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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Testin: Partnering with Multinational Corporations
Shameen Prashantham; Liman ZhaoCase IVEY-9B17M127-EEntrepreneurship, StrategyBy 2017, Beijing Testin Information Technology Co., Ltd. (Testin), had forged partnerships with multiple large multinational companies (e.g., Microsoft, IBM, ARM, Intel). Since it was founded in 2011, Testin had served over 800,000 application developers by conducting more than 150 million quality and security tests on over 2.5 million mobile applications. It had received several rounds of financing totaling over $80 million. Many Chinese Interne...Starting at €8.20
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Skelta and the Microsoft Partner Ecosystem
Shameen PrashanthamCase IVEY-9B12M122-EEntrepreneurship, StrategyAn Indian-based software product start-up has succeeded in forging a valuable relationship with Microsoft, which has been vital to its international success. When the Microsoft relationship manager assigned to the company leaves Microsoft unexpectedly, the company’s chief executive officer needs to make some critical decisions regarding how to manage its relationship with Microsoft.Starting at €8.20
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The Hidden Story Behind Dancing With Gorillas: Strategies for Partnering With a Multinational
Shameen PrashanthamArticle IVEY-9B11TD08-EStrategyFor small firms, partnering with a multinational corporation (MNC) provides great opportunities and great challenges. Conventional partnering approaches are unlikely to succeed, and firms must use less orthodox strategies. In particular, start-ups can employ three strategies for success: forming, consolidating, and extending MNC relationships. 1) Forming MNC relationships entails fathoming the larger company, targeting the right individuals, and ...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