Charu Thomas, cofounder and CEO of Ox, a software platform provider that helped retailers improve online order fulfillment, was proud of how her business had grown and earned positive feedback from investors, beta customers, and the press. Now, in the summer of 2021, revenue was on track to meet projections, and she began a comprehensive analysis of her costs, especially cloud hosting and computing costs. Ox's software was built and relied fully on cloud services, and Thomas had originally chosen a cloud provider based on capabilities and speed to build, not on cost. When she compared her costs to those of similarly sized start-ups, she realized Ox was paying 10 times what she expected to pay at scale. Fortunately, Thomas had recently welcomed Brent Sperry, who had worked on multiple cloud initiatives, as Ox's new chief operating officer. She shared her insights into the costs of cloud providers with Sperry and proposed the next project: benchmarking and reevaluating cloud costs for Ox. They aimed to better understand which activities were driving cloud-related costs, how prices compared across cloud providers for each activity, what operational constraints, if any, Ox currently faced, and the advantages of one provider over another. In the end, would they stick with the current cloud provider? What changes would they request on their current cloud bill? Would Ox benefit from a multi-cloud strategy? This field-based case, which is used in Darden's "Digital Operations" course, includes an overview of cloud computing's history and types; student and instructor spreadsheets with an interactive cost estimating model are also available.
The case illustrates the inventory management dilemma at The Star Clinic, a mobile medical clinic. The resident doctor at the clinic prefers commonly prescribed medicines, in particular Panadol, a brand of paracetamol (a pain relief drug), to be well stocked whereas the procurement manager seeks to minimise the holding cost of medicines. Wanting to set a very high patient service level, the doctor is demanding paracetamol to be readily available and dispensable at all times in the clinic. Patients should not need to wait three days before the next batch of stock arrives. On the contrary, the procurement manager adopts a financial perspective and focuses on the profit-and-loss reporting of the company. How can the clinic resolve the dilemma and enhance its inventory allocation and service levels?
Chonladet Khemarattana, CEO of Robowealth Group, an investment advisory company, wanted to disrupt the traditional investment advisory industry in Thailand by promoting greater financial inclusion. He founded a financial technology (FinTech) start-up, Robowealth, that could provide investment opportunities for every Thai citizen; it would help Thais achieve financial freedom. The traditional investment advisory industry helped high net worth individuals (HNWI) build their investment portfolios. This process required relationship managers to understand the investment goals, risk tolerance and time horizon of their clients before implementing an investment strategy. Robowealth used technology to build user-friendly digital platforms that used algorithms to drive investment decisions. It sought to capitalise on the digitisation trend to reach consumers through an easy-to-download app. Even low-income workers would be able to make small investments and benefit from diversification. Robowealth also developed a business-to-business (B2B) channel that allowed collaborations with other industry players in order to build a more efficient financial ecosystem for locals.
The GSK Consumer Healthcare (GSK CH) case study deals with building a community of practice (CoP) in a merged, complex organization and a virtual environment. The case focuses on the introduction of a CoP by Marcus Chambers, a GSK senior executive, to address the need for greater alignment, collaboration and learning amongst the global Research and Development (R&D) Project Managers to drive the innovation pipeline in the new venture. GSK Consumer Health was created through the merger of the consumer healthcare divisions of Pfizer and GSK in August 2019 to create the world's largest consumer healthcare company. As the merger was announced, so too was the announcement of the intention to spin off the newly created 25,000 persons organization within three years, adding pressure to deliver on the anticipated value of the joint venture. The case focuses on the global R&D Project Management organization, which has primary responsibility for leading cross-functional innovation projects to drive growth. Their role is complex requiring foresight to plan and steward projects and flexibility to deal with the inevitable firefighting of innovation amongst diverse and multiple stakeholders. In addition to the inherent complexity of the role was the need to co-ordinate efforts of 78 project managers from GSK (45%), Pfizer (35%) and new hires (20%) across three regional hubs and four category hubs globally - against the backdrop of the pandemic. This topical case covers the 2-year period from August 1, 2019, when the joint venture was announced to August 2021. It recounts how the newly created GSK Consumer Health addressed the need to build capability, reduce inconsistencies and deal with frustrations to realize the promise of new innovations through the introduction of a community of practice during the pandemic.
Kent Bovellan, the Chief Engineer and Head of the Vehicle Architecture Center for Geely Holding, the Hangzhou, China headquartered global automotive group, was debating the platform choice for an upcoming "D" segment midsized battery electric vehicle (BEV). He had led the architectural development of the new Geely SEA platforms for its new family of BEVs. The new car would be part of the Zeekr premium lineup. He knew that smaller cars on a given platform inevitably suffered from costs problems, while larger vehicles suffered from less than premium attributes. They could emphasize meeting cost targets on the low end, but that might have a negative impact on the high end. Which platform should they choose? This case explores the platforms and derivatives strategies used by global auto manufacturers, and some of the changes wrought by the shift from internal combustion vehicles to battery electric. It emphasizes the importance of achieving volume and scale in reaching competitive costs and selling prices, and offers an opportunity to explore the potential impact of open standards and modular interchangeability on the structure of the industry.
The case, based on WeLab Bank (WLB), is set in February 2021, following the Chinese New Year holidays in Hong Kong. WLB, one of eight new virtual banks in Hong Kong, began operations in July 2020 amid a global pandemic. The de facto central bank in Hong Kong is the Hong Kong Monetary Authority (HKMA), which has been gradually implementing measures to support the development of digital banking in Hong Kong, including the introduction of Open Application Programming Interfaces (Open APIs), which, in principle, would allow Third Party Service Providers (TSP), including fintechs, to gain access to banking customers' data and utilize that data to provide more targeted and innovative services to those customers. Traditionally, banks extended their services to customers at their brick-and-mortar outlets, taking in deposits for which they provided interest earnings and generating income on a variety of loan products for which they charged higher interest than on its deposits. Virtual banks, by contrast, extended their services exclusively via digital channels, including mobile banking. With lower overheads, they could provide some services for free or with minimal charges, while offering financial products with higher earnings for customers. With a growing base of customers accessing financial services remotely, the opportunity existed to find new and innovative ways to serve customers through digital-only channels. The challenge facing WLB and its manager for growth operations and strategy, Ms. Janice Chung, was how to firmly establish itself in a nascent virtual banking market in Hong Kong, while competing with strong traditional banks that were also moving to digitize their banking services. In assessing its strategic options, it could leverage its strong technology infrastructure, open APIs, and the examples of predecessor virtual banks and fintechs in other markets, such as Starling Bank in the UK, Tinkoff Bank in Russia, and Grab in Singapore.
The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and hospital performance, defining a framework to design an enterprise technology strategy map, and examining the readiness, deployment, and sustainability of technology solutions to help achieve superior patient satisfaction. Part A (Identification and Prioritization of Key Focus Areas) of this two-part case study takes the reader through the exploration of Avantika Raghu, Chief Experience and Technology Officer at the KG hospital, where she uncovers various pain points. It describes Raghu's observations during her Gemba walks covering key departments at the hospital, learnings from her focus group meetings with stakeholders, and insights from examining the hospital's quality and performance parameters. The case concludes with Raghu identifying patient satisfaction as a core challenge in the current setup and considering technological solutions that can help improve patient satisfaction while enabling hospital expansion to meet the goals of Vision 2025.
The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and hospital performance, defining a framework to design an enterprise technology strategy map, and examining the readiness, deployment, and sustainability of technology solutions to help achieve superior patient satisfaction. Part B (Tech Strategy Design and Implementation ) of this two-part case study is a follow-up to Part A, and it takes the reader through Avantika Raghu's journey of solving the problems identified in Part A. Part B of the case study describes her efforts to address prioritized metrics by identifying technology solutions (both in-house and external vendors). It follows her as she assesses candidate solutions on a host of parameters: need, desired outcome from the implementation, staff awareness, availability of technology, investment opportunity, ease of implementation, product features, vendor engagement, time to market, end-user experience, and barriers to adoption. The case study closes with an unexpected twist, as her grandfather challenges her robust proposals with a series of pointed questions on how an enterprise technology strategy and an effective change management framework for championing organizational and individual change should be designed.
Rain Industries Limited (Rain), through its wholly owned subsidiary Rain Carbon Inc., produced upcycled carbon products from the by-products of steel and petroleum and other industries. The demand- and supply-driven shifts and various sustainability initiatives by industries both downstream and upstream in Rain's existing supply chain could prove to be disruptive, requiring strategizing and future-proofing. When the Government of India's Ministry of Commerce and Industry banned the import of green petroleum coke, also called petcoke, in 2018, Rain's chief financial officer had to decide whether it was the right time to identify and implement different supply chain risk mitigation measures.
By early 2020, Mindee Barham, vice-president of development at the microfinancing organization Grameen America, which focused on empowering low-income female entrepreneurs by offering them microloans to develop and grow their own businesses, had overseen the successful implementation of the first year of Grameen America's ten-year Lifting America campaign for strategic growth. This campaign was intended to increase membership to 400,000 people; to issue loans amounting to $12 billion; to raise $300 million, including $100 million in philanthropy and $200 million in debt capital; and to enter new locations. However, the COVID-19 pandemic unexpectedly derailed the funding and implementation of the campaign, and given the pandemic's large impact on Grameen America's vulnerable members, it threatened the existence of Grameen America itself. How should Grameen America respond to the pandemic? What would become of the Lifting America campaign? And what could Grameen America do to support its members through the COVID-19 pandemic without jeopardizing the organization's future plans?
While COVID-19 has caused significant short-term disruptions in global value chains (GVCs), in the longer run, the pandemic will not be the primary catalyst in GVC evolution. As GVCs recover from the initial shock, managers will make GVC restructuring decisions guided by long-term strategic considerations. This article describes barriers that lead firm managers may encounter when rethinking location/control decisions for value chain activities and suggests that, in addition to structural changes, managerial governance adaptations are instrumental in enhancing GVCs' long-term resilience. Lessons learned from responding to the pandemic can help managers enhance GVC efficiency in the increasingly uncertain global environment.
This case explores the accounting treatment for the costs attributable to cloud computing arrangements. The protagonist company is Dexus Diversified Fund (Dexus or the Group, ASX: DXS), one of the largest and most prominent real estate groups in Australia. In April 2021, the International Accounting Standards Board (IASB) ratified an agenda decision entitled Configuration and Customisation Costs in a Cloud Computing Arrangement. This decision governed the appropriate accounting treatment of cloud computing costs. This update on accounting treatment was added because of the global trend toward technology, data, and connectivity. It was more common for customers to not possess the underlying software. Rather, customers accessed and used the software on an as-needed basis. As the original IFRS did not contain explicit guidance on accounting for cloud computing costs, this update was aimed at clarifying this aspect. Dexus had deployed SaaS in its operations and incurred millions in cloud computing costs. Throughout its latest annual report as of 2021, the Group adopted the update in its accounting treatment and clearly disclosed the financial impacts. This case is developed for use in elementary, intermediate, and advanced accounting courses at bachelor, postgraduate, doctoral, and executive levels. The decision-making tree, accounting treatment, and financial implications for an entity to apply the update should be the key concepts to explore in the case. The issues on how to consider changes in accounting policies and in accounting estimates and errors are also explored in the case.
This article examines the impacts of the COVID-19 pandemic on resilience. Resilience is not a one-dimensional concept but has different meanings at the levels of the firm (operational efficiency), the global value chain (appropriate governance), and the nation- state (national security). It illustrates resilience dynamics through lessons from case studies of four medical supply products - rubber gloves, face masks, ventilators, and vaccines. It explores how each adjusted to disruptions caused by the COVID-19 pandemic and presents key strategies that can guide managers and policymakers in building resilience for future supply chain disruptions.
This case traces the rise of Leonard Bernstein from a middle-class family in Boston to the conductor of the New York Philharmonic Orchestra. The case describes how he studied music intensely as a young man and developed mentors to open doors for him. As his fame grew, he wrote widely acclaimed musicals such as West Side Story and introduced classical music to worldwide audiences through his popular television shows. Students will learn how Leonard Bernstein navigated life's choices to leave a lasting impact on the world.
On June 30, 2021, ride-hailing giant Didi Chuxing (Didi) raised $4.4 billion in its initial public offering (IPO) on the New York Stock Exchange (NYSE), the largest IPO of a Chinese company listed on an American exchange since Alibaba raised $25 billion in 2014. Celebration was short-lived. Two days after its IPO, the Cyberspace Administration of China (CAC), a government agency that regulates China's internet platforms, launched a national security probe into Didi's network security and ordered a comprehensive cybersecurity review. Didi did not just end Uber's presence in China. With Uber gone, Didi's growth skyrocketed to become the largest online ride-hailing platform globally. How did everything change? Under Chinese President Xi Jinping, private companies faced emboldened regulators and increased government oversight. Was Didi's decision to move ahead with its IPO the correct business decision but the wrong political decision? What lessons could other Chinese tech companies learn from Didi's experience? How could Didi maintain its market position and rehabilitate its relationship with the Chinese government while local competitors tasted blood in the water?
The pandemic crisis caused a severe shock to global value chains and led to supply shortages for complex medical goods such as respiratory ventilators. What followed were calls to reshore production for security, and the loss of efficiencies from foreign global value chain (GVC) operations for the multinational enterprise. This article merges internalization and GVC theory to demonstrate a dynamic hierarchy managerial response to these crisis conditions. An optimally configured GVC under hierarchy governance can resiliently eliminate global supply line ruptures yet maintain the benefits of global efficiency.
In November 2021, Girish Nadkarni, the head of TotalEnergies' corporate venture capital arm (TEV) was considering whether, and on what terms, to exit an investment in Hyzon Motors, a start-up supplier of hydrogen-powered trucks. TEV had invested $4 million in Hyzon, which had gone public in July 2021 with a $2.7 billion valuation. Nadkarni was now eager to take TEV's gains, but recognized the potential harm that selling TEV's Hyzon shares could cause. Market observers might interpret TEV's exit not as profit-taking but as an early investor's lack of confidence in Hyzon's prospects. Further, TotalEnergies had signed an MOU with Hyzon to bring 80 trucks to Europe-the goal was to demonstrate for its truck fleet customers the viability of hydrogen as a viable replacement fuel for the diesel it already supplied. Selling the Hyzon shares might convey the opposite message.
Employee conflict is a problem that costs the global economy billions annually. As part of a six-year study on organizational effectiveness, the authors surveyed more than 750 people at 500 companies worldwide. According to their findings, the majority of today’s employees must regularly deal with what they consider unreasonable counterparts when trying to do their jobs. When faced with conflicting opinions, one in four study participants reported that people within their organizations predominantly relied on manipulation or coercion to get their way. In addition to increasing turnover, toxic work relationships reduce employee productivity and engagement by increasing employee dissatisfaction, stress, anxiety, and depression. The good news is that people often misread each other. The other good news is that when companies proactively work to resolve workplace conflict through joint problem-solving, they are around four times more likely to report that personal differences fuel learning and innovation rather than conflict. This article aims to help organizations turn employee conflicts into a positive force, which requires effectively navigating a challenging workplace terrain by creating a culture in which colleagues strive to see others with the same degree of empathy as they see themselves. According to the authors’ research, when collaboration goes beyond individual actors and pervades a company’s culture, and a joint problem-solving approach to influence is routinely employed, people learn from disagreement, make better decisions, and develop innovative solutions.