Subject category:
Production and Operations Management
Published by:
Harvard Business Publishing
Version: 30 January 1997
Length: 14 pages
Data source: Field research
Abstract
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.
Other setting(s):
1989-1991
About
Abstract
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
Other setting(s):
1989-1991