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Abridged version
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Reference no. 9-395-026
Authors: James L Heskett
Published by: Harvard Business Publishing
Originally published in: 1995
Version: 30 January 1995
Length: 10 pages
Data source: Field research

Abstract

Presents the results of a service process analysis of USAA''s claims processing activity in its Great Lakes Region. Explores not only issues of redesigning the process but also the organizational implications of various alternatives.
Location:
Industry:
Size:
Large, 9,500 employees, USD5.3 billion revenues
Other setting(s):
1993

About

Abstract

Presents the results of a service process analysis of USAA''s claims processing activity in its Great Lakes Region. Explores not only issues of redesigning the process but also the organizational implications of various alternatives.

Settings

Location:
Industry:
Size:
Large, 9,500 employees, USD5.3 billion revenues
Other setting(s):
1993

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