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Abridged version
-
Reference no. 9-607-S05
Spanish language
Published by: Harvard Business Publishing
Originally published in: 1991
Version: 30 January 1997
Revision date: 03-May-2019

Abstract

This is a Spanish version. Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested. Management choices that impact response time are explored and the poorer performer of the two branches must decide how to respond.
Location:
Industry:
Other setting(s):
1989-1991

About

Abstract

This is a Spanish version. Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested. Management choices that impact response time are explored and the poorer performer of the two branches must decide how to respond.

Settings

Location:
Industry:
Other setting(s):
1989-1991

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