Case | HBS Case Collection | 1995 (Revised from original 1995 version)

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

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;

Format: Print

10 pages

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Citation:

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

This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates and slots to initiate service to New York's LaGuardia airport, which does not fit the airline's profile for cost, ease of service, and other factors. The bigger issue is how the organization should deal with competition that has successfully emulated more and more of what it does in an operating environment that has changed significantly. Hence the subtitle, which was suggested by Herb Kelleher, Southwest's Chairman and CEO, Emeritus.

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

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