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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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Environmental Compliance at Suncor Energy's Firebag Facility
Stephanie Bertels; Connie Van der Byl; Frances BowenCase IVEY-9B13M032-EStrategyIn 2008, the incoming vice-president in situ of Suncor Energy is faced with problems of underperformance at a new facility that uses the innovative in situ technology. This technology accesses bitumen in reservoirs too deep for traditional mining practices to recover. Although it is deemed less harmful to the environment than surface mining, in situ technology does create more greenhouse gas and sulphur dioxide emissions, but these can be control...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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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
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Paul Hardy Design Inc.: A Pandemic Pivot in Luxury Fashion and Interiors
Connie Van der BylCase IVEY-W26390-EStrategyPaul Hardy parlayed a degree in fashion and an early-career job as a personal shopper at high-end retailer Holt, Renfrew & Co., Limited (Holt Renfrew) into a successful career as a Canadian luxury-goods fashion designer. He was a survivor in the industry, adapting to various exogenous shocks, most recently COVID-19. The pandemic resulted in the cancellation of events and social gatherings at places where women typically wore his designs. In addit...Starting at €8.20