ABC Insurance

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CASE STUDY. Through a complete reorganization of work, she hopes to counter problems related to customer retention and finding new clients.

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Description

ABC Insurance: Abstract

ABC Insurance is a case study by Anne Mesny and Luc Bélanger-Martin.

After a brief description of ABC Insurance, an insurance brokerage firm with twenty employees that caters to both businesses and individuals, the case unfolds as a conversation between Thérèse (Director of the Individual Division) and Charles (CEO and Director of the Corporate Division) regarding a new work scheme that Thérèse would like to put into place. Through a complete reorganization of work, she hopes to counter problems related to customer retention and finding new clients. The discussion ends with a promise to meet again in the following week, at which time Charles will present his own thoughts on Thérèse’s proposal.

Teaching objectives

  • Identify individual and organizational issues related to the division of labour and the organization of work
  • Understand the relation between the organization of work and a business’ mission and strategy
  • Consider the challenges related to organizational change
  • Become familiar with contemporary principles of work organization (delegation, accountability, organization by project or process, teamwork, etc.) and identify the challenges of their implementation

Additional information

Also available in French.

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