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Ebola: Managing to Save Lives
IESE InsightArticle ART-2676-EService and Operations ManagementA year after the outbreak of Ebola in West Africa in March 2014, health-care experts are cautiously optimistic that the epidemic appears to be slowing. Although the outlook is brighter than a year ago when the first case was detected in Guinea, there is still a long way to go and many lessons to be learned in managing a crisis of this scale, related to institutional shortfalls, international coordination, engagement with local stakeholders and, m...Starting at €8.20
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Fixing the Payment System at Alvalade XXI
O'Callaghan, RamónCase SI-153-EService and Operations ManagementThis case outlines the situation at the Alvalade XXI football stadium in Lisbon, with the planned introduction of an electronic payment system in the restaurant concessions. The system is based on networked technology to avoid using cash payments in all the stadiums's instalation.Starting at €8.20
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El nuevo sistema de pago en el estadio Alvalade XXI
O'Callaghan, RamónCase SI-153Service and Operations ManagementEste caso presenta la situación en el estadio de fútbol Alvalade XXI de Lisboa, en el que se planifica un sistema electrónico de pago en las concesiones de restauración, basado en tecnologías de redes para evitar el manejo de dinero en todas las instalaciones del estadio.Starting at €8.20
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Singapore Airlines (A) (Spanish Version)
Hart, Christopher W.L.; Lytle, Lucy N.Case HBS-604S05Service and Operations ManagementLa nueva competencia ha dado lugar a dudas acerca de la excelente reputación de Singapore Airlines para servicios en vuelo. La clave para mantener o mejorar el servicio es la actitud y aptitud de los tripulantes de cabina. La compañía ahora descubre que puede haber problemas en este grupo. Esta es una versión reescrita de los casos anteriores por D. D. Wyckoff.Starting at €8.20
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Eagle Services Asia
Edward D. ArnheiterCase IVEY-9B07D019-EService and Operations Management, StrategyThis case chronicles the creation and transformation of a Singaporean joint venture, Eagle Services Asia (ESA). It describes some early start-up problems, including a forced shutdown by the Civilian Aviation Authority of Singapore (CAAS). The resulting shakeup of the ESA management team provides a fresh start and an opportunity to reinvigorate the company using lean management principles. Managerial decisions play a key role in ESA's success, tog...Starting at €8.20
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EU Holidays
Yew Hoong Wong; Singfat ChuCase IVEY-9B13E003-ECorporate Governance, Entrepreneurship, Service and Operations Management, StrategyThe profit margin for the travel agency industry in Singapore, which mostly offered travel packages to Asia and Europe, was very thin. An up-and-coming travel agency faced the dilemma of offering maximum customer satisfaction while keeping its operating cost (e.g., fees for its tour guides) low. Rather than simply assigning travel guides to tours by trial and error, a director of the travel agency decided to use an optimization template. This cas...Starting at €8.20
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Fastjet: Strategy and Expansion
Nicole R.D. Haggerty; James Spillane; Jocelyn Carabott; Cheryl Mok; Nicole WiebeCase IVEY-9B18D018-EEntrepreneurship, Service and Operations Management, StrategyIn 2012, Fastjet acquired Fly540, a low-cost airline with operations in Tanzania, Kenya, Angola, and Ghana, and began operating as a low-cost carrier with the goal to become the most successful pan-African low-cost airline. Since starting operations, FastStarting at €8.20
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SCMS: Battling HIV/AIDS in Africa
Raman, Ananth; Watson, Noel; Kraiselburd, Santiago; Akili, EmmanuelCase HBS-613023-EService and Operations ManagementIn 2005, USAID and the U.S. President s Emergency Plan for AIDS Relief (PEPFAR), created the Supply Chain Management System (SCMS) to procure and distribute essential medicines and supplies; provide technical assistance to transform existing supply chains; and collaborated with in-country and global partners to coordinate efforts. The new US Global Health Initiative (GHI) initialized in 2010 sought to build on these efforts through strengthened ...Starting at €8.20
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Symington Family Estates
Martínez de Albéniz, Victor; Amorim, PedroCase P-1195-EService and Operations ManagementIt was the end of October 2018. Charles Symington was drinking a glass of Graham's 20 Year Old Port together with Rob Symington who had just joined the company after a successful entrepreneurial initiative. Rob would help steer the future of the family-owned business. Both were discussing what decisions to make in the upcoming months, regarding the vintage that had just ended. The quality of the wines to be produced with 2018's vintage was outsta...Starting at €8.20
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A-Media Limited: Scheduling and Risk Management
Ade Arowolo; Kenneth J. KlassenCase IVEY-W33312-EService and Operations ManagementOn Thursday, July 13, 2017, the project manager and the chief executive officer for A-Media Limited were making a significant decision about their company. They could quickly increase their billboard hoardings by 20 per cent by pre-emptively erecting giant mega boards in five locations of interest to a major client. This was a significant opportunity, but it presented several significant risks. One major risk was the client’s need to have the meg...Starting at €8.20