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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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Statistical Quality Control for Process Improvement (Spanish version)
Bohn, Roger E.Case HBS-616S10Service and Operations ManagementDescribes systematic methods for process debugging and improvement, based on statistical quality control. Examples are from manufacturing settings, but techniques are also useful for services and sales, and to quantity improvement as well as quality improvement.Starting at €8.20
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Commonwealth Bank of Australia: Unbanklike Experimentation, Teaching Note
Buell, Ryan W.; John, Leslie K.Teaching Note HBS-620041-EService and Operations ManagementTeaching note for case 619018.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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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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Ecocitex: ¿tenemos negocio?
Armelini, Guillermo; Yankovic, NataliaCase ESE-DC-C-ES-22-410Service and Operations ManagementEcocitex – economía circular textil – nacía en Santiago de Chile en enero de 2020 como una alternativa para disminuir el desecho textil del país. La buena acogida de los círculos especializados en innovación sustentable les había dado creciente visibilidad. Sin embargo, aún no conseguían que las empresas que necesitaban descartar responsablemente residuos textiles estuvieran dispuestas a pagar el costo de su transformación.Starting at €8.20
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Ecocitex: ¿tenemos negocio? - Nota de instructor
Armelini, Guillermo; Yankovic, NataliaTeaching Note ESE-DC-C-ES-22-410-TNService and Operations ManagementEcocitex – economía circular textil – nacía en Santiago de Chile en enero de 2020 como una alternativa para disminuir el desecho textil del país. La buena acogida de los círculos especializados en innovación sustentable les había dado creciente visibilidad. Sin embargo, aún no conseguían que las empresas que necesitaban descartar responsablemente residuos textiles estuvieran dispuestas a pagar el costo de su transformación.Starting at €0.00
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Innovating in the Pharmaceutical Supply System: the Chilean experience
Cohen, Jacob; Rosenhouse S.; Sánchez, J.; Rosenmöller, MagdaCase P-1001-EService and Operations ManagementThis case describes the transformation undergone by the medical and pharmaceutical supply system in Chile in the early 1990s, as a result of the changing role of the National Heath Service's supply organization (CENABAST), managed by the Ministry of Health, which found itself forced to evolve from operational management (product purchasing, storage and distribution) to a role as a transaction facilitator/guarantor, due to its poor performance (bo...Starting at €8.20
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CFWshops
Friedman, Jared; Mungai, Edward; Rosenmöller, MagdaCase P-1104-EService and Operations ManagementCFWshops is a network of pharmacy franchises in Kenya, managed by the Sustainable Healthcare Foundation (SHF). The parent company of SHF is the Healthstore Foundation based in Minnesota, US. The non-profit HealthStore Foundation (HS) (formerly Sustainable Healthcare Enterprise Foundation) was founded in 1997 by Scott Hillstrom to ¿prevent needless death and illness by improving access to essential medicines in a sustainable way¿. Based on the bas...Starting at €8.20
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Australian Paper Manufacturers (A) (Spanish Version)
Upton, David M.; Margolis, Joshua D.Case HBS-602S13Service and Operations ManagementDescribe una empresa que ha roto un acuerdo cordial no escrita entre los tres fabricantes de papel australianos para dividir el mercado interno de tres maneras por segmento de mercado. Las invade la compañía de otro "territorio" con tecnología avanzada, la calidad y, sobre todo, mediante el uso de registro ambiental deficiente de la otra compañía para protegerse contra las represalias. El defensor se encuentra incapaz de responder mediante la adi...Starting at €8.20