Please refer to part A for the abstract.
Please refer to part A for the abstract.
Case B takes place eight months later. Vitry has decided to buy out Garnier and has set to work to turn it around. He seems to be succeeding in restoring profitability; yet new challenges lie ahead.
Case B takes place eight months later. Vitry has decided to buy out Garnier and has set to work to turn it around. He seems to be succeeding in restoring profitability; yet new challenges lie ahead.
The case is about the implementation of a new technology (telemedicine), that is supposed to improve the quality of medical care and decrease the cost associated with unnecessary patient transportation.
The case is about the implementation of a new technology (telemedicine), that is supposed to improve the quality of medical care and decrease the cost associated with unnecessary patient transportation.
The case is about the implementation of a new technology (telemedicine), that is supposed to improve the quality of medical care and decrease the cost associated with unnecessary patient transportation.
The case is about the implementation of a new technology (telemedicine), that is supposed to improve the quality of medical care and decrease the cost associated with unnecessary patient transportation.
The Benihana chain included 60 restaurants in 1966, mostly in the United States with sales over $75M. Its founder, Rocky Aoki, started 32 years earlier the first Benihana of Tokyo in New York. The case shows the main elements of his breakthrough service in the 70s. But this formula was not easily transferred to UK and the three London restaurants are not making money.
The Benihana chain included 60 restaurants in 1966, mostly in the United States with sales over $75M. Its founder, Rocky Aoki, started 32 years earlier the first Benihana of Tokyo in New York. The case shows the main elements of his breakthrough service in the 70s. But this formula was not easily transferred to UK and the three London restaurants are not making money.
Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents.
Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents.
The ACCOR group was started in 1967 in France with the introduction of the Novotel concept. Over the following 30 plus years it developed a group of hotels: Sofitel, Novotel, IBIS and Formule 1 and extended the groups business in the USA and Asia. With a range of brands marketed at different price levels the group has enjoyed wide market coverage.
The ACCOR group was started in 1967 in France with the introduction of the Novotel concept. Over the following 30 plus years it developed a group of hotels: Sofitel, Novotel, IBIS and Formule 1 and extended the groups business in the USA and Asia. With a range of brands marketed at different price levels the group has enjoyed wide market coverage.
Customer services within Friends Provident, the 6th largest life insurance company in the U.K., was traditionally organised along function lines with deep mistrust between the back office and the front office (branches). However, since 1989, under the leadership of Roger Hallet, Friends Provident has made significant innovations in its structures and processes for servicing customers.
Customer services within Friends Provident, the 6th largest life insurance company in the U.K., was traditionally organised along function lines with deep mistrust between the back office and the front office (branches). However, since 1989, under the leadership of Roger Hallet, Friends Provident has made significant innovations in its structures and processes for servicing customers.
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.
The case describes a detailed activity breakdown of the new business process within Friends Provident.
The case describes a detailed activity breakdown of the new business process within Friends Provident.
Quality of Service, New Technologies and design in Services, Change Management
