The Five Star Agency Award of Distinction
Leslie S. Ray Insurance Agency, Inc. is one of an elite group of Massachusetts insurance agencies which have earned the prestigious Five Star Agency Award of Distinction for consistently demonstrating excellence and providing superior service, knowledge, and value.
ATTAINING THE 5-STAR DESIGNATION
To attain the prestigious Five Star Designation, the Leslie S. Ray Insurance Agency passed a rigorous fitness review requiring a team from the Massachusetts Association of Insurance Agents (MAIA) to conduct confidential interviews its agency personnel.
Once the interviews were completed, the MAIA team met and discussed their findings on each set of criteria and presented the agency with a detailed report listing its strengths and areas for improvement. Strict grading standards were followed by all MAIA team members and all information was kept totally confidential.
Once the results
were calculated, the Leslie S. Ray Insurance Agency was presented with the
Five Star Designation for meeting and exceeding the high
standards set for this award.
THE FEW. THE PROUD.
As of Spring 2006, the Leslie S. Ray Insurance Agency is a member of an elite group of just 29 Massachusetts insurance agencies to have been awarded the 5-Star Designation, and is the only 5-Star insurance agency on Massachusetts’ North Shore.
17 Points of Quality
These are the elements that are rigorously reviewed by the MAIA:
1. CUSTOMER
FOCUS
Satisfying customers through meeting their requirements and value expectations
is the primary task of every employee.
2. COMMUNICATIONS
Verbal and nonverbal communications throughout all parts of the Agency are
two-way, clear, timely, consistent and forceful.
3. VISION
Management establishes vision for the Agency and leads the initiative to set
direction and align everyone in pursuit of the vision.
4. PLANNING
Planning at all levels of the Agency keeps everyone focused on its vision,
goals and strategies and provides a framework for achieving desired results.
5. ACCOUNTABILITY
Accountability measures and indicators for Agency performance are established,
analyzed and effectively used.
6. SELECTION
Employees are selected using criteria that promotes the needs and expectations
of the Agency both in the short term and the long term.
7. DEVELOPMENT
People are recognized as key strategic resources. Development opportunities
are provided to assure that each employee understands, supports and contributes
to achieving Agency success.
8. INVOLVEMENT
All employees are involved in establishing and achieving initiatives for performance
and improvement goals.
9. MOTIVATION
Employees are motivated through trust, respect, recognition and a work environment
that is conducive to the well-being and growth of all employees.
10. INFORMATION
Required information is clear, complete, accurate, timely, useful, accessible
and integrated with products, services, processes and procedures.
11. BUSINESS
ASSOCIATES
Business associate or products and services, business associate contributions
and business associate processes meet all requirements and contribute value
for performance improvements.
12. INNOVATION
Innovation is planned and effectively utilized in developing, implementing
and improving processes.
13.
INTEGRATION
Processes and the products and services created by them are jointly designed
as an integrated system.
14. CARRIERS/
MARKETS
Well chosen partnerships with carriers and other markets are key to providing
excellent products and services.
15. BUSINESS
RESULTS
Financial and business improvement results meet objectives, show positive
trends and substantiate Agency success.
16.
PERFORMANCE
The Agency's products and services are managed to ensure that customer requirements
and expectations are met and both quality and operational performance are
continuously improved.
17.
RELIABILITY
The Agency's products and services consistently provide superior value throughout
the business relationship.