個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Mutual Life of Canada - The Group Client Service Guarantee (A)
內容大綱
The senior vice president and head of Mutual Life's group division, was trying to decide whether to proceed with a plan to guarantee his division's services as a task force had recommended. If the division decided to proceed, he would have to decide whether to accept the task force's suggestions on the design of the guarantee and answer a number of questions that they have left unanswered. Students have to assess whether Mutual Life would benefit from a guarantee and the performance of the division and the task force so far, as well as address the design issues. A sequel to this case Mutual Life of Canada - The Group Client Service Guarantee (B), describes the guarantee and an issue that has arisen.
學習目標
To expose students to issues in the design of a service guarantee, assessment of a guarantee, and methods of dealing with guarantee-related problems. These cases were written for a course in service management, particularly for a module on service quality.