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【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
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