Ivey Business School (Canada)
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Oliver’s Diner
P. Fraser Johnson; Larry MenorCase IVEY-9B16D008-EEntrepreneurship, Service and Operations ManagementThe owner of Oliver’s Diner in Grand Bend, Ontario, was confident that his new venture would be a success. His diner had become an instant hit with local cottagers and tourists, often leading to long waiting lines at peak periods. However, the popularity of the restaurant had led to some “growing pains,” and the owner wanted to improve his operation. In particular, he was concerned the high volume of customers had placed a strain on his staff, pa...Starting at €8.20
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American Express Canada
Larry Menor; Ramasastry ChandrasekharCase IVEY-9B12D022-EService and Operations ManagementThis case examines how a premium credit card company, American Express Canada (Amex Canada), is attempting to differentiate itself from its competition and to realize value for—and from—its cardholder members through a focus on providing apt quality services and servicing. In April 2011, the president and chief executive officer of Amex Canada is considering his options in sustaining the company's stance in the ultra-rich end of the premium payme...Starting at €8.20
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United Way: Taking a Public Stance on a Controversial Issue
Anthony Goerzen; Luke FiskeCase IVEY-9B16M065-EStrategyIn June 2012, the Kingston, Frontenac, Lennox, and Addington chapter of the United Way had the opportunity to present its views at an upcoming public forum on a proposal to build a casino in Kingston, Ontario. The possibility of a casino in Kingston was a controversial and emotional topic; it was supported by influential business and government leaders but also had many detractors. Pro-casino advocates said a casino would create jobs, spur local ...Starting at €8.20
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Fair Trade Jewellery Co.: Establishing an Ethical Global Value Chain
Anthony Goerzen; Luke FiskeCase IVEY-9B20M139-EEntrepreneurship, StrategyIn August 2019, Fair Trade Jewellery Co., a mid-size jewellery retailer based in Toronto, Canada, was wondering how to ensure that its customers received responsibly sourced gold and diamond jewellery. The company had already devoted considerable amountsStarting at €8.20
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Onnie Jewellers
P. Fraser Johnson; Larry MenorCase IVEY-9B17D010-EService and Operations ManagementIn 2017, the owner of Onnie Jewellers in Leamington, Ontario, and her daughter were preparing for their annual summer promotion event. Held in mid-August, the invitation-only summer promotion event at the store had become hugely successful and very popular with Onnie’ Jewellers' clientele. The owner and her daughter were reviewing data from the previous year’s event and discussing potential changes that would improve the customer's shopping exper...Starting at €8.20