USAA: Capturing Value from Complexity
Name
MIT_CISRwp389_USAA_Mocker.pdf
Size
1.84 MB
Format
Adobe PDF
Checksum (MD5)
8f82e7606eedb8d53d2a1de0a8c3928c
Author(s)
Mocker, Martin
Ross, Jeanne W.
Date Issued
March 22, 2013
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Mocker, Martin and Jeanne W. Ross. “USAA: Capturing Value from Complexity.” Working paper 389, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 2013. https://dspace.mit.edu/handle/1721.1/175272.
Series/Report no.
MIT Sloan School of Management Working Paper 5201-13
CISR Working Paper 389
Abstract
Since its founding in 1922, financial service provider USAA has grown its product portfolio from auto insurance to over one hundred P&C insurance, banking, life insurance, and investment management products. More recently, USAA has also created connections between different products by linking them in integrated services addressing life events. Life events like buying a car or house or getting married involve multiple products such as loans and insurance. Introduced in 2010, one of the company s first integrated services targeted the car buying life event, allowing members to select, buy (at a pre-negotiated price), finance, and insure a car in one seamless process. This case study describes the motivation for and challenge of providing financial products in a more integrated way, as well as how USAA worked towards making this integration a success. USAA found that making its members' lives simpler involved making its own organizational life more complex.
Subjects
Innovation and Strategy
Business Complexity
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