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    Progressive Insurance Concierge Program

    Parvaiz, Omar ; Weiss, Elliott N.

    • Reference: DARDEN-OM-1327-E

    • Number of pages: 10

    • Publication Date: Nov 2, 2008

    • Source: Darden University of Virginia (USA)

    • Type of Document: Case

    • Industry Setting: Banking/Finance/Insurance

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    Description

    Progressive Insurance Company is considering the rollout of a new level of service in the Maryland area. Students are given the opportunity to understand the new service and assess its fit with Progressive's business. Students must also determine a staffing plan for the new center.

    Keywords

    queue management Service management Service strategy