Service Management

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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Case Solution for Comfort Class Transport: Does Customer Service Need an Overhaul?
Complete Case details are given below :
Case Name :      Comfort Class Transport: Does Customer Service Need an Overhaul?
Authors :           Michael J. Roberts, Paul E. Morrison
Source :             HBS Brief Cases
Case ID :            4374
Discipline :        Service Management
Case Length :    11 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company’s customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someone and about abandoned calls. On the other hand, customer satisfaction with the firm’s fleet vehicles and drivers is extremely high. The general manager worries that call center service quality will limit the company’s ability to expand operations into new markets. The company’s founder has asked the general manager to look into the problems and propose solutions. Students must analyze the capacity utilization and demand for the call center while also considering the costs of problems including abandoned calls.
 
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Case Solution for Delwarca Software Remote Support Unit
Complete Case details are given below :
Case Name :      Delwarca Software Remote Support Unit
Authors :           Roy D. Shapiro, Paul E. Morrison
Source :             HBS Brief Cases
Case ID :            913541
Discipline :        Service Management
Case Length :    07 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical software support issues around software installation and upgrades, malware attacks, and processing failures. The manager of the remote support unit implemented a new triage program for customer calls hoping to reduce customer wait time, improve customer satisfaction, and reduce costs. After one year, customer dissatisfaction is at an all-time high and he must perform a quantitative analysis of the current process, considering wait times for customers as well as cost per call, before making a final recommendation. This case can be used in a first-year MBA course in Service Management or Operations Management or a course in industrial engineering. It can also be used to introduce simple queuing theory.
 
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Case Solution for West Coast University Student Health Services–Primary Care Clinic
Complete Case details are given below :
Case Name :      West Coast University Student Health Services–Primary Care Clinic
Authors :           David Wylie, Ashok Rao, Jay Rao, Ivor Morgan
Source:              Babson College
Case ID:             BAB034
Discipline :        Service Management
Case Length :    18 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Integrates issues in service operations, organization behavior, and applications of management science models such as simulation and queuing theory. A complete analysis of the case includes understanding process flows, computing utilization levels, and using models of the stochastic arrival rate and service rates of the existing and proposed systems. In addition, considers the managerial issues involved in running an ambulatory care center. The Primary Care Clinic (PCC) is the only walk-in clinic on campus and presently works under a triage system. The Student Health Services (along with PCC) is scheduled to move to a new facility. The director of the PCC views the move as a good opportunity to review and improve on the present service delivery process and system. Three broad objectives have been identified for the new system: reduce the waiting time for seeing a healthcare provider, transform the perception of the clinic as an impersonal bureaucracy, and improve student perceptions (especially nonusers) about the performance and effectiveness of the PCC. To achieve these objectives, a new system of clinician teams (doctors and nurse practitioners) has been proposed.

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Case Solution for Mongols BBQ
Complete Case details are given below :
Case Name :      Mongols BBQ
Authors :           Jay Rao
Source:              Babson College
Case ID:             BAB035
Discipline :        Service Management
Case Length :    08 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
This case describes the operations of a limited-menu restaurant to illustrate the following topics: restaurant as an operating system; cost structure in a limited-menu restaurant; areas of competitive advantage; basic process analysis in a service situation; and the development of a formula for a multisite concept.

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