Service system design for the property and casualty insurance industry

Avi Giloni, Sridhar Seshadri, Pasumarti V. Kamesam

Research output: Contribution to journalReview articlepeer-review


This paper describes the changes that are forcing property and casualty insurance firms to rethink their service system design and in particular their distribution strategies. A set of questions related to distribution that are uppermost in the minds of executives in this industry are presented along with a literature survey of models that can be used to answer some of these questions. Based on the survey, a normative framework for designing the distribution system is proposed. Qualitative and quantitative analysis based on the proposed framework is presented along with empirical data to demonstrate the usefulness of the framework. The paper concludes with an agenda for further research.

Original languageEnglish (US)
Pages (from-to)62-78
Number of pages17
JournalProduction and Operations Management
Issue number1
StatePublished - 2003
Externally publishedYes


  • Distribution system design
  • Insurance industry
  • Service strategy
  • Service system design

ASJC Scopus subject areas

  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Management of Technology and Innovation


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