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Students are expected to integrate decision-making tools and frameworks to create decisions under uncertainty. Students are expected to understand the general business process of fuel retail industry.

PT. Pertamina Retail (PTPR) is a subsidiary of PT. Pertamina, an Indonesian state-owned oil and natural gas company. In the first quarter of 2020, PTPR’s sales volume decreased due to the COVID-19 pandemic’s large-scale social restrictions. Iin Febrian was just appointed as President Director in March 2020; he must formulate a survival strategy facing COVID-19 pandemic uncertainties. The case elaborates on PTPR’s decision to expand immediately or hold. Scenarios and expected values have been given to simplifying the calculation of a decision tree. The case also challenges students to think critically on providing a strategy to survive during the COVID-19 pandemic and beyond using decision tree analysis and BCG Matrix or Ansoff Matrix.

BA level and MBA program in Decision Analysis Course or Strategic Management Course.

Teaching notes are available for educators only.

CSS 11: Strategy.

The fuel retailing landscape in India is undergoing a structural shift with the reforms undertaken by the government that would help the private and foreign firms to enter this market. India is poised to become the world's largest growth market for energy by the mid-2020s. IoT has become an integral digital technology for the fuel retailers in the retail oil outlet (ROO) ecosystem. The purpose of this paper is to develop an Internet of Things (IoT) business model for the Indian oil marketing companies (OMCs') ROOs.

Using literature review along with a survey among 660 respondents led to 402 valid observations, and the variables that contributed to IoT adoption at the OMCs' ROOs were identified. Using the BMC tool (Osterwalder and Pigneur, 2009), the relative importance of the variables within each building block was established. The means of all the variables were measured against the average of all the variables, and significant differences were searched for in each block. The notable differences of the means along with significant high and low means were highlighted.

This paper depicts empirical research that led to a framework of an IoT business model for Indian public sector ROOs. It also represents the usefulness of the Technology-Organization-Environment framework at the OMCs ROOs and extends the literature by incorporating “data security” to the existent framework of technology, organization and environment within the IoT ecosystem.

The outcome of the research should be analysed in the Indian context as all the respondents were from India. The study was conducted for the ROOs of Indian Oil Corporation Limited, Hindustan Petroleum Corporation Limited and Bharat Petroleum Corporation Limited and excluded their downstream operations. The dispensers in the OMCs vary along with their marketing strategies in the retail segments. The IoT business model can be customized for a particular OMC, which is scope of further research.

The study has practical implications for those global fuel retailers embarking on the IoT adoption drive at their ROOs about the need to install “data security” measures in the connected IoT environment. The study provides insights on how the OMCs can stay ahead of competition in the Indian market vis-à-vis the private sector fuel retailers by embracing the IoT business model.

The new emerging technological business models provide competitive edge to those organizations adopting them (Barney, 1991; Clemons and Row, 1991; Feeny and Ives, 1990). The study will enable the OMCs to implement the IoT business model at their ROOs for enhancing their revenue streams and profitability and lowering of operating costs. The study provides insights on how the OMCs can stay ahead of competition in the Indian market vis-à-vis the private sector fuel retailers by embracing the IoT business model.

The contribution of the paper is that it is among the first to map the variables that contribute to IoT adoption at the OMCs' ROOs, within the building blocks of the BMC tool (Osterwalder and Pigneur, 2009), according to their importance. To retain their dominance and have a first-mover competitive advantage, this study enables the OMCs to adopt the IoT business model and transform their ROOs into Internet-connected intelligent fuel outlets.

Subject areas are strategic management and marketing management.

This case can be used in strategic management and marketing management courses for MBA students.

This case discusses the future of petroleum business at Reliance Industries Limited (RIL) – whether to stay or exit. This scenario took place between 2001 and 2008. The volatility in the external environment was beyond their control. Or was it so? This case encapsulates the characteristics of innovative strategy formulation, leading to successful differentiation in a regulated and commoditized industry. This case portrays two significant aspects of business strategy by RIL. First is to comprehend the pioneering strategies formulation and implementation by RIL in the petroleum retailing business. Second is the severe impact of external forces on the company’s current and future prospects and what contingency plans could have been made.

This study enables to understand how innovative and differentiation strategies can be successfully applied in a commoditized business; to comprehend the effective application of forward integration and brand extension in a complex, scale-driven industry; and to understand the implication of external threats severely disrupting a growing business.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 11: Strategy

Premium customer service in the commodities market can be made a competitive advantage. The case deals with BPCL, a public limited Government organization that is successful through its strategic orientation while serving its customers.

This case is suitable for students who are enrolled in a Masters or an Executive Programme in Management. For a Masters programme in Management, the case can be introduced in the marketing course in sessions related to Customer Relationship Management, Marketing Strategy and Marketing in a Government organization. The case will also fit well with the audience of the Executive Programme in sessions on Marketing Management. The assignment questions provided below are designed from the perspective of teaching this case to a business student audience.

The case study shows how a public sector company has taken steps to retain customers as well as increase its customer base through premium servicing. In all the fuel filling stations in India, the price is the same and is totally controlled by the Government. However, to survive in this market, different players adopted strategies to lure more customers and be profitable and productive in their operations. BPCL adopted a company owned company operated model, where they created a niche for themselves through premium service provided to retail customers. The case study deals with details of planning, recruitment and training and job rotation of staff by BPCL and shows how the same has led to increased commitment and motivation among employees. While operating in 24 × 7, 365 days mode, BPCL has been able to address customer complaints and feedback which has led to less waiting time for retail customers. There has been an increase in the number of customers and a high retention rate of existing customers.

To understand how the customer is central to an organization’s growth strategy. To appreciate the management concerns in the light of deregulation in an earlier monopoly market. To comprehend the challenges associated with maintaining competitive advantage over a long run. To appreciate the importance of employees in organizations. To understand the role of technology in achieving business goals of an organization.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 9: Operations and Logistics.

This study aims to identify the operational and financial risks associated with the city gas distribution project in India and suggest appropriate strategies to mitigate them.

This study aims to identify the operational and financial risks associated with the city gas distribution project in India and suggest appropriate strategies to mitigate them. The survey data is evaluated using factor analysis to understand the latent structure of the critical risk factors. Second, the author uses Situation, Actor and Process–Learning, Action and Performance framework to suggest the mitigation strategies for the identified operational and financial risk factors.

The research identified five critical risk factors and suggested 39 mitigation strategies to address operational and risk factors impacting CGD projects. The findings of this research will enable the CGD companies to formulate long-term strategies for their business and adopt proactive measures to mitigate the operational and financial risks causing delay and increasing project costs. This study also highlights the importance of government support in developing a conducive environment for CGD industry to thrive.

The CGD projects are critical for natural gas growth in India’s energy mix. The project delay leads to a rise in the total cost involved and increases the payback period for the CGD companies. To the best of authors’ knowledge, this research is first of its kind that identifies the critical operational and financial risks affecting CGD projects in India and suggests the mitigating strategies for them.

International companies lost some $24bn in 1998 by ignoring or underestimating organised crime, corruption and other non‐conventional risks in emerging markets, according to a survey conducted by risk consultancy Merchant International Group.

Global trading of oil and gas means international markets are more open than at any previous time. As a result, the oil industry oligopoly is being deconstructed and vertically integrated MNCs are being reconstituted to address this fact. In parallel, emergent MNCs in the form of National Oil Companies are now entering the competitive arena. Traditionally dominant MNCs are adopting new operating models focused on technological and financial strength. We examine changes in the once-dominant industry paradigm of vertical integration using several theoretical lenses. These include transaction-cost economics, the resource-based view and institution theory. The giant MNCs operated globally for decades and are an important variant of the MNCs studied in strategic management literature. We suggest the current theoretical models do not explain sufficiently how these MNCs respond to current changes and by using industry observation we contribute to modernization of this literature.

Between 1997 and 2002, Shell changed the way it organised its advertising activity, switching from a local approach to a global organisation. The transition was significant, given the group's long history of decentralisation. It was also very successful. This paper explores how this transition was made by applying the theoretical lenses of the resource‐based view (RBV) and dynamic capability view (DCV).

Qualitative data were collected in 2002 from key executives in Shell and J.W. Thompson from which observations were made about Shell's transition and the change process. These observations are then explored further by applying the theoretical lens of the RBV and its natural extension, the DCV, testing what could be learned from the practical application of these theories.

A dynamic capability is identified as a significant reason for Shell's success. A second important factor was that Shell did not attempt to copy an organisation with an apparent superior capability. The paper concludes that firms generally should search for internal asymmetries on which to build resources.

The RBV and DCV are not new as approaches to strategic thinking, but they do remain mainly of interest to the academic community at the theoretical level. There is little empirical work that makes the concepts easily accessible to practitioners through example and translation into “everyday” experience. This paper makes a contribution in this area.

Contrary to the view that the subsistence economy is some minor residue persisting in only a few peripheral enclaves of modern economies, the purpose of this paper is to begin to chart the importance and prevalence of subsistence work across the contemporary economic landscape and the reasons underpinning engagement in this form of non‐commodified labour.

To do so, the extent of, and reasons for, subsistence production amongst those living in contemporary Moscow is evaluated using face‐to‐face interviews with 313 households in affluent, mixed and deprived districts.

It was found that subsistence work is a ubiquitous phenomenon which is relied on heavily by Muscovite households. Until now, those participating in such subsistence work have been portrayed either as rational economic actors, dupes, seekers of self‐identity, or simply doing so out of necessity or choice. Rather than depict one as correct and the others as invalid, this survey inductively generates a theoretically‐integrative approach which differentiates between “willing” (rational economic actors, choice, identity seeking) and “reluctant” (economic and market necessity, dupes) participants in subsistence production.

The paper examines only one city. Further research is now required into the extent of, and reasons for, subsistence production in the rest of Central and Eastern Europe, as well as beyond.

This is one of the first papers to identify and explain the ubiquitous persistence of subsistence work in contemporary economies.