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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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Donatus Pharmacy: Personnel Scheduling with Employee Preferences
Christoph Haehling von Lanzenauer; Olaf PohlCase IVEY-9B18D022-EService and Operations Management, StrategyIn March 2017, a pharmacy in Berlin encountered a personnel scheduling problem. The pharmacy’s key activity was serving customers in-store with ready-made medication. These services had to be offered during regular opening hours, on occasional Sundays, anStarting at €8.20
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Dell: Roadmap of a Digital Supply Chain Transformation
Maria Jesus Saenz; Inma Borrella; Elena RevillaCase IVEY-W24797-EService and Operations ManagementDell Technologies Inc. was founded in 1984 in Austin, Texas, and became a global company that designed, developed, and manufactured personal computers and a variety of computer-related products. In 2016, it merged with EMC Corporation to create the largesStarting at €8.20
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Kiessling-Spedition: Distribution Planning for In-Night Express
Christian BrabänderCase IVEY-9B18D013-EService and Operations ManagementKiessling Spedition (Kiessling) was an international operating forwarder in Regenstauf (Eastern Bavaria), Germany, and a member of a large in-night express network. In April 2017, the company faced the problem of losing one of its major consigners. The consigner was a large wholesaler of automotive parts for the utility sector and had been feeding high volumes into Kiessling’s in-night system. This cancellation caused the volume and use of most o...Starting at €8.20