DOWNLOAD

1 min read •

Trust and Cooperation: The Payoff from a Great Place to Work

When Robert McDermott took over as CEO of USAA, he inherited an underperforming auto and casualty insurer that satisfied none of its major stakeholders - customers, owners, or employees. Service was often shoddy, and the turnover rate among its largely female clerical staff was nearly 50 percent a year. "Mac D," as the retired Air Force brigadier general is known around the firm's San Antonio, Texas, headquarters, decided to wage an all-out battle to turn USAA around.

1 min read •

Trust and Cooperation: The Payoff from a Great Place to Work

When Robert McDermott took over as CEO of USAA, he inherited an underperforming auto and casualty insurer that satisfied none of its major stakeholders - customers, owners, or employees. Service was often shoddy, and the turnover rate among its largely female clerical staff was nearly 50 percent a year. "Mac D," as the retired Air Force brigadier general is known around the firm's San Antonio, Texas, headquarters, decided to wage an all-out battle to turn USAA around.