA WAY: THE PURSUIT OF EXCELLENCE THROUGH \par } {\phpg\posx4140\pvpg\posy3404\absw3757\absh247 \b \f20 \fs28 \cf0 \b \f20 \fs28 \cf0 QUALITY OF SERVICE \par } {\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 It was December 11.\red12 8\green128\blue192. \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 and the sponsor of AXA Way.\red255\green64\blue192.\red64\green255\blue128.\red64\green255\blue192.\red192\green255\blue2 55. had reason to be pleased with the \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 imp rovements in process quality and customer service that AXA .\red255\green0\blue128.\red128\green192\blue0.\red255\green128\blue128.\red192\green255\blue0.\red192\green0\blue0. the Group Chief Operating Officer.\red192\green0\blue255.\red128\green128\blue64. about the progress of \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 the AXA Way program and its outlook for the future.\red255\green0\blue0.\red192\green255\blue128.\red128\green64\blue192.\red128\green128\blue0.\red64\gree n255\blue255.\red255\gre en0\blue192.\red255\gree n255\blue192.\red255\green192\blue0.\red128\green255\blue0.\red255\green192\blue255.\red192\green255 \blue64.\ red192\green192\blue0.} {\phpg\posx2073\pvpg\posy1991\absw1133\absh119 \f20 \fs9 \cf0 \f20 \fs9 \cf0 I N T E R N A T I O N A L \par } {\phpg\posx9278\pvpg\posy1377\absw1217\absh626 \b \f20 \fs24 \cf0 \fi85 \b \f20 \fs24 \cf0 IMD391 \par}{\phpg\posx9278\pvpg\posy1377\absw1217\absh626 \sl-364 \b \f20 \fs24 \cf0 { \fs21 04.\red192\green128\blue255.\red192\green192\blue64.\red192\green192\blue128. \red192\green64\blue0.\r ed64\green255\blue64.\red128\green192\blue192.\red255\green192\blue128.\red192\green64\blue255.\red128\green64\blue25 5.\red128\green0\blue64.\red64\green192\blue0.\red255\green255\blue128.\red255\green64\blue255.\ red128\green0\blue192.\red64\green192\ blue128.\red192\green64\blue128.

had \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 joi ned AXA in 2001 to steer the major transversal activities of \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 the Group. a former top executive in the automobile industry. \par}{\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \sl-235 \f20 \fs21 \cf0 Th is was not sustainable. \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \par\f20 \fs21 \cf0 Brunet. AXA would need a culture change from within. AXA had become one of the \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 wor ld's largest insurance companies. the \par}{\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \sl-235 \f20 \fs21 \cf0 Ch airman of AXA's Management Board. over the last 15 years. \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 it would have to be much more. It remained a siloed \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 org anization and true process thinking was still rare. Too many managers within AXA still saw AXA Way \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 or \par } {\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \f20 \fs21 \cf0 \f20 \fs21 \cf0 merely as a methodology drawing on Six Sigma tools and other \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 qua lity techniques. \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 But Fort knew that Brunet and the other members of the AXA \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 Way Strategic Committee would have challenging questions for \par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 him . but customer service was \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 sti ll not top of mind for many of its managers. As he told Henri de Castries. he was convinced that \par}{\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \sl-235 \f20 \fs21 \cf0 th e fluctuation in the outcome of AXA's processes was the \par}{\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \sl-235 \f20 \fs21 \cf0 st rongest source of customer dissatisfaction. He believed passionately that. \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 the gap of productivity gains between the manufacturing and the \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 fin ancial sectors had grown considerably and that financial \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 ser vices had significant potential for improvement. To achieve \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 the next level of process improvement. To achieve Brunet's ambitions for AXA Way. he was surprised to find that processes with a rate of \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 Cop \par } {\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \f20 \fs21 \cf0 \f20 \fs21 \cf0 defaults as high as two out of 10 were not unheard of at AXA.\par}{\phpg\posx4202\pvpg\posy4263\absw6708\absh2309 \sl-235 \f20 \fs21 \cf0 had made in the past three years under the banner of AXA Way. and to enhance customer \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 ser vice. When he \par}{\phpg\posx4202\pvpg\posy6850\absw6808\absh3367 \sl-235 \f20 \fs21 \cf0 joi ned." \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \ . "We must address \par}{\phpg\posx4202\pvpg\posy10614\absw6798\absh1250 \sl-235 \f20 \fs21 \cf0 th is issue at once.

Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright.edu or 617.International Institute for Management \par}{\phpg\posx4202\pvpg\posy13281\absw6380\absh653 \sl-235 \i \f20 \fs17 \cf0 Development. Permissions@hbsp.harvard.78 60. \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012. Not to be used or reproduced withou t \par}{\phpg\posx4202\pvpg\posy13281\absw6380\absh653 \sl-235 \i \f20 \fs17 \cf0 written permission directly from{\b IMD}.cf94 Not \par } {\phpg\posx4202\pvpg\posy13281\absw6380\absh653 \i \f20 \fs17 \cf0 \i \f20 \fs17 \cf0 Copyright © 2009 by{\b IMD} . Switzerland. \par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 y \par } {\phpg\posx1395\pvpg\posy4289\absw960\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 Jean-Pierre \par } {\phpg\posx2692\pvpg\posy4289\absw617\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 Baillot \par } {\phpg\posx3586\pvpg\posy4289\absw359\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 and \par } {\phpg\posx1395\pvpg\posy4524\absw2570\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \cf0 Research Associate Suzanne \par } {\phpg\posx1395\pvpg\posy4760\absw563\absh373 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 Weeks \par}{\phpg\posx1395\pvpg\posy4760\absw563\absh373 \sl-235 \i \f20 \fs17 \cf0 un der \par } {\phpg\posx2107\pvpg\posy4760\absw805\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 prepared \par } {\phpg\posx2097\pvpg\posy4995\absw291\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 the \par } {\phpg\posx3038\pvpg\posy4760\absw336\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 this \par } {\phpg\posx2579\pvpg\posy4995\absw945\absh161 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 supervision \par } {\phpg\posx3532\pvpg\posy4760\absw403\absh373 \i \f20 \fs17 \cf0 \i \f20 \fs17 \ cf0 case \par}{\phpg\posx3532\pvpg\posy4760\absw403\absh373 \sl-235 \i \f20 \fs17 \cf0 \f i196 of \par } {\phpg\posx1395\pvpg\posy5230\absw2608\absh1008 \i \f20 \fs17 \cf0 \i \f20 \fs17 \cf0 Professor John Weeks as a \par}{\phpg\posx1395\pvpg\posy5230\absw2608\absh1008 \sl-235 \i \f20 \fs17 \cf0 basis for class discussion \par}{\phpg\posx1395\pvpg\posy5230\absw2608\absh1008 \sl-235 \i \f20 \fs17 \cf0 .783. Lausanne.

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AXA had grown from being a \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 sma ll.\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Under the leadership of its founder. UAP in Fra nce. offering its customers products and services to meet the \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 ins urance. \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 Whe n de Castries took over from Bébéar as Chairman of the Management Board . AXA's conquest had been mainly driven by \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 acq uisitions: Equitable Life and Sanford Bernstein in the US. savings. regional French insurer in 1982 to become a global giant with a presence in \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 eve ry continent. Claude Bébéar. The 1990s had been good for the industry in general and for AXA in \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 par ticular. retirement and financial planning needs throughou t their \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 lif etimes.2 . for examp le. \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 Gua rdian Royal Exchange in the UK and Nippon Dantai in Japan. Throughout the decade.a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5923\pvpg\posy648\absw493\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 .

" In practice. a Group Exec utive \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 Vic e-President. a major cost- \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 cut ting initiative was launched and the company made its first attempt to develop \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 tra nsversal programs that would allow AXA to go to market as a single firm. \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 How ever. financial market depreciation and a \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 ser ies of severe losses which occurred simultaneously.000 employees and distributors. it continued to operate under the same principle that Bébéar had \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 int roduced a decade earlier: "Think global.}{\fs17 Considering}{\ fs17 processes}{\fs17 from}{\fs17 a } \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 more}{\fs17 analytical}{\fs17 perspective}{\fs17 would}{\fs17 be} {\fs17 an}{\fs17 advantage}{\fs17 for}{\fs17 all}{\fs17 of}{\fs17 us. \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs156 \cf94 \fi679 \f10 \f s156 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1564 \f10 \fs156 \cf94 P \par } {\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \f20 \fs21 \cf0 \f20 \fs21 \cf0 The year 2001 was the worst in the history of the insurance industry. The re was \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 pri de about AXA's growth and its worldwide platform but also awareness t hat \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 the y were not taking full advantage of it. Gerhard Rupper. it was clear that the Group needed to consolidate operations a cross the \par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 net work of some 140. For the fi rst \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 tim e there was a global economic recession.\par}{\phpg\posx2229\pvpg\posy1640\absw8432\absh2309 \sl-235 \f20 \fs21 \cf0 in 2000.}{\fs 17 Most}{\fs17 of}{\fs17 our}{\fs17 entities}{\fs17 suffer } \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 from}{\fs17 a}{\fs17 strong}{\fs17 legacy}{\fs17 in}{\fs17 terms}{\fs17 of}{\fs17 organization. Within AXA. \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 or \par } {\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \f20 \fs21 \cf0 \f20 \fs21 \cf0 There was a sense of urgency among at least some top executives. this meant tha t \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 AXA was quite decentralized and that Brunet would face many challenges i n \par}{\phpg\posx2229\pvpg\posy4462\absw8496\absh1885 \sl-235 \f20 \fs21 \cf0 doi ng the task for which he had been hired. observed: \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 Our}{\fs17 process}{\fs17 culture}{\fs17 and}{\fs17 reeng ineering}{\fs17 mindset}{\fs17 are}{\fs17 limited. act local.}{\fs17 They}{\fs17 are}{\fs17 ver .

} \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \par\f20 \fs21 \cf0 An increasing proportion of them shared the view that customer servic e.}{\fs21 however. Although our new call centers improv e the global picture.}{\fs21 AXA}{\fs21 had}{\fs21 50}{\fs21 million } \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 {\ fs21 customers}{\fs21 worldwide. \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \par\f20 \fs17 \cf 0 {\fs21 Revenues}{\fs21 in}{\fs21 2001}{\fs21 amounted}{\fs21 to}{\fs21 ap proximately}{\fs21 {\f63 \u8364\'3f}75}{\fs21 billion. \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 \f i278 quality of service is not a distinct competitive advantage in any major ent ity. had n ot \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 pro gressed as it should have done. }\par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \ cf94 Not \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J . Our ope rations are hardly \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 \f i278 focused on their integration.}{\fs21 and}{\fs21 while}{\fs21 brand}{\fs21 name}{\ fs21 recognition}{\fs21 was } \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 {\ fs21 high.}{\fs21 Market}{\fs21 shares}{\fs21 were } \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 {\ fs21 stalled}{\fs21 in}{\fs21 a}{\fs21 number}{\fs21 of}{\fs21 entitie s. another Group Executive Vice- \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 Pre sident.2}{\fs21 billion}{\fs21 and}{\fs21 assets} {\fs21 under}{\fs21 management}{\fs21 of}{\fs21 {\f63 \u8364\'3f}910}{\fs21 billion. expressed this view strongly: \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \f20 \fs17 \cf0 \fi278 \f20 \fs 17 \cf0 We are not paying our customers the full attention they deserve. Helen Kency.}{\fs21 with}{\fs21 ne t}{\fs21 cash}{\fs21 earnings } \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 {\ fs21 of}{\fs21 {\f63 \u8364\'3f}1. } \par}{\phpg\posx2229\pvpg\posy10604\absw8414\absh2073 \sl-235 \f20 \fs17 \cf0 {\ fs21 Property}{\fs21 &}{\fs21 Casualty}{\fs21 (28%)}{\fs21 and}{\fs21 Asset}{\fs21 Management}{\fs21 (7%).}{\fs21 Its}{\fs21 revenues}{\fs21 were} {\fs21 spread}{\fs21 among}{\fs21 Life}{\fs21 &}{\fs21 Savings}{\fs21 (65%). which \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 was now closely monitored through the AXA Customer Scope.}{\fs17 Process}{\ fs17 analysis}{\fs17 would } \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 bring}{\fs17 real}{\fs17 insight}{\fs17 where}{\fs17 internal}{\f s17 management}{\fs17 "games"}{\fs17 currently}{\fs17 prevail.}{\fs21 distribution}{\fs21 was}{\fs21 not}{\fs21 growing}{\fs21 as}{\fs21 fast}{\fs21 as}{\fs21 had}{\fs21 been}{\fs21 expected.tically}{\fs17 integrated}{\fs17 in}{\fs17 functions } \par}{\phpg\posx2229\pvpg\posy6814\absw8344\absh3155 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 whilst}{\fs17 processes}{\fs17 cut}{\fs17 across}{\fs17 our}{ \fs17 traditional}{\fs17 hierarchical}{\fs17 barriers.

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To ensure \par}{\phpg\posx2229\pvpg\posy13164\absw8399\absh827 \sl-235 \f20 \fs21 \cf0 suc cess in the pilot phase. Local entities would apply guid elines and \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 me thodologies developed by the Central Team regarding the priorities they would \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 op t for by themselves. \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 ad ditional operating costs generated by the program would be minimal and the \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 cu rrent priorities of the entities involved would be supported. not chal lenged. \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \par\f20 \fs21 \cf0 Number of projects completed and underway. by focusing on simple process es. Fort stressed that three things were needed: Strong \par}{\phpg\posx2229\pvpg\posy13164\absw8399\absh827 \sl-235 \f20 \fs21 \cf0 com mitment among the senior management of each participating entity . \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 wo uld act as a global enabler. The need to concentrate on projects with a customer focus \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 wa s emphasized but not mandated. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13164\absw8399\absh827 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Ten entities had volunteered to pilot test AXA Way projects in 2002. \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \par\f20 \fs21 \cf0 Staff involved: The aim was for 1% of the global workforce to be \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \f20 \fs21 \cf0 ope rational "black belts" by 2006. \par}{\phpg\posx2229\pvpg\posy13164\absw8399\absh827 \sl-235 \f20 \fs21 \cf0 emp . \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \f20 \fs21 \cf0 \f20 \fs21 \cf0 First steps were to focus on simple processes in order to achieve " quick wins" \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 fr om the "low hanging fruit. \par}{\phpg\posx2229\pvpg\posy10812\absw8587\absh1885 \sl-235 \f20 \fs21 \cf0 Ph ilippe Fort and the AXA Way Central Team.{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Alignment of AXA Way projects with the strategy of the entity and \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \f20 \fs21 \cf0 AXA Group. \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \par\f20 \fs21 \cf0 Income generated: "AXA Way Project Net Income" (AWPNI) was to \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \f20 \fs21 \cf0 be calculated on a per project basis as the difference between its \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \f20 \fs21 \cf0 ben efits (cost reduction plus incremental revenues) and its \par}{\phpg\posx3340\pvpg\posy7755\absw7312\absh2520 \sl-235 \f20 \fs21 \cf0 imp lementation cost." Importantly. based in AXA's headquarters .

78 60. Permissions@hbsp. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Do \par } {\phpg\posx2785\pvpg\posy7715\absw165\absh910 \f40 \fs21 \cf0 \f40 \fs21 \cf0 x \par}{\phpg\posx2785\pvpg\posy7715\absw165\absh910 \sl-352 \par\f40 \fs21 \cf0 x \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 or \par } {\phpg\posx2785\pvpg\posy9596\absw165\absh910 \f40 \fs21 \cf0 \f40 \fs21 \cf0 x \par}{\phpg\posx2785\pvpg\posy9596\absw165\absh910 \sl-352 \par\f40 \fs21 \cf0 x \par } \sect\sectd\pard\plain \pgwsxn12240\pghsxn15840 {\phpg\posx0\pvpg\posy0\absw12240\absh15840 \overlay {\*\shppict {\pict\jpegblip\picw612 \pich792 \picwgoal12240 \pichgoal15840 \picscalex100 \picscaley100 ffd8ffe000104a46494600010100000100010000ffdb004300010101010101010101010101010101 01010101010101010101010101010101010101010101010101010101010101010101010101010101 010101010101010101ffdb0043010101010101010101010101010101010101010101010101010101 0101010101010101010101010101010101010101010101010101010101010101010101010101ffc0 0011080318026403012200021101031101ffc4001f00000105010101010101000000000000000001 02030405060708090a0bffc400b5100002010303020403050504040000017d010203000411051221 31410613516107227114328191a1082342b1c11552d1f02433627282090a161718191a2526272829 2a3435363738393a434445464748494a535455565758595a636465666768696a737475767778797a 838485868788898a92939495969798999aa2a3a4a5a6a7a8a9aab2b3b4b5b6b7b8b9bac2c3c4c5c6 c7c8c9cad2d3d4d5d6d7d8d9dae1e2e3e4e5e6e7e8e9eaf1f2f3f4f5f6f7f8f9faffc4001f010003 0101010101010101010000000000000102030405060708090a0bffc400b511000201020404030407 05040400010277000102031104052131061241510761711322328108144291a1b1c109233352f015 6272d10a162434e125f11718191a262728292a35363738393a434445464748494a53545556575859 5a636465666768696a737475767778797a82838485868788898a92939495969798999aa2a3a4a5a6 a7a8a9aab2b3b4b5b6b7b8b9bac2c3c4c5c6c7c8c9cad2d3d4d5d6d7d8d9dae2e3e4e5e6e7e8e9ea f2f3f4f5f6f7f8f9faffda000c03010002110311003f00fefe28a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a002bf207f6f2ff008293eb1f08fc7761fb2e7ec92bf0ff00c61fb4d5efc40f83 3f0b7e24fc47f887e17f1dfc4dfd9c7f634f1dfed41a3f8f97f635d0bf6b4f0ffc15d6b4ff008b5a 2ffc3607c5af05685f033c1da9f87bc9d1fe0b5afc4df0cfc73f8c7a85968baafc12f863fb4879ff 00c7dff82eefecf7fb2ffedf5f057fe09d1f1d3f668fdaff00c0ff001b7f688f881f0e3c1bf077c5 3fd8ff00b33f89be1678c3c39f16fe346b3f02fe1f7c58fedbf07fed41e20f16f87fe1ff00883c5b e1fd5f51fecdf14f81f44f8a7a57872d3ed7adfc34d3753b8b5d226fe38bfe0ad5ff00050afd9aac bf6e5fdb6b5cf17e87fb6ffecebfb4f2f883c5d7ba5fc1cf8abfb1d7c10f166b7e05f8853fec73f0 5fe0358fc2fbff001bf8ebfe0a1bf1c7f65c5fd983f690d73e027c10f177ed1be3ef867fb0bebff1 33f6a7fd91f54f127ecdf71f193c7bfb30fc4fbcd03c4001fbfdff0004f5ff0082e8fedd3fb57f8a b49f144df0e3f660f8d7f05a4f83ff00b275edff00863c2bf0a7f691fd8f3e3efc4efda1ff00699d .owerment of the people involved in the initial projects and clear. measurable \p ar } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012.harvard.edu or 617.783. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright.

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AXA Way was then to be extended to all AXA entities in 200 3 with \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 glo bal monitoring and opportunities to share best practice and experience built \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 int o the roll-out program.\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \f20 \fs21 \cf0 \f20 \fs21 \cf0 targets. \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-313 \par\f20 \fs21 \cf0 .4 .a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5923\pvpg\posy648\absw493\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 .

Most of the \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \f20 \fs21 \cf0 mem bers of the initial team chosen by Brunet. \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 For t heard comments such as: \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 Six}{\fs17 Sigma}{\fs17 may}{\fs17 be}{\fs17 fine}{\fs17 for . Six Sigma was a well-known re- \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 eng ineering methodology that had been successfully used by a numb er of \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 cor porations. indicating only \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-1555 \f20 \fs21 \cf0 3. particularly in manufacturing industries. including Fort himself.{\f10 \fs155 \cf94 or } \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \par\f20 \fs21 \cf0 The Central Team also addressed the necessity of progressively raising the leve l of \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \f20 \fs21 \cf0 awa reness of AXA Way throughout the Group and coordinated training programs. {\b The}{\b AXA}{\b Way}{\b Central}{\b Team } \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \par\f20 \fs21 \cf0 The AXA Way Central Team used the Six Sigma approach to craft a tailor-made \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 met hod adapted to the AXA business culture. The approach was to \par}{\phpg\posx2229\pvpg\posy1640\absw8388\absh2451 \sl-235 \f20 \fs21 \cf0 ide ntify and remove defects in business processes. 4 defects per million opportunities." \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \par\f20 \fs21 \cf0 They would need to be. Even some of the top executives who attended the \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 Feb ruary meeting where Brunet had introduced AXA Way were skeptical about it. Their experience in the insurance \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 ind ustry was limited but they were willing and eager to learn. Fort was confident \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 tha t they would be inspiring and persuasive. were young \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \f20 \fs21 \cf0 exe cutives who had had Six Sigma experience in manufacturing companies such \par } {\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \f20 \fs21 \cf0 \f20 \fs21 \cf0 as General Electric and Ford Motor Company. Each level of improvem ent \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs155 \cf94 \fi679 \f10 \f s155 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1555 \f10 \fs155 \cf94 P \par } {\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 corresponds to a specific rate of defects: A "Process-Sigma 3" indicates that th ere \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \f20 \fs21 \cf0 are fewer than 7% defects. \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \f20 \fs21 \cf0 and a "Process-Sigma 6" is almost synonymous with zero defect. \par}{\phpg\posx2229\pvpg\posy4384\absw8681\absh2309 \sl-235 \par\f20 \fs21 \cf0 Recruitment of the 10 members of the Central Team began in 2001. a "Process-Sigma 4" indicates fewer than 1% defects. yet diplomatic enoug h to be \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 "pe rceived and accepted as positive agents of change.

The most cynical saw AXA Way as a poorly disguised \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 co st cutting drive.harvard. as well as to the centra l AXA Way \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 te am.78 60. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. Permissions@hbsp." \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \par\f20 \fs21 \cf 0 Brunet and Fort had their work cut out for them to build the operational suppo rt \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 ne cessary for the program's success. \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 re porting directly to the CEO of the entity. } \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 It}{\fs17 might}{\fs17 be}{\fs17 useful}{\fs17 for}{\fs17 so me}{\fs17 technical}{\fs17 matters}{\fs17 but}{\fs17 certainly}{\fs17 not}{ \fs17 for}{\fs17 Sales.}{\fs17 industry}{\fs17 [manufacturing}{\fs17 companies]}{\fs17 but}{\fs17 you}{\fs17 will}{\fs17 soon}{\fs17 discover } \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 our}{\fs17 business}{\fs17 is}{\fs17 a}{\fs17 very}{\fs17 specia l}{\fs17 one.edu or 617. a vi sible and \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 re cognized high potential manager was appointed as the AXA Way Leader. and sensitive to. } \par}{\phpg\posx2229\pvpg\posy6972\absw8366\absh3155 \sl-235 \par\f20 \fs21 \cf0 For those dubious executives. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13322\absw8404\absh615 \f20 \fs21 \cf0 \f20 \fs21 \cf0 The black belts were trained by the AXA Way Central Team in the methodology \par}{\phpg\posx2229\pvpg\posy13322\absw8404\absh615 \sl-235 \f20 \fs21 \cf0 and coached to assist the operational managers throughout each project. \par . to select the people that would be \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 tr ained as black belts and then to define.783. t o help \par}{\phpg\posx2229\pvpg\posy13322\absw8404\absh615 \sl-235 \f20 \fs21 \cf0 man agers feel more like process owners and to be more aware of. \ par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012. they quickly renamed the program "Axe away. The AXA Way Leader role was to advise the local executive committee on \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 th e selection of projects within the entity. the Six Sigma goal was not one they were ready to \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 fully embrace or support. For each AXA entity. lead and monitor a roll-out plan with t he \par}{\phpg\posx2229\pvpg\posy10500\absw8413\absh2309 \sl-235 \f20 \fs21 \cf0 su pport of those black belts.

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"No solution should come directly from any of you. It consists of the following steps: \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs155 \cf94 \fi679 \f10 \f s155 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1552 \f10 \fs155 \cf94 P \par } . This is how your contribution will truly achieve the \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \f20 \fs21 \cf0 las ting impact we are aiming at. Fort made it very cle ar to the \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \f20 \fs21 \cf0 bla ck belts that. However. DMAIC is a Six Sigma \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \f20 \fs21 \cf0 met hod for improving existing processes.5 .a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5923\pvpg\posy648\absw493\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 ." \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-313 \par\f20 \fs21 \cf0 {\b First}{\b Actions}{\b and}{\b Results } \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \par\f20 \fs21 \cf0 Phase 1 of AXA Way focused on DMAIC projects. So lutions \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \f20 \fs21 \cf0 sho uld emerge instead from the operational teams as a consequence of the quality \par}{\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \sl-235 \f20 \fs21 \cf0 of your association with them.\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8467\absh2239 \f20 \fs21 \cf0 \f20 \fs21 \cf0 the quality perceived by the customer.

} \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-386 \b \f20 \fs21 \cf0 M{\b0 easure}{\b0 key}{\b0 aspects}{\b0 of}{\b0 the}{\b0 current}{\b0 proc ess}{\b0 and}{\b0 collect}{\b0 relevant}{\b0 data. Set up pilot runs to establish process capability .{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \b \f20 \fs21 \cf0 \b \f20 \fs21 \cf0 D{\b0 efine}{\b0 high-level}{\b0 project}{\b0 goals}{\b0 and}{\b0 the }{\b0 current}{\b0 process. \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-238 \par\f20 \fs21 \cf0 Phase 2 of the AXA Way program would focus on managing existing processes \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-235 \f20 \fs21 \cf0 thr ough the DMO method: \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-381 \f20 \fs21 \cf0 \fi 705 {\b D}efine \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-1552 \f20 \fs21 \cf0 \f i705 {\b M}easure{\f10 \fs155 \cf94 Cop } \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-388 \f20 \fs21 \cf0 \fi 705 {\b O}perate \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-238 \par\f20 \fs21 \cf0 The focus of Phase 3 would be on creating new processes using the DIDVO \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-235 \f20 \fs21 \cf0 met hod: \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-381 \f20 \fs21 \cf0 \fi 705 {\b D}efine \par } {\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \b \f20 \fs21 \cf0 \fi705 \b \f 20 \fs21 \cf0 I{\b0 nnovate } \par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-386 \b \f20 \fs21 \cf0 \fi705 D{\b0 esign } \par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-388 \b \f20 \fs21 \cf0 \fi705 V{\b0 alidate } \par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-388 \b \f20 \fs21 \cf0 \fi705 O{\b0 perate } \par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-238 \par\b \f20 \fs21 \cf0 {\b0 From}{\b0 early}{\b0 on}{\b0 it}{\b0 became}{\b0 clear}{\b0 to}{\b0 the}{\b0 Central}{\b0 Team}{\b0 that}{\b0 there}{\b0 was}{ \b0 a}{\b0 tension } . set up control mechanisms and continuously \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-270 \f20 \fs21 \cf0 \fi 705 monitor the process.}{\b0 \f10 \fs155 \cf94 or } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-388 \b \f20 \fs21 \cf0 I{\b0 mprove}{\b0 or}{\b0 optimize}{\b0 the}{\b0 process}{\b0 based}{\b0 u pon}{\b0 data}{\b0 analysis}{\b0 using } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-269 \b \f20 \fs21 \cf0 {\b0 techniques}{\b0 like}{\b0 Design}{\b0 of}{\b0 experiments.}{\b0 Determine}{\b0 what } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-270 \b \f20 \fs21 \cf0 {\b0 the}{\b0 relationships}{\b0 are}{\b0 and}{\b0 attempt}{\b0 to}{\b0 en sure}{\b0 that}{\b0 all}{\b0 factors}{\b0 have}{\b0 been } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-1552 \b \f20 \fs21 \cf0 {\b0 considered. } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-388 \b \f20 \fs21 \cf0 A{\b0 nalyze}{\b0 the}{\b0 data}{\b0 to}{\b0 verify}{\b0 cause-and-effect}{ \b0 relationships. \par}{\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \sl-270 \f20 \fs21 \cf0 \fi 705 move on to production. } \par}{\phpg\posx2934\pvpg\posy4295\absw7483\absh2317 \sl-388 \b \f20 \fs21 \cf0 C{\b0 ontrol}{\b0 to}{\b0 ensure}{\b0 that}{\b0 any}{\b0 deviations}{\b0 f rom}{\b0 the}{\b0 target}{\b0 are}{\b0 corrected}{\b0 before }\par } {\phpg\posx2229\pvpg\posy6927\absw8309\absh3345 \f20 \fs21 \cf0 \fi705 \f20 \fs2 1 \cf0 they result in defects.

\par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-235 \b \f20 \fs21 \cf0 {\b0 between}{\b0 the}{\b0 desire}{\b0 to}{\b0 spread}{\b0 the}{\b0 AXA}{ \b0 Way}{\b0 vocabulary}{\b0 throughout}{\b0 the}{\b0 company } \par}{\phpg\posx2229\pvpg\posy10818\absw8376\absh2092 \sl-235 \b \f20 \fs21 \cf0 {\b0 to}{\b0 get}{\b0 people}{\b0 to}{\b0 use}{\b0 the}{\b0 methodology}{ \b0 and}{\b0 the}{\b0 need}{\b0 to}{\b0 avoid}{\b0 excessive}{\b0 use}{\b 0 of}{\b0 Six }\par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13164\absw8347\absh827 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Sigma jargon that put many managers off.edu or 617. Executives were \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012.78 60. \par}{\phpg\posx2229\pvpg\posy13164\absw8347\absh827 \sl-235 \par\f20 \fs21 \cf0 The original projects were slow runners. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Do \par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 y \par } \sect\sectd\pard\plain \pgwsxn12240\pghsxn15840 {\phpg\posx0\pvpg\posy0\absw12240\absh15840 \overlay {\*\shppict {\pict\jpegblip\picw612 \pich792 \picwgoal12240 \pichgoal15840 \picscalex100 \picscaley100 ffd8ffe000104a46494600010100000100010000ffdb004300010101010101010101010101010101 01010101010101010101010101010101010101010101010101010101010101010101010101010101 010101010101010101ffdb0043010101010101010101010101010101010101010101010101010101 0101010101010101010101010101010101010101010101010101010101010101010101010101ffc0 0011080318026403012200021101031101ffc4001f00000105010101010101000000000000000001 02030405060708090a0bffc400b5100002010303020403050504040000017d010203000411051221 31410613516107227114328191a1082342b1c11552d1f02433627282090a161718191a2526272829 2a3435363738393a434445464748494a535455565758595a636465666768696a737475767778797a 838485868788898a92939495969798999aa2a3a4a5a6a7a8a9aab2b3b4b5b6b7b8b9bac2c3c4c5c6 c7c8c9cad2d3d4d5d6d7d8d9dae1e2e3e4e5e6e7e8e9eaf1f2f3f4f5f6f7f8f9faffc4001f010003 0101010101010101010000000000000102030405060708090a0bffc400b511000201020404030407 05040400010277000102031104052131061241510761711322328108144291a1b1c109233352f015 6272d10a162434e125f11718191a262728292a35363738393a434445464748494a53545556575859 5a636465666768696a737475767778797a82838485868788898a92939495969798999aa2a3a4a5a6 a7a8a9aab2b3b4b5b6b7b8b9bac2c3c4c5c6c7c8c9cad2d3d4d5d6d7d8d9dae2e3e4e5e6e7e8e9ea f2f3f4f5f6f7f8f9faffda000c03010002110311003f00fefe28a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a0028a28a 0028a28a0028a28a002bf207f6f2ff008293eb1f08fc7761fb2e7ec92bf0ff00c61fb4d5efc40f83 . It took between 9 and 12 m onths to \par}{\phpg\posx2229\pvpg\posy13164\absw8347\absh827 \sl-235 \f20 \fs21 \cf0 del iver a solution and for the entity to see actual benefits.harvard. Permissions@hbsp. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright.783.

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}{\fs17 Should}{\fs17 we}{\fs17 get}{\fs17 out}{\fs17 your } \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 antimissile}{\fs17 system}{\fs17 at}{\fs17 the}{\fs17 risk}{\fs17 of}{\fs17 missing}{\fs17 the}{\fs17 creature}{\fs17 and}{\fs17 causing}{\ fs17 undue}{\fs17 collateral}{\fs17 damage? } \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \par\f20 \fs21 \cf0 Giacomo Bellini. He added that: \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs156 \cf94 \fi679 \f10 \f s156 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1564 \f10 \fs156 \cf94 P \par } {\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \f20 \fs17 \cf0 \fi278 \f20 \fs1 7 \cf0 Some of the initial projects had no real impact anyway since t hey were more of the \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 \fi 278 "problem fixing" type than truly customer focused. teased by a British process owner who perhaps spoke for many of \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 his colleagues when he joked: \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 We}{\fs17 are}{\fs17 bothered}{\fs17 by}{\fs17 a}{\fs17 rather}{\fs17 noisy}{\fs17 little}{\fs17 insect}{\fs17 at}{\fs17 the} {\fs17 moment. This was especially true when th e final \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 con clusion delivered by an AXA Way project matched their initial gut fee ling.}{\f s21 These}{\fs21 were}{\fs21 initially}{\fs21 focused}{\fs21 on}{\fs21 the }{\fs21 need}{\fs21 for } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 {\f s21 AXA}{\fs21 to}{\fs21 move}{\fs21 to}{\fs21 a}{\fs21 more}{\fs21 custom er-centric}{\fs21 culture}{\fs21 and}{\fs21 to}{\fs21 create}{\fs21 a}{\fs2 1 process-oriented } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 {\f s21 culture}{\fs21 in}{\fs21 support}{\fs21 of}{\fs21 customer}{\fs21 .}{\fs21 an}{\fs21 increa sing}{\fs21 number}{\fs21 of}{\fs21 internal}{\fs21 communications}{\fs21 w ere } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 {\f s21 conducted}{\fs21 in}{\fs21 support}{\fs21 of}{\fs21 AXA}{\fs21 Way. \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \par\f20 \fs17 \cf0 {\fs21 As}{\fs21 a}{\fs21 matter}{\fs21 of}{\fs21 fact.{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \f20 \fs21 \cf0 \f20 \fs21 \cf0 frequently impatient about a methodology which did not allow shortcuts for \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 jum ping directly to conclusions. \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 For t was. noted that it was impossible to \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 mea sure the impact of those early projects on customer satisfaction becau se the \par}{\phpg\posx2229\pvpg\posy1640\absw8485\absh2520 \sl-235 \f20 \fs21 \cf0 dat a about customer satisfaction was not yet available.}{\fs21 this}{\fs21 was}{\fs21 often}{\fs21 the}{\fs21 case}{\fs21 with}{\fs21 the}{\fs21 "l ow-hanging}{\fs21 fruits. a member of the Central Team. once." } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-313 \par\f20 \fs17 \cf0 {\b \fs21 AXA}{\b \fs21 Way}{\b \fs21 is}{\b \fs21 Underway } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \par\f20 \fs17 \cf0 {\fs21 Between}{\fs21 2003}{\fs21 and}{\fs21 2005.

}{\i0 \fs17 Some}{\i0 \fs17 process}{\i0 \fs17 ow ners}{\i0 \fs17 seem}{\i0 \fs17 to } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 \fi278 {\i0 \fs17 pay}{\i0 \fs17 less}{\i0 \fs17 interest}{\i0 \fs17 once} {\i0 \fs17 the}{\i0 \fs17 black}{\i0 \fs17 belt}{\i0 \fs17 leaves}{\i0 \ fs17 them}{\i0 \fs17 to}{\i0 \fs17 deal}{\i0 \fs17 with}{\i0 \fs17 oth er}{\i0 \fs17 processes.}{\fs21 AXA}{\fs21 Way}{\fs21 was}{\fs21 presented}{\fs21 as}{ \fs21 a}{\fs21 tool}{\fs21 to } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 {\f s21 support}{\fs21 the}{\fs21 business}{\fs21 strategy.}{\fs21 specifica lly}{\fs21 the}{\fs21 voice}{\fs21 of}{\fs21 the}{\fs21 customer.}{\i0 \fs17 One}{\i0 \fs17 tends}{\i0 \fs17 to}{\i0 \fs17 forget}{\i0 \fs17 that } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 \fi278 {\i0 \fs17 the}{\i0 \fs17 'C'}{\i0 \fs17 in}{\i0 \fs17 DMAIC}{\i0 \ fs17 stands}{\i0 \fs17 for}{\i0 \fs17 control.}{\i0 \fs17 Their}{\i0 \fs17 own } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 \fi278 {\i0 \fs17 managers}{\i0 \fs17 are}{\i0 \fs17 not}{\i0 \fs17 system atically}{\i0 \fs17 urging}{\i0 \fs17 them}{\i0 \fs17 to}{\i0 \fs17 foll ow}{\i0 \fs17 up}{\i0 \fs17 either.{\i0 the}{\i0 Group}{\i0 magazine. } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \par\i \f20 \fs21 \ cf0 {\i0 Communication}{\i0 was}{\i0 increasing}{\i0 both}{\i0 in}{\i0 quantity}{\i0 and}{\i0 intensity.}{\i0 played}{\i0 a}{\i0 great}{\i0 part}{\i0 in } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 {\i0 this}{\i0 communication}{\i0 effort. \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \par\f20 \fs17 \cf 0 {\fs21 AXA}{\fs21 Way}{\fs21 was}{\fs21 perceived}{\fs21 by}{\fs21 m .}{\i0 Fort}{\i0 noted: } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \par\i \f20 \fs21 \ cf0 \fi278 {\i0 \fs17 AXA}{\i0 \fs17 Way}{\i0 \fs17 is}{\i0 \fs17 unfortunate ly}{\i0 \fs17 still}{\i0 \fs17 perceived}{\i0 \fs17 as}{\i0 \fs17 a}{\i0 \fs 17 mere}{\i0 \fs17 option. }\par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 y \par } {\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \i \f20 \fs21 \cf0 \i \f20 \fs21 \cf0 Leaders.}{\i0 many}{\i0 executives}{\i0 still}{\i0 did}{\i0 not}{\i0 feel}{\i0 involved.}{\i0 \fs17 They}{\i0 \fs1 7 should}{\i0 \fs17 at}{\i0 \fs17 least}{\i0 \fs17 make}{\i0 \fs17 sur e}{\i0 \fs17 that}{\i0 \fs17 the}{\i0 \fs17 projects }\par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \f20 \fs17 \cf0 \fi278 \f20 \fs 17 \cf0 deliver a lasting benefit.service.}{\i0 but}{\i0 the}{\i0 image}{\i0 of } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 {\i0 and}{\i0 commitment}{\i0 to}{\i0 AXA}{\i0 Way}{\i0 varied}{\i0 considerably}{\i0 between}{\i0 the}{\i0 various}{\i0 AXA } \par}{\phpg\posx2229\pvpg\posy7911\absw8327\absh2302 \sl-235 \i \f20 \fs21 \cf0 {\i0 entities.}{\i0 and}{\i0 local}{\i0 entity}{\i0 newsletters.}{\fs 21 Employee } \par}{\phpg\posx2229\pvpg\posy4724\absw8471\absh2850 \sl-235 \f20 \fs17 \cf0 {\f s21 testimonials}{\fs21 were}{\fs21 frequently}{\fs21 included}{\fs21 to }{\fs21 demonstrate}{\fs21 the}{\fs21 benefits}{\fs21 of}{\fs21 AXA}{\ fs21 Way. They should also listen continuously to the voice of customer in \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \f20 \fs17 \cf0 \f i278 order to improve this benefit over time.}{\i0 Furthermore.

}{\fs21 And.783.78 60. Permissions@hbsp.edu or 617. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-215 \par\f20 \fs17 \cf 0 {\fs21 In}{\fs21 January}{\fs21 2005.harvard.}{\fs21 the}{\fs21 AXA}{\fs21 G roup}{\fs21 HR}{\fs21 Steering}{\fs21 Committee}{\fs21 approved}{\fs21 the}{\fs21 AXA } \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \f20 \fs17 \cf0 {\ fs21 Way}{\fs21 Charter}{\fs21 as}{\fs21 an}{\fs21 attempt}{\fs21 to}{ \fs21 overcome}{\fs21 retention}{\fs21 issues}{\fs21 in}{\fs21 the}{\fs2 1 black}{\fs21 belt}{\fs21 teams. The AXA Way Charter articulated a psychological contract between AXA \par}{\phpg\posx2229\pvpg\posy13282\absw8374\absh827 \sl-235 \f20 \fs21 \cf0 and its black belts.}{\fs21 Brunet}{\fs21 recognized}{\fs21 that: } \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \par\f20 \fs17 \cf 0 \fi278 AXA Way is still insufficiently part of our DNA. }\par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13282\absw8374\absh827 \f20 \fs21 \cf0 \f20 \fs21 \cf0 As more black belts were trained and became experienced. the competiti on \par}{\phpg\posx2229\pvpg\posy13282\absw8374\absh827 \sl-235 \f20 \fs21 \cf0 bec ame increasingly aware of their talent and experience and started to lure them \par}{\phpg\posx2229\pvpg\posy13282\absw8374\absh827 \sl-235 \f20 \fs21 \cf0 awa y. We must get further. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \ cf94 Do \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 or \par } \sect\sectd\pard\plain \pgwsxn12240\pghsxn15840 {\phpg\posx0\pvpg\posy0\absw12240\absh15840 \overlay {\*\shppict {\pict\jpegblip\picw612 \pich792 \picwgoal12240 \pichgoal15840 \picscalex100 \picscaley100 ffd8ffe000104a46494600010100000100010000ffdb004300010101010101010101010101010101 01010101010101010101010101010101010101010101010101010101010101010101010101010101 010101010101010101ffdb0043010101010101010101010101010101010101010101010101010101 .}{\fs21 The}{\fs21 "Axe}{\fs21 away"}{\fs21 label}{\fs21 stuc k.any}{\fs21 managers}{\fs21 as}{\fs21 a}{\fs21 specialist}{\fs21 approa ch}{\fs21 that}{\fs21 need } \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \f20 \fs17 \cf0 {\ fs21 not}{\fs21 concern}{\fs21 them.}{\fs21 AXA}{\fs21 Way}{\fs 21 was}{\fs21 still}{\fs21 often}{\fs21 seen}{\fs21 as}{\fs21 a}{\fs21 me re}{\fs21 cost-cutting}{\fs21 tool } \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \f20 \fs17 \cf0 {\ fs21 since}{\fs21 it}{\fs21 had}{\fs21 been}{\fs21 introduced}{\fs21 at}{\f s21 a}{\fs21 time}{\fs21 when}{\fs21 all}{\fs21 entities}{\fs21 were}{\fs2 1 drastically}{\fs21 reducing } \par}{\phpg\posx2229\pvpg\posy10526\absw8385\absh2460 \sl-235 \f20 \fs17 \cf0 {\ fs21 expenses. with mutual commitment of increased training and guaranteed \p ar } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012.

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\par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-215 \par\f20 \fs21 \cf0 The green belt layer was also introduced to allow some staffing flex ibility on \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 AXA Way projects.they were to spend \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 app roximately 25% of their time on process management tasks for AXA Way \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 pro jects while maintaining their current responsibilities for the remainder of thei r \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 tim e. as black belts and master black belts were . to}{\fs21 change}{\fs21 the}{\fs21 perception}{\fs21 of}{\fs21 AXA} {\fs21 Way}{\fs21 as}{\fs21 being } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-236 \f20 \fs17 \cf0 {\f s21 about}{\fs21 only}{\fs21 cost}{\fs21 cutting}{\fs21 and}{\fs21 staff}{\ fs21 reduction}{\fs21 and}{\fs21 to}{\fs21 make}{\fs21 the}{\fs21 case}{\f s21 for}{\fs21 AXA}{\fs21 Way}{\fs21 as } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-235 \f20 \fs17 \cf0 {\f s21 truly}{\fs21 customer}{\fs21 driven.}{\fs21 as}{\fs2 1 well}{\fs21 as}{\fs21 the } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-1558 \f20 \fs17 \cf0 {\ fs21 opportunity}{\fs21 to}{\fs21 put}{\fs21 the}{\fs21 methods}{\fs21 to}{ \fs21 use.}{\fs21 They}{\fs21 didn't}{\fs21 see}{\fs21 change}{\fs21 management}{\fs21 as}{\fs21 part}{\fs21 of}{\fs21 their}{\fs2 1 real}{\fs21 work } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-235 \f20 \fs17 \cf0 {\f s21 and}{\fs21 they}{\fs21 were}{\fs21 motivated}{\fs21 mainly}{\fs21 by}{\fs21 the}{\fs21 Six}{\fs21 Sigma}{\fs21 training. Henri de Castr ies \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 dec ided to personally take part in the certification ceremonies for maste r black \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 bel ts which had a powerful symbolic impact.}{\fs21 the}{\fs21 need}{\fs21 emerged}{\fs21 for}{\fs21 master}{\fs21 black}{\fs21 belts}{\fs21 to}{\fs21 lead}{\fs21 major}{ \fs21 AXA}{\fs21 Way }\par } {\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \f20 \fs21 \cf0 \f20 \fs21 \cf0 projects supported by a team of black belts who would in turn work with the line \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 man agers and the process owners involved in the projects.}{\fs21 and}{\fs21 the}{\fs21 number}{\fs2 1 of}{\fs21 black}{\fs21 belts } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-236 \f20 \fs17 \cf0 {\f s21 increased.}{\fs21 Many}{\fs21 blac k}{\fs21 belts}{\fs21 were}{\fs21 uncomfortable}{\fs21 with}{\fs 21 this } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-235 \f20 \fs17 \cf0 {\f s21 repositioning}{\fs21 task. Green belts were not working on AXA Way projects full - \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 tim e. What many senior managers appreciated in the green belts was the lighter \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-235 \f20 \fs21 \cf0 Six Sigma processes that they used and the quick fixes they offered. .}{\f10 \fs155 \cf94 or } \par}{\phpg\posx2229\pvpg\posy4371\absw8427\absh2215 \sl-215 \par\f20 \fs17 \cf0 {\fs21 As}{\fs21 the}{\fs21 AXA}{\fs21 Way}{\fs21 program}{\fs21 cont inued}{\fs21 to}{\fs21 grow.

Fort cautioned: \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-215 \par\f20 \fs21 \cf 0 \fi278 {\fs17 No}{\fs17 low-hanging}{\fs17 fruit}{\fs17 on}{\fs17 this}{\f s17 side}{\fs17 of}{\fs17 the}{\fs17 fence! } \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \par\f20 \fs21 \cf 0 All of the entities had entered and completed Phase 1 rath er successfully. most of them were cautious about moving to Phase 2. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. This \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 me ant anchoring the AXA Way approach as a major and integral part of running \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 th e whole business.edu or 617. it was time for AXA Way to \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \f20 \fs21 \cf0 \f20 \fs21 \cf0 move to Phase 2 and to shift the focus from DMAIC to DMO projects. \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 Ho wever.78 60.\par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-313 \par\f20 \fs21 \cf0 {\b Beyond}{\b the}{\b Low-Hanging}{\b Fruits } \par}{\phpg\posx2229\pvpg\posy6854\absw8484\absh3437 \sl-215 \par\f20 \fs21 \cf0 Some two years from the launch of the program. \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 AX A's process management tool. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Do \par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c . required a stronger understanding a nd \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 fa cilitation of processes as a flow of work providing value to customer s. Under this evolutionary phase. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13243\absw7653\absh819 \f20 \fs21 \cf0 \f20 \fs21 \cf0 CEO of a mid-sized entity. learning and developme nt \par}{\phpg\posx2229\pvpg\posy10695\absw8375\absh2274 \sl-235 \f20 \fs21 \cf0 wo uld inevitably be slower than under Phase 1. Martin He m.harvard.}{\fs17 We}{\fs17 did}{\fs17 not}{\fs17 feel } \par}{\phpg\posx2229\pvpg\posy13243\absw7653\absh819 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 all}{\fs17 that}{\fs17 secure}{\fs17 about}{\fs17 our}{\fs17 IT} {\fs17 infrastructure}{\fs17 and}{\fs17 the}{\fs17 adequacy}{\fs17 of}{\fs1 7 our}{\fs17 local}{\fs17 AXA}{\fs17 Way}{\fs17 team. recalled: \par}{\phpg\posx2229\pvpg\posy13243\absw7653\absh819 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 Staying}{\fs17 longer}{\fs17 in}{\fs17 Phase}{\fs17 1}{\fs17 offered}{\fs17 more}{\fs17 comfort}{\fs17 to}{\fs17 my}{\fs17 executive}{\ fs17 committee.783. DMO. }\par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012. Permissions@hbsp.

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\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \f20 \fs21 \cf0 \f20 \fs21 \cf0 By the end of 2004. The number of black belts was up to 330 (or 0. Phase 2 was piloted within six entities.4% of global workforce) \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 and more than 6.8 . AXA Way had been implemented in the majority of AXA entities \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 and 90% of Group revenue was generated by entities involved in some way with \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 AXA Way. Some \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 ent ities ran up against the limits of their existing IT infrastructures while tryin g to \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 rol l-out DMO. \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 Bus iness process management consisted of mapping out end to end processes and \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 ens uring a continuous improvement of performance through measurement. AXA \p ar } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs156 \cf94 \fi679 \f10 \f s156 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1561 \f10 \fs156 \cf94 P \par } .a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5923\pvpg\posy648\absw493\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 . About 400 projects had been completed and a further 400 were \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 und erway.000 employees had received some AXA Way training. All of them \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \f20 \fs21 \cf0 con sidered their recent addition of DMO to DMAIC to have been a quantum leap. \par}{\phpg\posx2229\pvpg\posy1640\absw8403\absh2520 \sl-235 \par\f20 \fs21 \cf0 By May 2005.

\par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 or \par } {\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \f20 \fs21 \cf0 \f20 \fs21 \cf0 {\ul E}{\ul x}{\ul a}{\ul m}{\ul p}{\ul l}{\ul e}{\ul }{\ul 1}{\ul :}{\ul }{\u l A}{\ul X}{\ul A}{\ul }{\ul G}{\ul e}{\ul r}{\ul m}{\ul a}{\ul n}{\ul }{\ul H }{\ul e}{\ul a}{\ul l}{\ul t}{\ul h}{\ul }{\ul D}{\ul i}{\ul v}{\ul i}{\ul s}{\ ul i}{\ul o}{\ul n} \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \par\f20 \fs21 \cf0 The head of Sales & Marketing sponsored a project to increase quality of servic e. While the validity of AWPNI was a constant source \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 of debate. for some 40 key processes.{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Way Project Net Income (AWPNI) was also increasing. \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 {\f 63 \u8364\'3f}125 million had been saved as a result of AXA Way and a further {\ f63 \u8364\'3f}160 million \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 wou ld be delivered in 2005. Since the launch in 2002." launched in parallel with a new health insurance product. The proj ect \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 obj ective was to increase service quality in a way that would be noticed by. \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \par\f20 \fs21 \cf0 One main outcome was the service guarantee of "all applications processed in 24 \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 hou rs. Marketi ng \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 eff orts included a mail-shot to 6.000 customers. By mid-y ear.{\f10 \fs156 \cf94 Cop } \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \par\f20 \fs21 \cf0 Customers saw the service guarantee as a key differentiator. With customer \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 sat isfaction visibly increasing. the \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 num ber of new applications per month had doubled. Real examples fro m \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 com pleted projects were also being shared within AXA. \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 Ser vice was internally believed to be AXA's best differentiator. the customer. and \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \f20 \fs21 \cf0 use ful to. trade advertising and de dicated \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-1561 \f20 \fs21 \cf0 ro ad shows. the Customer Scope survey showed that customer satisfaction wa s up \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 fro m 68% in the first half of 2004 to 76% by the end of 2005. \par}{\phpg\posx2229\pvpg\posy6814\absw8481\absh3367 \sl-235 \par\f20 \fs21 \cf0 . Stories such as th e \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 fol lowing were widely communicated. AXA Way could broaden focus to what it would \par}{\phpg\posx2229\pvpg\posy4462\absw8473\absh1885 \sl-235 \f20 \fs21 \cf0 tak e to delight customers and not merely satisfy them.

Permissions@hbsp. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. They wanted to see business proposals and underwriting contracts for \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \f20 \fs21 \cf0 co mmercial clients drawn up more quickly. \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \par\f20 \fs21 \cf 0 Broker satisfaction increased 17 points and new business went up by 14%. AXA France was able to keep its \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \f20 \fs21 \cf0 pr omise to brokers and clients that the entire underwriting process woul d be \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \f20 \fs21 \cf0 co mpleted within three business days.harvard. \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \par\f20 \fs21 \cf 0 After an AXA Way process reengineering. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13164\absw8362\absh827 \f20 \fs21 \cf0 \f20 \fs21 \cf0 {\ul E}{\ul x}{\ul a}{\ul m}{\ul p}{\ul l}{\ul e}{\ul }{\ul 3}{\ul :}{\ul }{\u l A}{\ul X}{\ul A}{\ul }{\ul P}{\ul P}{\ul P}{\ul }{\ul H}{\ul e}{\ul a}{\ul l }{\ul t}{\ul h}{\ul c}{\ul a}{\ul r}{\ul e}{\ul .783.edu or 617.}{\ul }{\ul U}{\ul K} \par}{\phpg\posx2229\pvpg\posy13164\absw8362\absh827 \sl-235 \par\f20 \fs21 \cf0 AXA PPP Healthcare was having problems attracting private medical insu rance \par}{\phpg\posx2229\pvpg\posy13164\absw8362\absh827 \sl-235 \f20 \fs21 \cf0 cus tomers. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \ cf94 Do \par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs156 \cf94 \f10 \fs156 \c f94 y \par } \sect\sectd\pard\plain \pgwsxn12240\pghsxn15840 {\phpg\posx0\pvpg\posy0\absw12240\absh15840 \overlay {\*\shppict {\pict\jpegblip\picw612 \pich792 \picwgoal12240 \pichgoal15840 \picscalex100 \picscaley100 ffd8ffe000104a46494600010100000100010000ffdb004300010101010101010101010101010101 01010101010101010101010101010101010101010101010101010101010101010101010101010101 010101010101010101ffdb0043010101010101010101010101010101010101010101010101010101 0101010101010101010101010101010101010101010101010101010101010101010101010101ffc0 . {\ul E}{\ul x}{\ul a}{\ul m}{\ul p}{\ul l}{\ul e}{\ul }{\ul 2}{\ul :}{\ul }{\ ul F}{\ul r}{\ul e}{\ul n}{\ul c}{\ul h}{\ul }{\ul B}{\ul r}{\ul o}{\ul k}{\ul e}{\ul r}{\ul s} \par } {\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \f20 \fs21 \cf0 \f20 \fs21 \cf0 Insurance brokers in France expressed high expectations in terms of q uality of \par}{\phpg\posx2229\pvpg\posy10812\absw8375\absh1885 \sl-235 \f20 \fs21 \cf0 se rvice.78 60. The existing process involved an initial contact with the pros pective \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012.

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}{\b0 Henri}{\b0 de}{\b0 Castries}{\b0 launched}{\b0 the}{\b0 2005}{\b0 corporate } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 {\b0 meeting}{\b0 by}{\b0 sharing}{\b0 a}{\b0 new}{\b0 plan}{\b0 with}{\b0 them: } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \par\b \f20 \fs21 \ cf0 \fi278 {\b0 \fs17 The}{\b0 \fs17 time}{\b0 \fs17 has}{\b0 \fs17 come}{ \b0 \fs17 to}{\b0 \fs17 aim}{\b0 \fs17 at}{\b0 \fs17 a}{\b0 \fs17 new}{ \b0 \fs17 frontier:}{\b0 \fs17 Ambition}{\b0 \fs17 2012. \par}{\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \sl-235 \par\f20 \fs21 \cf0 Through this AXA Way project. risk acceptance and. \par}{\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \sl-235 \f20 \fs21 \cf0 The complete cycle took about 40 days. the process was significantly simplified and \par}{\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \sl-235 \f20 \fs21 \cf0 pap erless technology was introduced where possible. The process was shorte ned \par}{\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \sl-235 \f20 \fs21 \cf0 by 25% and sales went up 30%.}{\b0 2005. finally. \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs154 \cf94 \fi679 \f10 \f s154 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1549 \f10 \fs154 \cf94 P \par } {\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \b \f20 \fs21 \cf0 \b \f20 \fs21 \cf0 Looking Forward: Ambition 2012 \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \par\b \f20 \fs21 \ cf0 {\b0 On}{\b0 May}{\b0 25. data gathering. the customer would be sent a \par}{\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \sl-235 \f20 \fs21 \cf0 wel come pack and insurance policy proposal that had to be signed and returned.}{\b0 \fs17 we}{\b0 \fs17 are}{\b0 \fs17 setting}{\b0 \fs17 a}{\b0 \fs 17 bold } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 \fi278 {\b0 \fs17 ambition}{\b0 \fs17 for}{\b0 \fs17 ourselves:}{\b0 \fs17 th at}{\b0 \fs17 of}{\b0 \fs17 making}{\b0 \fs17 AXA}{\b0 \fs17 the}{\b0 \fs17 preferred}{\b0 \fs17 company}{\b0 \fs17 in}{\b0 \fs17 financial}{\b0 \fs17 .\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8387\absh1462 \f20 \fs21 \cf0 \f20 \fs21 \cf0 client.9 .}{\b0 \fs17 Toda y.}{\b0 having}{\b0 gathered}{\b 0 his}{\b0 top}{\b0 management}{\b0 teams}{\b0 on}{\b0 the}{\b0 ba nks}{\b0 of } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 {\b0 Lake}{\b0 Maggiore.a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5923\pvpg\posy648\absw493\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 .}{\b0 near}{\b0 Milan.

} \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \par\b \f20 \fs21 \ cf0 {\b0 Differentiation}{\b0 was}{\b0 described}{\b0 by}{\b0 de}{\b0 Castries}{\b0 as}{\b0 the}{\b0 means}{\b0 by}{\b0 which}{\b0 Ambitio n } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 {\b0 2012}{\b0 would}{\b0 be}{\b0 achieved. This \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 wor ked well in Phase 1. Group Procurement and Group Customer Care r arely \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 inc orporated AXA Way from the outset. business initi atives \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 dri ven by Group IT. Each entity's \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 AXA Way Leader had been originally reporting directly to his local CEO. Furthermore. AXA Way became perceived as more \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 "me thodology centric" than "strategy centric. \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \par\f20 \fs21 \cf0 Although there were many success stories being shared. be a major asset for reaching the qual ity \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 of service necessary to achieve Ambition 2012. \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \par\f20 \fs21 \cf0 A major change was underway in the governance of the program.protection." Brunet was clear: "This mus t be \par . on the other.}{\b0 \fs17 having}{\b0 \fs17 a}{\b0 \fs17 solution}{\b0 \fs17 and}{\b0 \fs17 being}{\b0 \fs17 able}{\b0 \fs17 to}{\b0 \fs17 manage} {\b0 \fs17 that}{\b0 \fs17 solution. However. and reporting functionally to the Central Team.}{\b0 \fs17 what }{\b0 \fs17 matters}{\b0 \fs17 is}{\b0 \fs17 the}{\b0 \fs17 quality}{\b0 \fs17 of}{\b0 \fs17 the}{\b0 \fs17 relationship}{\b0 \fs17 and}{\b0 \fs 17 this}{\b0 \fs17 boils}{\b0 \fs17 down}{\b0 \fs17 to } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 \fi278 {\b0 \fs17 three}{\b0 \fs17 things:}{\b0 \fs17 Giving}{\b0 \fs17 sound }{\b0 \fs17 advice. there were als o many \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 AXA Way projects that were still not directly linked either to customer \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 sat isfaction or to genuine business priorities.}{\b0 by}{\b0 making } \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 or \par } {\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \f20 \fs21 \cf0 \f20 \fs21 \cf0 processes more efficient and predictable.}{\b0 Brunet}{\b0 knew }{\b0 that}{\b0 AXA}{\b0 Way}{\b0 would. on the \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 one hand. } \par}{\phpg\posx2229\pvpg\posy3764\absw8353\absh2725 \sl-235 \b \f20 \fs21 \cf0 \fi278 {\b0 \fs17 For}{\b0 \fs17 our}{\b0 \fs17 customers. He also knew that a fair amount of \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 exp lanation and communication would be needed about how AXA Way could \par}{\phpg\posx2229\pvpg\posy6814\absw8780\absh3367 \sl-235 \f20 \fs21 \cf0 hel p the entities deliver differentiation through quality of service.

Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. the matrix management inherent to the process owner role \par}{\phpg\posx2229\pvpg\posy13164\absw8480\absh827 \sl-235 \f20 \fs21 \cf0 gen erated strong resistance from line managers.the \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 pr ocess owner. Business process management implied the designation of process \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 ow ners who cut across organization silos. \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \par\f20 \fs21 \cf 0 There was still a need to clarify the positioning of a major prota gonist . This new structure was already demonstrating its worth. Additionally. this was not an issue. This confirm ed the \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012. \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \ cf94 Do \par } {\phpg\posx6833\pvpg\posy5683\absw1155\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 y \par } \sect\sectd\pard\plain . the appropriation by \par}{\phpg\posx2229\pvpg\posy13164\absw8480\absh827 \sl-235 \f20 \fs21 \cf0 the business users of the projects' deliverables was uneven. typically its Chief Information \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 Of ficer or Chief Operating Officer.} {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 corrected." At the time the corporate meeting was held.783. The goal was to consolidate buy-in within \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 ea ch executive committee and to address the operational requirements of Phase 2 \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 an d Phase 3.harvard.78 60. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs154 \cf94 \f10 \fs154 \ cf94 Not \par } {\phpg\posx2229\pvpg\posy13164\absw8480\absh827 \f20 \fs21 \cf0 \f20 \fs21 \cf0 In others.edu or 617. each large A XA entity \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 ha d recently designated a Chief AXA Way Officer. The AXA Way Leader in each entity would report to that entity's \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 Ch ief AXA Way Officer. moving him or her closer to business decisions and \par}{\phpg\posx2229\pvpg\posy10577\absw8451\absh2309 \sl-235 \f20 \fs21 \cf0 ha ving greater influence. In some entities. most noticeably in Continental Europe where many entities h ad silo- \par}{\phpg\posx2229\pvpg\posy13164\absw8480\absh827 \sl-235 \f20 \fs21 \cf0 bas ed organizations. Permissions@hbsp.

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10 .a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28a2800a28 a2800a28a2800a28a2800a28a2800a28a2803fffd9 }}\par}{\phpg\posx5864\pvpg\posy648\absw620\absh192 \f20 \fs21 \cf0 \f20 \fs21 \ cf0 . } \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \par\f20 \fs21 \cf0 The process owner training piloted by the Central Team was already a ddressing \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \f20 \fs21 \cf0 som e of these issues. \par } {\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \b \f20 \fs21 \cf0 \b \f20 \fs21 .}{\fs17 changing}{\fs17 the}{\fs17 w orking}{\fs17 conditions}{\fs17 and } \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \f20 \fs21 \cf0 \fi 278 {\fs17 relations}{\fs17 within}{\fs17 teams}{\fs17 might}{\fs17 also}{\f s17 be}{\fs17 necessary. A member of the AXA Wa y \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \f20 \fs21 \cf0 Str ategic Committee noted that: \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \par\f20 \fs21 \cf0 \fi278 {\fs17 Raising}{\fs17 the}{\fs17 awareness}{\fs17 is}{\fs17 prob ably}{\fs17 not}{\fs17 sufficient. but to change the culture to focus on customer service and \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \f20 \fs21 \cf0 pro cess thinking would require more than retraining.\par } {\phpg\posx9005\pvpg\posy675\absw1002\absh160 \f20 \fs17 \cf0 \f20 \fs17 \cf0 IM D-4-0310 \par } {\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \f20 \fs21 \cf0 \f20 \fs21 \cf0 need for additional change management efforts. \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \par\f20 \fs21 \cf0 Some features of the AXA Way program .including the selection and monitoring \par}{\phpg\posx2229\pvpg\posy1640\absw8476\absh2520 \sl-235 \f20 \fs21 \cf0 of projects .needed to undergo a repositioning both centrally and locally to make \par } {\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \f10 \fs155 \cf94 \fi679 \f10 \f s155 \cf94 ost \par}{\phpg\posx8974\pvpg\posy2034\absw3200\absh2326 \sl-1552 \f10 \fs155 \cf94 P \par } {\phpg\posx2229\pvpg\posy4462\absw2921\absh192 \f20 \fs21 \cf0 \f20 \fs21 \cf0 i t more critical strategically.

\cf0 Facing the Differentiation Challenge \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \par\b \f20 \fs21 \ cf0 {\b0 These}{\b0 were}{\b0 some}{\b0 of}{\b0 the}{\b0 thoughts}{\b0 on} {\b0 Fort's}{\b0 mind}{\b0 as}{\b0 he}{\b0 got}{\b0 ready}{\b0 for}{\b0 the}{\b0 meeting } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 he}{\b0 would}{\b0 have}{\b0 on}{\b0 the}{\b0 next}{\b0 day}{\b0 wit h}{\b0 Brunet}{\b0 and}{\b0 the}{\b0 Chief}{\b0 AXA}{\b0 Way}{\b0 Officer s}{\b0 of } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 the}{\b0 main}{\b0 entities}{\b0 of}{\b0 the}{\b0 Group. The impact of AXA Way on financial indicators \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 was difficult to track . it made less sense for bigger projects th at \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 wer e being deployed in Phase 2.reconciliation with P&L was an issue. Streamlining proces ses \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 imp roved medium term productivity.}{\b0 would}{\b0 be}{\b0 over}{\b0 his } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 proposal}{\b0 to}{\b0 spread}{\b0 out}{\b0 phases}{\b0 2}{\b0 a nd}{\b0 3}{\b0 while}{\b0 improving}{\b0 the}{\b0 alignment}{\b0 bet ween } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-1552 \b \f20 \fs21 \cf0 {\b0 AXA}{\b0 Way}{\b0 and}{\b0 Ambition}{\b0 2012.}{\b0 he}{\b0 was}{\b0 sure. \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \par\f20 \fs21 \cf0 A more personal consideration for Fort: His Central Team was facing growing \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 res ource challenges. the team h ad \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 gro wn very little within the program's fast and massive ramp-up. Also.}{\b0 The}{\b0 Central}{\b0 Team}{\b0 had}{\b0 its } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 own}{\b0 reasons}{\b0 for}{\b0 disliking}{\b0 AWPNI}{\b0 -}{\b0 the}{ \b0 impact}{\b0 of}{\b0 a}{\b0 project}{\b0 was}{\b0 generally}{\b0 large r }\par } {\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \f20 \fs21 \cf0 \f20 \fs21 \cf0 than the mere short-term returns captured by AWPNI.}{\b0 Many}{ \b0 managers. There \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 was no easy answer to the measurement question.}{\b0 who}{\b0 did}{\b0 not}{\b0 perceive}{\b0 it } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 to}{\b0 be}{\b0 "real}{\b0 money.}{\b0 \f10 \fs155 \cf94 y } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \par\b \f20 \fs21 \ cf0 {\b0 Fort}{\b0 was}{\b0 going}{\b0 to}{\b0 argue}{\b0 that}{\b0 more}{ \b0 transparency}{\b0 and}{\b0 adequacy}{\b0 in}{\b0 measuring}{\b0 AXA } \par}{\phpg\posx2229\pvpg\posy5175\absw8482\absh2514 \sl-235 \b \f20 \fs21 \cf0 {\b0 Way's}{\b0 quantitative}{\b0 impact}{\b0 were}{\b0 needed.}{\b0 T he}{\b0 key}{\b0 debate. although AWPNI made sense for projects \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 res tricted to limited parts of a process. In fact . Thirteen members strong in December 2005. figures were \par}{\phpg\posx2229\pvpg\posy7990\absw8548\absh2309 \sl-235 \f20 \fs21 \cf0 ins ufficiently connected to quality of service and customer's satisfaction."}{\b0 were}{\b0 uneasy}{\b0 about}{ \b0 AWPNI}{\b0 figures.

This would bring experienced staff from the \par}{\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \sl-235 \f20 \fs21 \cf0 en tities into the Central Team. \par}{\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \sl-235 \par\f20 \fs21 \cf 0 Fort knew he would be asking for a lot but believed that much was required for \par}{\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \sl-235 \f20 \fs21 \cf0 AX A to truly achieve the culture change that AXA Way promised. Copying or posting \par}{\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \sl-191 \f10 \fs14 \cf0 \fi 1249 is an infringement of copyright. providing it greater business experience and clout . Permissions@hbsp. \par } {\phpg\posx7690\pvpg\posy4575\absw2055\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 or \par } {\phpg\posx1117\pvpg\posy13081\absw2950\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Do \par } \sect\sectd\pard\plain } . Fort believed th at it \par}{\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \sl-235 \f20 \fs21 \cf0 wa s time to rotate some Central Team senior members back into the businesses to \par}{\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \sl-235 \f20 \fs21 \cf0 sp read their methodological mastery.edu or 617.783. an \par } {\phpg\posx4848\pvpg\posy8253\absw4127\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \c f94 Cop \par } {\phpg\posx2229\pvpg\posy10577\absw8436\absh1462 \f20 \fs21 \cf0 \f20 \fs21 \cf0 increasing number of tasks were planned but not fully staffed..78 60.harvard. \par } {\phpg\posx2830\pvpg\posy10865\absw3493\absh1535 \f10 \fs155 \cf94 \f10 \fs155 \ cf94 Not \par } {\phpg\posx2002\pvpg\posy15167\absw8235\absh309 \f10 \fs14 \cf0 \f10 \fs14 \cf0 This document is authorized for use only by Muhammad Kashif Saeed Janjua until J anuary 2012.