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Six months into the merger of two global money-center banks, Megan Richards, the new bank's foreign exchange sales manager, is trying to retain her client base in light of the bank's inability to deliver foreign currency in a timely manner. The target banks' inferior systems were chosen for political reasons, major corporate clients are calling Megan with their demands and complaints about breakdowns, and Megan is denied support from her boss, vice chairman in charge of Global Capital Markets. Purpose of the case is to introduce operational and political challenges of post-merger integration, especially as they confront front-line middle managers. (We use the case to open our PMI course.)

While business-to-consumer e-commerce (B2C) has garnered the most public attention of any online business sector, business-to-business (B2B) e-commerce is proving to account for a much larger slice of the economic pie. A significant portion of B2B e-commerce transactions will occur through online marketplaces called B2B exchanges. The objective of this technical note is to provide an understanding of these exchanges, including their organizational and revenue models.

This case tells the story of Dr. Bruce Siegel, a New York-born physician who, in 1996, takes a position as president of a financially troubled public hospital, Tampa General. Siegel must consider both the prospect of somehow privatizing the deficit-ridden hospital, at the same time walking a political tightrope because of the need to gain the approval of local elected officials for whatever course he plots. His choices are influenced by the fact that Tampa's sizeable African-American community has historically been convinced that privatization of the hospital will lead to a diminution of services for low-income persons of color in the community. Siegel, himself the son of a Haitian mother, must deal with expectations that, as a person of color himself, he will hew to the consensus approach of the Tampa's black community-at the same time understanding well that if does not put the hospital's finances in order, he risks doing grave harm to his career as a medical administrator. HKS Case Number 1608.0

This case tells the story of Dr. Bruce Siegel, a New York-born physician who, in 1996, takes a position as president of a financially troubled public hospital, Tampa General. Siegel must consider both the prospect of somehow privatizing the deficit-ridden hospital, at the same time walking a political tightrope because of the need to gain the approval of local elected officials for whatever course he plots. His choices are influenced by the fact that Tampa's sizeable African-American community has historically been convinced that privatization of the hospital will lead to a diminution of services for low-income persons of color in the community. Siegel, himself the son of a Haitian mother, must deal with expectations that, as a person of color himself, he will hew to the consensus approach of the Tampa's black community-at the same time understanding well that if does not put the hospital's finances in order, he risks doing grave harm to his career as a medical administrator. HKS Case Number 1608.1

The first ten pages of the case 'Walt Disney Co.: The Entertainment King' are comprised of the company's history, from 1923 to 2001. The Walt years are described, as is the company's decline after his death and its resurgence under Eisner. The last five pages are devoted to Eisner's strategic challenges in 2001: managing synergy, managing the brand, and managing creativity. Students are asked to think about the keys to Disney's mid-1980s turnaround, about the proper boundaries of the firm, and about what Disney's strategy should be beyond 2001.

Describes the power of word-of-mouth referral for service organizations. Illustrates a process to help students and/or managers calculate the value of word-of-mouth and develop ways to influence (i.e. increase) it.

Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives.

Spreadsheet supplement for case 701-035.

Spreadsheet Supplement for case 201099

Technology strategy for a diversified corporation must be developed consistently with the general strategies of the individual business units and the corporation as a whole. Among the issues covered in this note are the level of R&D spending, allocation of resources to technology programs, trade-offs between long-term and short-term projects, the balance of product and process development, and R&D efforts aimed at further diversification. Various organizational and analytical approaches to the development of technology strategy are outlined.

This note illustrates and illuminates key concepts in service excellence. It summarizes and highlights key thinking and action in the service industry. It is designed to be used with "Manor" (UVA-OM-0751).

This case invites students to discuss the key resources, factors, and relationships that could be causing the poor performance of a student-run consulting organization. Students are asked to develop a causal-loop diagram showing the key resources, feedback relationships, and delays in the system. Sufficient information is available for students to develop and test a computer simulation model. Policy analysis is expected once a valid model is developed.

This case describes and presents the hog industry crisis of 1998, when farmers suffered from the lowest prices in 30 years, as a perplexing systems problem. Students are asked to hypothesize what went wrong. Tools useful in the analysis include casual loop mapping and systems modeling. Policy alternatives are presented for the students' analysis and recommendation.

This note defines the aggregate production planning problem and outlines the elements that are analyzed when evaluating alternative plans. An example is presented.

This technical note defines and provides example calculations for certain process analysis concepts-capacity, bottleneck, cycle time, throughput time, Little's Law-relating inventory, throughput time, and throughput rate.

This case presents an operating challenge: how does an organization sustain the initial progress achieved through its new quality-improvement system. Nurses and other clinical staff feel that the culture does not support the acknowledgment of mistakes, and the operations manager is trying to ascertain whether this "blame-game" environment is the cause of the improvement slowdown or whether there are other factors. Students are asked to apply systems-thinking tools to reveal their hypotheses of the causes of the improvement problem and to create a stock-flow map of the system structure. A systems-dynamics model can be used in class or as a preparation assignment. The simulation model enables students to develop a deeper understanding of the systems-dynamics behavior. The subsequent cases in the series UV3506 and UV3507; UV3508 is an abridgment of the A, B, and C cases) provide students with opportunities to practice the quantification of systems relationships (dominated by soft variables) and to develop a simulation model.

The B case provides information that permits students to quantify the human-factor relationships that may be causing some of the improvement slowdown outlined in the A case (UV3505) and to develop a systems-dynamics simulation model. The C case (UV3507) provides students with additional opportunities to practice the quantification of systems relationships (dominated by soft variables) and to develop a simulation model. See also the D case (UV3508), an abridgment of the A, B, and C cases).

This case presents a firsthand account of a flying experience on Southwest Airlines in June 2004. The narrative reports on the cross-country flying experience of one passenger. See also "Marlene's Marvelous Adventure: JetBlue Airways" (UV0126).

This case presents the results of the reverse auction for electric meters as described in the A case (UV3547).

This technical note describes a technique, F(X) Cascade, for determining the potential benefits of implementing a six-sigma improvement project. An integral part of the "define" stage in the DMAIC methodology is quantifying the sources of costs of defects and variability. The F(X) Cascade is one structured approach to this analysis.