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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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Salomon Brothers (B)
Golembiewski, Christopher; Campana A.; Torres, Maximilian B.Case TD-150-EBusiness Ethics and Corporate Social ResponsibilityPaul Mozer informs his supervisor, John Meriwether, about the US Treasury's letter to Mercury Asset Management, and the events that precipitated it. The decision is now Meriwether's. Should he in turn bring the problem to his superiors and the legal compliance department, a path that might result in Mozer's dismissal, harsh penalties for the firm and the loss of his traders' confidence? Or, given the SEC's stated intention of dropping the matter...Starting at €5.74
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Salomon Brothers (C)
Golembiewski, Christopher; Campana A.; Torres, Maximilian B.Case TD-151-EBusiness Ethics and Corporate Social ResponsibilityJohn Meriwether reports Mozer's actions to Salomon's President, Thomas Strauss, chief legal compliance officer, Donald Feuerstein, and CEO, John Gutfreund. On Feuerstein's recommendation, a decision is made to report the incident to the federal authorities. But, who will report the incident, how and to whom, the Federal Reserve Board or the more hostile Treasury Department? No plan for implementation of the decision is formulated.Starting at €5.74
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Salomon Brothers (A)
Golembiewski, Christopher; Campana A.; Torres, Maximilian B.Case TD-146-EBusiness Ethics and Corporate Social ResponsibilityThis case involves the personal decision of Wall Street government bond trader, Paul Mozer, whether or not to report a gray-area transaction he has made to his superior, John Meriwether. The stakes are very high, but the indiscretion is murky and the chances of the firm's being sanctioned for it are virtually nil.Starting at €8.20
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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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Salomon Brothers (D)
Golembiewski, Christopher; Campana A.; Torres, Maximilian B.Case TD-152-EBusiness Ethics and Corporate Social ResponsibilityNothing has been done when the financial press reports of fishy activity in the May 22nd Treasury auction. Salomon orders an internal audit and uncovers Mozer's wrongdoing in the December 27th, February 7th, February 21st, April 25th and May 22nd auctions. The bottom drops out for all the key players from Mozer to Gutfreund and for the firm.Starting at €5.74