【案例名称】Innovation at Progressive (A): Pay-As-You-Go Insurance

【作者】Frances X. Frei, Hanna Rodriguez-Farrar

【页数】20

【格式】PDF

【语言】英语

【出版日期】2002年5月8日

【修正日期】2004年4月29日

【学科】管理业务 (Service Management)

【案例编号】602175-PDF-ENG

【来源】HBS Premier Case Collection

【网页】http://cb.hbsp.harvard.edu/cb/product/602175-PDF-ENG

【简介】

Used as part of the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031).

Consumer auto insurance is a price-sensitive industry in which customers rarely pay a premium to a provider even for additional service features. Progressive spends more on additional service features than its competitors do; consumers don't pay extra for these features, yet the company makes money on a product its competitors often do not.

Central to Progressive's success is its ability (a) to turn operational savings into value-added service and (b) to capitalize on its unique competencies through clever service design. Progressive is considering a national rollout of Autograph, a pay-as-you-go insurance service offering that recently completed a successful pilot in Texas.

A rewritten version of an earlier case.

【学习目标】

To learn how to create operational savings and value-added services simultaneously; to learn how to accelerate operational expertise through innovative service design; and

to learn how to introduce new technologies into consumer services.

【涉及课题】

Innovation; Product development; Service management

【背景】

    * Geographic: United States
    * Industry: Automotive
    * Industry: Insurance
    * Company Employee Count: 19,490
    * Company Revenue: $6 billion revenues
    * Event Year Begin: 2000
    * Event Year End: 2000

【下载】

http://www.mbabbs.com/thread-443-1-1.html