Service Management

Case Solution for Kentucky Fried Chicken in China (A)

Complete Case details are given below :

Case Name : Kentucky Fried Chicken in China (A)

Authors : Allen Morrison, Paul W. Beamish

Source : Ivey Publishing

Case ID : 990G01

Discipline : Service Management

Case Length : 14 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The new vice-president for Kentucky Fried Chicken in southeast Asia, must weigh the growth benefits of investing in China with alternative opportunities in the region. He is at the exploratory stage of market research and is focusing his attention on four possible locations in China. He must also balance his own personal ambitions with the possibilities for failure, not only in China, but the rest of southeast Asia.

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Case Solution for H.M.S. Pinafore

Complete Case details are given below :

Case Name : H.M.S. Pinafore

Authors : John S. Haywood-Farmer, Martin Stapleton, Francis Vanden Hoven

Source : Ivey Publishing

Case ID : 995D15

Discipline : Service Management

Case Length : 07 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The producer of a stage show society needs to use network planning as part of project management to ensure that 10 performances are scheduled well over the next four months. Students will have to construct a network diagram, identify the critical path, and address questions regarding activity crashing. What is particularly unique is that they will have to create a list from the data presented to them at a meeting with the assistant producer.

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Case Solution for Delta Grand Pacific Hotel

Complete Case details are given below :

Case Name : Delta Grand Pacific Hotel

Authors : John R. Kennedy, Tom Gleave

Source : Ivey Publishing

Case ID : 98A005

Discipline : Service Management

Case Length : 15 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

In July 1996, Ross Cunningham, director of sales and marketing for the Delta Grand Pacific Hotel in Bangkok, Thailand, needed to devise a marketing strategy that would ensure the hotel’s success in its very competitive market. Cunningham wanted to ensure that the hotel would maintain and eventually increase its two key benchmarks of performance (occupancy rates and average room rates) by milking the Sukhumvit Micromarket to its fullest potential. Compounding this challenge was the anticipation of a sharp drop in occupancy at the hotel due to the likelihood that an important client contract would not be renewed.

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Case Solution for Samsung Everland: Managing Service Quality (A)

Complete Case details are given below :

Case Name : Samsung Everland: Managing Service Quality (A)

Authors : John S. Haywood-Farmer, Charles Dhanaraj

Source : Ivey Publishing

Case ID : 97D016

Discipline : Service Management

Case Length : 24 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

In late 1994, Mr. Her, president of Joong-Ang Development Co., was concerned with the level of service quality at Yongin Farmland, the company’s theme park located just south of Seoul, South Korea. Despite the service-quality program he initiated when he assumed his present position 14 months ago, the park’s service quality seemed to be less than that of its competitors. He wondered if he had made the right moves, how Farmland could achieve international service quality standards, whether it would be worth doing, and if it would really provide a sustainable competitive advantage. Intended for use in a service-quality module of a service management course.

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Case Solution for Royal Bank of Canada in Thailand

Complete Case details are given below :

Case Name : Royal Bank of Canada in Thailand

Authors : Paul W. Beamish, Bernice Scholten, Leslie Stephenson

Source : Ivey Publishing

Case ID : 98M032

Discipline : Service Management

Case Length : 26 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

After a 15-year absence, the Royal Bank of Canada returned to Thailand in 1997. During a period of high economic instability, the bank must weigh the merits of Thailand versus other markets within Asia-Pacific. This case provides details on subsidiary start-up costs (including staff, capital expenses) and requires decisions on organization/human resources issues as well as the best strategic approach to the market.

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Case Solution for Dabbawallahs of Mumbai (A)

Complete Case details are given below :

Case Name : Dabbawallahs of Mumbai (A)

Authors : Larry Menor, Ramasastry Chandrasekhar

Source : Ivey Publishing

Case ID : 904D11

Discipline : Service Management

Case Length : 22 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The president of the Nutan Mumbai Tiffin Box Suppliers Charity Trust had just returned to his office after meeting with Britain’s Prince Charles, who was on an official visit to Mumbai. The trust was the managing organization of the dabbawallah meal delivery network. The dabbawallah’s service was cited internationally by management scholars and industry executives as exemplary in supply chain and service management as well as delivery reliability. However, many observers now expressed concerns over the future viability of the dabbawallah’s service given the difficulty in duplicating its delivery network elsewhere, the emergence of other lunch competitors in Mumbai, and an array of environmental changes affecting both its customers and the workforce.

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Case Solution for Bonita Bay Marina

Complete Case details are given below :

Case Name : Bonita Bay Marina

Authors : Geoffrey Burgerhoff, John Fitch, William J. Ritchie

Source : Ivey Publishing

Case ID : 905M06

Discipline : Service Management

Case Length : 11 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The Bonita Bay Marina, founded 20 years ago by the Bonita Bay Group, established a reputation of high-quality service delivery. According to the marina’s manager, customers’ high regard for their services was due to the organization’s adherence to a well-defined customer service philosophy known as the E5 Customer Service Philosophy. The manager must decide whether the benefits of pursuing a Clean Marina certification program would bolster the level of service quality and, ultimately, the reputation of Bonita Bay Group in the marketplace. Further evaluation of the current customer service program is needed to determine whether the clean marina certification would complement the existing E5 Customer Service Philosophy and create synergies that would enhance customer perceptions of their services as well as contribute to profit margins for years to come.

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Case Solution for Bloom The Flower Co.

Complete Case details are given below :

Case Name : Bloom The Flower Co.

Authors : Larry Menor, Jacob Cho

Source : Ivey Publishing

Case ID : 904D22

Discipline : Service Management

Case Length : 19 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

With the hope of changing the way Canadians think about purchasing flowers, the owner of Bloom the Flower Co. recognized the importance of the “Wow!” factor and the European florist model in her design of Bloom. Opened in 2002, the Toronto-based florist was continually stocked with a unique array of exotic, cut flowers for everyday purchase or individual or corporate events. Bloom’s service delivery was based on a friendly, welcoming, and laid-back approach that focuses on providing meaningful solutions to an individual’s floral needs. Bloom’s success did not go unnoticed, as several additional younger and hipper floral shops started in the area since Bloom’s opening. A number of business and service management issues must be addressed for Bloom to grow.

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Case Solution for Majestica Hotel in Shanghai?

Complete Case details are given below :

Case Name : Majestica Hotel in Shanghai?

Authors : Paul W. Beamish, Jane Lu

Source : Ivey Publishing

Case ID : 905M35

Discipline : Service Management

Case Length : 17 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

Majestica Hotels Inc., a leading European operator of luxury hotels, was trying to reach an agreement with Commercial Properties of Shanghai regarding the management contract for a new hotel in Shanghai. A series of issues require resolution for the deal to proceed, including length of contract term, name, and staffing. Majestica was reluctant to make further concessions for fear that doing so might jeopardize its service culture, arguably the key success factor in this industry. At issue was whether Majestica should adopt a contingency approach and relax its operating philosophy or stick to its principles, even if it meant not entering a lucrative market.

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Case Solution for Paediatric Orthopaedic Clinic at the Children’s Hospital of Western Ontario

Complete Case details are given below :

Case Name : Paediatric Orthopaedic Clinic at the Children’s Hospital of Western Ontario

Authors : Robert Klassen, Kellie Leitch, Manpreet Hora

Source : Ivey Publishing

Case ID : 908D01

Discipline : Service Management

Case Length : 09 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The chief of paediatric orthopaedic surgery was very concerned by the long times that the young patients (and their parents) were experiencing in the orthopaedic clinic. Long wait times tended to aggravate the already pent-up distress and concern that the patients were facing. The chief glanced at recently collected data on service times and wondered how the process could be improved, while continuing balancing budgetary pressures to reduce costs. Moreover, any changes couldn’t be done in isolation, as her clinic shared resources with other departments. A monthly executive meeting was fast approaching and expectations were starting to run high that her efforts might be able to spur improvements in other departments too.

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