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Managing Change in Operations
Landel, Robert D.; Goldberg, RebeccaTechnical Note DARDEN-OM-1376-EService and Operations ManagementThis note's focus is how the robustness of an organization may be due in large part to its ability to build a continuous-improvement cycle solidly into the infrastructure of its culture and operations. Students will learn that when internal or external pressures cause a company to undertake an operational improvement process such as Six Sigma or Lean, managing the human aspects of implementation is critical and utilizing the appropriate tools and...Starting at €8.20
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Six Sigma at the University of Virginia Medical Center (B): Discharge Cycle Time, 2003-04
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1378-EService and Operations ManagementIn this case, students are asked to evaluate the study design and determine the next steps in implementing an enterprise-wide solution to delayed patient discharge time in two units at a medical center. A second Six Sigma study is repeated in these two units with the goal of generating a set of best practices that can be expanded throughout the medical center.Starting at €5.74
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Southeastern Mills: The Eighth Element?
Landel, Robert D.; Goldberg, Rebecca; Moon, AndrewCase DARDEN-OM-1393-EService and Operations ManagementAppropriate for courses in operations management and leadership. Owners and employees of this company spent considerable time and effort developing a unique, extremely successful high-performance work-place culture based on trust and a decentralized structure. Individuals and teams managed their areas with little direct supervision from middle and upper management. Some managers, based on sales opportunities with new, large, and demanding custome...Starting at €8.20
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Southeastern Mills: The Improvement Journey (A)
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1419-EService and Operations ManagementAppropriate for courses in operations design and performance management. Owners and employees of this company spent considerable effort developing a unique, extremely successful high-performance work place culture based on trust and a decentralized structure and little direct supervision from middle and upper management. Now management wants to consider blending a Lean or Six Sigma program into their work-place culture. A Business Process Improve...Starting at €8.20
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Wyeth Pharmaceuticals in 2009: Transformation at the Site Level (B)
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1429-EService and Operations ManagementAppropriate for general management courses emphasizing lean operations strategy implementation and large-scale change management across a network of global manufacturing facilities. In the (A) case, OM 1402, students critique the progress of Operational Transformation Excellence at three first-wave sites in New York and Puerto Rico and offer suggestions for a continuation of the rollout across other Wyeth sites. In this (B) case, the head of TO&P...Starting at €5.74
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Living Lean: Zeke's Tree
Weiss, Elliott N.; Goldberg, RebeccaCase DARDEN-OM-1433-EService and Operations ManagementThis case is part of the "Living Lean" series, which presents accessible, everyday scenarios for a Lean process-improvement journey. In this episode on decision analysis, a father helps his son weigh possible responses to a forgotten vocabulary list.Starting at €8.20
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Zappos Customer Loyalty Team
Laseter, Timothy M.; Carter, Scott; Goldberg, RebeccaCase DARDEN-OM-1452-EService and Operations ManagementZappos' senior leadership must decide whether to continue to schedule the call center shifts based on seniority or to consider a new plan that makes use of Uber-style surge pricing to pay workers higher hourly rates for the more demanding shifts. These shifts also happen to occur when the bulk of the East Coast buyers call in--early in the morning in the Arizona-based call center. Tony Hsieh, Zappos' renowned CEO, sits in on a meeting with the tw...Starting at €8.20
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Napco in 2009: Relaunching the Five Stars Restaurants Project in the Middle East (A)
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1459-EService and Operations ManagementThe area general manager for the National Paper Products Company (Napco) in Riyadh, Saudi Arabia and for Napco’s Consumer Products Company in Dammam, had organized the Riyadh restaurant sector sales force into a more effective mechanism for relationship management and product delivery. The pilot Five Stars Restaurants Project had experienced success in Riyadh, but the first stages of a deploying the Riyadh system to the company’s eight other oper...Starting at €8.20
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Napco in 2009: Relaunching the Five Stars Restaurants Project in the Middle East (B)
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1460-EService and Operations ManagementThis is the B case in the two-part series. The relaunch plan has been explained to Napco executives. It has been decided to require a six-month period of stability in Riyadh before moving forward with the rollout. This would allow them time to gather more customer feedback about the new process as well as address the remaining sales force and QC engineer engagement issues. During these six months, they planned to craft a more detailed plan. They ...Starting at €5.74
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The Perfect Storm: A Low-Performing Biotech Plant
Landel, Robert D.; Goldberg, RebeccaCase DARDEN-OM-1463-EService and Operations ManagementFor the past 12 months, a major pharmaceutical company had rolled out a comprehensive set of cultural changes and breakthrough lean-process activities that were instigated by the need to cut nearly 25% of costs across its key global production facilities. The cultural changes and breakthrough lean-process activities called for aggressive action, and company leadership thought that the company’s cost reduction goal could only be achieved through o...Starting at €8.20