Mutual Life of Canada - The Group Client Service Guarantee (B)
商品編號：9A94D017
出版日期：1994/09/02
再版日期：2003/02/17
商品來源：Ivey
商品主題：Operations Management
商品類型：Case (Field)
涵蓋議題：Programming;Services;Customer Relations;Consumer Research
難易度：4 - Undergraduate/MBA
內容長度：10 頁
地域：Canada
產業：Insurance and Pension Funds
事件年度：1993
The regional group marketing director, was trying to decide what to do about Consolidated, a client who had made a claim for $9,500 under the company's new group client service guarantee. The problem was that, although she believed Consolidated's claim was completely without basis, the guarantee prominently said: If you have a problem, we will pay, no questions asked. Students have to assess Mutual Life's guarantee and decide what to do about both the Consolidated incident and the guarantee. This case can be used either alone, or in conjunction with a related case bearing the same title, case 9A94D016, which addresses several issues in the design of the guarantee.
教學手冊：8A94D16
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