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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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Norio Ohga: The Fifth President of Sony Corporation
Sáez, Francisco J.; Riquelme, Hernán; Kase, KimioCase DG-1481-EStrategyThe case analyses the conceptual scheme or model identified in Norio Ohga's management style, which we call the proto-image of the firm (PIF) approach. Sony's success in its diversification strategy is explained on the basis of PIF.Starting at €8.20
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Chihiro Kanagawa, President of Shin-Etsu Chemical
Sáez, Francisco J.; Riquelme, Hernán; Kase, KimioCase DG-1483-EStrategyThis case examines the professional career of Chihiro Kanagawa, and shows how he turned Shin-Etsu Chemicals into a major international player in a sector in which Japanese companies had traditionally been uncompetitive. The case illustrates Kanagawa's dynamic management style and the value system on which it is based and we call the profit- arithmetic (PA) approach. Shin-Etsu Chemical's success by not spending money on projects not generating imm...Starting at €8.20
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Chihiro Kanagawa, Presidente de Shin-Etsu Chemical
Sáez, Francisco J.; Riquelme, Hernán; Kase, KimioCase DG-1483StrategyEste caso revisa la carrera profesional de Chihiro Kanagawa y explica cómo convirtió Shin-Etsu Chemicals en uno de los participantes más importantes a nivel internacional en un sector en el que históricamente las empresas japonesas no habían sido competitivas. El caso ilustra el estilo de gestión dinámico de Kanagawa y el sistema de valores en los que se basa y que denominamos política "profit- arithmetic" (PA). Asimismo se explica el éxito de la...Starting at €8.20
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Janalakshmi Financial Services' HR Dilemma (Spanish Version)
Chung, Doug J.; Kak, RadhikaCase HBS-517S14MarketingV. S. Radhakrishan, CEO de Janalakshmi Servicios Financieros, una de las mayores organizaciones de microfinanzas urbana de la India, se enfrenta a un dilema HR. La fuerza de ventas en la mayor división de JFS, al por menor de Servicios Financieros, que se centró en la distribución de pequeños préstamos basados en el grupo, estaba experimentando disminución de la productividad y una alta y por encima del mercado tasa de desgaste. Radhakrishnan s...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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Norio Ohga: quinto presidente de Sony Corporation
Sáez, Francisco J.; Riquelme, Hernán; Kase, KimioCase DG-1481StrategyEl caso analiza el esquema o modelo conceptual del estilo de gestión de Norio Ohga, que nosotros denominamos la protoimagen de la empresa (PIF), y explica el éxito de Sony en su estrategia de diversificación basada en esta política.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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Sales Force Management at Nobel Ilac, Teaching Note
Chung, Doug J.Teaching Note HBS-520057-EMarketingTeaching note for case 519067.Starting at €0.00