Ivey Business School (Canada)
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Singapore Post Ltd.: Recurrent Service Failures - Teaching Note
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaTeaching Note IVEY-8B19D021-EService and Operations ManagementTeaching note for product 9B19D021.Starting at €0.00
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Uber(US): The Push for Autonomous Vehicles
Thompson S.H. Teo; Vivien K.G. LimCase IVEY-9B20D022-EService and Operations Management, StrategySince early 2015, Uber had been investing heavily in research and development for its autonomous vehicles to revolutionize the ride-hailing industry and provide better ways of competing and fulfilling its promise of profitability to investors. Constant inStarting at €8.20
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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
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Ransom on the High Seas: The Case of Piracy in Somalia
Alvaro Cuervo-Cazurra; Michael Train; Jeanne McNettCase IVEY-9B11M104-ELeadership and People Management, StrategyIn recent years, incidents of piracy have increased dramatically off the coast of the failed state of Somalia. In this case, a group of 14 pirates have hijacked a cargo ship full of machinery, but have yet to make any demands. They hold hostage a multinational crew of 20 (whose captain and two officers are American), the ship, and the cargo. The chief operating officer of an international shipping company must choose among alternative strategies ...Starting at €8.20
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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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Uber(US): The Push for Autonomous Vehicles - Teaching Note
Thompson S.H. Teo; Vivien K.G. LimTeaching Note IVEY-8B20D022-EService and Operations ManagementTeaching note for product 9B20D022.Starting at €0.00
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Google Glass: Development, Marketing and User Acceptance
Thompson S.H. Teo; Kian Teck Chua; Zhiyi Yong; Timothy Dao Sheng Lim; Jonathan Jun Jie BoonCase IVEY-9B15M096-EEntrepreneurship, StrategyThis case introduces the key features of Google’s wearable technology product “Glass” and illustrates the tensions that Google faced over the development and marketing of this product. The case goes on to highlight the growing backlash that Google experienced when promoting Glass.Starting at €8.20
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Growth in a Nonprofit Context
Jamie Ladge; Cynthia Ingols; Jeanne McNettCase IVEY-9B12C049-EEntrepreneurship, Leadership and People ManagementThis case looks closely at the management of a branch of the YMCA in Boston during periods of growth and contraction and at the development of Wendy Zinn’s career, all in the context of the YMCA’s organizational culture. The roles of strategy, decision-making, leadership and organizational culture are described as critical both to the organization’s development and to the career development the organization affords. Social capital and networking ...Starting at €8.20
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Ellen Moore (B): Living and Working in Korea
Henry W. Lane; Gail Ellement; Jeanne McNettCase IVEY-9B12C011-ELeadership and People Management, StrategyThis case is a supplement to Ellen Moore (A): Living and Working in Korea. In this follow-up case, Ellen discusses how a major crisis was averted and reflects on what she learned during her assignment in Korea.Starting at €5.74