The RECS project
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The RECS project

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CASE STUDY. TransInsurance Inc. is an individual insurance company, covering all of Canada. In the midst of an industry amalgamation, the RECS project came to be in fall 2002, following the merger of two group insurance companies – one from Quebec City and another from Montreal. The reality of operations, particularly at the level of customer service, was proving to be difficult, however. Senior management thus envisaged a bold project based on a fundamental transformation of the company’s methods of operation. Specifically, the project was aimed at completely restructuring its customer service department as well as the marketing of its insurance products.

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Produit

Abstract

TransInsurance Inc. is an individual insurance company, covering all of Canada. In the midst of an industry amalgamation, the RECS project came to be in fall 2002, following the merger of two group insurance companies – one from Quebec City and another from Montreal. The reality of operations, particularly at the level of customer service, was proving to be difficult, however. Senior management thus envisaged a bold project based on a fundamental transformation of the company’s methods of operation. Specifically, the project was aimed at completely restructuring its customer service department as well as the marketing of its insurance products. The project was launched on April 1, 2003, but many obstacles were encountered along the way: the firing of the first two consulting firms to which the project had been outsourced, followed by the resumption of project leadership by TransInsurance to achieve, in the end, moderate success. Also available in french here.

Three parts-case

  • Part A
  • Part B (included only for Enseignement par professeurs/Distribution Corporative)
  • Part C (included only for Enseignement par professeurs/Distribution Corporative)

Information complémentaire

Année

2010

Annexe

Oui

Éditeur

Centre de Cas HEC Montréal

Format

PDF

Industrie

organizational restructuring, Outsourcing, Technology project management

Institution

HEC Montréal, Université Laval

Langue

Anglais

Notes pédagogiques

Non

Nombre de pages

Part A: 7, Part B: 3, Part C: 4

Parution

International Journal of Case Studies in Management (IJCSM)

Licence

Distribution corporative, Enseignement par professeur, Utilisation personnelle

Taille

Part A: 111 ko, Part B: 56 ko, Part C: 58 ko

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