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Saladstop!: Refreshing the Service Delivery - Teaching Note
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanTeaching Note IVEY-8B21D010-EService and Operations ManagementTeaching note for product 9B21D010.Starting at €0.00
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Furniture Bank
P. Fraser Johnson; John S. Haywood-Farmer; Jean A. SalamatCase IVEY-9B10D006-EService and Operations ManagementFurniture Bank was an organization that collected and distributed donated, gently used furniture to those in need. After several years of tight financial circumstances, the interim executive director was relieved that the past year had provided relief via generation of record amounts of excess cash. He was preparing a report to be presented to the board of directors concerning his thoughts on what direction he thought the Furniture Bank should ta...Starting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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Nokia India: Battery Recall Logistics
Charles Dhanaraj; Narendar Sumukadas; P. Fraser Johnson; Monali MalvankarCase IVEY-9B11D003-EEntrepreneurship, Service and Operations Management, StrategyThis case presents the challenge faced by Nokia India in 2007. Nokia had built a strong brand reputation over a ten-year period and was a market leader in Indian mobile devices. India, incidentally, was also Nokia’s second-largest market, next only to China. Suddenly, what corporate headquarters considered a routine product advisory for a defective battery resulted in panic in customers after the Indian media widely publicized the potential dange...Starting at €8.20