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Human-Centered Service Design (Spanish version)
Buell, Ryan W.; Otazo, AndrewCase HBS-617S03Service and Operations ManagementTeach this case online with new suggestions added to the Teaching Note. This case study includes mandatory video elements, which are integrated into the pre-class assignment for students and the classroom teaching plan for instructors. Information on how to access and use these multimedia components is included in the Teaching Note. The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and pr...Starting at €8.20
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Trouble at Tessei, Teaching Note
Bernstein, Ethan S.; Buell, Ryan W.Teaching Note HBS-616031-EService and Operations ManagementIn 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen (""bullet"") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the demands on Tessei continued to grow. Given previous leaders' failed attempts to fix Tessei's problems with increased managerial monitoring and controls, Yabe seeks a creative approach...Starting at €0.00
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IDEO: Human-Centered Service Design, Teaching Note
Buell, Ryan W.Teaching Note HBS-616038-EService and Operations ManagementThe case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape, a team of IDEO designers have been hired by Cineplanet, the leading movie cinema chain in Peru, to reinvent the movie-going experience for Peruvians. Cineplanet wishes to better al...Starting at €0.00
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Commonwealth Bank of Australia: Unbanklike Experimentation, Teaching Note
Buell, Ryan W.; John, Leslie K.Teaching Note HBS-620041-EService and Operations ManagementTeaching note for case 619018.Starting at €0.00
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Train Whistle in the Tiger Reserve (Spanish version)
Buell, Ryan W.; Raman, Ananth; Muthuram, VidhyaCase HBS-617S09Service and Operations ManagementCelebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's complex service operation, including its approa...Starting at €8.20
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IDEO: Human-Centered Service Design
Buell, Ryan W.; Otazo, AndrewCase HBS-615022-EService and Operations ManagementTeach this case online with new suggestions added to the Teaching Note. This case study includes mandatory video elements, which are integrated into the pre-class assignment for students and the classroom teaching plan for instructors. Information on how to access and use these multimedia components is included in the Teaching Note. The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and pr...Starting at €8.20
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Compass Group: The Ascension Health Decision
Buell, Ryan W.Case HBS-615026-EService and Operations ManagementIn 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of Ascension's hospitals. Compass employs a "sectorized" approach to deliver service through a portfolio of focused brands, each of which targets focused groups of customers with specifi...Starting at €8.20
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Oberoi Hotels: Train Whistle in the Tiger Reserve
Buell, Ryan W.; Raman, Ananth; Muthuram, VidhyaCase HBS-615043-EService and Operations ManagementCelebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's complex service operation, including its approa...Starting at €8.20
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Improving Access at VA, Teaching Note
Buell, Ryan W.; Huckman, Robert S.Teaching Note HBS-618052-EInformation TechnologiesTeaching note for case 617012.Starting at €0.00
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Trouble at Tessei (Spanish version)
Bernstein, Ethan S.; Buell, Ryan W.Case HBS-619S01Service and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen (""bullet"") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the demands on Tessei continued to grow. ...Starting at €8.20