USAA: Business Process Review for the Great Lakes Region

By: James L. Heskett and Roger H. Hallowell

Abstract

USAA proposes to develop a new set of processes for its property and casualty division. The case focuses on processes used in automobile claims.

Heskett, James L., and Roger H. Hallowell. "USAA: Business Process Review for the Great Lakes Region." Harvard Business School Case 694-024, August 1993.