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service management operations strategy

Questions and Answers of Service Management Operations Strategy

Your CPA firm is organizing a one-day-long CSR activity using company time such as cleaning up a dirty road or picking up trash on the beach. A colleague tells you: “This is so stupid. I already
As the CEO of a leading bank in the City of London, you have decided to directly meet protestors in the Occupy London movement. What will you say?
In the landmark Dodge v. Ford case in 1919, the Michigan State Supreme Court determined whether Henry Ford could withhold dividends from the Dodge brothers (and other shareholders of Ford Motor
The California Public Employees’ Retirement System (CalPERS) is one of the world’s largest pension funds and one of the earliest to divest stocks of firms that did not meet its ESG criteria. For
Hypothetically, your MNE is the largest foreign investor in (1) Vietnam, where religious leaders are being prosecuted; (2) Estonia, where ethnic Russian citizens are being discriminated against by
First reported in 1976 in Sudan and Zaire (now called the Democratic Republic of the Congo [DRC]), Ebola has been a known virus for more than four decades. Yet, there is still no effective vaccine or
Many strategy students are interested in consulting— specifically, strategy consulting. Therefore, a deep understanding of the five forces affecting the consulting industry is a must. Before
From India to New Zealand, from Indonesia to Japan, the airline industry in the Asia Pacific region is vast. It carries 30% of the world’s passenger traffic and 40% of the cargo traffic and is
LEGO is everywhere—toys, games, books, magazines, competitions, retail stores, theme parks, and now movies.If all of the approximately 400 billion colorful interlocking bricks ever produced by LEGO
In 2016, BMW celebrated its 100th anniversary. With changes in digital technology, lifestyles, and regulatory requirements, the car industry faces the challenge that people of the future may no
In 1956, when Armand Hammer took over as CEO of a small company, Occidental Petroleum (Oxy), he had a vision for the future that involved multiple businesses and dramatic growth. By the early 1980s,
“You quit Paris, so I quit you.” It may sound like a part of the conversation pertaining to travel or airline industries that debate about the stop of service to Paris, France. However, this is
Since Uber officially launched online taxi reservation in San Francisco in October 2010, many ride-hailing companies have emerged in China, such as Didi Chuxing (hereafter “Didi”), Kuaidi, Yidao
Outsourcing to India—especially in information technology (IT)—has been going on for several decades. This case is on the final frontier of outsourcing to India—commercial surrogacy. Surrogacy
On September 18, 2015, the Volkswagen Group (VW) was served with a notice of violation of the US Clean Air Act by the US Environmental Protection Agency (EPA). The EPA had discovered that VW had
This industry dates back thousands of years, is visible in TV news, is global in nature, and has annual sales of $100 billion. Yet participants do not even agree on how to label it, and most
“The best trick this season won’t be done on skis or a board, it will be worn.” SnowSports Interactive (SSI) executives felt that phrase appropriately described the new technology they were
“The Chinese economy slows down” is one of the leading themes in global business news. Foreign firms interested in the legendary “one billion customers” are advised to adjust their
In the early 1900s, Danish firms rushed to invest in czarist Russia, building engine factories, cement plants, and slaughterhouses. Their advanced technologies gave them competitive advantages in the
If you are a college student in the United States or Canada, you may have heard of (or taken a ride on) Megabus. Its website announces that it is “the first, low-cost, express bus service to offer
Founded in 2003 and based in Abu Dhabi, Etihad Airways is both inspired by Emirates Airlines and a direct competitor of Emirates, which is based in Dubai, a fellow emirate in the United Arab Emirates
Barny Köpf had just returned from Spoga, the international trade fair for outdoor equipment and furniture held in Germany. Despite the global economic crisis, the results achieved at the fair had
OPEC The Organization of the Petroleum Exporting Countries (OPEC) was founded by Iran, Iraq, Kuwait, Saudi Arabia, and Venezuela in 1960. Headquartered in Vienna, Austria, since 1965, OPEC currently
Although most readers of this book probably have never heard of AGRANA, virtually everybody has heard of Coca-Cola, Danone, Hershey Foods, Nestlé, PepsiCo, and Tyson Foods. Headquartered and listed
The Opportunity of a Lifetime In September 2008, Lehman Brothers went bankrupt. Britain’s Barclay Capital bought Lehman’s North America operations for $3.75 billion. Lehman’s assets in Asia and
On June 27, 2017, a malware infection—NotPetya—began spreading from Ukraine. It affected firms in many countries, although the greatest impact was in Ukraine. As a result of this malware
On June 16, 2016, the world’s biggest Disneyland opened in Shanghai with a great deal of fanfare. It features a supersized 200-foot-tall castle. In comparison, the height for similar castles in
Founded in 1938, Samsung Group is South Korea’s leading conglomerate. It has 320,000 employees in 510 units in 80 countries, with more than $300 billion in annual revenues in 2019. The flagship
Founded in 1939 in a garage, Hewlett-Packard is the original Silicon Valley company. The “HP Way” is the legendary culture of innovation and creativity that the iconic company had codified and
While corporate social responsibility (CSR) is always a voluntary activity, the Indian government has mandated that CSR is a must—among the first such government actions in the world. Specifically,
Wolves are the planet’s most widespread land-based large mammals. They used to be humans’ most direct competitors for meat. As a result, the Big Bad Wolf occupied a center stage in our psyche as
Some argue that globalization has gone too far. Others argue that globalization, despite its imperfections, makes the world better. What are the ethical dilemmas in each position? What do you think?
Critics argue that MNEs, through FDI, both exploit the poor in poor countries and take jobs away from rich countries. If you were the CEO of an MNE from a developed economy or from an emerging
The 2020 coronavirus crisis has been devastating. However, not all industries and not all firms have suffered. Some may have profited from these events. Why have some industries and some firms
As the CEO of a fast-moving firm (such as Zoom), use the strategy tripod to analyze what the leading challenges for your firm’s internationalization will be.
What are some of the darker sides associated with globalization? Why are negative attitudes toward globalization growing in some parts of the world?Since the swing of the pendulum is likely to move
Two scenarios about the future of the global economy in 2050 have emerged. Known as “continued globalization,” the first scenario is a (relatively) rosy one. Spearheaded by Goldman Sachs, whose
Why do price wars often erupt in certain industries (such as the automobile industry) but less frequently in other industries (such as the diamond industry)? What can firms do to discourage price
Compare and contrast the five forces affecting the cruise industry, fashion industry, airline industry, and automobile industry(1) on a worldwide basis (2) in your country.Which industry holds more
As a manager, is it ethical to threaten your suppliers? Your buyers?
Conduct a five forces analysis of the business school industry or the higher education industry. Identify the strategic group to which your institution belongs. Then use this analysis to explain why
ON ETHICS: “Excessive profits” coming out of monopoly, duopoly, or any kind of strong market power are often targets for government investigation and prosecution (for example, Google and Facebook
A powerful new entrant is likely to drive many smaller incumbent firms out of business and their employees out of work. As CEO of a multinational visiting a small country that your firm plans to
The automobile industry in the next 20 years will look very different from how it has looked over the last 100 years.Since the establishment of the automobile’s dominant design in the 1920s, the
Pick any pair of rivals (such as Boeing and Airbus, Apple and Samsung, Toyota and Volkswagen) and explain why one outperforms another.
Conduct a VRIO analysis by ranking your school in terms of the following five dimensions relative to the top three rival schools. If you were the dean with a limited budget, where would you invest
The Closing Case introduces H-E-B, which is 115 years old. Find another firm in any industry and any country that has also survived more than 100 years. Find the “secrets” behind the longevity of
Highly successful firms ranging from Standard Oil in the 1910s to Facebook in the 2020s have been accused by the US government and many critics for engaging in “unfair” competition to “crush
Founded in 1905, H-E-B is a supermarket chain headquartered in San Antonio, Texas. It operates more than 400 stores throughout Texas and Mexico, with brands such as Central Market, H-E-B, H-E-B Plus,
How does the institution-based view complement and differ from the industry-based and resource-based views? Why has the institution-based view become a third leg in the strategy tripod?
Find one example of institutional transitions from developed economies and one example from emerging economies. What are their similarities and differences?
Assuming you work for a New Zealand company exporting a container of kiwi fruit to Haiti. The customs official informs you that there is a delay in clearing your container and it may last a month.
Social media firms’ strategy has three pillars:(1) keeping user addicted to the content, (2) collecting data about user behavior, (3) selling advertisements targeting specific users. Do you
Some argue that guanxi (relationships and connections) is a unique Chinese-only phenomenon embedded in the Chinese culture. As evidence, they point out that the word guanxi has now entered the
Why has the FCPA not ended corruption in global business?
As CEO of Chiquita, you are eager to promote CSR efforts, such as complying with the Social Accountability 8,000 labor rights standard and Rain Forest environmental standard. However, you are
In October 2012, Swedish furniture company IKEA was criticized on the BBC World Service radio for airbrushing women out of IKEA’s catalogs distributed in Saudi Arabia. Some women’s rights
Why is entrepreneurship most often associated with SMEs as opposed to large firms?
Given that most entrepreneurial start-ups fail, why do entrepreneurs found so many new firms? Why are (most) governments interested in promoting more start-ups?
Your former high school buddy invites you to join a start-up that specializes in making counterfeit products. She offers you the job of CEO and 10% of the equity of the firm. The chances of getting
Some suggest that foreign markets are graveyards for entrepreneurial firms to overextend themselves. Others argue that foreign markets represent the future for SMEs. If you were the owner of a small,
You have a brilliant idea for an entrepreneurial venture. You have read Reid Hoffman’s best seller Blitzscaling and are eager to follow its teaching. However, you are also troubled by the ethically
Everything is the same as in Critical Discussion Question 3, except the “counterfeit” products involved are the more affordable generic drugs to combat HIV/AIDS. Providing these drugs at a lower
Corporate bankruptcies* climbed new heights during the Great Recession of 2008–2009. Firms ranging from mighty ones such as Lehman Brothers and General Motors to tiny entrepreneurial outfits
Pick an industry in which firms from your country are internationally active. What are the top five most favorite foreign markets for firms in this industry? Why?
From institution-based and resource-based views, identify the liability of foreignness confronting MNEs from emerging economies interested in expanding overseas. How can such firms overcome them?
You are CEO of Apple, whose smartphones are all assembled in China (although designed in California). The average retail price of an iPhone in the United States is about $800, and China only
Foreign entrants are often criticized for destroying local firms and cultures. As CEO of a leading foreign entrant in a host country, you have been interviewed by a local TV reporter to comment on
As CEO of a social media firm (such as Facebook), you have been informed that your firm’s service will be discontinued in the host country because it allegedly incites social unrest (Egypt and
Market opening throughout emerging economies often means the arrival of multinational enterprises (MNEs) from developed economies. Although MNEs put enormous pressure on local firms, MNEs also serve
Some argue that engaging in a “learning race” is unethical. Others believe that a “learning race” is part and parcel of alliance relationships, especially those with competitors. What do you
Some argue that at a 30%–70% failure rate (depending on different studies), strategic alliances and networks have a strikingly high failure rate and that firms need to scale down their alliance and
Working in pairs, find the longest-running alliance relationship your research can find. Present its secrets for such longevity.
What are the similarities and differences between human marriages and interfirm alliances? How can the lessons behind the success and failure of human marriages enhance the odds of alliance success?
The year 2009 was one of the most tragic years in the history of the US automobile industry: two of the Big Three automakers, GM and Chrysler, went bankrupt. However, there was one glimmer of hope:
As a CEO, you feel the price war in your industry is killing profits for all firms. However, you have been warned by corporate lawyers not to openly discuss pricing with rivals, whom you know
As a CEO, you are concerned that your firm and the industry in your country are being devastated by foreign imports. Trade lawyers suggest that you file an antidumping case against leading foreign
Find some competitive moves made by some multinationals from emerging economies. How do Figures 8.4, 8.5, and 8.6 help you understand these moves? How do you predict their likelihood of success?
If your country has competition or antitrust laws, find a landmark case, and explain whether you support the plaintiff or the defendant. If your country does not have competition or antitrust laws,
As a staff member at one of the 48 state attorney general’s offices that are investigating Google, you need to write a report recommending to the attorney general of your state what actions to
“Big Tech” (for the purposes of this case) refers to Alphabet (which owns Google), Amazon, Apple, and Facebook—the four firms being investigated by the Federal Trade Commission (FTC) starting
M&As are a rare event for most firms. How can firms enhance their capabilities for completing M&As effectively?
As a CEO leading an acquisition of a famous foreign firm, you are interviewed by a reporter from the host country. The reporter asks, “A lot of people in our country are mad about this foreign
CEOs’ pay is typically linked to the size of their firms. Some argue that CEOs have an inherent bias in favor of undertaking M&As using shareholders’ money. Do you agree or disagree with this
1. Prepare an X̅-chart and R-chart for complaints, and plot the average complaints per building for each crew during the 9-month period. Do the same for the performance ratings. What does
Give an example of a firm that began as world-class and has remained in that category.
Conduct a Google search and find the definition of “location intelligence.” What use can be made of geographic information?
1. For the forecast period (i.e., July - December), determine the number of new trainees who must be hired at the beginning of each month so that total personnel costs for the flight attendant staff
Conduct a Google search on “project finance” and find employment opportunities in project finance. What is the role of finance in projects?
What are challenges of the sharing economy with respect to regulation, insurance, and trust issues?

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