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Human-Centered Service Design (Spanish version)
Buell, Ryan W.; Otazo, AndrewCase HBS-617S03Service and Operations ManagementTeach this case online with new suggestions added to the Teaching Note. This case study includes mandatory video elements, which are integrated into the pre-class assignment for students and the classroom teaching plan for instructors. Information on how to access and use these multimedia components is included in the Teaching Note. The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and pr...Starting at €8.20
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Cinemex (Spanish version)
Heskett, James L.Case HBS-803S04Service and Operations ManagementLos fundadores de Cinemex, la mayor empresa capitalizada puesta en marcha de la historia mexicana, están debatiendo varias cuestiones relativas a las operaciones de su nueva cadena de salas de cine en la Ciudad de México. La primera se refiere a si algunos asientos deben dejarse sin vender para mejorar el servicio al cliente. La segunda implica límites a la publicidad que se muestran en cada presentación. Otros incluyen una posible inversión en u...Starting at €8.20
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The Amango Project: Taking Online DVD Rental to Germany
Sachon, MarcCase P-1068-EService and Operations ManagementThe case describes an innovative approach to online DVD rental pioneered by Netflix in a sector hampered by short life-cycle products (movies). The industry has a supply chain that is prone to misaligned incentives between echelons, resulting in product shortages and poor customer satisfaction. Amango hopes to import this business concept pioneered by Netflix to Germany. To be able to do so, the company must copy Netflix's operating system and ma...Starting at €8.20
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Call Center Collapse
Sachon, MarcCase P-1066-EService and Operations ManagementThe case describes the problems one faces when managing a call center. Big Euro, a British company in the financial services sector, has started operations in the German-speaking market. It has installed a call center and during the first six months of operations customers complain about long waits. Big Euro is following an aggressive expansion strategy in the German market (where it offers some financial tools that are new to the market) and thu...Starting at €8.20
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Open Innovation at Siemens
Lakhani, Karim R.; Hutter, Katja; Pokrywa, Stephanie Healy; Fuller, JohannCase HBS-613100-EService and Operations ManagementThe case describes Siemens, a worldwide innovator in the Energy, Healthcare, Industry, and Infrastructure & Cities sectors, and its efforts to develop and commercialize new R&D through open innovation, including internal and external crowdsourcing contests. Emphasis is placed on exploring actual open innovation initiatives within Siemens and their outcomes. These include creating internal social- and knowledge-sharing networks and utilzing third ...Starting at €8.20
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GE and the Industrial Internet
Lakhani, Karim R.; Iansiti, Marco; Herman, KerryCase HBS-614032-EService and Operations ManagementCEO Jeff Immelt considers whether GE is moving fast enough on its new Industrial Internet initiative. The undertaking includes building out an Industrial Internet, connecting machines and devices, collecting their data and operations, and providing services to clients based on analytics of this data and information. The case considers the implications of such an initiative across all 6 of GE's business units, and how best and how quickly to execu...Starting at €8.20
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SAP 2014: Reaching for the Cloud
Lakhani, Karim R.; Iansiti, Marco; Fisher, NoahCase HBS-614052-EService and Operations ManagementIn May 2014, Bill McDermott will become the sole CEO of SAP AG, the world leader in the Enterprise Resource Planning (ERP) field. The case occurs in January 2014 at SAP's investors meeting, at a time when the company's stock is near record high. A 2010 strategy committed the company to a transition to cloud computing. The main driver behind this transition was the development of SAP HANA, an in-memory computing technology that combined database, ...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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IDEO: Human-Centered Service Design, Teaching Note
Buell, Ryan W.Teaching Note HBS-616038-EService and Operations ManagementThe case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape, a team of IDEO designers have been hired by Cineplanet, the leading movie cinema chain in Peru, to reinvent the movie-going experience for Peruvians. Cineplanet wishes to better al...Starting at €0.00
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Bayern Munich in China
Lakhani, Karim R.; Schmidt, Sascha L.; Norris, Michael; Herman, KerryCase HBS-617025-EService and Operations ManagementIn 2015, German football club Bayern Munich is considering how to enter the Chinese market. Should it build its own infrastructure or rely on third-party partnerships to reach this massive football fanbase?Starting at €8.20