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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Icelandair (E): COVID-19
Mitchell, Jordan; Sigurjonsson, Throstur Olaf; Berrone, PascualCase SM-1703-ECorporate Governance, Innovation and Change, StrategyThis five-part case series considers Icelandair at a couple of key inflection points in its recent history. Case A, set in early 2017 on the airline's 80th anniversary, the airline is faced to question its strategy after its impressive seven-year run of dynamic growth and solid returns comes to a somewhat abrupt end due to extreme pricing competition and upward cost pressure. The case delves into the development of the airline and its "hybrid" bu...Starting at €5.74
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Icelandair (E): COVID-19
Mitchell, Jordan; Sigurjonsson, Throstur Olaf; Berrone, PascualCase SM-1703Corporate Governance, Innovation and Change, StrategyEn este caso en cinco partes se presenta a Icelandair en un par de momentos decisivos de su historia reciente. En el caso A, situado a principios de 2017, en el 80 aniversario de la aerolínea, la compañía debe plantearse su estrategia tras un período impresionante de siete años de crecimiento dinámico y buenos resultados que llega a su fin de forma más o menos brusca debido a la competencia de precios extrema y la presión de los costes al alza. E...Starting at €5.74
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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Icelandair (A, B, C, D y E) - Teaching Note
Mitchell, Jordan; Sigurjonsson, Throstur Olaf; Berrone, PascualTeaching Note SMT-132-ECorporate Governance, Innovation and Change, StrategyThis five-part case series considers Icelandair at a couple of key inflection points in its recent history. Case A, set in early 2017 on the airline's 80th anniversary, the airline is faced to question its strategy after its impressive seven-year run of dynamic growth and solid returns comes to a somewhat abrupt end due to extreme pricing competition and upward cost pressure. The case delves into the development of the airline and its "hybrid" bu...Starting at €0.00
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Red Bull (Abridged)
Farris, Paul W.; Shames, Ervin R.; Johnson, Richard R.; Mitchell, JordanCase DARDEN-M-0849-EMarketingThis case (an abridged version of UVA-M-0663) describes the history of the Red Bull brand and how the company stimulated and harnessed word of mouth to build a new product category (functional energy drinks) and brand franchise. The case concludes by asking the reader to consider where Red Bull will take its brand, product line, and marketing next, in light of many competitive challenges in the United States. The case was written to foster discus...Starting at €8.20
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Airbus vs. Boeing: (A), (B), (C), (D), (E), and (F), Teaching Note
Casadesus-Masanell, Ramon; Voigt, Erich Alexander; Mitchell, JordanTeaching Note HBS-710405-EStrategyTeaching Note for [707447], [707448], [707449]. [707450], [707451], and [707452].Starting at €0.00
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Zinio: "Byting" into a Paper World
Mitchell, Jordan; Nueno, José Luis; Villanueva, JulianCase M-1197-EInformation Technologies, MarketingIn mid 2006, executives from Spain's prominent news clipping company, AccesoGroup, are talking about how they can make a recently acquired franchise for Zinio a profitable and viable business in Spain. Zinio is a solution to digitalize print-based media. Its major business in the U.S. is conducted by automatically delivering digital versions of mainstream magazines to subscribers. In looking at the potential of the Zinio software, the team is as...Starting at €8.20
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Zinio: hincándole el "byte" al papel (condensado)
Mitchell, Jordan; Nueno, José Luis; Villanueva, JulianCase M-1222MarketingA finales del verano de 2006, Raúl Suárez, director general de Zinio España, conversaba con Joan Solà, consejero delegado de AccesoGroup, sobre cómo podrían hacer de Zinio un negocio viable y rentable en España. Como consejero delegado de AccesoGroup (una prominente empresa de seguimiento y análisis de medios de comunicación que operaba en España), Solà había firmado un acuerdo de franquicia con Zinio Systems, Inc. de San Francisco, California, a...Starting at €8.20
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Triumph: Marketing British Steel (A)
Mitchell, Jordan; Villanueva, Julian; Iniesta, FranciscoCase M-1217-EMarketingIn early 2007, Tue Mantoni, commercial director for Triumph, opened up the Financial Times, and read: "Triumph, the manufacturer of iconic British motorcycles, has raised sales thanks partly to "Born-again bikers" - older customers trying to recapture the carefree spirit of their youth. Triumph's unit sales had increased by 18.3% growing from 31,600 units in 2005 to 37,400 units in 2006. Over the past five years, the company's sales had grown at...Starting at €8.20