Selling a Promise

Abstract

Discusses how, by incorporating the principles of TQM from the outset, State Farm Insurance has achieved a leadership position in its industry. Examines State Farm′s “good neighbour” approach to service. Asserts that the company′s management philosophy is simple:total commitment to the policyholder. Contends that agents are the key. Concludes by describing how the trainee agents become independent contractors working with other agents and the agency manager.

Citation

Chase, R. (1989), "Selling a Promise", The TQM Magazine, Vol. 1 No. 2. https://doi.org/10.1108/EUM0000000003000