Case | HBS Case Collection | January 1995 (Revised January 1995)

USAA: Business Process Review for the Great Lakes Region (Abridged)

by James L. Heskett

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.

Keywords: Restructuring; Mortgages; Management Practices and Processes; Business Processes; Organizational Design; Mathematical Methods; Real Estate Industry; North America;

Citation:

Heskett, James L. "USAA: Business Process Review for the Great Lakes Region (Abridged)." Harvard Business School Case 395-026, January 1995. (Revised January 1995.)