Koszty jakości a wartość konsumencka usług ubezpieczeniowych
Costs of quality vs. consumer value of insurance services

Summary/Abstract: The quality of products and services offered is increasingly often associated with the value generated and delivered to the client, which should be also somehow measured. One of the ways of its measure- ment is to determine the degree to which the quality is reduced as a result of various human, techni- cal and organisational factors, and, in consequence, incorrect use of the resources available to a given insurance company, i.e. to determine the so-called costs of quality.This study presents the concept of consumer value and its reference to services offered by insur- ance undertakings. Emphasis has been put on those benefits which refer to features and characteristics of services offered by insurance undertakings, which, in turn, are connected with client service, result from additional improvements, and are derived from the prestige and trust to the insurance undertak- ing. The above-mentioned analysis shows the insurance company as a specific set of processes which create value for the client. In addition, thanks to the process approach the insurance company can be treated as a system of actions which create or do not create value for the client. The latter lead to waste of insurance company’s resources, which constitutes an element of costs of quality.

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