Teaching Note | HBS Case Collection | August 2013

Multiasistencia: Redefining the Relationship with Its Service Professionals

by F. Asis Martinez-Jerez

Abstract

Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service profesionals from a referral model to a guaranteed workload one.

Keywords: outsourcing; incentives; relational contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain;

Citation:

Martinez-Jerez, F. Asis. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Teaching Note 114-010, August 2013.