Publications
Publications
  • January 1995 (Revised January 1995)
  • Case
  • HBS Case Collection

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

By: James L. Heskett
  • Format:Print
  • | Pages:10
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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.)

About The Author

James L. Heskett

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