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In addition to its world-class supply and demand chain management practices, Toyota Motor Co. Ltd excels in managing its service chain. The service chain, which the company views as key to its long-term success, is responsible for providing products in the form of service parts for maintenance and repair, and services in the form of improving the value that a customer derives from a vehicle. Service chain management is based on establishing strong links with customers, both through the dealer channel and directly. Describes the network that Toyota has created to provide reliable supply of service parts to dealers in an efficient manner and how the company proactively helps dealers improve their service offerings to customers. Also discusses how Toyota uses advanced technologies, such as e-commerce and telematics, to build strong relationships directly with the vehicle owners. Focuses on Toyota's operations in Japan and the United States.

The Toyota demand chain is efficient, flexible, customer oriented, and product specific. Studies how Toyota uses its advanced distribution channels, inventory management, planning methodologies, and production capabilities to create and manage its demand chain, with a particular focus on the Japanese and the North American markets. Uses the Toyota Prius and the Scion product lines to illustrate how Toyota adjusts its demand chain to fit a particular product and its target customers, utilizing as much as possible from its existing manufacturing and distribution infrastructure.

This corporate strategy case shows how Pepsico stopped worrying about competing with Coca-Cola, figured out what its real business was, and decided how to build its future. Redefining itself as a beverage and snack business, PepsiCo sheds its restaurant business and acquires Quaker and Tropicana. By rethinking the synergistic relationship between the complementary, combined strengths of the merged companies, it strategizes to develop innovative products that will compete in a changing demographic, cultural, and geographical world. Will this strategy work in an increasingly competitive environment?

Supplements the (A) case.

In September, 2004, Stephen Lebowitz, President of CBL, a $6 billion publicly traded shopping mall real estate investment trust (REIT) with over 70 million square feet, is considering acquiring 170 acres for a new retail development at a racetrack site in Southern New Hampshire. First, Stephen has to calculate the value of the land to make his bid based on current market conditions and local zoning. Next, Stephen has to consider how the public securities markets will react, good and bad, to a shopping center REIT doing a new development at this time.

Presents a move by Betapharm to centralize procurement and e-sourcing and the many control and incentive issues that arose subsequently.

Supplements the (A) case.

Supplements the (A) case.

Supplements the (A) case.

Explains the emergence of international arbitration as an option for foreign investors with disputes with governments of emerging markets. Presents issues about whether arbitration will remain acceptable to countries and governments.

Viral marketing uses electronic communications to trigger brand messages throughout a widespread network of buyers. Often, the process is portrayed as a random, ground-up phenomenon over which marketers have little control. But an examination of successful viral marketing cases reveals a number of strategies underpinning this chaotic phenomenon, providing insight into how marketers can use it to position their brands, change their image, and increase adoption rates. Successful viral marketing campaigns have an engaging message that involves imagination, fun, and intrigue; encourages ease of use and visibility; targets credible sources; and leverages combinations of technology.

Ronald W. Dollens recently retired from the positions of CEO and president of Guidant Corp., an Indianapolis-based medical technology manufacturer. Dollens was appointed CEO and president of Guidant when the company was formed as a split-off of Eli Lilly and Co. in 1994. During his 10 years of leadership at Guidant, the firm grew at an average of 18% per year, from just under $900 million in sales in 1994 to $3.7 billion in 2003. Today, Guidant employs more than 12,000 and is an industry leader in cardiovascular technology.

The American system of distribution is dysfunctional, favoring the interests of huge retail chains at the expense of manufacturers. Accustomed to working in this imbalanced system, American managers think they have no choice but to cede control of distribution by placing it into the hands of megadistributors and, for the most part, they are correct. However, in high-growth emerging markets, distribution channels are still malleable, providing manufacturers with the opportunity to shape and mold the way distribution takes place. Argues that firms should lay aside their dysfunctional patterns of dealing with distributors when they leave America and regain control over their products and operations in international markets.

Shortly after entering business school at Stanford's Graduate School of Business, Eric Baker and Jeff Fluhr decided that they would start a business focused on the secondary market for event tickets. Explores how Baker and Fluhr launched their company, the challenges they faced, and the strategies they pursued. Provides detailed information on company operations as well as on competitors, such as eBay. Positions readers to evaluate the original premise on which the company's growth plans were based--cost-effective customer acquisition through high-profile partners--and develop an alternative strategy.

Liak Teng Lit assumed the post of CEO of Singapore Alexandra Hospital in February 2000, taking over a hospital that would be replaced in 2006. There were complaints in the press of the hospital's bad services and its physical infrastructure was in a state of disrepair. With the mandate to restructure the hospital, Liak and his management team had to consider measures essential for the hospital's survival.

Spreadsheet Supplement for case 105030.

Brocade management is preparing for the launch of a new technology for data storage. The multiprotocol router improves on existing technology and has the potential to change the way firms design their data storage networks. Students must determine the target market for the router, how to leverage the OEM partners in convincing end customers to adopt it, and how to price the router. Forces students to understand the traditional segmentation of the data storage market and whether firms should concentrate on specific segments, as in the past. Also forces students to grapple with the willingness of end customers to adopt new solutions in the high-tech realm.

Ito-Yokado, the 16th largest retail conglomerate in the world, has struggled with the declining performance in the apparel division of its superstores for over a decade. Apparel sales are slipping, eating hard-won gains in the retailer's food division. CEO Toshifumi Suzuki has already instituted a number of revolutionary changes to sourcing and merchandising. What should he try next?

How can a multinational firm analyze and manage currency risks that arise from competitive exposures? General Motors has a substantial competitive exposure to the Japanese yen. Although the risks GM faces from the depreciating yen are widely acknowledged, the company's corporate hedging policy does not provide any guidelines on managing such competitive exposures. Eric Feldstein, treasurer and vice-president of finance, has to quantify GM's yen exposure and recommend a way for GM to manage the risks that arise from its competitive exposure. Students must analyze the impact of a yen depreciation on GM sales and profits. A rewritten version of an earlier case.

Supplements the (A) case.