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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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Kaizen in Translation: Suggestion Systems Across Cultures
Weiss, Elliott N.; Stevenson, DonaldTechnical Note DARDEN-OM-1544-EService and Operations ManagementThough the world has recently been described as "flat," we contend that it is also "lumpy." Some managerial practices may be universal (i.e., applicable across all cultures), while others may have to be customized for location. In this technical note, we discuss the application of kaizen principles across cultures. When managers analyze kaizen with cultural values in mind, they may find the key to its practical success, and where relevant values ...Starting at €8.20
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Lean as a Universal Model of Excellence: It Is Not Just a Manufacturing Tool!
Weiss, Elliott N.; Stevenson, Donald; English, AustinTechnical Note DARDEN-OM-1562-EService and Operations ManagementThis is a technical note that describes the history of Lean and explains why it is not just a manufacturing tool. It is used in Darden’s "Management of Service Operations" course elective.Starting at €8.20
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Defining Problems and Opportunities in New Product Development (Part 1)
Hutchison-Krupat, Jeremy; Chao, Raul O.; Stevenson, DonaldTechnical Note DARDEN-OM-1579-EService and Operations ManagementDeveloping new products and services is an iterative process that involves (1) identifying a problem or opportunity that needs to be addressed, (2) generating concepts or solutions that address the problem, and (3) conducting experiments and tests to learn about the success or failure of those concepts. This note describes the first of these activities.Starting at €8.20
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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