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Supporting video
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Reference no. E906-010-3
Spanish language with English subtitles
Authors: Javier Busquets (Fundación ESADE)
Published in: 2006
Notes: File size 2.33 GB. Click for more information.

Abstract

This supporting video is to accompany the case series. Multiasistencia was founded in Spain in the early 1980s, creating the Comprehensive Claims Management Service (CCMS). The firm offered this outsourcing service to 100 corporate clients, including financial institutions, insurance companies and retail chains, accessing a market of approximately 9 million end users. The service is offered either as part of a fully comprehensive household insurance policy or as a customer loyalty service in the highly competitive financial and insurance markets in Spain, the UK and France. The group assists its European service users from an International Control Centre located in the outskirts of Madrid, which receives their calls and deploys jobs to its Trade Professional (TP) Network. Case (A) focuses on the problem with quality in the year 2000 as a symptom of a non-scalable operating model. The founder decided to take on new executives to put the needed changes into effect. The dilemma facing the new management team was whether or not to radically change the firm's operating model based on telephone contacts - transforming its main business - and placing Multiasistencia on the Internet. Case (B) shows how the firm reinvented itself by transforming the CCMS and the TP network co-ordination model. Case (C) describes the change in corporate client relationships by stressing the value of information management. The case also describes a project developed with BBVA Seguros, one of Multiasistencia's most important corporate clients.
Location:
Size:
EUR200 million
Other setting(s):
2000-2004

About

Abstract

This supporting video is to accompany the case series. Multiasistencia was founded in Spain in the early 1980s, creating the Comprehensive Claims Management Service (CCMS). The firm offered this outsourcing service to 100 corporate clients, including financial institutions, insurance companies and retail chains, accessing a market of approximately 9 million end users. The service is offered either as part of a fully comprehensive household insurance policy or as a customer loyalty service in the highly competitive financial and insurance markets in Spain, the UK and France. The group assists its European service users from an International Control Centre located in the outskirts of Madrid, which receives their calls and deploys jobs to its Trade Professional (TP) Network. Case (A) focuses on the problem with quality in the year 2000 as a symptom of a non-scalable operating model. The founder decided to take on new executives to put the needed changes into effect. The dilemma facing the new management team was whether or not to radically change the firm's operating model based on telephone contacts - transforming its main business - and placing Multiasistencia on the Internet. Case (B) shows how the firm reinvented itself by transforming the CCMS and the TP network co-ordination model. Case (C) describes the change in corporate client relationships by stressing the value of information management. The case also describes a project developed with BBVA Seguros, one of Multiasistencia's most important corporate clients.

Settings

Location:
Size:
EUR200 million
Other setting(s):
2000-2004

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