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QUALITY SERVICE FOUNDED ON EMPLOYEE APPRECIATION, SAYS NOHA

      QUALITY SERVICE FOUNDED ON EMPLOYEE APPRECIATION, SAYS NOHA
    CHICAGO, Feb. 20 /PRNewswire/ -- "Long-term commitment to the consumer cannot be the cornerstone of a marketing strategy unless it's also the cornerstone of an employee relations philosophy," according to Edward J. Noha, chairman and CEO of CNA Insurance Companies.
    In the keynote address for the Major Issues Forum of The Society of Chartered Property and Casualty Underwriters here today, Noha stated that "When it comes to quality, as with any management objective, it means assigning the highest priority to the measures most certain to build customer confidence."
    Quality, he said, will be realized "only when we remember that commitment to customers is a result and employee commitment is the cause."
    Noha said CNA has been successful because of a multi-faceted program that has been in effect since the 1970s.  "We've done it by honoring outstanding employee achievement," he explained, and "by keeping channels of communication open with employee communication sessions where individuals meet face to face with their managers' managers and are free to bring up whatever is on their minds."
    He also cited employee briefings and question-answer sessions as means of communication that CNA uses to ensure "that everyone understands his or her role in the bigger picture."  In addition, he said that when any senior level manager visits a branch office, "We still go desk to desk, getting to know the people who represent CNA in the eyes of the consumer."
    Noha said that not only is quality service vital to individual companies, agents and brokers, it is an "imperative if our industry itself is going to remain a meaningful part of the private sector," he declared.
    "In the short term, we have to stand up to unjustified political slurs against our industry," Noha said.  "But long term we know we're responsible for our own reputation, and quality service is one of the critical ways that we can brighten our image and restore it to what it should be."
    "Quality is many things:  products, processes and promises," Noha said, "but most of all, it's people.  And when we help them to bring out the very best that's in them then we assure quality...and take a large step as well toward assuring the future of our private, competitive, time-honored way of doing business."
    CNA's ability to keep its commitments is backed by more than 100 years of experience, more than $11 billion in revenue, more than $35 billion in assets, more than $5 billion in stockholders equity and consistently high ratings by the independent agencies that evaluate the financial strength and claims-paying abilities of insurance companies.
    -0-                          2/20/92
    /CONTACT:  Warren Moulds, 312-822-5819 or David B. Thomson, 312-822-2084, both of CNA Insurance Companies/ CO:  CNA Insurance Companies ST:  Illinois IN:  INS SU: AH -- NY062 -- 0994 02/20/92 14:06 EST
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Copyright 1992 Gale, Cengage Learning. All rights reserved.

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Publication:PR Newswire
Date:Feb 20, 1992
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