Publications
Publications
- January 1996 (Revised April 1997)
- HBS Case Collection
Deutsche Allgemeinversicherung
Abstract
Describes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services.
Keywords
Citation
Upton, David M. "Deutsche Allgemeinversicherung." Harvard Business School Case 696-084, January 1996. (Revised April 1997.)