We complete the Best Practices surveys, analyze the results, and establish priorities. In September of 1996 we developed a strategy document for addressing these priorities. Continuous Quality Improvement is no mere quick fix or public relations ploy designed to change the public's perception of the independent agency system without changing the reality. As we've seen, it's a comprehensive, intensive, grassroots effort to streamline delivery of the insurance product, reduce costs and errors, and build market share on the basis of commitment and excellence. Gone are the days when insurance buyers bought coverage without asking questions or com-paring alternatives.
Consumers now have plenty of alternatives.
Take it one step at a time. The worst that can happen is that you learn and grow. It's a worldwide phenomenon, and the insurance industry must become involved. Agents and companies must be willing to try something different.