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
-
Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
-
Royal FloraHolland: The Dutch Floriculture Supply Chain
P. Fraser Johnson; Ken MarkCase IVEY-9B16D015-EService and Operations Management, StrategyIn January 2016, the program director of Royal FloraHolland and a supply chain consultant met to develop a supply chain strategy that would allow Royal FloraHolland to adapt to the changing competitive environment that jeopardized its business model. Royal FloraHolland was the largest floriculture auction organization in the world, selling more than 30 million flowers and plants daily. Located in the Netherlands, Royal FloraHolland was a co-opera...Starting at €8.20
-
Metro Bank: The British Banking Revolution Begins
Lago, Alejandro; Moscoso, PhilipCase P-1112-EFinance, Service and Operations Management, StrategyVernon W. Hill has created quite a unique bank fully focused on delivering great customer service. Previously, in the United States, his approach has been highly successful. The question is: will he be able to replicate the success in the U.K. and lead to a banking revolution? But to answer this question, one first has to fully understand what the business model is all about.Starting at €8.20
-
Prosalud y el Seguro Nacional de Maternidad y Niñez (SNMN) (A)
Mintz P.; Savedoff W.; Pancorvo J.; Magdalene M.Case P-998Service and Operations ManagementBolivia y su realidad exige retos que en salud son múltiples. Dentro del contexto de reformas se encuentran necesidades de la población, políticas y lineamientos gubernamentales, la acción de los municipios y los esfuerzos privados. Particularmente, se presenta el aporte de una ONG: Prosalud y su desarrollo dentro del ámbito de salud boliviano. Circunstancialmente, el Secretario de Salud viene diseñando y sopesando un Programa para reducir las al...Starting at €8.20
-
&Samhoud Service Management (Spanish Version)
DeLong, Thomas J.; Nanda, Ashish; Mullick, MonicaCase HBS-804S12Service and Operations ManagementY Samhoud, una pequeña empresa de consultoría de gestión de servicios en los Países Bajos, se enfrenta con el dilema de despedir a su mayor cliente, mientras que la introducción de la teoría de la cadena de beneficios servicio de Heskett.Starting at €8.20
-
-
GlaxoSmithKline: Reorganizing Drug Discovery (A) and (B), Teaching Note
Huckman, Robert S.Teaching Note HBS-610044-EService and Operations ManagementTeaching Note for [605074] and [605075].Starting at €0.00
-
Pret A Manger
Frei, Frances X.; Goldberg, RIck; van Sice, StephanieCase HBS-612033-EService and Operations ManagementPret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to contain kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as c...Starting at €8.20
-
Daewoo Shipbuilding and Marine Engineering
Upton, David M.; Kim, BowonCase HBS-609018-EService and Operations ManagementExplores the journey of aggressive learning and capability building in the operations of a major Korean Shipbuilder. While DSHM had once used its superior learning capability to topple its Japanese competition, it now faced the potential for a similar attack from new Chinese competitors. Without outsourcing some of its work to China, DSHM would become uncompetitive. However, in outsourcing the work, some skills would necessarily have to be transf...Starting at €8.20
-
Dare Devils, S.A.
Nueno, Pedro; Ralph, MichaelCase P-558-EService and Operations ManagementStarting at €8.20