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1 – 10 of 87Ala Zia, Amber Gul Rashid and Lalarukh Ejaz
This case study has been written to illustrate the basic difference between goods and services, the difficulties of customer education in a developing county and the transition…
Abstract
Subject area
This case study has been written to illustrate the basic difference between goods and services, the difficulties of customer education in a developing county and the transition from goods to goods-cum-services for a company.
Study level/applicability
This is an ideal case to be taught in the second class of service marketing at the BBA level and will highlight the differences between goods and services in the same company.
Case overview
Haseen Habib is a company selling a combination of products and services in Pakistan. It is involved in the supply of fire protection equipment together with the provision of training and other facilities to enable organizations to take a proactive approach to disasters caused by fire and the appropriate response in case of a fire related disaster. This dimension of business is still in the infancy stage in Pakistan, and few people actually realize the need for fire protection services. Safety, risk management and risk prevention are often matters which take a backseat in the corporate, industrial, residential and commercial spheres. The emphasis is on dealing with the aftermath of events rather than to prepare them in advance. The company has a very clear vision and mindset which aims at taking a proactive approach toward managing and preventing risk. They are the pioneers of the safety industry in Pakistan and hold a strong work ethic. The company imports its equipment from the USA, China and Europe. Their target market mainly includes high risk sectors including oil and gas, chemicals, textiles, paint, nuclear and defense. The product portfolio included firefighting equipment like fire extinguishers, safety items which included head-to-toe safety attire for industrial workers and fire alarm systems including smoke detectors. The company also provides different levels and kinds of training and has experienced staff trained abroad in state-of-the-art techniques. However, in Pakistan, investment in risk management is often considered unnecessary, and in such a situation, imparting knowledge is a considerable challenge. The case can be used to study a number of topics. It can be used in a services marketing class to highlight the ways in which services marketing differs from conventional marketing of goods. It can also be used in disaster management courses or to reflect the status and position of developing countries, such as Pakistan, in dealing with unexpected disasters and catastrophes.
Expected learning outcomes
Following are the expected learning outcomes: to appreciate the difference between goods and services; to understand the issues in moving from a goods-oriented to a service-oriented company; to understand the challenges facing Haseen Habib in the context of customer education, keeping in mind it is functioning in an emerging marketing with a particular socio-cultural context; and to propose a way forward for Haseen Habib.
Subject code
CSS 8: Marketing.
Details
Keywords
Prashanth Kumar Sreram and Savitha Chilakamarri
The learning outcomes of this study are as follows:1) illustrate the project management failures that contributed to the fire accident at Grenfell using a fishbone diagram;2…
Abstract
Learning outcomes
The learning outcomes of this study are as follows:
1) illustrate the project management failures that contributed to the fire accident at Grenfell using a fishbone diagram;
2) identify and classify the power and influence of various stakeholders involved in a brownfield project using a relevant framework; and
3) elaborate the need for following effective stakeholder management processes and project leadership, especially in the context of a refurbishment/renovation project.
Case overview/synopsis
On 14th June 2017, the Grenfell Tower in North Kensington, West London, UK, caught fire. The fire raged for 60 h and around 72 people lost their lives. Many criticized the response of the London Fire Brigade (LFB) and their lack of preparedness to respond to such an emergency. There were calls for Dany Cotton, the Chief of LFB, to resign. However, there had been a major cladding-related refurbishment at Grenfell, and subsequent investigations revealed that the use of combustible materials, a lack of compliance with the fire-safety norms and a blatant disregard for resident safety had contributed to the fire. The tragedy was a cumulative outcome of failure on two counts: effective project management and stakeholder management during the process of refurbishment, especially in the context of a low-cost housing project. Given this situation, this case considers whether Dany Cotton should own up to her responsibility and resign from her position. In the process, the case considers Grenfell refurbishment from the theoretical lens of project management in the construction management scenario to understand the factors that could have led to an “avoidable” tragedy.
Complexity academic level
Postgraduate students of construction management; final year undergraduate engineering students who have a foundational course on project management; and architects.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 2: Built environment.
Details
Keywords
Rajagopal Shambavi and Sitalakshmi Ramanan
Marketing Communication.
Abstract
Subject area
Marketing Communication.
Study level/applicability
At the undergraduate level, this case can be used in marketing courses such as Marketing Fundamentals, Marketing Management, Marketing Communication and Consumer Behavior. This case may also be used for Master's level students for Quality when focusing on safety/security in offices and factories.
Case overview
This case is used to introduce the concept of B2B and B2C marketing and explore the possibilities of converting an industry that essentially uses B2B marketing communication to choose B2C options. This case is also important for creating awareness on safety and preventive measures in the face of a fire crisis.
Expected learning outcomes
Understanding the role of marketing communication. Differentiating between B2B and B2C markets. Exploring the application of B2C marketing communication in the fire suppression systems market in the Middle East.
Supplementary materials
Teaching notes.
Details
Keywords
C. Gopinath and Muntakim M. Choudhury
The case describes the evolution of Bangladesh's garment industry, the second largest garment exporter in the world, and its operational problems. The focus is on the fire that…
Abstract
Synopsis
The case describes the evolution of Bangladesh's garment industry, the second largest garment exporter in the world, and its operational problems. The focus is on the fire that occurred on November 24, 2012 at Tazreen Fashions, a unit that is a part of a global supply chain for US and European retailers. The case explores the role of the government, western retailers, industry association and NGOs subsequent to the fire, and shows how increasing CSR expectations of corporations are making them take on responsibility for what should be that of the government or the garment unit.
Research methodology
Secondary sources; published materials.
Relevant courses and levels
International Business, Business and Society, Supply Chain Management, Doing Business in Emerging Markets.
Theoretical basis
Corporate social responsibility stakeholder theory market entry.
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Alan Fun-Foo Chan, Keng-Kok Tee, Thanuja Rathakrishnan, Jo Ann Ho and Siew-Imm Ng
After attempting the case, users are able to: analyse issues and problems faced by a call centre in Malaysia. Determine the root causes of the problems faced by call centre…
Abstract
Learning outcomes
After attempting the case, users are able to: analyse issues and problems faced by a call centre in Malaysia. Determine the root causes of the problems faced by call centre employees and generate alternative solutions to solve the problems faced by the company and to ensure the sustainability of the business.
Case overview/synopsis
This case was about the challenges faced by Daniel, the General Manager of an integrated security protection system company, Secure First (SF). Despite investing in the latest security technologies, conducting a major overhaul of the procedures, introducing an enhanced digital system at the call centre and providing training to the call agents, it was on the verge of losing its important long-term client due to its substandard performance. The client experienced major losses due to break-ins. After a thorough investigation, the problem surfaced in their call centre. Most of the staff were not familiar with the newly adopted system. The circumstances worsened when many of the call centre’s senior employees were tendering their resignations. The case discusses the aspect of employee satisfaction, staff performance that led to the turnover issue amongst employees in a call centre. The case explores what short-term and long-term strategies could Daniel suggest to change the call centre’s course to retain SF’s key account in times of desperation.
Complexity academic level
This case has a moderate level of difficulty and may be used in undergraduate students.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 6: Human resource management.
Details
Keywords
The case helps to introduce some of the elements of strategic management process, which are vital for competitive advantage, particularly for the public utility services such as…
Abstract
Learning outcomes
The case helps to introduce some of the elements of strategic management process, which are vital for competitive advantage, particularly for the public utility services such as MSWM. It intends to achieve the following objectives: analyse the external environment for MSWM industry in India; analyse the internal organizational environment for a firm’s strategic competitiveness; introduce the concept of value and value chain understand the role of Stakeholder groups; understand the concept of public–private partnerships (PPP); and understand the role of technology in sustaining a competitive advantages.
Case overview/synopsis
This case focuses on entrepreneurial venture of Gaurav Sharma and his team who intend to transform the landscape of Municipal Solid Waste Management (MSWM) industry in the country. THANKYOU (letsthankyou.com) is a Jaipur, India-based enterprise offering waste management solutions across different verticals. It was founded in 2016, following an opportunity in the waste management industry unleashed by the Government of India’s (GOI) new MSWM 2016 rules making it mandatory for the waste generators to manage (segregate, process, transport and disposal) their own waste. After initial examination of MSWM service scenario in the country, Gaurav and his two team members realize that a lack of integration among the multiple entities of waste management value chain is the root cause of the current poor state of affairs. So, they come up with an online marketplace, which offers a one-stop solution for the waste management of general households, residential settings and corporate. With initial projects implemented in the decentralized mode offering unit-level services such as door-to-door waste collection, on-demand waste pick-up and waste audits for corporate, the company has eventually got an opportunity of working on a centralized MSWM project for a leading hotel. Indeed, the company has the first mover advantage of entering the government controlled MSWM industry. However, to move forward, the THANKYOU team must address some fundamental issues in the industry: How to integrate the informal and formal sectors involved in waste management to achieve economies of scale? How to make land-filling the least preferred option of waste management? How to use technology to enhance the efficiency of MSWM value chain?
Complexity academic level
The case can add value to a course on strategic management at the post-graduate level. It highlights the role of external and internal environment analyses in the formulation of business strategy, ultimately leading to a firm’s strategic competitiveness. In a strategic management course, the case can be used to discuss introductory topics such as the analysis of internal and external environment; value creation by leveraging internal resources and capabilities; analysis of a firm’s dependence on its stakeholder groups; ascertainment of the profitability driver for a firm’s business model; and the concept of PPP.
Supplementary materials
Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
Subject code
CSS 11: Strategy
Details
Keywords
Aundrea Kay Guess and Carolyn Conn
For four years, Valerie Thorpe was Director of Accounting for Taurus Construction. She was fired by the company's owner, Vic Bullard, when she refused to falsify accounting…
Abstract
Synopsis
For four years, Valerie Thorpe was Director of Accounting for Taurus Construction. She was fired by the company's owner, Vic Bullard, when she refused to falsify accounting entries. Bullard's directive would have lowered profits, thereby deceiving his business partner and committing tax evasion. Until her firing late in the spring of 2011, Valerie had a few concerns about Bullard's lack of ethics in his business dealings. However, she has not questioned him previously because of her own emotional condition after the unexpected death of her husband. During the spring 2011 semester in graduate school, Valerie was inspired when her classmates recounted their own experiences of resigning from jobs because of unethical managers and owners. Valerie had thought of resigning from Taurus; but, Bullard fired her first. Six months after her firing, Valerie is seriously contemplating whether she should report Bullard's tax evasion to the Internal Revenue Service.
Research methodology
Field Based Research. Interviews with the case protagonist.
Relevant courses and levels
The case is suitable for graduate and undergraduate courses in business ethics, accounting ethics, entrepreneurship, income tax accounting and an undergraduate auditing class.
Theoretical basis
This is a real-life case applying ethical frameworks coverage of which can be challenging as students perceive those theories and frameworks as “dry.”
Details
Keywords
In late 2011, Jerry Bertram, vice president and general manager of the fire retardant additives business of Huber Engineered Materials (HEM), a division of family-owned J. M…
Abstract
In late 2011, Jerry Bertram, vice president and general manager of the fire retardant additives business of Huber Engineered Materials (HEM), a division of family-owned J. M. Huber Corporation, was preparing to present the potential acquisition of the precipitated alumina trihydrate (PATH) business to the environment, health, and safety committee of Huber's corporate board. He had convinced HEM's leadership of PATH's strategic value to their business and the urgency of the acquisition based on PATH's parent company's movement into Chapter 11 bankruptcy and its plans to close the PATH plant.
Winning board approval posed a major challenge. It was unclear whether the plant would remain operational, because HEM would have to enter a shared-services arrangement with PATH's parent company, which continued to use the site. In addition, acquiring PATH would mean integrating its specialized, unionized labor force into Huber, which had very few union workers. Finally, early due diligence had revealed tens of millions of dollars of potential environmental risk on the site. The last issue was particularly critical, given Huber's generations-long history of respect for the environment, and its executives' and directors' reluctance to take on any business with excessive environmental risk.
This case illustrates in depth the family business values that can promote consideration of an ostensibly unconventional and risky strategic move, and enable executives to push for approval of the same, as backed by comprehensive risk assessment and mitigation plans.
Details
Keywords
This case demonstrates the difficulties encountered by small family businesses when the founder passes away without having properly prepared for succession. AAA Construction was a…
Abstract
This case demonstrates the difficulties encountered by small family businesses when the founder passes away without having properly prepared for succession. AAA Construction was a company held together for over thirty-six years by a family patriarch, Jack Hudson. His choice of his grandson to succeed him was obvious. However, there were serious questions about whether David Robbins up to the task.
Farzana Quoquab, Samieh Sadat Nobakhti and Jihad Mohammad
This case is designed to introduce students to organization culture and how employees are being affected by it. They should have some familiarity with organizational behavior (OB…
Abstract
Learning outcomes
This case is designed to introduce students to organization culture and how employees are being affected by it. They should have some familiarity with organizational behavior (OB) issues, especially in relating to work culture. They need to be familiar with the related theories and models in organization behavior and development. More particularly, the learning objectives using this case are as follows. By using this case, the students should be able: to understand the real-life workplace scenario where fellow colleagues, like Catherine, can act bossy; to understand the problems because of communication barriers at the workplace. to be exposed on the concept of leadership style and organizational culture; and to understand the necessity of a leader’s interference in handling a chaotic situation in the organization.
Case overview/synopsis:
This case illustrates the challenge faced by a young entrepreneur with regard to handling workplace chaos among employees. It highlights the importance of having a smooth communication flow and work culture in the organization. SWM was a swimming center in Southeast Asia founded by Ayyub, a young entrepreneur, in July 2014. Over two years, in 2016, SWM had designed different ranges of swimming programs for children and adults. The company’s culture gave employees freedom and flexibility to work. During 2015, the company’s growth was fast, thus encouraging Ayyub to recruit new staff to handle business operations. But hiring new staff caused problems among employees. On September 2016, Ayyub received numerous complaints from employees about a particular senior staff named Catherine with regard to her quarrelsome attitude and bossy behavior toward other junior employees. As a consequence, four employees left within a one-year period, and Ayyub started to receive complaints almost every week. However, because as Catherine was Ayyub’s friend and she was loyal to the company and technical skills, Ayyub fervently wanted to retain Catherine. Nevertheless, he was in dilemma how to fix this workplace miscommunication to maintain the harmony and peace in the organization. He was planning to open a new branch at Southeast Asia on February 2017, during Chinese New Year. He wanted to solve this problem before he starts his new branch. Taking into consideration the whole situation, Ayyub is now contemplating whether to conduct one-to-one meetings with Catherine on a continuous basis to train her with communication and leadership skills, isolate her in a department with less interaction with other staff, transfer her to the new branch or fire her.
Complexity academic level
The case target audience is for MBA students, particularly for OB and HR classes. Students/participants are challenged to identify the major issue in the case and help decision maker to make decision.
Supplementary materials
Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
Subject code
CSS 7: Management Science.
Details