Usaa

May 8, 2011

United Services Automobile Association (USAA) vision 90 years (established in 1921) ago was to provide high quality, comprehensive, automobile insurance for military members and their associates. This goal has changed since, and USAA now provides more diverse financial services that are still exclusive to members of the armed forces, family members, and associates. The organization's mission statement, gives some insight into their organizational goals: "USAA's mission is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community".

The organizations goals and objectives are to provide a 100% rate consumer satisfaction; employ the use of technology to increase efficiency of services and internal processes; continue to diversify the services it provides for customers, making USAA the number one stop for military member's financial needs. USAA has been successful in attaining these organizational goals. During 2010 the organization achieved a 93% in overall consumer satisfaction; It also has become the most successful and efficient online bank by researching merging technologies and how they can benefit the organizations operations. USAA also continue to expand the amount of services it provides for member of the armed forces. This has made USAA the primary choice for banking, investment, and insurance among military members.

Success for USAA has not been an easy task. Under the leadership of Robert F. McDermott, USAA transformed from a property and casualty insurance company with $200 million in assets in the late 1960s to an $11 billion financial services empire in 1988. This required a comprehensive strategic plan to achieve the goals established by the organization. The strategy consisted of a serious long-range planning meeting at the American...