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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
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InterfaceRAISE: Sustainability Consulting, Teaching Note
Toffel, Michael W.; Eccles, Robert G.Teaching Note HBS-612049-EService and Operations ManagementTeaching Note for 611-069.Starting at €0.00
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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
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InterfaceRAISE: Sustainability Consulting
Toffel, Michael W.; Eccles, Robert G.; Taylor, CaseyCase HBS-611069-EService and Operations ManagementInterfaceRAISE is a sustainability management consulting firm created to leverage the capabilities of its parent company Interface Inc., a carpet manufacturer recognized as a global leader in corporate environmental sustainability. This case illustrates the challenges of turning an internal capability into a client facing revenue stream. This is made especially difficult by the fact that the parent company is a manufacturing firm and InterfaceR...Starting at €8.20
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Samsung Electronics: TV in an Era of Convergence
Lakhani, Karim R.; Iansiti, Marco; Herman, KerryCase HBS-614034-EService and Operations ManagementFrom the late 1990s to 2006/2007, Samsung Electronics moved from one of 170 TV manufacturers to gain dominant TV market share year over year from 2007-2013. As digital technologies increasingly converged in 2013-2014, the industry faced new questions: What was the future of TV? The case considers Samsung Electronics TV Group's product development processes, as the company's mobile and TV offerings increasingly converged and consumer demands and b...Starting at €8.20
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Ritz-Carlton: Utilización de los sistemas de información para ofrecer un mejor servicio al cliente
Sasser, W. Earl, Jr.; Jones, Thomas O.; Klein, NormanCase HBS-302S29Service and Operations ManagementExplora la interfaz de un sistema de información que realiza un seguimiento de los clientes y sus preferencias, y los sistemas de las personas que ofrecen múltiples servicios en los hoteles Ritz-Carlton. credo servicio único de la cadena de hoteles de lujo y el compromiso con los principios de calidad se discuten, así como la atención a la contratación y formación. En el corazón de la caja es el compromiso Ritz-Carlton a servir al cliente....Starting at €8.20
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Walmart Health: Scaling During a Pandemic
Huckman, Robert S.; Min, Yoonjin; Thiel, MarissaCase HBS-621061-EService and Operations ManagementAmidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond. Walmart Health aimed to differentiate its offerings from those of competing retail clinics, most notably by offering a wider range of services including visits with primary care physicia...Starting at €8.20
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Student Success at Georgia State University (A)
Toffel, Michael W.; Mendelson, Robin; Kelley, JuliaCase HBS-621006-EService and Operations ManagementGeorgia State University had developed a reputation for driving student success by nearly doubling its graduation rate for students of all racial, ethnic, and socioeconomic backgrounds. It did so while growing its student body and the proportion of Black/Starting at €8.20
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Student Success at Georgia State University (B)
Toffel, Michael W.; Mendelson, Robin; Kelley, JuliaCase HBS-621039-EService and Operations ManagementThis is a supplement to the Student Success at Georgia State University (A) case. The (B) case includes the results of a randomized control trial that Georgia State conducted to test education technology start-up AdmitHub's chatbot solution as a strategyStarting at €5.74