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Manzana Insurance: Fruitvale Branch (Abridged) Case Solution & Answer

Addresses the performance assessment and improvement of a service operation in the insurance sector, a market that is very sensitive to response time. Two branches in direct competition are described, and the performance impact of response time is suggested. Management options that impact response time are analyzed and the poorest performer of the two branches must decide how to respond.
by
Steven C. Charron
Source: HBS Premier Case Collection
14 pages.
Publication Date: September 4, 1991. Prod #: 692015-PDF-ENG
Manzana Insurance: Fruitvale Branch (Abridged) Case Solution

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