Service

Case Solution for Trojan Technologies, Inc.: Organizational Structuring for Growth and Customer Service
Complete Case details are given below :
Case Name :      Trojan Technologies, Inc.: Organizational Structuring for Growth and Customer Service
Authors :           John H. Eggers, Greg Upton
Source :             Ivey Publishing
Case ID :            99M019
Discipline :        General Management
Case Length :    08 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
A group of Trojan Technologies, Inc. employees grappled with the issue of how to structure the business to interact effectively with its customers and manage the company’s dramatic growth. The London, Ontario manufacturer of ultraviolet water disinfecting systems believed that strong customer service was key to its recent and projected growth and had come to the realization that changes would have to be made to continue to achieve both simultaneously. The group hoped to develop a structure to address these issues. The executive vice president was to lead the development and implementation of the new structure. The transition to the new structure was to coincide with the new fiscal year.
 
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Case Solution for Invensis Technologies (P) Ltd: A Global BPO Service Provider from India
Complete Case details are given below :
Case Name :      Invensis Technologies (P) Ltd: A Global BPO Service Provider from India
Authors :           Vaidyanathan Jayaraman, Yadong Luo
Source :             Ivey Publishing
Case ID :            907E22
Discipline :        General Management
Case Length :    19 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The executive director of Invensis Technologies (P) Ltd. (Invensis), met with the chief operating officer and vice-president of human resources to address two major challenges that the company was facing. The first challenge was the increased pressure on Invensis to remain competitive and cut costs while providing premium customer service. Clients were expecting more every day from their business process operations. The other challenge was that of building an engaged and committed workforce. While the attrition rate in the information technology (IT) sector was low, the IT-enabled services (ITES) sector continued to show high levels of attrition. The executive director wondered whether the company’s structured approach towards working on an outsourcing project would help build credibility and differentiate it in the market place and how he could reduce the high attrition rate of ITES.
 
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Case Solution for India’s Mewar Dynasty: Upholding 76 Generations of Service and Custodianship
Complete Case details are given below :
Case Name :      India’s Mewar Dynasty: Upholding 76 Generations of Service and Custodianship
Authors :           K. Ramachandran, John Ward, Rachna Jha, Sachin Waikar
Source :             Ivey Publishing
Case ID :            W11496
Discipline :        General Management
Case Length :    18 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
There are not many families in the world that can claim continuity of existence for over 76 generations in either business or otherwise. Families that manage such a feat tend to have strong roots of values and culture that are in line with the basic principles of trusteeship – to preserve and grow wealth (both material and spiritual) for the benefit of future generations. This case is based on the history of and current challenges faced by such a family, the Mewar dynasty from India.
 
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Case Solution for WorldSpace Satellite Digital Radio Service
Complete Case details are given below :
Case Name :      WorldSpace Satellite Digital Radio Service
Authors :           Srinivasan Sunderasan
Source :             Ivey Publishing
Case ID :            W11518
Discipline :        General Management
Case Length :    16 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Termination of WorldSpace India operations in 2009 was a part of restructuring efforts of the Maryland, U.S.-based parent company that had filed for bankruptcy in October 2008. As of June 30, 2008, WorldSpace Inc. (later 1 WorldSpace) had listed debt of US$ 2.1 billion and assets of US$ 307.4 million and had sought bankruptcy protection to help raise fresh funding to repay its debts. The parent’s two regional satellites, AfriStar and AsiaStar, and related ground assets had been acquired by U.S.-based Liberty Media, which also owned 40 per cent of satellite radio service provider Sirius XM Radio . The termination of WorldSpace raised a series of questions regarding early mover disadvantages, business ideas and pricing strategy. Analysts further extended the arguments to draw parallels with the likes of Iridium to question strategic decisions relating to the service-hardware mix, service provision and pricing, power of complementors, power of substitutes and overall, the consumers’ willingness to pay for incremental choice.
 
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Case Solution for British National Health Service Reform
Complete Case details are given below :
Case Name :      British National Health Service Reform
Authors :           Anne Snowdon, Alexander Smith, Luca Pisterzi
Source :             Ivey Publishing
Case ID :            W14286
Discipline :        General Management
Case Length :    16 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
In 2012, a highly controversial bill was passed that called for major reform and restructuring of Britain’s government healthcare system, the National Health Service. Public opinion of the reform was both highly polarized and volatile. The Secretary of State for Health faces two tasks: addressing key issues to ensure successful implementation of the reforms and developing a plan to ensure both long-term and short-term success.
 
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Case Solution for HDFC Life Insurance: Building a Service Brand
Complete Case details are given below :
Case Name :      HDFC Life Insurance: Building a Service Brand
Authors :           S. Ramesh Kumar, Akshat Kumar
Source :             Ivey Publishing
Case ID :            W12274
Discipline :        Marketing
Case Length :    09 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
HDFC Life Insurance (HDFC Life) was competing in a changing environment as established banks began entering the insurance business. Even though several brands in the category advertised with different positioning strategies, consumers were not receptive. HDFC Life commissioned a survey that seemed to lead the senior manager of digital marketing to a dead end. The challenge was to introduce a differentiation that could be associated with the HDFC brand despite the limitations of the category and the unreceptive mindset of the target segment. The case also takes into consideration the changing lifestyles of potential insurance buyers in India, their new interest in purchasing insurance online and the complexities of developing a services brand in an emerging market.
 
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Case Solution for Wonder la: A Brand in the Service of Fun
Complete Case details are given below :
Case Name :      Wonder la: A Brand in the Service of Fun
Authors :           Sanal Kumar Velayudhan, Kochouseph Chittilappilly
Source :             Ivey Publishing
Case ID :            W14176
Discipline :        Marketing
Case Length :    16 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The performance of Wonderla, the leader in the amusement park industry in South India, for the year 2011/12 could not be better. It grew at 30 per cent with more than one million customers visiting each of its two parks in Kochi and Bangalore. It also completed the development of a three-star hotel in its Bangalore park. Its growth is creating challenges that it has not faced before. The chief executive officer is concerned with the issue of prioritizing investment among its different businesses as the existing amusement parks are growing and new parks are being planned in two new locations. At the same time, effort is required to create demand for the hotel business. The concern extends beyond investment to examining the option of leveraging the brand Wonderla, which stands for “Fun,” to its hotel, with attendant implications for that business and for the brand and its image.
 
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Case Solution for Hongxing Auto Sales and Service Co.
Complete Case details are given below :
Case Name :      Hongxing Auto Sales and Service Co.
Authors :           James E. Hatch, Yuan Shi, Wei Sun
Source :             Ivey Publishing
Case ID :            909N31
Discipline :        Finance
Case Length :    10 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The Li family, the sole owners of Hongxing Auto Sales and Service, are ready to sell the company. They must determine how much the business is worth and the best method of negotiating the sale of the business. This case deals with the valuation of a small, privately-owned business, and will develop students’ skills in sizing up a business and placing a value on a business using a variety of methods, including liquidation value, discounted cash flow and price-earnings multiples.
 
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Case Solution for Ornge: Improving Service Levels
Complete Case details are given below :
Case Name :      Ornge: Improving Service Levels
Authors :           Murray Bryant, Ken Mark
Source :             Ivey Publishing
Case ID :            910M92
Discipline :        Accounting
Case Length :    10 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Ornge’s management team is taking a look at its helicopter service contract, which accounts for 42 per cent of its annual costs. The firm is a not-for-profit organization tasked with providing air and ground ambulance services for Ontario. In the past, Ornge has subcontracted helicopter service to a service provider. But an analysis conducted within Ornge suggests that owning the helicopters might save the firm a lot of money. Any savings could be reinvested, allowing Ornge to respond to more service calls per year. There are benefits and drawbacks to each of the options facing Ornge and Dr. Christopher Massa and his team are trying to determine which option makes the most sense for the firm. The Ornge case allows students to look at a simple capital budgeting situation in the not-for-profit sector. It also provides insight into innovative business models considered by firms outside the private sector.
 
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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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