Search results
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Zappos.com:Developing a Supply Chain to Deliver now!
Hoyt, David; Marks, MichaelCase SGSB-GS65-EService and Operations ManagementZappos was founded in 1999, during the Internet boom, to sell shoes online. The company’s founding premise was to provide the ultimate in selection to its customers—all brands, styles, sizes, and colors. Zappos organized all aspects of its business (including recruiting, culture, call center, inventory, website, and supply chain) to provide the best possible service—it wanted to “wow” everyone who interacted with the company, from customers to e...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A) (Portuguese Version, Brazil)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-PBMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Eurostar and the Channel Tunnel Incident (B): Eurostar's Immediate Reaction
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1256-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers trapped under the English Channel in December 2009 due to a train failure and poses questions related to how managers should have reacted to the situation. The main issues discussed in the case relate to how the firm should have reacted to this service failure. The (B) case describes the actions taken by Eurostar management immediately following the incident.Starting at €5.74
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Macsa: Making the Transition from Products to Projects
García Pont, Carlos; Rocha e Oliveira, Paulo; Valadas, JorgeCase M-1255-EMarketing, Service and Operations ManagementMACSA competed in the coding and product identification industry, as it proportioned firms with the ability to trace all of its products form raw material to the end consumer. Their traditional strategy had been to sell "products" such as ink-jet printers, lasers, and labeling machines. In recent years, the company started to sell "projects" which included machines, software, and consulting. The case describes the challenges faced by the CEO and ...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (C): The Aftermath
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1257-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers trapped under the English Channel in December 2009 due to a train failure and poses questions related to how managers should have reacted to the situation. The main issues discussed in the case relate to how the firm should have reacted to this service failure. The (C) case describes the aftermath of the incident, including the conclusions of the external investigations that were conducted.Starting at €5.74
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Zappos.com: el desarrollo de una cadena de suministro para deslumbrar al cliente
Hoyt, David; Marks, MichaelCase SGSB-GS65ESService and Operations ManagementA finales de 2008, menos de 10 años después de su fundación, Zappos anticipaba alcanzar ventas brutas anuales pormil millones de dólares. Cuando su fundador propuso por primera vez la idea de vender zapatos en línea, el concepto fue recibido con intenso escepticismo. A pesar de los retos, la empresa había logrado un éxito espectacular.Era el minorista de zapatos en línea más grande del mundo, era rentable, crecía rápidamente y tenía una reputació...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A) (Chinese Version)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-ZHMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20