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Shangri-La Hotels
Campbell, Dennis; Kazan, BrentCase HBS-108006-EService and Operations ManagementIn November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major iStarting at €8.20
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Preventing Another Madoff: Reengineering the SEC's Investigation Process
Fagan, MarkCase HBS-KS1138-EService and Operations ManagementBernard Madoff perpetrated a $60 billion fraud that lasted for more than a decade. The fallout ruined the lives of many of his investors and significantly damaged the reputation of the Securities and Exchange Commission (SEC). How did the federal agency entrusted to protect investors fail to discover the Ponzi scheme? The question is more salient because a financial expert alerted the SEC to the likely fraud and was ignored, not just once, but ma...Starting at €8.20
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Improving the Flow of People: The Victoria Station Redesign
Fagan, Mark; Stuart, GuyCase HBS-KS1244-EService and Operations ManagementTransport for London is in charge of an extensive network of Underground (metro) stations, some of which are more congested than others. This case looks at capacity planning, with the heavy-traffic Victoria Station as its primary focus. The case provides an overview of the main activities an Underground rider must carry out to either enter the station and eventually board the train, or else alight from the train and exit the station. The case pro...Starting at €8.20
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Playa Dorada Tennis Club: Expansion Strategy
Sasser, W. Earl, Jr.; Kazan, BrentCase HBS-4221-EService and Operations ManagementWhen students have the English-language PDF of this Brief Case in a coursepack, they will also have the option to purchase an audio version. Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space is limited. The director of tennis oper...Starting at €8.20
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Out Foxing the Flu
Fagan, Mark; Perez, DanteCase HBS-KS1143-EService and Operations ManagementEfficiently and effectively providing flu shots on a college campus is the challenge that faces the school's director of health services. After a failed flu shot program the year prior and the resulting epidemic, the director must ensure students, faculty and staff receive the shot this year. Benchmarking reveals that a single day flu shot marathon has been successful on other campuses but lines must be managed to limit waiting time. The reader i...Starting at €8.20
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Queuing Theory to the Rescue: Managing Security Screening Lines at Logan Airport
Fagan, Mark; Perez, DanteCase HBS-KS1152-EService and Operations ManagementLines at airports, at the ticket counter, security screening or at the gate, make air travel a stressful experience. Queues are especially problematic during peak travel periods when space and processing capacity are constrained. These are the concerns on the mind of an Assistant Federal Security Director as she plans for the expansion of flights at one of Boston Logan Airport's terminals. Space limitations restrict the number of screening lanes....Starting at €8.20
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Playa Dorada Tennis Club: Expansion Strategy, Teaching Note
Sasser, W. Earl, Jr.; Kazan, BrentTeaching Note HBS-4222-EService and Operations ManagementTeaching Note for 4221.Starting at €0.00