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For decades, Titleist was the dominant player in the golf ball industry partly due to its strong technical performance and popularity among professional golfers. As a result of its technical superiority and the mystical image it had cultivated, Titleist's brand was revered by consumers. Its domination began to fade in the 2010s, however, as its competitors introduced balls that offered similar quality, but at a more affordable price. Moreover, Titleist lost several major patent infringement lawsuits. Finally, in February 2020, the golf industry's regulatory authorities, who were in charge of establishing the specifications to be met by ball manufacturers, announced that they would be investigating the possibility of adjusting existing specifications, a move that could harm manufacturers, such as Titleist, that were trying to differentiate their products through R&D.

This two-part case looks at flowcasting at Princess Auto, going beyond a simple presentation. Case A describes the challenges of implementing this system and its impact on the accountabilities of employees who are responsible for store replenishment, while Case B describes situations that are specific to Princess Auto, such as stocking surplus items (a unique strategy to attract customers to its stores) and the challenges of e-commerce.

This two-part case looks at flowcasting at Princess Auto, going beyond a simple presentation. Case A describes the challenges of implementing this system and its impact on the accountabilities of employees who are responsible for store replenishment, while Case B describes situations that are specific to Princess Auto, such as stocking surplus items (a unique strategy to attract customers to its stores) and the challenges of e-commerce.

Presented in the form of a comic book, this two-part case follows the efforts (or lack thereof) of Richard, the Quebec regional manager of Frippe, a cross-Canada chain of fashion boutiques, to implement a new performance indicator. Four years earlier, Mary, the founder's daughter, had taken over the reins of the company and repatriated production to Canada. Her next goal was to improve the customer experience with the help of a new performance indicator: the conversion rate. Richard was not fully on board with the idea and paid little attention to its implementation, but, at the end of the fiscal year, he had to submit a progress report to Mary.

Case Supplement for Case HEC304

The case describes the challenges that George Diaz, Chief Operating Officer of Simplex Bank in Peru faces, regarding the operational inefficiencies and low service level of its telephone banking services (Simplexphone). The fundamental problem of the case is what segment of the organization should be intervened (new employees, medium experience, or seniors) and what measures should be implemented to reduce the average time of attention (ATH), from 358 seconds to 200 seconds (competitor´s standard). The case describes the organization, the processes, systems, and call center's human management processes. The case presents three possible options to improve AHT: 1) redefining recruitment profiles and processes; (2) reengineering training programs and manuals (3) establishing a robust performance evaluation system. By focusing on the specific question of reducing AHT, the student is given the opportunity to diagnose possible causes and propose specific measures to remedy the situation. The case is accompanied by an Excel database that must be shared as support prior to the sessions, so that the students can generate diagnoses and test hypotheses about the possible problems faced by the organization.

Spreadsheet supplement for case IC0027.

Employers rely heavily on self-report surveys and interviews to assess organizational culture. But on their own, such tools provide a flawed view. By combining them with analysis of informal networks, leaders can gain a richer understanding of how new values take root locally. This allows them to see more precisely where desired behaviors are communicated, modeled, observed, and adopted on the ground. With that level of insight, leaders can more effectively target their change efforts in five key ways.

In November 2019, the iconic U.S. jeweler Tiffany agreed to be acquired by the luxury goods conglomerate LVMH. The $16.6 billion transaction was scheduled to close in mid-2020. However, in 2020, the global COVID-19 pandemic took a toll on the luxury goods sector. In September 2020 LVMH announced that it was backing out of the deal. Tiffany filed suit against LVMH. LVMH countersued, arguing that the pandemic triggered a material adverse effect (MAE) clause included in the merger agreement.

For manufacturers, remaining competitive depends on their ability to digitalize their business models (i.e., offer digital and digitally enhanced products and services). To achieve this, they must engage with new digital partners and help their existing suppliers, partners, and other stakeholders to digitalize. Orchestrating this growing ecosystem is challenging. Manufacturers struggle with this endeavor because of specific barriers associated with their existing legacy business model and related to their lack of digital vision, product-centric value chains, and a bias toward firm-centered profit formulas. To overcome these barriers, leading manufacturers have developed new approaches to ecosystem orchestration.

In July 2021, Duolingo became one of the few mission-driven education-technology companies to list on the Nasdaq Stock Exchange in the US. Founded in 2011 by Luis von Ahn, a Carnegie Mellon professor from Guatemala, and his doctoral student, Severin Hacker, the start-up was born with a social mission to make language learning universally available. A large part of Duolingo's value proposition was underpinned by free access to all content, game-like lessons, and keeping learners motivated - a recipe that boosted user retention and increasingly, the conversion to paid subscription. Duolingo had enjoyed resounding success, pulling in close to 40 million active monthly users around the globe on its platform. Not only did the firm's value creation resonate with users (including Bill Gates and Syrian refugees), its exponential growth and positive free cash flow indicating the company's liquidity - had attracted major investors including Google. In a space where listed firms played to the tune of investors' quest for more revenue, how could Duolingo balance public markets' demands for growth and profitability while maintaining its original mission of free education moving forward?

City Sealcoating CEO Keith Chaney had just publicly called out the Boston Chamber of Commerce for their slow progress on their supplier diversity program, Pacesetters. Established in 2018 by regional business leaders, Pacesetters was supposed to facilitate relationships between large purchasing organizations and minority-owned businesses in the greater Boston area, eventually leading to procurement contracts for those minority-owned businesses. It was designed as an approach to fix the worsening racial wealth gap in Boston; however, after 2 years of operation, the program did not deliver as many-including the Boston Chamber of Commerce-had hoped. Now nearing its third year, Boston Chamber of Commerce President & CEO James E. Rooney wondered how to best change the program, helping it deliver on its promise to, within a generation, close the racial wealth gap. Chaney, a minority business owner and Pacesetters participant, was skeptical.

The Great Depression was, by far, the worst economic contraction of the twentieth century, and some of the most important ideas about both fiscal and monetary policy in the second half of the century were developed in response to it. The economic collapse, which started with a sudden stock market crash in the United States, had quickly assumed worldwide proportions. A combination of deflation, massive unemployment, dramatic declines in industrial production, numerous banking panics, and catastrophic increases in poverty and homelessness led many to doubt the system of capitalism itself. Old remedies and new cures had been applied with varying degrees of success in different countries, but ongoing diatribes over World War I reparations and debts obstructed any form of meaningful cooperation in the international arena. Nations turned inward, and while world trade collapsed, more than one sought salvation at the extremes of the political spectrum.

This case explores the fuel hedging strategy of Cathay Pacific Airways Ltd. (Cathay, HKEx: 293). Cathay's operating policy was to reduce exposure to fuel price risk by hedging a percentage of its expected fuel consumption. Cathay used fuel derivatives that were economically equivalent to forward contracts to achieve its desired hedging position. Because of the unexpected reductions in airflight capacity due to the COVID-19 pandemic, Cathay's projected fuel consumption far exceeded its actual consumption. Fuel hedging losses skyrocketed. Comparing 2020 to 2019, the total fuel cost decreased by HKD18.4bn or 61.8%. Despite the drop in gross fuel costs (i.e., actual costs on fuel consumption) by HKD21.3bn or 71.9%, the fuel hedging losses increased by an astonishing HKD2.9bn or 28.9 times. According to management, this increase in hedging losses was the result of the steep decline in both fuel usage and fuel prices. In 2019, fuel hedging losses were only -2.9% of the operating profit, whereas in 2020, fuel hedging losses contributed to 16.6% of Cathay's operating losses. In this case, students will grapple with questions about the accounting treatment and financial analysis surrounding hedging transactions. Students will be asked about the major types of hedges and their accounting treatments. Further, students will be asked about the factors affecting the effectiveness of a hedging transaction and, hence, how this effectiveness can impact the accounting treatment.

Abbey Wemimo and Samir Goel founded Esusu in 2018 to help low-to-moderate-income renters build credit history. Esusu, a for-profit impact focused venture, collected rental payments from property managers and reported this data to major credit bureaus, which helped renters improve their credit scores. In April 2020, only six months after closing their first institutional round of capital, New York state issued a lockdown to prevent the spread of the COVID-19 pandemic. During this period, the Esusu leadership team addressed numerous priorities-transitioning their team to operate online, managing employee health concerns, calling clients and investors while still running the company's day-to-day operations. Ultimately, Wemimo and Goel must decide whether to cut costs in order to keep Esusu's existing business afloat or build new products and leverage new partnerships to serve renters and property managers during a time of crisis. In this case, students are encouraged to examine the history and evolution of the credit-scoring models used in the U.S. The case also explores the impact that a lack of credit records may have on American families in particular among minority groups. The case chronicles how Esusu sought to tackle these challenges in a time of crisis, as well as the strategic decisions they faced along the way.

Business leaders are turning their attention toward building prosperity at home, in the communities where they live and work to tackle complex local issues, including health care, early childhood development, and housing. Initiatives that produce results demonstrate five tenets: They tell a clear, purposeful story; combine community priorities with institutional goals; are led inclusively; typically influence the member organizations' own internal policies; and impel company leaders to acknowledge difficult truths.

This exercise puts students into the role of an associate at a marketing and sales agency. They are asked to develop specific recommendations to present to some senior leaders about how the firm can and should become more truly inclusive and just. They also must be specific about the objectives and metrics they believe must be agreed to, and who should be accountable for them, in order to insure progress.

This note provides background on Title 47 US Code § 230, the section of federal law that protects internet companies from liability for the content shared by users, and for the moderation and even removal of that content if considered objectionable. So central is this law to the debate over online speech and content policy that it is commonly referred to simply as ""Section 230,"" even though nearly every one of the 54 titles in federal law also contains a section 230. Passed as part of the Telecommunications Act of 1996, Section 230 ended a ""moderator's dilemma"" that resulted from a 1995 court decision. If that decision had not been overturned, it would have meant internet companies that restricted access to objectionable content became liable for any and all content on their platforms. This technical note is particularly useful when used to facilitate discussion of the case ""Trump v. Twitter, et al."" (UVA-S-0360). The case explores the period in 2020 in which the social media activity of Donald Trump, then president of the United States, started to be moderated by some social media companies, receiving warning labels and even being removed for violating content guidelines.

During a 30-day window between late May and late June of 2020, President Donald Trump earned international attention not only for the content he posted to social media sites such as Twitter, but also for the ways in which social media companies responded to his posts. For the first time in history, social media posts from a sitting president were receiving warning labels, and in some instances were even deleted for violating Twitter's content guidelines, "The Twitter Rules." The substance of a debate over online content that began 25 years earlier had come full circle as a host of social media platforms-initially imagined to help people share group text messages and photos with friends-were now being referred to as the 21st century equivalent of a public square. Had Twitter's executive team gone too far by placing a warning notice on the president's tweets? Would social media companies be able to adapt if the Trump administration's recommendations led to meaningful changes in the law that made "The Twitter Rules" actionable? How will companies prepare for an environment within which content policy is not simply a legal concern but a strategic decision?