Selling a Promise

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.