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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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The Fall of Circuit City Stores, Inc.
Wells, John R.; Danskin, GalenCase HBS-713402-EStrategyOn January 16, 2009, after a dismal holiday season, Circuit City was forced into liquidation. Unable to meet creditors' demands, and with no acquirer in sight, Circuit City began the process of liquidating its remaining 567 U.S. stores. Circuit City had been the leader in consumer electronics retailing for nearly twenty years when its profits peaked in 2000. What led to its dramatic decline? Why did three CEOs fail to turn it around? Were these p...Starting at €8.20
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Gap, Inc., 2000
Wells, John R.; Danskin, GalenCase HBS-713508-EStrategy"From humble beginnings as a Levi jeans store, by 2000 Gap, Inc. had grown to become the world's leading specialist clothing retailer. Its CEO, Millard S. Drexler, the ""merchant prince,"" was credited with transforming Gap into a global empire, leading the company through eighteen years of 21% p.a. growth to reach sales of $13.6 billion in 2000. Gap had expanded to 2,848 stores under its three brands: Gap, Banana Republic, and Old Navy, and cont...Starting at €8.20
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Hennes & Mauritz, 2012
Wells, John R.; Danskin, GalenCase HBS-713512-EStrategy"In 2012, Hennes & Maurtiz (H&M) was the second-largest specialty apparel retailer in the world. Sales for fiscal 2012 were $18.1 billion and operating profits were $3.3 billion. H&M operated 2,776 stores, 93% of them outside its home base of Sweden. Over the past decade, H&M had passed Gap in sales, but the company had failed to keep up with Inditex's growth and its Spanish rival had larger sales and greater profitability than H&M. H&M had also ...Starting at €8.20
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Benetton Group S.p.A., 2012
Wells, John R.; Danskin, GalenCase HBS-713513-EStrategy"On May 31, 2012, after 36 years on the Milan Stock Exchange, Benetton was officially delisted and taken private by Edizione, the Benetton family's holding company. Since 2000, Benetton shareholders had seen its market value fall from $4.3 billion to $720 million at the end of 2011. At $2.6 billion, Benetton's sales in 2011 were virtually the same as they were in 2000, but Inditex from Spain, Hennes & Mauritz (H&M) from Sweden and Fast Retailing ...Starting at €8.20
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Babcock International Plc.
Wells, John R.; Danskin, GalenCase HBS-714496-EStrategyIn 2013, Babcock International Plc (Babcock) was the largest engineering services provider in the UK with sales of over 3 billion. Under the leadership of CEO Peter Rogers, Babcock had grown revenues and profits nearly tenfold over the previous decade as it benefited from increased public sector outsourcing. In 2012, for the UK's Ministry of Defense (MOD), Babcock trained over 50,000 troops, maintained the nuclear submarine fleet, provided engi...Starting at €8.20
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Progressive, 2007-2013
Wells, John R.; Danskin, GalenCase HBS-715427-EStrategyIn 2013, Progressive was the fourth largest player in the auto insurance market, having lost the third position to GEICO in 2008. As the industry shifted from agency to online sales, GEICO's direct selling model positioned it strongly for growth. Progressive's direct sales mix had increased from 36% of total sales in 2006 to 42% in 2012, well ahead of the industry average of around 25%. As a result, both Progressive and GEICO continued to gain gr...Starting at €8.20
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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