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
-
Maria's Ristorante
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1536-EService and Operations ManagementIn an effort to save his business, Paul Marciano, the owner of Italian family restaurant Maria’s Ristorante, runs a number of experiments focused on improving the customer experience around his target customer segment. These experiments lead to a better understanding about his business and cause him to make specific changes to his business model that ultimately improve things across the board. The experiments are based on research from the academ...Starting at €8.20
-
Behavioral Economics and the Service Organization
Weiss, Elliott N.; Maiden, Stephen E.Technical Note DARDEN-OM-1548-EService and Operations ManagementThis note summarizes some important learnings from the study of behavioral economics of which service organizations should be aware in order to enhance customers' emotional experiences and help direct their decision making—in an ethical manner.Starting at €8.20
-
The Curious Case of the Disputed Rabbits
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1618-EService and Operations ManagementService systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability—through people or through processes. We use the concept of robustness to describe these two approaches. This case uses an inventory mishap at a pet store to explore the need for ...Starting at €8.20
-
Evaluating Financial and Operational Performance in the Airline Industry
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1535-EService and Operations ManagementFrom its earliest beginnings in the years following World War II, the commercial airline industry has grown into an essential component supporting economic growth, trade, investment, and tourism throughout the world. This case includes short profiles for four airlines—United, Southwest, Spirit, and Japan Airlines—including descriptions of each company’s operations strategy, history, and financial situation. A series of exhibits provides income st...Starting at €8.20
-
OYO Hotels USA: Coming to America
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1641-EService and Operations ManagementThis case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online. The case raises a series of questions around OYO's business model, its ability to ...Starting at €8.20
-
Coral Divers Resort
Paul W. Beamish; Kent E. Neupert; Andreas SchotterCase IVEY-9B08M041-EEntrepreneurship, StrategyThe owner of a small scuba diving operation in the Bahamas is reassessing his strategic direction in the light of declining revenues. Among the changes being considered are shark diving, family diving, exit, and shifting operations to another Caribbean location. These options are not easily combined, nor are they subtle. The case is intended to provide a work-out on the relationship between strategy, organization and performance, and how changes ...Starting at €8.20
-
ING Insurance Asia/Pacific
Rod E. White; Paul W. Beamish; Andreas SchotterCase IVEY-9B06M083-EStrategyThe new chief executive officer (CEO) of ING Insurance Asia/Pacific wants to improve the regional operation of the company. ING Group was a global financial services company of Dutch origin with more than 150 years of experience. As part of ING International, ING Insurance Asia/Pacific was responsible for life insurance and asset/wealth management activities throughout the region. The company was doing well, but the new CEO believed that there we...Starting at €8.20
-
Research in Motion: Managing Explosive Growth
Rod E. White; Paul W. Beamish; Daina MazutisCase IVEY-9B08M046-EStrategyResearch in Motion (RIM) is a high technology firm that is experiencing explosive sales growth. David Yach, chief technology officer for software at RIM, has received notice of an impending meeting with the co-chief executive officer regarding his research and development (R&D) expenditures. Although RIM, makers of the very popular BlackBerry, spent almost $360 million in R&D in 2007, this number was low compared to its largest competitors, both ...Starting at €8.20
-
Tirumala Tirupati: Wait a Moment
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1533-EService and Operations ManagementThis case examines the queueing issues caused by the growth in popularity of one of the most visited Hindu temples in the world. On January 2, 2015, Ramesh and Vasantha Gupta visit Tirumala Venkateswara Temple, just a day after some 210,000 people crowded the 2,000-year-old site. The case describes the many enhancements that the temple administrator, Tirumala Tirupati Devasthanams (TTD), has implemented since its management of the temple complex ...Starting at €8.20
-
Shanghai Disneyland: Authentically Disney and Distinctly Chinese
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1568-EService and Operations ManagementExcellent service operations understand the unique challenges of managing services and experiences. The Walt Disney Company’s value proposition, or purpose, is to create a magical experience for customers. To deliver on that, service and employee systems must be designed in a manner that work together. After years of planning, construction, employee training, and marketing outreach to its largely Chinese guests, Shanghai Disneyland (SDL) finally ...Starting at €8.20