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Yahoo! and Customer Privacy - Teaching Note
Wicks; Andrew C.; Mead; JennyTeaching Note DARDEN-E-0300TN-EBusiness Ethics and Corporate Social ResponsibilityTeaching note for product E-0300Starting at €0.00
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Transformation at the IRS (Spanish version)
Edmondson, Amy C.; Frei, Frances X.; Hajim, CoreyCase HBS-613S04Used as the capstone case for a course on Managing Service Operations (606-092). Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regardi...Starting at €8.20
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Just a Sandwich? Chick-Fil-A and the Intersection of Mission; Religion; and Business Practice
Wicks; Andrew C.; Nolan; John; Mead; JennyCase DARDEN-E-0423-EBusiness Ethics and Corporate Social ResponsibilityChick-fil-A company heir and then-COO Dan Cathy caused a media uproar when; in a 2012 interview; he emphasized the company’s outspoken support of "traditional" family values. Detractors decried what seemed an anti-gay bias on the company’s part; which was supported by Chick-fil-A’s donations to groups such as Focus on the Family; the Fellowship of Christian Athletes; and Exodus International; organizations traditionally opposed to LGBTQ interest...Starting at €8.20
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The Mitchell Family and Mitchells/Richards (Spanish Version)
Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A.Case HBS-610S23Service and Operations ManagementDescribe la sofisticación operativa una pequeña, de cadena de tiendas de lujo logrado a través del uso de la tecnología y el servicio al cliente "alto contacto". Una empresa de gestión familiar, Mitchell ha construido su éxito con una estrategia de servicio al cliente, conocido internamente como "abrazos". El término es engañosamente simple. mentiras verdaderas de éxito de la empresa en su mezcla de un ambiente cálido, orientado a otra cultura co...Starting at €8.20
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Yahoo! and Customer Privacy
Freeman; R. Edward; Werhane; Patricia H.; Wicks; Andrew C.; Fruscello; Thomas W.; Mead; JennyCase DARDEN-E-0300-EBusiness Ethics and Corporate Social ResponsibilityThis case explores the larger context of competition among internet companies for market share globally; especially in the emerging Chinese economy; as well as concerns about advancing the core values of the company including user privacy. Specifically; it concerns the decision facing Yahoo! when it is confronted with a request by the Chinese government to release the name of one of its users for alleged violations of Chinese law.Starting at €8.20
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Bad Arguments and Rationalization in Business
Freeman; R. Edward; Wicks; Andrew C.; Harris; Jared D.; Parmar; Bidhan L.; Mead; JennyTechnical Note DARDEN-E-0406-EBusiness Ethics and Corporate Social ResponsibilityThe following note attempts to catalog and analyze a set of flawed but common arguments made in business and organizational settings to drive strategic and operational decision-making. The arguments are deconstructed into syllogistic form—a set of premises leading to a conclusion—and analyzed for validity and soundness. The final part of this note pays attention to ways decision-makers can avoid such bad arguments and the rationalization that oft...Starting at €8.20