Darden University of Virginia (USA)
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Fidelity Investments: Betting on Digital Strategy
Laseter, Timothy M.; Luk, VictoriaCase DARDEN-OM-1746-EService and Operations ManagementJulie Busby, operational excellence lead for Fidelity Investments (Fidelity), needed to help a customer call center manage its diverse set of clients. Despite efforts to categorize tasks based on call volume drivers, digital service efforts to improve operations at the call center were beginning to face diminishing returns. Busby wondered if segmenting clients would help. Was there a way for Fidelity to adapt its digital strategy to the increasin...Starting at €8.20
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Discopress
Fischer, Matthew; Weiss, Elliott N.Case DARDEN-OM-1357-EService and Operations ManagementPreparing a proposal for a DVD content partner, the production director for a digital media company must decide whether to advocate mass production or production on demand. The catalog of old television series and B-movies relies on a “long tail,” making on-demand production an attractive option. What capital investment is required? And will the per-unit premium outweigh inventory holding costs?Starting at €8.20