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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...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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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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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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Glovo: Expanding Quick Commerce
Moreno, Antonio; Barnett, JamesCase HBS-621094-EService and Operations ManagementIn March 2021, delivery app CEO Oscar Pierre and his team consider strategies to grow Glovo's quick commerce delivery service and to approach their expansion in Kenya.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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Helio Polymer Enterprises
Nicole R.D. Haggerty; Juma Wagoki; Clarke Eaton; Wesley Hunt; Matthew SmartCase IVEY-9B14D002-EEntrepreneurship, Service and Operations Management, StrategyHelio Polymer Enterprises, located in Nakuru, Kenya, is a company that manufactures synthetic polymer gunny bags used in the transportation and handling of animal feed. The owner wants to expand her business operations so she can serve more clients. She has three options: to add a night shift, buy a new printing machine or start producing laminate gunny bags for other markets. Before she makes the decision, she must understand her current operati...Starting at €8.20
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Bella Springs
Nicole R.D. Haggerty; Francis Ayensu; Jesse Brame; Chris Lau; Gerry LiCase IVEY-9B13D009-EEntrepreneurship, Service and Operations Management, StrategyThe founder of a water purification, packaging and distribution company in Ghana, Africa, faced some operational issues. Demand has increased for the company’s water sachets, but the founder needed to develop strategies to increase the firm’s current operational capacities to meet this demand. He and the operations manager needed to determine how the company can position itself as a successful high-growth company in a developing and sometimes unc...Starting at €8.20