Service Management

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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Case Solution for Chantale and Clinton Call for Service

Complete Case details are given below :

Case Name :      Chantale and Clinton Call for Service
Authors :           Michael Taylor, Rocky Campana
Source :             Ivey Publishing
Case ID :            909A05
Discipline :        Service Management
Case Length :    08 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Chantale and Clinton have purchased a new refrigerator from The Canadian, one of the largest department store chains in Canada. It subsequently began to malfunction. After receiving poor service from the vendor’s repair division, they were wondering what to do next. Do nothing, and assume it was an isolated incident? Vow never again to deal with this vendor and brand? Write a letter of complaint to the vendor and demand an apology or other compensation? Underlying all these questions was the issue: Was it worth the trouble? The case can be used to illustrate consumer behavior in marketing management, with emphasis placed on controllable and uncontrollable factors that influence individual buyer behavior. It can also be used in a service marketing setting, where issues of service failure and recovery can be emphasized.
 
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Case Solution for Playa Dorada Tennis Club: Expansion Strategy

Complete Case details are given below :
Case Name :      Playa Dorada Tennis Club: Expansion Strategy
Authors :           W. Earl Sasser Jr., Brent Kazan
Source :             HBS Brief Cases
Case ID :            4221
Discipline :        Service Management
Case Length :    11 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space is limited. The director of tennis operations analyzes court capacity, usage history, pricing, and other factors as he assembles a plan for expansion. He must also consider how his strategy affects other divisions of the Playa Dorada Corporation, including finance, operations, marketing, and sales. Can he transform the resort’s tennis operations into a profit center? To prepare for case discussion, students complete a quantitative analysis of past and expected future usage of the tennis facilities and formulate a growth strategy.
Subjects Include: Service Management, Operations Management, Aggregate Planning, Capacity Planning, Pricing Strategy, Production Controls, Seasonal Demand and Resort Management.
 
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Case Solution for Porcini’s Pronto: “Great Italian cuisine without the wait!”

Complete Case details are given below :
Case Name :      Porcini’s Pronto: “Great Italian cuisine without the wait!”
Authors :           James L. Heskett, Richard Luecke
Source :             HBS Brief Cases
Case ID :            4277
Discipline :        Service Management
Case Length :    12 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Porcini’s Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini’s serves high-quality Italian cuisine made from fresh ingredients. Looking for expansion opportunities, management considers launching a new chain of lower-cost, limited-menu restaurants called Porcini Pronto. The new outlets will be located along busy interstate highway exits in the region and will serve outstanding Italian food at reasonable prices to both travelers and local residents. Management is concerned that a poor customer experience at Porcini Pronto could tarnish the company’s well-established and successful restaurant brand. The management team asks the vice president of marketing to develop the concept and to create an operating strategy for the new outlets. The VP must also analyze three alternative expansion strategies before management will make any commitments to the project. If Porcini’s builds and operates the new restaurants, the company will maintain complete control of operations and the customer experience but expansion will take a very long time. Franchising and syndication are two other options which provide faster expansion but introduce the risk of losing control of the brand. The VP must analyze the options and make his final recommendation.
 
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Case Solution for WrapItUp: Developing a New Compensation Plan

Complete Case details are given below :
Case Name :      WrapItUp: Developing a New Compensation Plan
Authors :           W. Earl Sasser Jr., Rachel Shelton
Source :             HBS Brief Cases
Case ID :            4362
Discipline :        Service Management
Case Length :    11 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store managers to planning the menu. Management is concerned that employee turnover is high, customer satisfaction is decreasing, and revenue growth is flat. The newly hired human resources leader believes addressing employee turnover can help solve the other problems. She develops a profit-sharing program as a pilot at two restaurants. The managers in the pilot program have their compensation tied directly to restaurant profits. The program also allows managers to customize menus, work with local suppliers, and try different promotion ideas. After six months, profits at the pilot locations improve while customer reviews are mixed. The HR manager must review the complete results and decide whether to roll out the pilot program to more locations, modify the program, or abandon it altogether. Students consider the operational challenges of running a service business and the issues related to compensation, change management, and employee autonomy.
 
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