This website uses technical, customisation and analytical cookies, both first-party and third-party, to anonymously facilitate browsing and analyse statistics on use of the website. Learn more
Search results
-
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
-
Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCase HBS-418026-ELeadership and People ManagementStarting at €8.20
-
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
-
Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
-
St. Clement's School
Mary Gillett; Jeana Poon; Kelly McKennaCase IVEY-9B07B012-EAccounting and ControlThe principal of St. Clement's School was considering a potential expansion to the school's facilities. There were many issues for the principal to consider including how to fund the expansion, the impact on the school's programs, and the impact on the school of increased enrollments. Most importantly, she had to consider the impact of an expansion on the distinct culture of the school. This case is an introductory capital budgeting example set i...Starting at €8.20
-
C. R. Plastics - Teaching Note
David Wood; Mary GillettTeaching Note IVEY-8B11D016-EEntrepreneurship, FinanceTeaching note for product 9B11D016.Starting at €0.00
-
Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Teaching Note HBS-620078-EService and Operations ManagementTeaching note for case 616043.Starting at €0.00
-
Part King, Inc.
Mary Gillett; Lindsay BrockCase IVEY-9B08B001-EAccounting and ControlA newly appointed operations manager was expected to provide his expertise in the planning, launch and ongoing operations for three corporately-owned Part King stores, the first of which was scheduled to open in December 2005. The operations manager wondered if moving to a corporate model made sense at all or whether it was better to retain the franchise structure that was already in place. He was particularly concerned about how best to motivate...Starting at €8.20
-
Transforming Customer Engagement in Service Operations
Buell, Ryan W.Teaching Note HBS-620089-EService and Operations ManagementStarting at €0.00
-
Spencer Leadership Centre - Teaching Note
Mary Gillett; Gillian HeiszTeaching Note IVEY-8B09B15-EAccounting and ControlTeaching note for product 9B09B015.Starting at €0.00