Search results
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company
Shylu John; Bhavin J. ShahCase IVEY-W25821-EInformation Technologies, Service and Operations ManagementIn August 2017, Concentrix Corporation (CNX) partnered with Photon Life Insurance Company (PLI), a leading insurance provider in India, to support PLI's customer management service. On February 1, 2018, Mohit Khanna, global operations manager at CNX, undertook a promising task to improve PLI’S customer persistency at minimal operational cost. If all policyholders with an approaching due date were to be called, then the number of service agents re...Starting at €8.20
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GD Labs: Scaling Swab Testing During COVID-19
Bhavin J. Shah; Arvind ShroffCase IVEY-W28361-EDecision Analysis, Service and Operations ManagementIn early 2020, the rapid spread of COVID-19 across the world led the most highly affected countries, such as the United States and India, to focus on rapid testing and contact tracing to break the chain of transmission. By August 25, 2020, India had tested nearly 37 million cumulative COVID-19 samples as part of the government’s “Test, Track, Treat” initiative. The efficient allocation of collected swabs with saliva samples to appropriate testing...Starting at €8.20
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Project Execution Dilemma at MICC
Hasmukh Gajjar; Bhavin J. ShahCase IVEY-9B14D010-EEntrepreneurship, Service and Operations Management, StrategyMid-India Construction Private Company Limited (MICC) was awarded a refurbishing project for INR30 million from the National Institute of Management. The project had to be completed in eight months. MICC’s project manager observed the dismal pace of work execution and the limited resource deployment on-site in the first monthly review meeting for the project. This situation warranted the manager’s immediate attention to acquire more resources and...Starting at €8.20
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services - Teaching Note
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahTeaching Note IVEY-8B21D012-EInformation Technologies, Service and Operations ManagementTeaching note for product 9B21D012.Starting at €0.00
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services
Shylu John; Pradeep Kartha; Raghavendra Graghu; Bhavin J. ShahCase IVEY-9B21D012-EInformation Technologies, Service and Operations ManagementConcentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX’s global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX’s client. The manager needed to reduce the number of irregularities so that CNX’s agents did not create a negative experience for t...Starting at €8.20
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Dell Computers (B): The Transition
Frei, Frances X.; Edmondson, Amy C.; Harris-Van Keuren, ChristineCase HBS-607081-EService and Operations ManagementSupplements the (A) case. An abstract is not available for this product.Starting at €5.74
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Cleveland Clinic
Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot; Harris-Van Keuren, ChristineCase HBS-607143-EService and Operations ManagementCleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. Explores the methods, processes, and personnel that the hospital has cultivated over the years in order to develop its track record of excellence. In light of this, three expansion opportunities are explored and the operational fit of each is investigated.Starting at €8.20
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New Service Design Exercise, Teaching Note
Frei, Frances X.; Harris-Van Keuren, ChristineTeaching Note HBS-608132-EService and Operations ManagementTeaching Note for [605053].Starting at €0.00
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Cleveland Clinic (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot; Harris-Van Keuren, ChristineCase HBS-611S02Service and Operations ManagementCleveland Clinic está considerado entre la mayoría de los hospitales eminentes de la nación, y durante décadas ha sido un líder en pionero en la atención cardiaca. Explora los métodos, procesos y personal que el hospital ha cultivado a lo largo de los años con el fin de desarrollar su trayectoria de excelencia. A la luz de esto, tres oportunidades de expansión se exploran y se investiga la forma de funcionamiento de cada uno.Starting at €8.20
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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company - Teaching Note
Shylu John; Bhavin J. ShahTeaching Note IVEY-W25822-EInformation Technologies, Service and Operations ManagementTeaching note for product W25821.Starting at €0.00