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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Case HBS-619018-EService and Operations ManagementIn August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers' needs - leading to low satisfaction scores, cancellation...Starting at €8.20
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China Vanke: Supplement
Paine, Lynn S.; Macomber, John D.; Wong, Keith Chi-hoCase HBS-314108-EStarting at €8.20
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Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCase HBS-418026-ELeadership and People ManagementStarting at €8.20
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Operational Transparency
Buell, Ryan W.Article HBS-R1902H-EService and Operations ManagementConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Starting at €8.20
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China Vanke (A-2)
Paine, Lynn S.; Macomber, John D.; Wong, Keith Chi-hoCase HBS-314105-EChina Vanke's president and his team must decide on a plan of action after reviewing the quality issues the company faced in early 2012 after a series of highly publicized incidents concerning the quality of the homes they built.Starting at €8.20
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Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
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China Vanke (B)
Paine, Lynn S.; Macomber, John D.; Wong, Keith Chi-hoCase HBS-314107-EThe case describes Vanke's response to the decisions posed in the A1, A2, and A3 cases and asks whether Vanke should expand its strategic scope by defining itself as an "urban facilities provider" rather than a "residential housing developer." The management team is also reviewing the company's forays in places such as Hong Kong, Singapore, the U.S., and Europe.Starting at €5.74
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Cyber Breach at Target, Teaching Note
Srinivasan, Suraj; Paine, Lynn S.Teaching Note HBS-118073-ETeaching note for case 117027.Starting at €0.00
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Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Teaching Note HBS-620078-EService and Operations ManagementTeaching note for case 616043.Starting at €0.00
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China Vanke (A-3)
Paine, Lynn S.; Macomber, John D.; Wong, Keith Chi-hoCase HBS-314106-EChina Vanke's president is considering whether and how the company might make further inroads into the commercial real estate sector, while continuing to lead in the residential sector. He is also considering whether to branch into overseas residential markets such as Hong Kong, Singapore, and the United States.Starting at €8.20