Case

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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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 Pharma Talent: Paying Sales Force Bonuses Within a Fixed Budget

Complete Case details are given below :

Case Name :      Pharma Talent: Paying Sales Force Bonuses Within a Fixed Budget
Authors :           Michael Taylor, Rocky Campana
Source :             Ivey Publishing
Case ID :            W12268
Discipline :        Sales
Case Length :    09 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
This case concerns the bonus structure for a representative sales team. Pharma Talent, a contract sales company for pharmaceutical companies across Canada, promised its clients that its representatives would drive sales at a lower cost than what the client would incur if it had its own sales force. Historically, it had contracts with products that targeted physicians (e.g., prescription drugs or medical devices); however, a new contract in Ontario involved an over-the-counter (OTC) product. Pharma Talent currently had a pay-for-performance bonus structure that had already been revised three times. Nevertheless, due to the structure of the different territories in Ontario, many sales team members thought the bonus was unfair and very discouraging, while its pay-for-performance structure did not meet the clients’ needs.
 
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Case Solution for Time Warner, Inc. and the ORC Patents

Complete Case details are given below :

Case Name :      Time Warner, Inc. and the ORC Patents
Authors :           Paul W. Beamish, John Adamson
Source :             Ivey Publishing
Case ID :            901M59
Discipline :        Negotiation
Case Length :    16 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Optical Recording Corp. (ORC) secured the rights to a technology known as digital optical audio recording. During the time it took to negotiate the final transfer of the technology ownership, it was rumored that some major electronics manufacturers were developing compact disc (CD) players that recorded digital optical audio signals. A patent lawyer advised ORC that the compact disc players and compact discs recently released by these companies might be infringing the claims of ORC’s newly acquired patents. Based on this information, the company proceeded to successfully negotiate licensing agreements with the two largest CD manufacturers. The third largest manufacturer, WEA Manufacturing, a subsidiary of Time Warner, Inc., maintained a position of noninfringement and invalid patents. With the U.S. patent expiration date looming, ORC decided to sue Time Warner for patent infringement. When the defense counsel presented testimony that questioned the integrity of the licensing agreement, ORC’s president realized that the entire licensing program was in jeopardy and must decide whether he should accept a settlement or proceed with the lawsuit.
 
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Case Solution for General Motors Defense

Complete Case details are given below :

Case Name :      General Motors Defense
Authors :           Paul W. Beamish, Changwha Chung
Source :             Ivey Publishing
Case ID :            903M02
Discipline :        Negotiation
Case Length :    13 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
General Motors Defense, a division of General Motors, one of the world’s largest automobile manufacturers, designs and manufactures light armored vehicles. The company is approached by General Dynamics to pursue jointly the U.S. Army’s Brigade Combat Team program. However, General Dynamics made it clear that it would also submit a bid on its own. Contrary to past practices, the chief of staff of the U.S. Army planned to award the multibillion dollar contract within only 11 months. The executive director of General Motors Defense has to decide whether the company should bid-it-alone or submit a joint venture bid with General Dynamics.
 
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Case Solution for National Hockey League Collective Bargaining Agreement

Complete Case details are given below :

Case Name :      National Hockey League Collective Bargaining Agreement
Authors :           Michael Sider, Jeremy Yip, Phil Ward, Steve Dempsey
Source :             Ivey Publishing
Case ID :            905C01
Discipline :        Negotiation
Case Length :    07 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The National Hockey League’s (NHL’s) collective bargaining agreement was due to expire on September 15, 2004. As executive director of the NHL Players’ Association, it is Bob Goodenow’s responsibility to negotiate a new agreement in the players’ best interests. The NHL has demanded that a salary cap be imposed in the next collective bargaining agreement and has threatened a lockout by owners if the Players’ Association does not agree. The NHL has implemented a successful communications strategy and gained public support. Goodenow must decide how to proceed to gain a favorable position going into the negotiations and retain the loyalty of the fans on which the sport depends.
 
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Case Solution for Nora-Sakari: A Proposed JV in Malaysia (Revised)

Complete Case details are given below :

Case Name :      Nora-Sakari: A Proposed JV in Malaysia (Revised)
Authors :           Paul W. Beamish, R. Azimah Ainuddin
Source :             Ivey Publishing
Case ID :            906M06
Discipline :        Negotiation
Case Length :    21 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Presents the perspective of a Malaysian company, Nora Bhd, trying to establish a telecommunications joint venture with a Finnish firm, Sakari Oy. Negotiations have broken down between the firms. Asks students to restructure a win-win deal.
 
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