Trust and Cooperation: The Payoff from a Great Place to Work
Issue 4, 1993

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.