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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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Santé Au Naturel: Healthy to the Core
Robert Mackalski; Marc DucusinCase IVEY-9B17A069-EEntrepreneurship, MarketingSanté Au Naturel was a natural health boutique in Montreal’s downtown core. The company was off to a strong start in a growing market, but as its best-selling products became more mainstream, large retailers were entering the market, stealing customers, and driving down margins. In early 2017, Santé Au Naturel's owner reflected on further differentiation of her offering and targeted marketing; she wanted to improve her marketing mix to grow sales...Starting at €8.20
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Club Sportif MAA: Staying Ahead of the Game
Robert Mackalski; Delaney Brown; Marc DucusinCase IVEY-9B17A046-EMarketingClub Sportif MAA (the MAA) was an iconic fitness club and athletic institution in Montreal and the oldest fitness facility in Canada. In early 2017, the club’s president and general manager faced a changing market and pressure to ensure that the club evolved and remained competitive. Consumer and fitness trends had increasingly fragmented the market in this area, and the MAA membership declined since 2016. The MAA, which traditionally served a fa...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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Birks: The Sparkle of a Cherished Brand
Robert Mackalski; Alfred Jaeger; Marc Ducusin; Phoebe BalshinCase IVEY-9B18A014-EMarketing, StrategyBy 2016, Birks Group Inc. (Birks) had largely recovered from the 2008 financial crisis and was posting profits again. Birks was a high-end designer and manufacturer of Birks-branded jewellery and a mono-brand and multi-brand retailer of luxury jewellery and watches. It operated 29 retail outlets across Canada under its Maison Birks and Brinkhaus banners and 17 stores in two U.S. states (Florida and Georgia) under the Mayors banner. After restruct...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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Fody Foods: Eating Life to the Fullest
Robert Mackalski; Marc Ducusin; Marika Lapointe; Emma ClaytonCase IVEY-9B19A002-EEntrepreneurship, MarketingFODY Foods Inc. (Fody) was a Canadian-based entrepreneurial manufacturer and marketer of a line of food products designed for people suffering from irritable bowel syndrome (IBS), a condition that affected an estimated one billion people worldwide. With public awareness of the socially sensitive condition growing, Fody’s founder needed to figure out how to market the company’s line of products while creating a new category in the process.Starting at €8.20
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Cunningham’s Pub: Halle-Lujah for Wings
Mary Dellar; Robert Mackalski; Nicolette Papastefanou; Marc DucusinCase IVEY-W25213-EEntrepreneurship, MarketingNew opportunities, challenges, and decisions arose for a pub owner and his business partners when celebrity Halle Berry raved on social media about the hot wings served at the pub. Berry's post sparked an unprecedented 28-day sellout and a firestorm of news coverage that kept the business going at a time when the restaurant industry was suffering from government-imposed restrictions due to the COVID-19 pandemic. The pub owner and his partners won...Starting at €8.20