Case Study

Click on the link to read ‘Applying the personal touch to financial services’, a case study about the Co-operative Insurance Society.

1. Focussing on Page 2 of the case study – how did technology benefit customer information processing at the Co-operative Insurance Society.
2. By collecting customer information directly from the customer, as Co-operative Insurance Society agents did in the case study, the information recorded has a higher degree of accuracy and comes from a reliable source.
   • How would you rank the reliability of sources of information at your organisation?
   • Can you think of any new ways of collecting reliable information?

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.