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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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Arla Foods and the Cartoon Crisis (A) (Spanish Version)
Henry W. Lane; Mikael Sondergaard; David T.A. WesleyCase IVEY-9B08MS005StrategyAfter a Danish newspaper publishes cartoons depicting the Prophet Muhammad, consumers across the Middle East decide to boycott Danish goods. Arla Foods (Arla) is one of Europe's largest dairy companies. Suddenly, it finds itself caught in the middle of a crisis that appears to be beyond its control. Prior to the boycott, the Middle East was Arla's fastest growing region and represented an important component of the company's long-term growth stra...Starting at €8.20
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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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Arla Foods and the Cartoon Crisis (C)
Henry W. Lane; Mikael Sondergaard; David T.A. WesleyCase IVEY-9B08M007-EStrategyJust as Arla Foods has re-established its reputation in the Middle East, another provocative cartoon is released in a Swedish paper and the communications director of Arla Foods must decide how the company will respond. This is a supplement to Arla Foods and the Cartoon Crisis (A), Ivey product 9B08M005.Starting at €5.74
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Grupo Industrial Bimbo: Responding to Changing Times (A) (Spanish version)
Henry W. Lane; Mauricio Brehm Brechu; David AgerCase IVEY-9A98MS10StrategyEl director de recursos humanos del Grupo Industrial Bimbo, S.A., estaba involucrado en una iniciativa de reingenieria corporativa. En respuesta al cambiante ambiente de negocios en Mexico, los altos ejecutivos de la compania habian iniciado una revision de las operaciones en un intento por incrementar la competitividad y asegurar la supervivencia de la compania. Las conclusiones de los estudios iniciales de evaluacion y de algunas personas dedic...Starting at €8.20
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Arla Foods and the Cartoon Crisis (A)
Henry W. Lane; Mikael Sondergaard; David T.A. WesleyCase IVEY-9B08M005-EStrategyAfter a Danish newspaper publishes cartoons depicting the Prophet Muhammad, consumers across the Middle East decide to boycott Danish goods. Arla Foods (Arla) is one of Europe's largest dairy companies. Suddenly, it finds itself caught in the middle of a crisis that appears to be beyond its control. Prior to the boycott, the Middle East was Arla's fastest growing region and represented an important component of the company's long-term growth stra...Starting at €8.20
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Selecting a Country Manager for Delta Beverages India Parts 1 & 2
Paula Caligiuri; Henry W. LaneExercise IVEY-9B15C023-ELeadership and People Management, StrategyStudents assume the role of regional president, Asia, for Delta Beverages, a large U.S.-based firm and a leader in the beverage industry. In assuming this role, students face the task of selecting a country manager for India. In this two-part case, Part 1 focuses on the most critical criteria to select the best candidate, while Part 2 focuses on the personal details and experience of the five top-rated candidates for the position.Starting at €8.20