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Prize winner
Case
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Reference no. 9-696-084
Subject category: Production and Operations Management
Authors: David M Upton (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 15 April 1997
Length: 12 pages
Data source: Field research
Topics: Quality control; Statistical analysis; Process analysis; Implementing strategy; Service management
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Abstract

Describes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services.
Location:
Germany
Industry:
Insurance
Size:
DEM48 billion revenue, 2,000 employees
Other setting(s):
1996
Teaching note
-
Reference no. 5-697-090
Subject category: Production and Operations Management
Authors: David M Upton (Harvard Business School); Christine Steinman (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1997
Length: 16 pages
View full details
Case
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Reference no. 9-603-S09
Spanish language
Subject category: Production and Operations Management
Authors: David M Upton (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 15 April 1997
Length: 13 pages
Data source: Field research
Topics: Quality control; Statistical analysis; Process analysis; Implementing strategy; Service management
View full details

About

Abstract

Describes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services.

Settings

Location:
Germany
Industry:
Insurance
Size:
DEM48 billion revenue, 2,000 employees
Other setting(s):
1996

Related

Teaching note
-
Reference no. 5-697-090
Subject category: Production and Operations Management
Authors: David M Upton (Harvard Business School); Christine Steinman (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1997
Length: 16 pages
View full details
Case
-
Reference no. 9-603-S09
Spanish language
Subject category: Production and Operations Management
Authors: David M Upton (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 15 April 1997
Length: 13 pages
Data source: Field research
Topics: Quality control; Statistical analysis; Process analysis; Implementing strategy; Service management
View full details
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