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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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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: Analytics to Audit Claims in Customer Management Services - Teaching Note
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahTeaching Note IVEY-8B21D012-EInformation Technologies, Service and Operations ManagementTeaching note for product 9B21D012.Starting at €0.00
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahCase IVEY-9B21D012-EInformation Technologies, Service and Operations ManagementConcentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX’s global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX’s client. The manager needed to reduce the number of irregularities so that CNX’s agents did not create a negative experience for t...Starting at €8.20
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Project Execution Dilemma at MICC
Hasmukh Gajjar; Bhavin J. ShahCase IVEY-9B14D010-EEntrepreneurship, Service and Operations Management, StrategyMid-India Construction Private Company Limited (MICC) was awarded a refurbishing project for INR30 million from the National Institute of Management. The project had to be completed in eight months. MICC’s project manager observed the dismal pace of work execution and the limited resource deployment on-site in the first monthly review meeting for the project. This situation warranted the manager’s immediate attention to acquire more resources and...Starting at €8.20
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Domino's Pizza
Bell, David E.; Andrews, Phillip; Shelman, MaryCase HBS-512004-EService and Operations ManagementDomino's Pizza is the world's second-largest pizza company with 9,436 stores globally, 95% of which are franchised. Domino's franchisees in the U.S. market were able to purchase fresh dough, cheese, pizza toppings, and other menu ingredients and store supplies directly from the company-owned supply chain system. When commodity prices became more volatile in 2007 and 2008, executives at Domino's changed the way they worked with suppliers and franc...Starting at €8.20
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Domino's Pizza, Teaching Note
Bell, David E.; Shelman, MaryTeaching Note HBS-513075-EService and Operations ManagementTeaching Note for 512004Starting at €0.00
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company - Teaching Note
Shylu John; Bhavin J. ShahTeaching Note IVEY-W25822-EInformation Technologies, Service and Operations ManagementTeaching note for product W25821.Starting at €0.00
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How Do You Grow a Premium Brand? (HBR Case Study and Commentary)
Maruca, Regina Fazio; Campbell, William; Dolan, Robert J.; Hersh, Anita K.; Farquhar, Peter H.; Aaker, David A.; Shelman, MaryArticle HBS-95205-EService and Operations ManagementGordon Johnston has taken his elite health-club concept from the germ of an idea to the pinnacle of success. But the most difficult decision in managing his company lies ahead. Gordon must figure out how to lead Transition fitness clubs into the next phase. In each of the 15 years since Transition's flagship club opened in New York City, its sales have doubled. The company boasts fitness trainers handpicked by Olympic medalists, health-conscious ...Starting at €8.20