Case | HBS Case Collection | September 1991 (Revised January 1997)

Manzana Insurance: Fruitvale Branch (Abridged)

by Steven C. Wheelwright

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.

Keywords: Business Offices; Decision Choices and Conditions; Time Management; Service Operations; Performance Evaluation; Competition; Insurance Industry;

Citation:

Wheelwright, Steven C. "Manzana Insurance: Fruitvale Branch (Abridged)." Harvard Business School Case 692-015, September 1991. (Revised January 1997.)