Services

Case Solution for Golden Star Facilities and Services Pvt. Ltd.
Complete Case details are given below :
Case Name :      Golden Star Facilities and Services Pvt. Ltd.
Authors :           S. Ramakrishna Velamuri, Rishi Raj Kanoria, Anuj Srivastava, Nandita Narayan, Deepti Singh, Jaydev Thampan
Source :             Ivey Publishing
Case ID :            910M98
Discipline :        General Management
Case Length :    11 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The huge growth of information technology (IT) and information technology enabled services (TIES) businesses in India and, in particular, in Hyderabad, led to the establishment of Indian and multi-national companies. With large numbers of employees and thousands of square feet of office space, these companies recognized that maintaining their premises was not part of their core competence and outsourced their housekeeping requirements, thus creating a new industry. A single mother who was unable to make ends meet on her salary as the principal of a catering college grabbed a tiny opportunity to provide cleaning services at the Oracle office in the Cyber Towers at Hyderabad and, over 10 years, built up Golden Star into the third-largest housekeeping services provider in the city, with over 2,000 employees. While maintaining her strong personal ethical values, she built a young, professional team and maintained high standards of professionalism and quality of service. The case is set at the time when she is faced with the typical dilemmas of organic growth: to take on allied functions of office management, such as maintenance of electrical and mechanical equipment – a growing trend in the industry; to expand geographically to manage the offices of her clients in several cities; or to make a huge amount of money by simply selling the business she had built from scratch.
 
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Case Solution for Canada Border Services Agency: The Reorganization
Complete Case details are given below :
Case Name :      Canada Border Services Agency: The Reorganization
Authors :           Jean-Louis Schaan, Ken Mark
Source :             Ivey Publishing
Case ID :            W13396
Discipline :        General Management
Case Length :    15 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
In 2009, after six years of operation and two negative audits, the president of the Canada Border Services Agency is thinking about initiating a reorganization to improve the way the agency is operated. Formed in 2003 from three government departments, the agency has been responsible for a range of activities represented by 90 acts and regulations that cover, for example, border security, immigration, food and plant inspection, intelligence and tax collection. Since its founding, the agency has grown substantially in the number of employees, who are spread out across the country in eight regions; some of them are in unions that are expert in the use of the news media to protect their members’ interests. The lack of up-to-date communication equipment and the complexity of the organizational structure have resulted in an increased response time to matters that need immediate attention both within Canada and with international partners. No attempt has been made to streamline processes; every major initiative thus far has been focused on ensuring that nothing from the current workload gets dropped, processes remain intact and stronger controls are put in place. The president’s challenge is to determine how to initiate anticipatory change. He has a limited term and needs to prepare a detailed action plan if he wants the changes to take effect before he leaves.
 
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Case Solution for Xerox Innovation Group – From Products to Services
Complete Case details are given below :
Case Name :      Xerox Innovation Group – From Products to Services
Authors :           Christopher Williams, Ramasastry Chandrasekhar
Source :             Ivey Publishing
Case ID :            W14066
Discipline :        General Management
Case Length :    13 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The world’s leading documents company is in a transformation mode. From being a provider of cutting-edge technology products for decades, it is moving towards providing product-service combinations. As a person driving this enterprise-wide change, the head of Xerox Innovation Group (XIG) is facing two specific issues. How should XIG become more customer-centric? How should the company build new competencies to provide consistent services across devices and locations for each customer?
 
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Case Solution for Santa Fe Relocation Services: Regional Brand Management
Complete Case details are given below :
Case Name :      Santa Fe Relocation Services: Regional Brand Management
Authors :           Niraj Dawar, Nigel Goodwin
Source :             Ivey Publishing
Case ID :            905A29
Discipline :        Marketing
Case Length :    18 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Sante Fe Relocation Services was a premium provider of relocation services based in Hong Kong. Founded in 1980, the company had built a reputation as a reliable, high-quality packer and mover of household goods. By 2000, the company also offered a full range of relocation support services, including visa and immigration applications, home searching, and cultural and language training. Santa Fe relocated expatriates and their families between Asian countries and between Asia and other regions. The company had its own staff and assets in Asia and managed its international operations through a network of partners. In 2005, the chief operating officer faced three key challenges: differentiating and positioning the brand in a crowded and often price-driven market; incorporating an expanded service line under the original brand and gaining market recognition for those additional services; and managing the brand across the Asian region with an effective balance of standardization vs. local adaptation.
 
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Case Solution for Canadian Blood Services
Complete Case details are given below :
Case Name :      Canadian Blood Services
Authors :           Ron Mulholland
Source :             Ivey Publishing
Case ID :            W11531
Discipline :        Marketing
Case Length :    13 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The marketing manager for Canadian Blood Services (CBS) is concerned about a growing demand for blood – 2 per cent per year – driven by a number of factors, including the decrease of wait times in local hospitals, new operating procedures and increased use or requirements of an aging population. Peak demand seasons coincide with low supply seasons, such as summer and winter holidays. Two issues require attention: the first involves increasing the absolute number of donors, currently in the 400,000 range. Indications are that the percentage of Canadians (four per cent) who donate blood is lower than other countries such as Sweden (five per cent). The second need is to retain more donors and increase the number of donations per donor, per year. The CBS still faces issues stemming from the tainted blood scandal of the 1980s and the subsequent Krever inquiry. They are working to rebuild the trust of the public. The crux of the issue is understanding consumer behaviour toward blood donation. The manager needs to understand the consumer decision process, examine segments, determine a target segment and develop communications to increase both the absolute number of donors and the repeat donations of identified donors.
 
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Case Solution for Hospitality Services – The University of Western Ontario
Complete Case details are given below :
Case Name :      Hospitality Services – The University of Western Ontario
Authors :           Elizabeth M.A. Grasby, Andrew T. Sarta
Source :             Ivey Publishing
Case ID :            905B11
Discipline :        Accounting
Case Length :    19 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The associate director of a university campus reviews two opportunities to improve the profitability of the largest food sales generator on the campus. Low profitability prompts an evaluation of the restaurant mix and a decision regarding operational improvements or more restaurant alternatives.
 
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Case Solution for Calveta Dining Services, Inc.: A Recipe for Growth?
Complete Case details are given below :
Case Name :      Calveta Dining Services, Inc.: A Recipe for Growth?
Authors :           James L. Heskett, Patricia Girardi
Source :             HBS Brief Cases
Case ID :            4261
Discipline :        General Management
Case Length :    13 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when Antonio retired and named his eldest son, Frank, CEO. Frank Calveta now struggles to carry out his father’s directive: double revenues within five years while maintaining the humanistic and emphatically pro-employee company culture. Should he expand beyond the SLF market? Can he continue to maintain the quality level for which Calveta is renowned? Can he contend successfully with organizational and communications challenges?
 
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Case Solution for Telenor (A): From Cellular Networks to Financial Services
Complete Case details are given below :
Case Name :      Telenor (A): From Cellular Networks to Financial Services
Authors :           Shazib E. Shaikh, Syed Zahoor Hassan
Source :             North American Case Research Association (NACRA)
Case ID :            NA0272
Discipline :        Strategy
Case Length :    26 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Telenor Group, based in Norway, experienced stagnating growth in average revenue per user (ARPU) at its 11 subsidiary cellular networks in Europe and Asia. Buying GSM licenses to expand to new markets was now too expensive. Having favoured Telenor Pakistan with more than $1.2 billion of capital expenditure, it was now especially in need of substantial profits from this wholly owned subsidiary. Given this context, Telenor Pakistan and several other subsidiaries were directed to explore diversification avenues. They sought a self-subsisting “growth story.” In the case, we follow how the VP Strategy at Telenor Pakistan presented mobile financial services for the “unbanked” as the way forward. However, at the decision point in the case (March 2008), the central bank of Pakistan had sanctioned only a certain set of business models from which the telecommunications company (telco) had to choose one, if it was to provide mobile financial services. A basic constraint was that the venture should be “bankled.” There were already various novel mobile financial service models in other emerging markets that were making headlines, such as SMART Money in the Philippines and Vodafones’ M-PESA in Kenya. The VP Strategy at Telenor Pakistan had to prepare a presentation to the Board of Directors regarding how to proceed. The major issues and decisions were the following: (1) why and how Telenor Pakistan would achieve a “growth story” by diversifying into financial services; (2) given the peculiarities of the Pakistani market, what type of alliance with a bank should be pursued given the local legal restrictions and the benchmark models in other countries.

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Case Solution for Incentive Contracts For Financial Consultants At Private Client Services Division
Complete Case details are given below :
Case Name :      Incentive Contracts For Financial Consultants At Private Client Services Division
Authors :           Suneel C. Udpa
Source :             North American Case Research Association (NACRA)
Case ID :            NA0172
Discipline :        Accounting
Case Length :    21 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Paul Lui, Executive President at Private Client Services Division (PCSD), had the difficult task of designing a new incentive compensation system for financial consultants at the wealth management division of a mid-tier financial services firm that had limited resources compared to its larger rivals. Luil had many objectives in mind in designing the new incentive compensation system: to motivate financial consultants to stay, perform, and excel; to attract new consultants to fill in the vacated positions; and to generate new business in the face of labor shortages and significant competition from larger firms. How did the current compensation plan at PCSD compare to those of rival firms? How could Lui change the compensation plan for PCSD, given the resource constraints his company faced as a mid-tier financial services firm? Beyond changing compensation plans, what could Lui do to recruit new experienced consultants; stop top producers from leaving; and more generally, improve the morale at PCSD?

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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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