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Sapient Consulting: Enriching Experience Using Hybrid Agile Approach
Aparna Raman; Sangeeta Shah BharadwajCase IVEY-9B13E028-EInformation Technologies, StrategyIn December 2005, Sapient Consulting signed a fixed-price contract with U.S.-based Global HR Outsourcing Inc. to design a human resources portal for its international customers. Sapient’s senior manager of project management, who was based in India, had been handed the project with full faith that it would not only be delivered on time but within the fixed price and using the new agile hybrid methodology. The client wanted the portal built for th...Starting at €8.20
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DXSD: Transforming Migrations
Chitra Sharma; Sangeeta Shah BharadwajCase IVEY-9B17E007-EInformation Technologies, StrategyOn January 23, 2015, DXSD India received an opportunity to add a complex new line of business to the company’s value chain. The head of DXSD India, a shared service division of a U.K. bank, was concerned about his company’s ability to take on more complex work. Gaps had been identified in the existing process migration framework, so a new framework was proposed to fix the gaps. The new framework was not tested and did not yet have approval from t...Starting at €8.20
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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
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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VINSUN Infra Engineering: ERP on Premise or on Cloud
Sumedha Chauhan; Sangeeta Shah BharadwajCase IVEY-9B13E018-EInformation Technologies, StrategyThe managing director of a small- to medium-sized electrical firm faces a major challenge: he realizes that the firm he founded has grown so significantly that information management has become very difficult. For solving issues of data integrity, redundancy, incompleteness and backup, he obtains quotations for implementation of enterprise resource planning from different vendors. Meanwhile, he discusses the issue of implementing the new system w...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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VINSUN Infra Engineering: ERP on Premise or on Cloud (Spanish version)
Sumedha Chauhan; Sangeeta Shah BharadwajCase IVEY-9B13ES018Information Technologies, StrategyThe managing director of a small- to medium-sized electrical firm faces a major challenge: he realizes that the firm he founded has grown so significantly that information management has become very difficult. For solving issues of data integrity, redundancy, incompleteness and backup, he obtains quotations for implementation of enterprise resource planning from different vendors. Meanwhile, he discusses the issue of implementing the new system w...Starting at €8.20
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A & S Software: Evolving Business Models
Nittala Sreenivasa S. Sharma; Sangeeta Shah BharadwajCase IVEY-9B14E026-EInformation Technologies, StrategyThe director of A & S Software Group was recalling his entrepreneurial journey. It was in August 2013, and over the past 16 years he had seen the evolution of the company’s flagship product — enterprise resource planning software for educational institutes — and a variety of business models associated with it. While the product strategy evolved through various stages, he had conceptualized Blue Print software as a tool to enable the rapid develop...Starting at €8.20
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Work from Home: Curse or Boon
Ashok K. Mishra; Sangeeta Shah BharadwajCase IVEY-9B13C008-ELeadership and People Management, StrategyKSOIL has a project that bills customers on units of documents delivered. The productivity of employees is evaluated on the same basis. The output of the home-based team has increased two to three times compared to its previous office-based performance. As a result, the rewards and compensation for the home-based team have doubled compared to office-based employees. The head of HR is convinced home-based workers are using unfair means to achieve ...Starting at €8.20