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Mumbai's Models of Service Excellence
Thomke, StefanArticle HBS-R1211K-EService and Operations ManagementThink you need exceptional employees, advanced IT, or rigid controls to build a high-performance organization? The dabbawalas of Mumbai prove otherwise. Six days a week, these 5,000 self-managed, semiliterate workers deliver upwards of 130,000 lunches from customers' homes to their offices with astonishing precision--negotiating the crowded city by train, bicycle, and handcart, without the aid of any technology or even cell phones. The 100-year-o...Starting at €8.20
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Unilever: Combatting Global Food Waste
Drake, David; Hammond, Janice H.; Preble, MatthewCase HBS-615040-EService and Operations ManagementThe global consumer goods company Unilever was on pace to hit a number of aggressive targets by 2020 as part of the Unilever Sustainable Living Project, including a goal to halve the waste associated with the disposal of its products. Unilever's Chief Supply Chain Officer Pier Luigi Sigismondi and his team were working towards this goal and had chosen to first focus on three key areas-sugar, tomatoes, and tea-and had analyzed where in the 'farm t...Starting at €8.20
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Ekal Vidyalaya: Education for Rural India
Drake, David; Bhattacharya, Namrata; Godbole, Pooja; Saigal, AmritaCase HBS-617021-EService and Operations ManagementBy examining Ekal Vidyalaya (Ekal), a non-profit network of schools in India, this case focuses on the classic challenge faced by organizations that grow through replication (e.g., McDonald's, Whole Foods, Wal-Mart): how can they continue to drive growth when their well of attractive locations begins to dry? In 1986, a group of social entrepreneurs reimagined education in India, developing a low-cost, "one-teacher school" model to provide educati...Starting at €8.20
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company
Shylu John; Bhavin J. ShahCase IVEY-W25821-EInformation Technologies, Service and Operations ManagementIn August 2017, Concentrix Corporation (CNX) partnered with Photon Life Insurance Company (PLI), a leading insurance provider in India, to support PLI's customer management service. On February 1, 2018, Mohit Khanna, global operations manager at CNX, undertook a promising task to improve PLI’S customer persistency at minimal operational cost. If all policyholders with an approaching due date were to be called, then the number of service agents re...Starting at €8.20
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GD Labs: Scaling Swab Testing During COVID-19
Bhavin J. Shah; Arvind ShroffCase IVEY-W28361-EDecision Analysis, Service and Operations ManagementIn early 2020, the rapid spread of COVID-19 across the world led the most highly affected countries, such as the United States and India, to focus on rapid testing and contact tracing to break the chain of transmission. By August 25, 2020, India had tested nearly 37 million cumulative COVID-19 samples as part of the government’s “Test, Track, Treat” initiative. The efficient allocation of collected swabs with saliva samples to appropriate testing...Starting at €8.20
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RideAlly Travels Pvt Ltd: Seeking Growth
Priyanka Laskar; Ashutosh SarkarCase IVEY-W32347-EService and Operations Management, StrategyRideAlly, a ride-hailing platform headquartered in Bangalore, India, catered to the business-to-consumer and business-to-business segments. It operated in Bangalore and Hyderabad. Hariprakash Agrawal, the chief executive officer and founder, needed to devise a plan to sustain the business in India’s highly competitive ride-hailing market. It was time to think about scaling up the business, which needed significant investment and the right strateg...Starting at €8.20
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Sahyadri Farms: Growing in the Agritech Field
Preeti Jain; Jyotsna Bhatnagar; Narain GuptaCase IVEY-W28518-EService and Operations Management, StrategyThe farmer producer company (FPC) Sahyadri Farmer Producer Company Ltd. (Sahyadri Farms) commenced with a mission of safeguarding fair compensation to the small landholding farmers of India in exchange for their produce and hard labour. Sahyadri Farms was a market leader in grape exports, especially to Europe, but when export freight charges shot up dramatically due to the unprecedented COVID-19 pandemic in 2020, the company was forced to enter i...Starting at €8.20
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Air India: The Image Damage of “Pee-Gate”
Shraddha Puri; Shweta Pandey; Siddhant Puri; Sandeep PuriCase IVEY-W33710-EDecision Analysis, MarketingThis case describes unruly passenger behaviour on National Aviation Company of India Ltd.’s New York-Delhi flight. It elaborates on the airline crew’s failure to effectively address an elderly woman’s predicament and assuage her concerns after an inebriated passenger urinated on her. As a result, Air India was exposed to social media ridicule, public scorn, loss of customer loyalty and trust, and a severe dent in its brand image. With the plummet...Starting at €8.20
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Vishwa Foundation: Propagating the Ancient Wisdom of Holistic Well-Being
Vinit Dani; Ramesh AvadhanamCase IVEY-W33355-EDecision Analysis, MarketingThe international Vishwa Foundation (Vishwa), based in India, was started four decades ago to promote holistic healing and wellness based on the tenets of swaasthya and ancient Ayurvedic texts. Vishwa had revived the Vedic tradition of Agnihotra, or fire-offering, a daily ritual performed at the auspicious hours of dawn and dusk. The organization offered spiritual products that used Agnihotra ash as a key ingredient, offering a unique and traditi...Starting at €8.20
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Logic Fruit Technologies: Growth and Business Strategy
Devinder Kumar; Rajesh Singh; Jaydeep MukherjeeCase IVEY-W33539-EService and Operations Management, StrategyAt the end of December 2022, the chief executive officer of Logic Fruit Technologies (LFT), a product engineering research and development company, was trying to decide which of three partnerships to pursue to double the company’s profit margin percentage by 2025. LFT was headquartered in Gurgaon, India, and provided end-to-end solutions in electronic design outsourcing. LFT’s board of directors wanted to make a decision at its meeting on January...Starting at €8.20