個案資料
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BrightView Plumbing and Heating: A New Business Model
內容大綱
BrightView Plumbing and Heating (BrightView) was founded in 1997 to provide plumbing services for both residential and commercial customers. The founder's son joined the company in 2008 and implemented a new operational strategy. However, he soon discovered problems in the process and procedures. Although he was able to apply an effective system for warehousing products internally, by 2015, the day-to-day policies and operational activities were not proving to be efficient, and the cost of goods sold was rising at a higher rate than the increase in sales. The company encountered miscommunication between the appointment scheduling (dispatching) and the availability of parts. BrightView needed to resolve the issues by analyzing the current situation and developing recommendations for improvement.
學習目標
The case can be integrated into various advanced undergraduate or graduate courses, including operations management, logistics, supply chain management, project management, or information technology (specifically, systems design, business process, or strategy). After completion of the case, students will be able to</br><ul><li>analyze process and tasks associated with a service-based business that requires timely completion and quality customer service to remain profitable;</li><li>determine the sources of problems related to information systems and business processes, and find approaches to eliminate those issues; and</li><li>explore the application of various techniques related to business process re-engineering and integration into business operations.</li></ul>