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Ricoh Company, Ltd.
Eccles, Robert G.; Edmondson, Amy C.; Iansiti, Marco; Kanno, AkikoCase HBS-610053-EService and Operations ManagementRicoh, the Japanese copier manufacturer, is committed to reducing its environmental impact to one-eighth of its 2000 levels by 2050. It has already introduced three stages of environmental awareness to its operations, and its recycled copier business broke even in 2006. The company developed environmental accounting methods and produces annual environmental and sustainability reports, but Ricoh is concerned that investors may not take these effor...Starting at €8.20
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Daewoo Shipbuilding and Marine Engineering
Upton, David M.; Kim, BowonCase HBS-609018-EService and Operations ManagementExplores the journey of aggressive learning and capability building in the operations of a major Korean Shipbuilder. While DSHM had once used its superior learning capability to topple its Japanese competition, it now faced the potential for a similar attack from new Chinese competitors. Without outsourcing some of its work to China, DSHM would become uncompetitive. However, in outsourcing the work, some skills would necessarily have to be transf...Starting at €8.20
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Un viaje transformador en tiempos inciertos (A)
Elvira, Marta; Villamor, MartaCase DPO-733Leadership and People Management, Service and Operations ManagementEl caso introduce a Cristina Ventura, chief catalyst officer del minorista asiático de artículos de lujo Lane Crawford Joyce Group (LCJG). Ventura se encontraba en Nueva York cuando el presidente de los Estados Unidos, Donald Trump, anunció la decisión del Gobierno de cerrar el tráfico aéreo internacional debido a que la COVID-19 se estaba propagando por el mundo. Si bien estaba asentada en Hong Kong, Ventura había pasado los últimos tres meses e...Starting at €8.20
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Ka Shui: Digital Transformation
Chi Hung Ng; Yuen Wing Catherine Wong; Chun Ho Wu; Hoi Yan Lam; Chun Man Kwok; Yee Lok Yvonne LiCase IVEY-W25885-EService and Operations Management, StrategyIn June 2021, the head of the information technology department at Ka Shui Group, a Hong Kong–based original equipment and original brand manufacturing company, was asked by the group’s chief executive officer to evaluate whether Ka Shui Group should discontinue the Industry 4.0 program it had been using as road map for digital transformation. Ka Shui Group had launched the program in 2016 with the goal of creating a cyber-physical, connected wor...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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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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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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Canadian Orthodontics Practice: Bracing for Patients - Teaching Note
Janice Eliasson; Brent Snider; Peggy HedgesTeaching Note IVEY-W26091-EService and Operations Management, StrategyTeaching note for product W26090.Starting at €0.00
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Evolko Systems: COVID-19 Pandemic and Business Model Pivot - Teaching Note
Vania Sakelaris; Bhagwati Prasad; Michele McGowan; Aishwarya Athanikar; Sheetal Sippy; Bhairavi TamhankarTeaching Note IVEY-W25232-EMarketing, Service and Operations ManagementTeaching note for product W25231.Starting at €0.00
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Medstar Polymers: Considering Production-Function-Based Input Optimization
Monika Sharma; Zillur RahmanCase IVEY-W25582-EEconomics, Service and Operations ManagementOn March 23, 2021, Vineet Sharma, the sole owner of MedStar Polymers, India, a medical-grade latex glove manufacturing company, was considering the dilemma of how to scale up production to fulfill an unprecedented order during COVID-19. With demand for protective equipment outstripping global supply during the pandemic, an exceptional business growth and expansion opportunity for glove manufacturers had emerged. Several manufacturers had expanded...Starting at €8.20