ࡱ> 8:7a bjbj <'AbAb  lllll84 0' ) ) ) ) ) ) $!$M lM llb ^ll' ' ovyd x 0 $%C$%$%l<hCJ<M M  $% B 2:  GROSSMONT COLLEGE Official Course Outline BUSINESS 235 DELIVERING INSURANCE SERVICES 1. Course Number Course Title Semester Units Hours BUS 235 Delivering Insurance 3 3 hours lecture: 48-54 hours Services 96-108 outside-of-class hours 144-162 total hours 2. Course Prerequisites None. Recommended Preparation None. 3. Catalog Description This course will cover the fundamentals of continuous improvement in the delivering of insurance services. It will focus on customer relations and expectations through quality management. 4. Course Objectives The student will: a. Understand and explain the three elements of continuous improvement: customer orientation, process improvement and employee involvement. b. Evaluate customer expectations and satisfaction of those expectations. c. Diagram and describe a work process. d. Analyze team development in an environment of total involvement. e. Comprehend and propose the development of a quality strategy. f. Apply work process measures, output measures and outcome measures to the analysis of an insurance function or operation. 5. Instructional Facilities Standard classroom. 6. Special Materials Required of Student None. 7. Course Content The course will provide a background of the principles and tools of continuous improvement and how they can be applied in the insurance business. Identifying and understanding customer expectations will be dealt with at length providing a method of understanding customers. The course will deal with the process of improvement by identifying the six steps to process improvement. Following that will be an analysis of ways to measure performance. The course concludes with a discussion of the five stages of an organizations maturation with respect to continuous improvement. The text ends with a case study of USAA, an eminently successful insurance company that is dedicated to the principals of continuous improvement. BUSINESS 235 DELIVERING INSURANCE SERVICES page 2 8. Method of Instruction a. Lecture. b. Group discussion. c. Classroom exercises. d. Board work. e. Use of overhead projector. 9. Methods of Evaluating Student Performance a. Quizzes, weekly. b. Homework assignments, weekly. c. Final exam consisting of approximately 50 questions. d. Weekly chapter essay questions completed. 10. Outside Class Assignments a. Completing assigned exercises in student workbook and textbook. b. Reading from required textbook. c. Journal article reports d. Application in workplace of principles studied weekly. 11. Texts a. Required Text(s): Hope, Warren T. Delivering Insurance Services. Malvern, PA: Insurance Institute of America, latest edition. b. Supplementary texts and workbooks: None. Addendum: Student Learning Outcomes Upon completion of this course, our students will be able to do the following: Understand and explain the three elements of continuous improvement: customer orientation, process improvement and employee involvement. 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