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Mumbai's Models of Service Excellence
Thomke, StefanArticle HBS-R1211K-EService and Operations ManagementThink you need exceptional employees, advanced IT, or rigid controls to build a high-performance organization? The dabbawalas of Mumbai prove otherwise. Six days a week, these 5,000 self-managed, semiliterate workers deliver upwards of 130,000 lunches from customers' homes to their offices with astonishing precision--negotiating the crowded city by train, bicycle, and handcart, without the aid of any technology or even cell phones. The 100-year-o...Starting at €8.20
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On-Time Delivery, Every Time (Spanish version)
Thomke, Stefan; Sinha, MonaCase HBS-612S03Service and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). Describes the Mumbai-based Dabbawala organization, which achieves very high service performance (6 Sigma equivalent or better) with a low-cost and very simple operating system. The case explores all aspects of their system (mission, information management, material flows, human resource system, process...Starting at €8.20
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The Dabbawala System: On-Time Delivery, Every Time
Thomke, Stefan; Sinha, MonaCase HBS-610059-EService and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). Describes the Mumbai-based Dabbawala organization, which achieves very high service performance (6 Sigma equivalent or better) with a low-cost and very simple operating system. The case explores all aspects of their system (mission, information management, material flows, human resource system, process...Starting at €8.20
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The Dabbawala System: On-Time Delivery, Every Time , Teaching Note
Thomke, StefanTeaching Note HBS-613062-EService and Operations ManagementTeaching Note for 610059Starting at €0.00
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Aquasi Marketing: Building and Managing an Online Brand
Anagha Shukre; Amit PundirCase IVEY-9B16A035-EEntrepreneurship, Marketing, StrategyIn February 2013, the senior marketing manager of Aquasi India (Private) Limited (Aquasi) met with the company’s chief executive officer to consider the challenges faced by Aquasi that had arisen due to globalization after March 1997. India’s competitive environment had completely changed; new technology had swept into the country and workers did not possess the essential skill sets to use the new machinery. Given sharp declines in quality and pr...Starting at €8.20
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Crown Distilleries: Multi-Brand Extension
Anagha Shukre; Asheesh S. KediaCase IVEY-9B16A043-EEntrepreneurship, Marketing, StrategyThe chief marketing manager of Crown Distilleries (Crown) in Raipur, the capital city of the Indian state of Chhattisgarh, faced cumbersome brand-building activities and maintenance of its brand equity. Competitors began taking market share from Crown’s well-established brand. Crown added new brands to its portfolio in response to its competitors’ activities. Would it be fruitful for the company to opt for an umbrella brand in a particular segmen...Starting at €8.20