Search results
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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
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Singapore Post Ltd.: Recurrent Service Failures - Teaching Note
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaTeaching Note IVEY-8B19D021-EService and Operations ManagementTeaching note for product 9B19D021.Starting at €0.00
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Administration: Organizing and Governing Innovation
Terwiesch, Christian; Ulrich, Karl T.Book Chapter HBS-3446BC-EService and Operations ManagementInnovation isn't just hoping for serendipity and counting on random inspirations--innovation can be managed as a process. Organizational decisions therefore must be made for innovation processes, and yet too often companies fail to make them. As a result, their decisions end up being made informally--if at all. This chapter focuses on four critical decisions that should shape the organization and governance of your innovation process. This chapte...Starting at €8.20
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Uber(US): The Push for Autonomous Vehicles
Thompson S.H. Teo; Vivien K.G. LimCase IVEY-9B20D022-EService and Operations Management, StrategySince early 2015, Uber had been investing heavily in research and development for its autonomous vehicles to revolutionize the ride-hailing industry and provide better ways of competing and fulfilling its promise of profitability to investors. Constant inStarting at €8.20
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SMRT: Getting Back on Track - Teaching Note
Thompson S.H. Teo; Cherie Heng; Cheryl Lee; Zhuoran Liu; Shi Qing Ng; Xinyi Sherry YuanTeaching Note IVEY-8B18D004-EService and Operations ManagementTeaching note for product 9B18D004.Starting at €0.00
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Singapore Post Ltd.: Recurrent Service Failures
Thompson S.H. Teo; Jitao Chen; Felicia, Li Peng Lim; Yu Zhen Goh; Qian Bing Lim; Pei Yi Lee; Shi Khin Tan; Vanessa Jia Hui KwaCase IVEY-9B19D021-EService and Operations Management, StrategyFor 160 years, Singapore Post had been one of Singapore’s main postal service providers, delivering trusted and reliable postal services to homes and businesses. However, in 2019, Singapore Post was plagued by recent service lapses and operational problemStarting at €8.20
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Saladstop!: Service Environment and Design
Sheryl E. Kimes; Thompson S.H. Teo; Iswarya LoganathanCase IVEY-9B21D010-EService and Operations ManagementIn May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused...Starting at €8.20
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Introduction: Innovation Tournaments Help to Identify Exceptional Opportunities
Terwiesch, Christian; Ulrich, Karl T.Book Chapter HBS-3418BC-EService and Operations ManagementIn the game of innovation, no bet comes with a guarantee--there will always be risk involved. But that doesn't mean you can't become a better player by shifting the odds in your favor. Although some individual innovations can have fantastic returns, simply spending more on innovation overall won't necessarily lead to increased profits. A tool called the "return curve" will help you see the differences between marginal innovation opportunities and...Starting at €8.20
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Short-Term Profitability: Analyzing Near-Horizon Opportunities
Terwiesch, Christian; Ulrich, Karl T.Book Chapter HBS-3442BC-EService and Operations ManagementInnovation aims to create exceptional value. Deciding which of your opportunities is truly exceptional is thus a critical element of the innovation process. In the early rounds of an innovation tournament, opportunities with the most promise are identified subjectively, but in the later rounds, when the field of opportunities has narrowed, you should augment and enhance your subjective judgments with quantitative analysis. This chapter provides t...Starting at €8.20
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Interdependence: Forming Opportunity Portfolios--Understanding Innovations in Context
Terwiesch, Christian; Ulrich, Karl T.Book Chapter HBS-3443BC-EService and Operations ManagementYou can't maximize the success of a soccer team by hiring the best individual players. Similarly, you don't obtain the best innovation portfolio by picking those opportunities that are--in isolation--the most valuable. Considering each opportunity independently and simply selecting the most valuable ones fails because of interdependencies among them. Portfolio management, therefore, is about understanding interdependencies. This chapter introduce...Starting at €8.20