學門類別
哈佛
- General Management
- Marketing
- Entrepreneurship
- International Business
- Accounting
- Finance
- Operations Management
- Strategy
- Human Resource Management
- Social Enterprise
- Business Ethics
- Organizational Behavior
- Information Technology
- Negotiation
- Business & Government Relations
- Service Management
- Sales
- Economics
- Teaching & the Case Method
最新個案
- A practical guide to SEC ï¬nancial reporting and disclosures for successful regulatory crowdfunding
- Quality shareholders versus transient investors: The alarming case of product recalls
- The Health Equity Accelerator at Boston Medical Center
- Monosha Biotech: Growth Challenges of a Social Enterprise Brand
- Assessing the Value of Unifying and De-duplicating Customer Data, Spreadsheet Supplement
- Building an AI First Snack Company: A Hands-on Generative AI Exercise, Data Supplement
- Building an AI First Snack Company: A Hands-on Generative AI Exercise
- Board Director Dilemmas: The Tradeoffs of Board Selection
- Barbie: Reviving a Cultural Icon at Mattel (Abridged)
- Happiness Capital: A Hundred-Year-Old Family Business's Quest to Create Happiness
Starling Systems Vignettes
內容大綱
Jack Swain, the newly appointed CEO of Starling Systems, a call center software solutions company, had a problem. Swain had recently hired in a new VP of operations, Felicia Shaw, and while she had instituted a number of much-needed changes within the organization, she had not been well-received by the tight-knit customer service team. Specifically, Starling System's top performing customer service representative, Judith Fenton, was not happy and her productivity had dropped sharply as a result. Jack had a brief discussion with Judith at the coffee bar one morning, where she revealed her discontent with Felicia's "hovering" and "harping," declaring that she could not work with her any more. The vignette ends with Jack getting ready to plan his conversation with Felicia.