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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
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Living Lean: Section 2 "Capability" - Teaching Note
Weiss, Elliott N.Teaching Note DARDEN-OM-1449TN-EService and Operations ManagementTeaching note for product OM-1449Starting at €0.00
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The IndiGo Story: "On Time, Hassle Free"
Weiss, Elliott N.; Yemen, GerryCase DARDEN-OM-1505-EService and Operations ManagementThe airline passenger industry in India was a mess in 2013, but the low-cost carrier IndiGo was making money. This relatively new company had managed to work against the odds and grab market share from longer-established flyers. Still, the weak rupee, depreciated by 15%, was sending a chill wind through the aviation sector, and growth plans would have to include opening new destinations. This meant hiring more employees, opening more ticketing st...Starting at €8.20
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Bonnie Strong at Inditex
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1558-EService and Operations ManagementInditex, Zara's parent company, is known for its success in “fast fashion,” the ability to respond quickly to changes in the retail apparel industry. This case examines the reasons for its success by tying its strategy to its design, production, distribution, and retailing practices from both a process and people perspective. The links between this strategy and performance measures such as ROE and ROA can be discussed. Inditex’s strategy can be d...Starting at €8.20
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Anna Pessah: Lean Thinking at Summit Funding (A)
Weiss, Elliott N.; Goldberg, RebeccaCase DARDEN-OM-1569-EService and Operations ManagementThis case was a runner-up in the Decision Sciences Institute (DSI) 2017 case competition. Anna Pessah, process engineer at Summit Funding (Summit), a mortgage-loan-processing company, is reflecting back on her year at the company. Pessah had been hired to improve operations at the firm—to make the core operations cheaper, faster, and of a higher quality. She had addressed two key operations: loan closings and verifications of employment (VOE). He...Starting at €8.20