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92 items were found using the following search criteria
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Gene Cattie Enterprises
Weiss, Elliott N.Case DARDEN-OM-1359-EService and Operations ManagementThis case concerns Gene Cattie Enterprises (GCE), a manufacturer of a variety of fabricated metal house accessories, including mailboxes and window boxes. Founded in 2001 by Gene Cattie, a former HR professional for a large diversified financial-services company, GCE manufactures window boxes in five basic colors in a small plant in central Virginia. Historically, GCE has competed by providing a low-cost, high-quality product, sold mostly to spec...Starting at €8.20
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Supplier Development at SysInteg (C)
Landel, Robert D.; Karri, ChitanyaCase DARDEN-OM-1364-EService and Operations ManagementOn day two of the Value Stream Mapping (VSM) event, the legal counsel for the XS division was brought to the meeting by the XS division manager who viewed the suggestions and recommendations made the supplier during the Current State exercise on the first day as push backs and wanted to ensure that he had no unreasonable plans for improvement when he left the VSM event. The attorney was concerned that any changes to existing processes would leave...Starting at €5.74
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Blackshop Restaurant
John S. Haywood-Farmer; Karim Moolani; Michelle PengCase IVEY-9B09D001-EService and Operations ManagementIn April 2008, the owners of the Cambridge, Ontario-based Cerny Hospitality Group (CHG) were considering the purchase and implementation of OpenTable's reservation management software in three of their restaurants, including the Blackshop Restaurant. It was thought that the software could aid in more effectively managing customer demand due to its ability to allow on-line reservations and its data-gathering capability, an improvement over its cur...Starting at €8.20
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When Should a Process Be Art, Not Science
Hall, Joseph M.; Johnson, M. EricArticle HBS-R0903D-EService and Operations ManagementThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Managers have gone overboard with process standardization. Many processes - such as leadership training or auditing - are more art than science. Imposing rigid rules on them squashes innovation, reduces accountability, and harms performance. Tuck professors Hall an...Starting at €8.20
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When Should a Process Be Art, Not Science? (Spanish version)
Hall, Joseph M.; Johnson, M. EricArticle HBS-R0903DService and Operations ManagementWhat new technologies can make a science of art? Do my customers value variation? How do the costs and opportunities of art and science stack up? Art and science both have important roles to play in business processes. They need not be at odds but must be carefully harmonized.Starting at €8.20
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Performance Management at Intermountain Healthcare
Bohmer, Richard; Romney, Alexander C.Case HBS-609103-EService and Operations ManagementIntermountain Healthcare is a 21-hospital integrated delivery system serving Utah and southern Idaho that is nationally recognized for its highly structured approach to managing the quality of clinical care. This case describes Intermountain's system for improving clinical performance that makes use of the organization's extensive set of standardized clinical protocols and associated clinical process and outcome measures. The measures underpin a ...Starting at €8.20
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Alara Agri: Fresh Cherry Production
Chris J. Piper; Jordan MitchellCase IVEY-9B09D004-EEntrepreneurship, Service and Operations Management, StrategyAlara Agri, based in Bursa, Turkey, is one of the world's foremost cherry and fig producers. The president and chief executive officer (CEO) was concerned about a recurring capacity problem at the end of the process where cherries were packed. On some of the plant's conveyor belts, piles of cherries of one size waited to be packed while other belts had too few cherries to keep workers busy, and thus delayed order fulfillment. Diverting excess che...Starting at €8.20
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Tournaments 201: An Innovator's Guide to Getting Started
Terwiesch, Christian; Ulrich, Karl T.Book Chapter HBS-3447BC-EService and Operations ManagementEveryone wants their organizations to be more innovative. This desire, however, is hard to turn into action. Organizations tend to follow a similar pattern, improving performance by progressing along a common path. In this chapter, the authors introduce an innovation maturity model consisting of five levels--a path toward achieving innovation excellence--and outline next steps for both organizations just starting out and those that are more matur...Starting at €8.20
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Metropolitan College
P. Fraser Johnson; Robert KlassenCase IVEY-9B09D012-EService and Operations ManagementA manager of Student Services at a small college was very concerned about the delays and costs of processing student registrations during the annual orientation week. She glanced at recently collected data on processing times for the six major steps that the registration process required. She wondered how the process might be improved while balancing budgetary pressures to reduce costs.Starting at €8.20
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Henderson bas: The Primus.ca Campaign
John S. Haywood-Farmer; Ari Shomair; Arina RosuCase IVEY-9B09D013-EService and Operations ManagementIn April, 2009, the director of media strategy at henderson bas, a Toronto-based online advertising agency, was evaluating the current campaign for Primus Telecommunications (Primus). It had been two months since the Primus home phone bundle banner advertisement campaign had been launched, and initial results were not as expected. While there were a lot of visitors attracted to the Primus website, those visitors were not converted into paying cus...Starting at €8.20