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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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VCayr: Managing Sexual Harassment
Yasser RahrovaniCase IVEY-9B21C019-EInformation Technologies, Leadership and People ManagementVCayr was a not-for-profit social service organization that connected individuals through its social media platforms and community events. In January 2019, an organizational member and an active project manager at VCayr reported to a friend and board director that she was sexually harassed by another board director at VCayr. The friend and director had to decide how to manage the situation. He was aware of the severity of sexual harassment and th...Starting at €8.20
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MTS: Strategies for Managing Social Media Platforms
Yasser RahrovaniCase IVEY-9B19E021-EDecision Analysis, Entrepreneurship, Information TechnologiesMontreal Toheed Society (MTS), a community-based organization founded in 2012, has adopted various social media technologies to capture member interactions and to make the work of its board of directors more efficient and effective. The organization attempted to meet its needs by using JomSocial at first, followed later by Viber. MTS was partially successful in reaching its social media goals by implementing the Viber platform. The organization i...Starting at €8.20
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Furniture Bank: Entrepreneurial Growth in the Social Sector
Derrick Neufeld; Yasser RahrovaniCase IVEY-9B16E040-EEntrepreneurship, Information TechnologiesIn 2015, the executive director of Furniture Bank had successfully managed the Toronto social-service agency by turning a $300,000 net loss two years prior into a $100,000 net income. He had employed a variety of strategies and information technologies to integrate and rationalize business processes that resulted in significant productivity and performance improvements. However, Furniture Bank, which collected unneeded furnishings from donors and...Starting 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