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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Apple Health Records
Schulman, Kevin; Rosenmöller, MagdaCase P-1177-EInformation Technologies, Innovation and ChangeHealthcare is an enormous and growing market globally. Healthcare services was a $3.5 trillion market in the US in 2017, but a market that was largely untouched by the type of disruptive innovation that had overtaken other industries. Healthcare was considered a significant opportunity, not only because of its size today, but looking forward there are enormous clinical and financial challenges facing the industry. There are significant concerns a...Starting at €8.20
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Experiments in reaching the poor without tearing the safety net: public health insurance in Massachusetts
Savedoff W.; Murphy C.; García Prat, Antoni; Rosenmöller, MagdaCase P-1005-EService and Operations ManagementThe arrival of a new director at the state's health program agency leads to a reconsideration of the coverage mechanisms, costs and service quality. After reviewing previous activities, the new director decides to undertake a series of reforms in order to attain the goals that have been set. The changes require a new framework of relationships between the state, the insurance companies and the health providers, creating new opportunities and risk...Starting at €8.20