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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.
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.
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