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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Caso HBS-619018-EServicios y operacionesIn 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...Desde 8,20 €
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Improving Access at VA, Teaching Note
Buell, Ryan W.; Huckman, Robert S.Nota del Instructor HBS-618052-ETecnologías de la informaciónTeaching note for case 617012.Desde 0,00 €
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Commonwealth Bank of Australia: Unbanklike Experimentation, Teaching Note
Buell, Ryan W.; John, Leslie K.Nota del Instructor HBS-620041-EServicios y operacionesTeaching note for case 619018.Desde 0,00 €
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Trouble at Tessei, Teaching Note
Bernstein, Ethan S.; Buell, Ryan W.Nota del Instructor HBS-616031-EServicios y operacionesIn 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen (""bullet"") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the demands on Tessei continued to grow. Given previous leaders' failed attempts to fix Tessei's problems with increased managerial monitoring and controls, Yabe seeks a creative approach...Desde 0,00 €
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IDEO: Human-Centered Service Design, Teaching Note
Buell, Ryan W.Nota del Instructor HBS-616038-EServicios y operacionesThe case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape, a team of IDEO designers have been hired by Cineplanet, the leading movie cinema chain in Peru, to reinvent the movie-going experience for Peruvians. Cineplanet wishes to better al...Desde 0,00 €
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Compass Group: The Ascension Health Decision
Buell, Ryan W.Caso HBS-615026-EServicios y operacionesIn 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of Ascension's hospitals. Compass employs a "sectorized" approach to deliver service through a portfolio of focused brands, each of which targets focused groups of customers with specifi...Desde 8,20 €
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United Airlines: More Out-and-Back Flying
Buell, Ryan W.; Shih, Willy; Toffel, Michael W.Caso HBS-617010-EServicios y operacionesThe case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on time performance. As one of the world's largest airlines, United had a very large fleet and hub-and-spoke network that provided passengers with a wide range of destination choices, but as with any complex system unless everything ran perfectly all the time, it inevitably faced cas...Desde 8,20 €
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Compass Group: The Ascension Health Decision, Teaching Note
Buell, Ryan W.Nota del Instructor HBS-616046-EServicios y operacionesTeaching note for case 615026. In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of Ascension's hospitals. Compass employs a "sectorized" approach to deliver service through a portfolio of focused brands, each of which targets focused ...Desde 0,00 €
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Oberoi Hotels: Train Whistle in the Tiger Reserve, Teaching Note
Buell, Ryan W.; Raman, AnanthNota del Instructor HBS-616044-EServicios y operacionesTeaching note for case 615043. Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's complex service op...Desde 0,00 €
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Improving Access at VA (Update)
Buell, Ryan W.Caso HBS-621070-EServicios y operacionesIn November 2020, Chief Veterans Experience Officer, Lynda Davis, and Deputy Chief Veterans Experience Officer, Barbara C. Morton reflect on a busy four years leading the Veterans Experience Office at the U.S. Department of Veterans Affairs. The case provides an update on the transformation efforts at VA that were documented in the "Improving Access at VA" case.Desde 8,20 €