Supplement | HBS Case Collection | June 2013

Multiasistencia: Redefining the Relationship with its Service Professionals. Spreadsheet Supplement

by Francisco de 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; Europe; Spain;

Citation:

Martinez-Jerez, Francisco de Asis. "Multiasistencia: Redefining the Relationship with its Service Professionals. Spreadsheet Supplement." Harvard Business School Spreadsheet Supplement 113-708, June 2013.