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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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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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Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
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Vision Mumbai
Gomez-Ibanez, Jose; Masood, Sheikh ZahidCase HBS-HKS119-EEconomicsIn 2006 officials of the Municipal Corporation of Greater Mumbai and the State of Maharashtra were beginning to implement a plan to improve the economic fortunes of the city. Mumbai, formerly known as Bombay, was India's richest city, with wealth based on trade, finance and filmmaking. But the city was also famous for its enormous slums, terrible traffic congestion, and poor infrastructure. And while India's economy had been growing rapidly since...Starting at €8.20
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Uber Comes to Boston
Gomez-Ibanez, Jose; Hogge, PaulCase HBS-KS1240-EOn August 5, 2016, Governor Charlie Baker signed into law Massachusetts' first statewide regulations on ride-sharing services like Uber and Lyft. The law was a monumental victory for the ride-sharing companies given that a few years earlier state officials tried to ban the startups from doing business in Massachusetts. The outcome was a major defeat for the taxi industry, whose drivers and license holders argued that their livelihoods were severe...Starting at €8.20
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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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Transforming Customer Engagement in Service Operations
Buell, Ryan W.Teaching Note HBS-620089-EService and Operations ManagementStarting at €0.00
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Babcom: Opening Doors, Teaching Note
Buell, Ryan W.; Margolis, Joshua D.Teaching Note HBS-620088-ELeadership and People ManagementTeaching note for case 418026.Starting at €0.00
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Improving Access at VA, Teaching Note
Buell, Ryan W.; Huckman, Robert S.Teaching Note HBS-618052-EInformation TechnologiesTeaching note for case 617012.Starting at €0.00