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Otsuka Kagu Ltd: Saving the Furniture Business
Andrea Santiago; Fernando Martin Roxas; Karina Iris YuvallosCase IVEY-9B18M195-EStrategyFounded in 1969 as a small operation, Otsuka Kagu, Ltd. became Japan’s largest furniture retailer and was listed on the Tokyo Stock Exchange in 1980. A membership program in 1993 managed to revitalize the company’s sales at a time when Japan was in a receStarting 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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Cubo Modular Inc.: Managing Demand for Bamboo Houses
Andrea Santiago; Al Rosenbloom; Fernando Martin RoxasCase IVEY-W25411-EMarketingCUBO Modular Inc. (CUBO) was a start-up social enterprise in the Philippines that emerged shortly after its chief executive officer, Earl Forlales, received a substantial cash award for besting 1,200 entries in a competition. The concept behind Forlales’sStarting 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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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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Takata Bankruptcy: Failure of Leadership or Innovation Gone Rogue
Andrea Santiago; Fernando Martin RoxasCase IVEY-9B20C003-ELeadership and People Management, StrategyTakata Corporation was a business-to-business firm based in Japan, whose logo once symbolized safety. In 2013, however, the company mishandled its airbag recall crisis, which was Japan’s largest automotive safety recall. The crisis led to the largest corporate bankruptcy filing of a Japanese firm and impacted Japanese banks involved in a collateral-free syndicated loan. How could the company have better managed the crisis?Starting at €8.20