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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
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To Float or Not to Float? (A) (Spanish version)
Alfaro, Laura; Di Tella, Rafael; Vogel, IngridCase HBS-707S08EconomicsOn July 21, 2005 China revalued its decade-long quasi-fixed exchange rate of approximately 8.28 yuan per U.S. dollar by 2.1% to 8.11% and, at the same time, introduced a more market-based exchange rate system. Many analysts and economists were disappointed with what they considered too small a change and called for more flexibility in the U.S. dollar/yuan exchange rate. Modification to China's exchange rate regime had been eagerly anticipated and...Starting at €8.20
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China: Flotar o no flotar (C) Esquel Group y el Renminbi chino
Alfaro, Laura; Di Tella, Rafael; Vogel, IngridCase HBS-707S10EconomicsEn julio de 2005, China revaluó su moneda en un 2,1% y ajustar su régimen de tipo de cambio hacia un sistema más basado en el mercado. Esquel Group, una gestión familiar, textiles privadas firma especializada en camisas de algodón de alta calidad con su mayoría de base de producción se encuentra en China, estaba entre aquellas empresas que se enfrentan con el reto de hacer frente a la revaluación del yuan y la posibilidad de apreciación futura . ...Starting at €5.74
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Jucai Human Resource Development: Empowering through Data
Haibo Hu; Yiqin Wang; Chen Liu; Meiju Fei; Fan Yu; William Wei; Victor BilodeauCase IVEY-W25807-EInformation Technologies, StrategyThe founder of Jucai Human Resources Development Co., Ltd. had witnessed the development of China’s human resources service industry over the previous 20 years. In the company’s early stages, it had mainly relied on the advantage of information asymmetry of the Internet to carry out online recruitment services. But from 2015, the founder became interested in and confident about the prospects of providing a talent assessment service for public ins...Starting at €8.20
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Insights Analytics: Technology for a Knowledge Management Program
Rohit Nishant; Thompson S.H. Teo; Mark Goh; Sameer AgarwalCase IVEY-9B14E018-EInformation Technologies, StrategyLeading analytics firm, Insights Global Analytics, handled many analytics processes and projects requiring extensive domain and statistical expertise. Employees with prior analytics experience had skill-sets that could be utilized for other projects. Analysts and consultants working on business research projects had strong domain knowledge about various technological trends. However, sometimes one team did not know about the rich skills possessed...Starting at €8.20
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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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China: Flotar o no Flotar (B) Calendario de cambios relevantes del Renminbi chino
Alfaro, Laura; Di Tella, Rafael; Vogel, Ingrid; Kim, Renee; Russell, WilliamCase HBS-707S11EconomicsEl 21 de julio, 2005, China revaluó su tipo de cambio cuasi-fijo década de duración de aproximadamente 8,28 yuanes por dólar EE.UU. un 2,1% a 8,11% y, al mismo tiempo, introdujo un sistema de tipo de cambio más basado en el mercado. Muchos analistas y economistas se mostraron decepcionados con lo que consideraban un cambio muy pequeño y pidieron una mayor flexibilidad en el tipo de cambio dólar-yuan EE.UU.. Proporciona una línea de tiempo de más ...Starting at €5.74
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Changsheng Bio-Technology Co. Ltd. (China): Fallout from the Vaccines Scandal
Thompson S.H. Teo; Jialiang LiuCase IVEY-9B19C027-ELeadership and People Management, StrategyIn 2018, Changsheng Bio-technology Co., Ltd. (Changsheng), a leading biopharmaceutical company and one of the market leaders in vaccines, was found to have falsified its production and inspection data and to have sold substandard vaccines in the Chinese mStarting at €8.20
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SMRT: Getting Back on Track
Thompson S.H. Teo; Cherie Heng; Cheryl Lee; Zhuoran Liu; Shi Qing Ng; Xinyi Sherry YuanCase IVEY-9B18D004-EService and Operations ManagementOn July 7, 2015, a power fault during the evening commute led to a system-wide disruption on SMRT, Singapore’s heavily used mass rapid transit lines. Train service on both lines was shut down for more than two hours, affecting more than 413,000 commuters. The public was outraged at the scale of the breakdown and how ineffectively it was handled. Detailed investigations revealed the breakdown to be a result of maintenance lapses, and SMRT was crit...Starting at €8.20