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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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The Musée de La Cassette
Riverola, JosepCase P-1096-EService and Operations ManagementChrisine de La Cassett et Saint-Sulpice, director of the Musée de La Cassette in Paris, was worried by the results of a visitor survey that she had recently commissioned from company specializing in studying customer attitudes. The survey showed a remarkable degree of satisfaction with the visit to the museum, but at the same time, and for the first time, pointed out defects that had not been clearly identified previously. Some visitors, especial...Starting at €8.20
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Inventory-Driven Costs (Spanish version)
Callioni, Gianpaolo; De Montgros, Xavier; Slagmulder, Regine; Van Wassenhove, Luk N.; Wright, LindaArticle HBS-R0503JService and Operations Managementcomponent devaluation costs for components still held in production; price protection costs incurred when product prices drop on goods distributors still have on their shelves; product return costs that have to be absorbed when distributors return and receive refunds on overstock items; and obsolescence costs for products still unsold when new models are introduced. By developing metrics to track those costs in a consistent way throughout the PC...Starting at €8.20
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Purchasing Consortium for the BMS Industry in Singapore
Mei Qi; Siew Hwa OngCase IVEY-9B12D014-EEntrepreneurship, Service and Operations Management, StrategySince November 2011, the director and chief scientist for Acumen Research Laboratories (ARL) had been conferring with Spring Singapore — a government agency devoted to the city-state’s economic growth — on ways to improve the current procurement practices of the biomedical science (BMS) industry in Singapore. As a senior chief scientist and the founder of ARL, she saw and experienced tremendous purchasing inefficiency and quality problems in the ...Starting at €8.20
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Total’s Carbon Capture and Storage Project at LACQ (A): Risk Opportunity in Public Engagement
Devin McDaniels; Frances BowenCase IVEY-9B10M105-ELeadership and People Management, Service and Operations Management, StrategyThis case series outlines the strategic choices facing Jean-Michel Gires, Total E&P France’s (TEPF) vice president of sustainable development, in designing and implementing a community engagement strategy. Case (A) begins with the approval of a pilot carbon capture and storage (CCS) system at TEPF’s Lacq facility in France, and outlines the strategic context for the community engagement process. Case (B) is positioned three years later.The case i...Starting at €8.20
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Shangri-La Hotels
Campbell, Dennis; Kazan, BrentCase HBS-108006-EService and Operations ManagementIn November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major iStarting at €8.20
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United Overseas Bank: Branch Crowd Analytics
Joel Goh, Rachel Seah, Karl Ann TooCase IVEY-W28415-EFinance, Service and Operations ManagementThis case focuses on the use of modern data analytics to alleviate crowding at the branches of United Overseas Bank, a full-service bank headquartered in Singapore. The case is set in 2020 against the backdrop of the COVID-19 global pandemic when vaccines were not yet available and social distancing was a key tool in the fight against the spread of the disease. How should the bank develop and deploy predictive analytics to accurately anticipate f...Starting at €8.20
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BlaBlaCar: The Road Ahead...
Lakhani, Karim R.; Sundararajan, Arun; Billaud, Emilie; Caltagirone, CarolineCase HBS-617050-EService and Operations ManagementIn 2017, the co-founders of BlaBlaCar-the world's largest long-distance carpooling company-reflected on the evolution of their venture and the way forward. BlaBlaCar had reached critical mass and size; yet staying still was not going to be enough to be relevant and competitive in the hyper competitive sharing economy sector. The co-founders felt that the time was now to capitalize on the trust that the platform had built with its members and expl...Starting at €8.20