Real Good Insurance Case Study


A relatively new director is trying to understand why the division’s cost of claims is spiraling out of control. Customer satisfaction ratings for the operation have gone up significantly and are on the verge of leading the company, but this achievement, which is attributed to improvements associated with a new pay-for-performance program, is overshadowed by a cost problem that is potentially job threatening.

Learning Objectives:

Pub Date: 2014
Subjects: Customer Service, Human Resources
Source: Jack Brittain & Judith Sims

SKU: C-309 Category:
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