Darden University of Virginia (USA)
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Aetna Inc.: Managing Inherent Enterprise Risks Through Stakeholder Management
Rubin, James R.; Carmichael, BarbaraCase DARDEN-BC-0218-EKnowledge and CommunicationInherent risks or negatives are a critical element of “enterprise risk management” that must be mitigated or dramatically managed through constructive actions to sustain growth and manage reputation. Set in 2003 as Aetna prepares to settle a landmark class-action lawsuit, this case explores how communications and PR executives work with management to devise an announcement that fully engages the company’s key stakeholders in this dramatic break w...Starting at €8.20
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UPS and Corporate Sustainability: Proactively Managing Risk
Rubin, James R.; Carmichael, BarbaraCase DARDEN-BC-0213-EKnowledge and CommunicationThis case traces UPS's first corporate sustainability report (CSR), "Operating in Unison," from its origins up to its publication in 2006. It is based on interviews with managers who championed and shaped the report internally. UPS took its CSR quite seriously, basing its reporting and goals on the more stringent Global Reporting Indices (GRIs) as opposed to merely complying with U.S. regulations. Soon after going public, UPS was significantly ex...Starting at €8.20
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Unity Airways: Melissa White (A)
Frey, Sherwood C. Jr.; Bass, Lucien; Yu, ElaineCase DARDEN-QA-0721-EDecision AnalysisMelissa White, a Richmond-based consultant, looked forward to the short visit with her parents in Hong Kong. She had booked her itinerary with Unity Airways and was about to begin the journey. Please see the (B) case (UVA-QA-0722) for the unfortunate details regarding the beginnings of her trip.Starting at €8.20
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Unity Airways: Melissa White (B)
Frey, Sherwood C. Jr.; Bass, Lucien; Yu, ElaineCase DARDEN-QA-0722-EDecision AnalysisMelissa White was on her way for a long-awaited visit with her parents in Hong Kong. But the first leg of her trip, a Unity Airways Washington–Chicago flight, was forced to return to Washington, D.C., due to engine trouble. After waiting three hours at customer service for the rebooking of her itinerary, White reached the front of the line. She was prepared to hear that her trip would be delayed a day. Although this would shorten the stay with he...Starting at €5.74
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Unity Airways: Chris Watson (A)
Frey, Sherwood C. Jr.; Bass, Lucien; Yu, ElaineCase DARDEN-QA-0723-EDecision AnalysisChris Watson, a customer service representative at Unity Airways, had just begun to address the rebooking of Melissa White, one of the almost 100 passengers whose itineraries would have to change due to an in-flight emergency with a Washington-Chicago flight. White's ultimate destination was Hong Kong; unfortunately, all the available rebooking alternatives involved at least a one-day delay in her arrival. Watson needed to take care of White's ne...Starting at €8.20