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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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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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Programa de Administración Compartida y los Comités Locales de Administración de la Salud (CLAS)
Altobelli, L.; Pancorvo J.; Rosenmöller, MagdaCase P-1010Service and Operations ManagementDurante los últimos años se ha estado desarrollando e implantando a nivel nacional los CLAS: organizaciones comunitarias sin fines de lucro constituidas para participar y cogestionar establecimientos sanitarios para el cuidado primario del Ministerio de Salud. El caso describe aspectos de la reforma de salud peruana relacionados principalmente con este esquema de gestión compartida que cubre hoy casi el 20% de la planta sanitaria pública. Se trat...Starting at €8.20
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Human-Centered Service Design (Spanish version)
Buell, Ryan W.; Otazo, AndrewCase HBS-617S03Service and Operations ManagementTeach this case online with new suggestions added to the Teaching Note. This case study includes mandatory video elements, which are integrated into the pre-class assignment for students and the classroom teaching plan for instructors. Information on how to access and use these multimedia components is included in the Teaching Note. The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and pr...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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IDEO: Human-Centered Service Design, Teaching Note
Buell, Ryan W.Teaching Note HBS-616038-EService and Operations ManagementThe case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape, a team of IDEO designers have been hired by Cineplanet, the leading movie cinema chain in Peru, to reinvent the movie-going experience for Peruvians. Cineplanet wishes to better al...Starting at €0.00
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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