個案資料

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to contain kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as counter to the Pret culture? Through this decision point, the case frames a discussion about how companies build service models to reliably deliver customer service excellence. The case also helps students understand the role of employee management systems in creating consistent service experiences and introduces a set of innovative employee management practices.

• Product management
• Business models
• Personal finance
• Leadership development
• Production planning
• Leadership styles
• Information management
• Employee retention
• Employee empowerment
• Software development and engineering
• Employee privacy
• Employee performance management
• Power and influence
• Service management
• Strategy execution
• Financial statements
• Customer service
• Advertising
• Cross-functional management
• Stock markets
• Risk management
• Diversity and inclusion
• Incubators
• Strategic planning
• Innovation
• Career planning
• Business growth
• Career advancement
• Managing employees
• Branding
• Decision making and problem solving
• Community development
• Strategy management