Michel Cossette, Gabrielle Reyburn
HEC Montreal Centre for Case Studies (HEC162-PDF-ENG)
June 01, 2017
This two-part analytical case illustrates the situation for Money Cash Flow Inc., a rapidly growing Canadian insurance company where human resource management at its Montreal call center has become a major concern. In view of the many customer complaints and the increasing number of employees leaving, the management wants to correct the situation and get the company back up and running. A stable and committed workforce is an important factor for the success of the company. Management recognizes that human capital is the primary source of its value and a strategic advantage in its industry.
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