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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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Cascajares: Desarrollando vías para llegar al mercado
Villafuerte Martin, Antonio; Vidal, AnyluCase IIST-MI-125MarketingCascajares es una empresa dedicada a la producción y comercialización de productos cárnicos de IV y V gama. Sus productos -con una imagen de producto gourmet y alto precio- se dirigen al canal HORECA y tiendas de alimentación a través de una red de distribuidores; a El Corte Inglés, y directamente a consumidores a través de su tienda online. Ante una bajada de las ventas debido el desplome de la economía en España (su principal mercado), el equip...Starting at €8.20
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Estrella Galicia, “Cerveceros desde 1906”
García del Pueyo, Jose Luis; Vidal, AnyluCase IIST-MI-126MarketingEstrella Galicia is the main brewery brand of Hijos de Rivera, a centenary family-owned business, leader in its region of origin, Galicia. The little growth potential in its geographical market urges them to design a Strategic Plan in 2009 to expand throughout the rest of Spain, following the first steps of a timid expansion during the 1990s. The Strategic Plan 2009 -2012 forces to fully review the operating model to transform a regional scale co...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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Martínez Loriente: la carne de Mercadona
Garrido Martínez, Enrique; Vidal, AnyluCase IIST-PI-125Service and Operations ManagementEn 2011, el grupo Martínez Loriente continuaba capeando exitosamente los efectos de la crisis económica y de consumo, logrando superar los 470 millones de euros en facturación con el trabajo de más de 1.400 trabajadores en plantilla y con 11 millones de beneficio neto al cierre del año anterior. El grupo había experimentado una evolución espectacular desde sus inicios en 1999, cuando fue creada para suministrar en exclusiva productos cárnicos a M...Starting at €8.20
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Zadisa: El problema de la falta de espacio en el almacén
Garrido Martinez, Enrique; Vidal, AnyluCase IIST-PI-137Entrepreneurship, Service and Operations Management, StrategyZadisa, distribuidora y comercializadora de cerveza y bebidas en la zona de Zaragoza, recibe una propuesta por parte de uno de sus proveedores para integrarse a nivel logístico, de almacenaje y oficinas. La propuesta requería disponer de espacio para almacenaje de snacks, de servicio técnico y PLV y para uso de oficinas. Aceptarla significaba abrir nuevas líneas en un negocio centrado principalmente en la distribución de bebidas. Era la puerta de...Starting at €8.20
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Zadisa: El problema de la falta de espacio en el almacén (B)
Garrido Martinez, Enrique; Vidal, AnyluCase IIST-PI-138Entrepreneurship, Service and Operations Management, StrategyEl caso B cuenta cuál fue su decisión y plantea la posibilidad de si conviene o no invertir algo más y comprometer más gasto de operación para conseguir más espacio en el almacén.Starting at €5.74
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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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Estrella Galicia. Brewers since 1906
García del Pueyo, Jose Luis; Vidal, AnyluCase IIST-MI-126-E-EMarketingEstrella Galicia is the main brewery brand of Hijos de Rivera, a centenary family-owned business, leader in its region of origin, Galicia. The little growth potential in its geographical market urges them to design a Strategic Plan in 2009 to expand throughout the rest of Spain, following the first steps of a timid expansion during the 1990s. The Strategic Plan 2009 -2012 forces to fully review the operating model to transform a regional scale co...Starting at €8.20