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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