CASE 2 FOUR CUSTOMERS IN SEARCH OF SOLUTIONS OVERVIEW Four telephone subscribers from the same street in a suburb of Toronto complain individually to Bell Canada about a variety of different problems. Is there more to each problem than might appear on the surface? Does it offer Bell a marketing opportunity? TEACHING OBJECTIVES • Provoke a discussion of the potential underlying causes of consumer complaints. • Highlight the fact that complaints are often opportunities in disguise‚
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Case Study Presenting a case to a teacher is same as presenting it in front of a jury. You need to have structured and solid arguments to convince the jury (teacher‚ in your case) and prove your point. If you are an excellent lawyer‚ you can even convince the jury that your defendant is not guilty even if he is (not ethical‚ of course). The bottom line is: you need to structure your case analysis. Although every case analysis more or less follows the same pattern; there is a slight variation depending
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A Review of the IDEO Process Ron Moen October 25‚ 2001 Innovation is now the centerpiece of corporate strategies and initiatives. However‚ barriers to creativity abound. Innovation and structure are like oil and water. Bureaucracy does not allow risk. Experts can inadvertently block an innovation by saying‚ “It’s never been done that way.” IDEO is a widely admired‚ award-winning design and development firm in Palo Alto‚ California. For founder David M. Kelley and his colleagues‚ work is
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Employee Loyalty Yes Yes Yes Yes Sustained Competitive Advantage Strength and Sustainable Distinctive Competence Marriott has a few distinctive competencies that are the driving force in their company. Superior efficiency is evident in their personnel. Marriott has been named by Fortune Magazine as on of the "100 Best Companies to Work For" and one of the "Top 50 Companies for Minorities" (Marriott is‚ 2004). They are also very concerned with minimizing employee turnover because of the high costs associated
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International HRM Case Study Individual Assignment Background information on the Organization Brunt Hotels‚ PLC‚ owns more than 60 hotels throughout the United Kingdom. They recently acquired a small hotel chain headquartered in France. Brunt’s chief executive decided that half of the new hotels in France would be retained and re-branded as part of the Brunt Hotels Group; the other half will be sold. This will support Brunt’s strategic objective of growing the organization slowly to make
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Professor Thomas R. Piper and writer Jeffrey DeVolder prepared this case solely as a basis for cla ss discussion and not as an endorsement‚ a source of primary data‚ or an illustration of effective or ine ffective management. The authors thank John A. Schweig of W. W. Grainger‚ Inc. (HBS MBA 1983)‚ and Mary A. Noonan of Arrow Electronics (HBS MBA 1990)‚ for their valuable contributions to the development of this case. This case‚ though based on real events‚ is fictionalized‚ and any resemblance
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is one of the most common causes of abdominal pain. In the United States‚ 250‚000 cases of appendicitis are reported annually‚ representing 1 million patient-days of admission. The incidence of acute appendicitis has been declining steadily since the late 1940s‚ and the current annual incidence is 10 cases per 100‚000 populations. Appendicitis occurs in 7% of the US population‚ with an incidence of 1.1 cases per 1000 people per year. Some familial predisposition exists. In Asian and
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encounters." A parishioner at Oak Hill Uni Xerox Case Study Analysis Xerox Case Study Analysis The challenge facing Xerox and its management is complex‚ challenging and probably not unique. The company had been dependent on its highly trained sales force to turn a profit on their existing products and had not focused on new product opportunities until the develop Premium 1039 Words 5 Pages Case Study Case Study Analysis Summary ABC‚ Inc. recruiter Carl Robins has
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Case Studies Definition: A case study is an in-depth study of one person. Much of Freud’s work and theories were developed through individual case studies. In a case study‚ nearly every aspect of the subject’s life and history is analyzed to seek patterns and causes for behavior. The hope is that learning gained from studying one case can be generalized to many others. Unfortunately‚ case studies tend to be highly subjective and it is difficult to generalize results to a larger population. Types
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EXPERIENCE HBR.ORG Case Study The Experts Bruce Chizen (bruce@ chizenventures.com) is a venture partner at Voyage Capital in Seattle and a senior adviser at Permira Advisers‚ which is headquartered in London. He was previously the CEO of Adobe. ILLUSTRATION: MONICA HELLSTRÖM Debra Benton (debra@ debrabenton.com) is an executive coach‚ the founder of Benton Management Resources in Livermore‚ Colorado‚ and the author of CEO Material: How to Be a Leader in Any Organization
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