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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Kimpton Hotels - Setting Prices on Priceline (A)
Chris K. Anderson; John G. Wilson; Joel ReadCase IVEY-9B09E027-EDecision Analysis, Marketing, Service and Operations ManagementIn June 2008, the Kimpton Hotels' area director of revenue management (director) for Washington, D.C. was trying to process the most recent customer information report from Priceline.com (Priceline). In an attempt to improve revenues during periods of lowStarting at €8.20
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Kimpton Hotels — Setting Prices on Priceline (C)
Chris K. Anderson; John G. Wilson; Joel ReadCase IVEY-9B09E029-ECorporate Governance, Marketing, Service and Operations ManagementThe Kimpton Hotels' area director of revenue management (director) for Washington, D.C. was excited about using Priceline.com to help fill rooms on some of Kimpton's low-demand weekends. He estimated the coming weeks' demand across three rate classes and across three lengths of stay (LOS), and he wanted to make sure he did not use Priceline.com too aggressively by releasing too many rooms onto the site.Starting at €5.74
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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The University of Wyoming Men’s Basketball Team
John G. Wilson; Craig SorochukCase IVEY-9B11E034-ECorporate Governance, MarketingAt the University of Wyoming, home games played by the men’s basketball team generated significant revenues for the athletics department through ticket and concession sales. With the 2009-2010 season ending, it was time to forecast revenues for the upcoming season. Even though ticket prices were already set, providing a revenue forecast was difficult, as the schedule of home games for the 2010-2011 season was not yet known, and both ticket and co...Starting at €8.20
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Kimpton Hotels — Setting Prices on Priceline (B)
Chris K. Anderson; John G. Wilson; Joel ReadCase IVEY-9B09E028-ECorporate Governance, Marketing, Service and Operations ManagementIn June 2008, the Kimpton Hotels' area director of revenue management (director) for Washington, D.C. finished creating a pricing strategy that would determine the optimal posted price for rooms in the Washington, D. C. hotel as well as the number of rooms that should be provided to Priceline.com. He realized there was even more potential to gain revenue by posting more than one price; however, this would add further complexity into the strategy ...Starting at €5.74