Looks at the performance review and enhancement of a service functionality in the insurace business, a market that is exceedingly responsive to reaction time. Two branches in direct rivalry are demonstrated, and the effect of reaction time on performance is recommended. Administration decisions that affect reaction time are looked at and the weakerof the two branches must choose how to react.
1- What operational problems is Mazana facing?
2- How might they be connected to the deteriorating profits experienced over the past year?
3- What are some possible alternatives for improving Manzana's performance?
4- How might these specifically help to eliminate the causes of the problems facing Manazana?