Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested. Management choices that impact response time are explored and the poorer performer of the two branches must decide how to respond.

【書誌情報】

ページ数：14ページ

サイズ：A4

商品番号：HBSP-692015

発行日：1991/9/4

登録日：2011/7/29