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Learning the Machine: Anovo Ibérica Introduces AI in Operations (Portuguese Version, Brazil)
Zamora, Javier; Valor Sabatier, Josep; Sastre Boquet, IsaacCase SI-207-PBInformation Technologies, Innovation and Change, Service and Operations ManagementIn 2018, Anovo, a service provider for technology products, began studying the possibility of introducing AI to improve the efficiency of its operations. In 2020, it was already piloting its first implementation - a new automated diagnostics process that employed machine learning (ML) to optimize the company's smartphone repair business. So far, the results of the pilot had been encouraging: aftersales service was a low-margin business, which mad...Starting at €8.20
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Learning the Machine: Anovo Ibérica Introduces AI in Operations
Zamora, Javier; Valor Sabatier, Josep; Sastre Boquet, IsaacCase SI-207-EInformation Technologies, Innovation and Change, Service and Operations ManagementIn 2018, Anovo, a service provider for technology products, began studying the possibility of introducing AI to improve the efficiency of its operations. In 2020, it was already piloting its first implementation - a new automated diagnostics process that employed machine learning (ML) to optimize the company's smartphone repair business. So far, the results of the pilot had been encouraging: aftersales service was a low-margin business, which mad...Starting at €8.20
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SmartPik: Pikolin's Smart Mattress
Zamora, Javier; Tàpies, J.; Costa, Xavier; Vilet, Ana María; Sastre Boquet, IsaacCase SI-214-EInformation Technologies, Innovation and Change, Service and Operations ManagementIn June 2017, Pikolin launched the SmartPik, its first smart mattress. The SmartPik was capable of measuring and analyzing sleep phases to improve sleep quality. The first tests had gone well, but Pikolin didn't know how consumers who for decades had bought conventional mattresses through a very traditional channel would react to a new product which, for the first time in the company's history, incorporated digital elements (hardware and software...Starting at €8.20
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Starbucks Corp.: Clouds in Your Coffee
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1328-EService and Operations ManagementThis case depicts the history of Starbucks Corporation, from its inception, in 1971, through 2007. The case highlights the conflict between large-scale efficiency and standardization versus providing customers with the "Starbucks Experience." As its consistent growth shows, Starbucks has managed this conflict skillfully, but as the company continues to expand, balancing these objectives becomes more difficult and complex.Starting at €8.20
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The Toyota Production System: “The Scent of the Cornered Ferret”
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1333-EService and Operations ManagementThis case provides a history of Toyota and describes the famed Toyota Production System (TPS). It follows the company from its founding, in 1933, up to 2007. The case can be used to introduce TPS as well as to discuss the factors necessary to sustain a corporate strategy through long periods of international growth.Starting at €8.20
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Six Sigma: A Basic Overview
Landel, Robert D.; Zimmerman, AlanTechnical Note DARDEN-OM-1339-EService and Operations ManagementIn the nearly 30 years since it was introduced, Six Sigma has evolved to mean different things in different circumstances and in different organizations, so that now it is difficult to identify a single, universally accepted definition. The purpose of this note is to provide a basic overview of Six Sigma by explaining its underlying principles and most commonly utilized methods while providing a brief review of its history. Finally, this note pro...Starting at €8.20
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Dell Computer: Back to the Future
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1325-EService and Operations ManagementThis case tells the story of Dell Computer Corporation, from its beginning, in 1983, through 2007. It describes the famous "Dell Way" process, which uses just-in-time inventory management and lean-production principles, together with direct sales and real-time information management. It also describes Dell's challenges: globalization, new technologies, and evolving market trends.Starting at €8.20
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We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp.
Landel, Robert D.; Taylor, Laure; Zimmerman, AlanCase DARDEN-OM-1343-EService and Operations ManagementAppropriate for marketing and operations management courses. The director of customer service in an electronics catalog business has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its customer service department. Students are asked to evaluate the design and findings from a previously run project focused on sales agent performance and then to recommend a Six Sigma p...Starting at €5.74
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SmartPik: el colchón inteligente de Pikolin
Zamora, Javier; Tàpies, J.; Costa, Xavier; Vilet, Ana María; Sastre Boquet, IsaacCase SI-214Information Technologies, Innovation and Change, Service and Operations ManagementEn junio de 2017, Pikolin lanzaba el SmartPik, su primer colchón inteligente, capaz de medir y analizar las fases del sueño para mejorar la calidad del descanso. Los primeros test del SmartPik habían sido satisfactorios, pero Pikolin desconocía cuál sería la reacción de un consumidor que, durante décadas, había comprado un colchón convencional a través de un canal muy tradicional y que, por primera vez en la historia de la compañía, incorporaba e...Starting at €8.20
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Industry 4.0: Get Ready for the Next Industrial Revolution
Sachon, Marc; Zamora, Javier; Padilla, ElmarDossier DOS-33-EInformation Technologies, Innovation and Change, Service and Operations ManagementFrom infrastructure changes to emerging business models to cybersecurity, this dossier is your survival guide.Starting at €15.00