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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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Purchasing Consortium for the BMS Industry in Singapore
Mei Qi; Siew Hwa OngCase IVEY-9B12D014-EEntrepreneurship, Service and Operations Management, StrategySince November 2011, the director and chief scientist for Acumen Research Laboratories (ARL) had been conferring with Spring Singapore — a government agency devoted to the city-state’s economic growth — on ways to improve the current procurement practices of the biomedical science (BMS) industry in Singapore. As a senior chief scientist and the founder of ARL, she saw and experienced tremendous purchasing inefficiency and quality problems in the ...Starting at €8.20
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EU Holidays
Yew Hoong Wong; Singfat ChuCase IVEY-9B13E003-ECorporate Governance, Entrepreneurship, Service and Operations Management, StrategyThe profit margin for the travel agency industry in Singapore, which mostly offered travel packages to Asia and Europe, was very thin. An up-and-coming travel agency faced the dilemma of offering maximum customer satisfaction while keeping its operating cost (e.g., fees for its tour guides) low. Rather than simply assigning travel guides to tours by trial and error, a director of the travel agency decided to use an optimization template. This cas...Starting at €8.20
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Eagle Services Asia
Edward D. ArnheiterCase IVEY-9B07D019-EService and Operations Management, StrategyThis case chronicles the creation and transformation of a Singaporean joint venture, Eagle Services Asia (ESA). It describes some early start-up problems, including a forced shutdown by the Civilian Aviation Authority of Singapore (CAAS). The resulting shakeup of the ESA management team provides a fresh start and an opportunity to reinvigorate the company using lean management principles. Managerial decisions play a key role in ESA's success, tog...Starting at €8.20
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IFP, Indonesia
Shapiro, Roy D.Case HBS-610052-EService and Operations ManagementIFP, Ltd. is a Europe-based multinational mining and minerals company contemplating an investment to produce forest products in Indonesia. The primary case decisions are 1) how to assess political and operating risk, 2) how to integrate economic and political risk analysis in order to select among the alternative spatial and operating configurations, and 3) how to manage operations in order to minimize risk. This case is an effective vehicle for ...Starting at €8.20
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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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SMRT: Getting Back on Track
Thompson S.H. Teo; Cherie Heng; Cheryl Lee; Zhuoran Liu; Shi Qing Ng; Xinyi Sherry YuanCase IVEY-9B18D004-EService and Operations ManagementOn July 7, 2015, a power fault during the evening commute led to a system-wide disruption on SMRT, Singapore’s heavily used mass rapid transit lines. Train service on both lines was shut down for more than two hours, affecting more than 413,000 commuters. The public was outraged at the scale of the breakdown and how ineffectively it was handled. Detailed investigations revealed the breakdown to be a result of maintenance lapses, and SMRT was crit...Starting at €8.20
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Shangri-La Hotels
Campbell, Dennis; Kazan, BrentCase HBS-108006-EService and Operations ManagementIn November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major iStarting at €8.20
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Intel: Strategic Decisions in Locating a New Assembly and Test Plant (A)
Alcacer, Juan; Herman, KerryCase HBS-713406-EService and Operations ManagementIn mid-2005, Intel is examining its options for where to locate its next assembly and test plant. On its short list of potential sites includes locations in China, India, Thailand, and Vietnam. Each country has its own unique benefits and risks related to infrastructure, governance, education, business culture, intellectual property protection, labor markets, experience working with Western firms, and tax breaks and other incentives. Intel's Gene...Starting at €8.20
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Singapure National Kidney Foundation
Ribera, JaumeCase P-1090-EService and Operations ManagementThe NKF in Singapore has been very successful in fundraising and supporting its main beneficiaries: patients with kidney diseases. Under the leadership of its CEO it has achieved excellent levels in the areas of fundraising, marketing, patient care and so on. It has even been able to extend its support to children's diseases. However recent criticisms in the press about a business deal with an insurance company and the high level of reserve funds...Starting at €8.20