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Prize winner
Abridged version
-
Reference no. 9-692-015
Subject category: Production and Operations Management
Authors: Steven C Wheelwright (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1991
Version: 30 January 1997
Length: 14 pages
Data source: Field research
Topics: Competitive strategy; Decision making; Service delivery
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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
Teaching note
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Reference no. 5-696-043
Subject category: Production and Operations Management
Authors: Ann E Gray (Harvard Business School); James Leonard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 6 September 1995
Length: 12 pages
Data source: Field research
View full details
Abridged version
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Reference no. 9-607-S05
Spanish language
Subject category: Production and Operations Management
Authors: Michael J. Harrison (Stanford Graduate School of Business, Stanford University)
Published by: Harvard Business Publishing
Originally published in: 1991
Version: 30 January 1997
Revision date: 3-May-2019
Length: 15 pages
Data source: Field research
Topics: Competitive strategy; Decision making; Service delivery
View full details
Supplementary software
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Reference no. XLS289
Subject category: Production and Operations Management
Authors: Steven C Wheelwright (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 2011
Format: .xls
Data source: Field research
Topics: Operations management; Performance measurement; Competition; Service management
View full details

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

Related

Teaching note
-
Reference no. 5-696-043
Subject category: Production and Operations Management
Authors: Ann E Gray (Harvard Business School); James Leonard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 6 September 1995
Length: 12 pages
Data source: Field research
View full details
Abridged version
-
Reference no. 9-607-S05
Spanish language
Subject category: Production and Operations Management
Authors: Michael J. Harrison (Stanford Graduate School of Business, Stanford University)
Published by: Harvard Business Publishing
Originally published in: 1991
Version: 30 January 1997
Revision date: 3-May-2019
Length: 15 pages
Data source: Field research
Topics: Competitive strategy; Decision making; Service delivery
View full details
Supplementary software
-
Reference no. XLS289
Subject category: Production and Operations Management
Authors: Steven C Wheelwright (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 2011
Format: .xls
Data source: Field research
Topics: Operations management; Performance measurement; Competition; Service management
View full details
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