Deals with the assessment of performance and improved service in the insurance industry, a market that is very sensitive to latency. Two offices in direct competition are described, and the impact of latency on the performance offered. Management choices that impact response time are explored and the poor performer of the two branches must decide how to respond. "Hide
by Steven C. Wheelwright Source: HBS Premier Case Collection 14 pages. Publication Date: Sep 04, 1991. Prod. #: 692015-PDF-ENG
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