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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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American University of Beirut Medical Center: Patient Transport
Lina Daouk-Oyry; Dania Baba; Line Reda; Neil Yorke-SmithCase IVEY-9B15D012-EService and Operations Management, StrategyThe patient affairs coordinator is concerned about the rising number of complaints regarding the level of services offered by the transportation teams in the American University of Beirut Medical Center (AUBMC). The center's management team is determined to create an exemplary patient transportation service at AUBMC and consequently launches an investigation supported by a full-scale study to determine better ways of re-engineering these processe...Starting at €8.20
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Otoyol Motor Company
Jim KayalarCase IVEY-9B09M053-EMarketing, Service and Operations Management, StrategyOtoyol Motor Company, a large commercial vehicle manufacturer, is on the verge of being liquidated by its shareholders. Despite all efforts to maintain its competitive position, the company has been caught in a downward spiral. Erosion of its first mover advantages, shifts in industry core competencies and changes in consumer preferences have depreciated the company's value proposition and deteriorated its market share. Utilizing empirical data, ...Starting at €8.20
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Alara Agri: Fresh Cherry Production
Chris J. Piper; Jordan MitchellCase IVEY-9B09D004-EEntrepreneurship, Service and Operations Management, StrategyAlara Agri, based in Bursa, Turkey, is one of the world's foremost cherry and fig producers. The president and chief executive officer (CEO) was concerned about a recurring capacity problem at the end of the process where cherries were packed. On some of the plant's conveyor belts, piles of cherries of one size waited to be packed while other belts had too few cherries to keep workers busy, and thus delayed order fulfillment. Diverting excess che...Starting at €8.20
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Managing the Migrant Crisis
IESE InsightArticle ART-2852-EService and Operations ManagementAs the director of Proactiva Serveis Aquàtics, which provides sea rescue services along Spain's Mediterranean coast, Oscar Camps was appalled to see the wrenching images of migrants drowning. He resolved to do whatever he could to stop this human tragedy taking place on Europe's doorstep. His initiative provides some keys for others looking to beat the odds and help steer their project to a safe harbor.Starting at €8.20
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Dou Group: Evaluación de Socios para el Garanti Bank
Khanna, Tarun; Palepu, Krishna G.; Bullock, Richard J.Case HBS-714S02Knowledge and CommunicationEn agosto de 2005, la dirección del Grupo Dogus de Turquía considera oportunidades para su empresa insignia, Garanti Bank, asociarse con una institución financiera extranjera. El caso describe el sector bancario turco y la posición de Garanti Bank dentro de ella, y le pide a los estudiantes a considerar si la asociación tiene sentido para Garanti y, si es así, qué licitador se debe seleccionar.Starting at €8.20
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InterfaceRAISE: Sustainability Consulting, Teaching Note
Toffel, Michael W.; Eccles, Robert G.Teaching Note HBS-612049-EService and Operations ManagementTeaching Note for 611-069.Starting at €0.00
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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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Banco Garanti: Transformación en Turquía (Abreviado)
Kanter, Rosabeth Moss; Galvin, Daniel; Martin, MaximilianCase HBS-309S33Knowledge and CommunicationSe analiza la transformación completa y la rotación en cada división de Garanti Bank. Describe los proyectos de cambio múltiples administrados y los problemas interculturales enfrentaron durante la década de 1990 y el reto de transformar la organización Garanti Bank en una de las instituciones financieras más importantes de Turquía.Starting at €8.20
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Is a Promotion Worth Hiding Who You Are? (HBR Case Study and Commentary)
Ramanna, KarthikArticle HBS-R1510J-EKnowledge and CommunicationThis HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1510X, and commentary-only, R1510Z.Starting at €8.20