Delta Dental of Massachusetts

24 Pages Posted: 5 Apr 2010

See all articles by Robert Landel

Robert Landel

University of Virginia - Darden School of Business

Laurence Mueller

affiliation not provided to SSRN

Abstract

This case discusses the first use of service guarantees by an insurance company to its clients and its resultant marketability. The case poses two decisions: whether to expand operations to grow the company beyond its 200 employees and beyond its family culture, as well as related customer-service challenges; and whether Delta Dental should change its focus, given the national health-care drive, by seizing opportunities to form regional alliances with other dental insurers or to align itself with full-service health-care insurers in preparation for nationalized health-care. The case is especially useful in courses covering service guarantees, significant company growth as it relates to corporate culture, changes in health-care insurance, and formation of alliances.

Keywords: capacity planning, corporate culture, decision making, growth strategy, nonprofit organizations, service operations, management of

Suggested Citation

Landel, Robert and Mueller, Laurence, Delta Dental of Massachusetts. Darden Case No. UVA-OM-0762, Available at SSRN: https://ssrn.com/abstract=1584147 or http://dx.doi.org/10.2139/ssrn.1584147

Robert Landel (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/landel.htm

Laurence Mueller

affiliation not provided to SSRN

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