Ivey Business School (Canada)
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The Linda Dor: Building a Culture of Customer Satisfaction
Nicole R.D. Haggerty; Mark Boadu; Allie Zuccon; Zoe WoodsCase IVEY-9B18C014-ELeadership and People ManagementThe general manager of operations and interim general manager of human resources at Linda Dor Restaurant and Rest Stop (Linda Dor) was facing challenges recruiting, training, and retaining staff at the lower levels of the organization. These customer-facing positions, which include wait staff, cashiers, and runners, are responsible for delivering the high level of customer service enshrined in Linda Dor Enterprises’ corporate values. Providing a ...Starting at €8.20
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Jamie's Market: Challenges Hiring and Onboarding Temporary Workers
Atul Teckchandani; Trey Alvarez; Huiling Chen; Nicole Chen; Andrew Davidas; Kevin Le; Edrees ShalemiCase IVEY-9B21C009-ELeadership and People ManagementIn 2020, the flagship location of Jamie's Market, a specialty supermarket retailer in California, struggled to hire enough temporary workers to meet the increased staffing demand resulting from the COVID-19 pandemic. The new assistant manager, who had been recently transferred to the company's flagship store, was tasked with figuring out what had gone wrong and recommending changes to ensure that the store would have enough qualified workers for ...Starting at €8.20
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Goodjobz: Challenges in Creating a Giver Culture
Atul Teckchandani; Nathaniel Fischer; Gregory LaRosa; Rebecca Monroy; Rishi Patel; Rana Toudiee; Aurelia ZylbermineCase IVEY-9B14C038-ELeadership and People ManagementGoodJobz was a non-profit organization that funded its job training and education programs by re-selling donated goods through its retail stores. The organization helped train over 11,000 people in 2012 and hoped to double that number within five years. To do so, the vice-president of marketing and community development believed that the organization should adopt a “giver” culture. After making significant progress in instilling a giver culture w...Starting at €8.20
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PeopleFirst Inc: A Star Employee but a Terrible Manager
Atul TeckchandaniCase IVEY-9B20C042-ELeadership and People ManagementPeopleFirst Inc. (PeopleFirst) was a management consulting company founded and run by Renee Janssen. Janssen had recently promoted a star employee, Marcela Lopez, to the position of manager. However, Lopez’s first foray into management was turning into aStarting at €8.20