個案總覽

An entrepreneur is looking at opening a coffee shop franchise. She has investigated a number of options and has narrowed the selection down to two. She wants to have the coffee shop up and running in six months and must make a decision on which franchise is the best choice. This case deals with service management and looks at franchising as a growth option.

Teradyne, a leading manufacturer of semiconductor test equipment, embarked on a multiyear effort to improve its product development capabilities and to implement more formalized project management approaches. Examines the development of a new-generation tester that involved significant hardware and software design. For this, the company decided to implement new approaches to project management and project teams. Invites discussion of the effectiveness of these approaches and the general lessons for the management of product development.

Scharffen Berger, a premium brand chocolate, is growing rapidly and must decide where and when to add capacity in the production line and with what technology. The company must consider the demands of marketing, the impact on quality and reputation, and the economics of alternative approaches to increasing output in both the short term and long term. Provides an opportunity for students to examine the existing process technology and flow, to understand the determinants of product quality, and to make recommendations about changes that will expand the capabilities of the firm in supplying its premium products to a rapidly growing market segment.

An abstract is not available for this product.

The Novartis Venture Fund is considering investing into a start up, Genedata, and must take into account the valuation analysis by both the start up as well as Venture Valuation -- an independent boutique organization that specializes in valuing high growth potential startups. NVF uses the Venture Valuation inputs to determine how best to structure the next round of financing for Genedata and the case requires the reader to discuss and analyze pricing, further financing requirements, and exit strategy for the fund.

The case describes the development of a radically new product within a large automobile company. It illustrates the difficulties encountered by the development team, both technically and concerning the organizational conflicts arising due to competition for resources, differing views of strategic priorities, internal resistance and insufficient relationship management with internal and external partners.

The president of Mcavan Advertising, a full advertising, marketing and design agency, was trying to decide what to do about a long-term client's request. The client, Floos Inc., had referred the president of Ryl Enterprises to Mcavan Advertising and Mcavan began work on the new account. Later, Floos Inc. claimed that Ryl Enterprises was a competitor of Floos and asked Mcavan not to work further with Ryl. Students have to identify and evaluate Mcavan's various options.

Delivered-cost analytics can tell you how much those supply chain services you're offering are really costing you.

Achieve better overall security by funding joint projects between physical and IT security departments.

Jack Emmons, the CEO of Voici Brands, knew his apparel company needed a supply chain overhaul. Over the past couple of years, sales had dropped because of late deliveries, stock-outs, and other supply problems. Meanwhile, a major competitor had significantly reduced its time to market and boosted its bottom line by outsourcing all its product lines to a dazzlingly efficient "supply chain city" in Shanghai. Unfortunately, Jack's company was just too decentralized to use the supply chain city. Each of Voici's five units was like a subsidiary, with its own legacy, management, and suppliers. The unit heads wouldn't sit still for a supply chain consolidation; they had worked too hard to forge vendor relationships. Inspired by a magazine article, Jack decided to appoint a supply chain czar to oversee changes in logistics and procurement. He could hire Ravi Chandry, an aggressive outsider who had centralized supply chain operations for the world's second-largest snack food and beverage company. Or he could promote Tony Rini, a highly capable, trustworthy Voici veteran who had no experience consolidating supply operations but could win hearts and minds. Ravi told Jack that only a Rottweiler could do the job right. Tony lobbied for a more cautious approach: Start with low-hanging fruit, get a few quick wins, then move on to other areas. What kind of leadership will get Voici's units to pull together? Commenting on this fictional case study in R0509A and R0509Z are Shakeel Mozaffar, group vice-president of Global Supply Chain at ICI in London; Robert W. Moffat, Jr., senior vice-president of Integrated Supply Chain at IBM; John D. Blascovich, a vice-president of Chicago-based A.T. Kearney and head of its sourcing practice in North America; and Nick LaHowchic, president and CEO of Limited Logistics Services, an internal service subsidiary of Limited Brands in Columbus, Ohio.

Today, you are about as safe in a U.S. hospital as you would be parachuting off a bridge or a building. But it doesn't have to be that way. Right now, some hospitals are making enormous short-term improvements, with no legislation or market reconfiguration and little or no capital investment. Instead of waiting for sweeping changes in market mechanisms, these institutions are taking an operations approach to patient care. In case after detailed case, this article describes how doctors, nurses, technicians, and managers are radically increasing the effectiveness of patient care and dramatically lowering its cost by applying the same capabilities in operations design and improvement that drive the famous Toyota Production System. They are removing ambiguity in the output, responsibilities, connections, and methods of their work processes. These changes--which can be done in the course of an ordinary workday, sometimes in a matter of hours--are designed to make the following crystal clear: Which patient gets which procedure (output)? Who does which aspect of the job (responsibility)? Exactly which signals are used to indicate that the work should begin (connection)? And, precisely how is each step carried out (method)? Equally important, managers are being transformed from rescuers who arrive with ready-made solutions into problem solvers who help colleagues learn the experimental method. Thus, these hospitals are breaking free of the work-around culture that routinely obscures the root causes of so many problems, creates so much waste, and leads to so many unnecessary deaths.

Jack Emmons, the CEO of Voici Brands, knew his apparel company needed a supply chain overhaul. Over the past couple of years, sales had dropped because of late deliveries, stock-outs, and other supply problems. Meanwhile, a major competitor had significantly reduced its time to market and boosted its bottom line by outsourcing all its product lines to a dazzlingly efficient "supply chain city" in Shanghai. Unfortunately, Jack's company was just too decentralized to use the supply chain city. Each of Voici's five units was like a subsidiary, with its own legacy, management, and suppliers. The unit heads wouldn't sit still for a supply chain consolidation; they had worked too hard to forge vendor relationships. Inspired by a magazine article, Jack decided to appoint a supply chain czar to oversee changes in logistics and procurement. He could hire Ravi Chandry, an aggressive outsider who had centralized supply chain operations for the world's second-largest snack food and beverage company. Or he could promote Tony Rini, a highly capable, trustworthy Voici veteran who had no experience consolidating supply operations but could win hearts and minds. Ravi told Jack that only a Rottweiler could do the job right. Tony lobbied for a more cautious approach: Start with low-hanging fruit, get a few quick wins, then move on to other areas. What kind of leadership will get Voici's units to pull together? Commenting on this fictional case study in R0509A and R0509Z are Shakeel Mozaffar, group vice-president of Global Supply Chain at ICI in London; Robert W. Moffat, Jr., senior vice-president of Integrated Supply Chain at IBM; John D. Blascovich, a vice-president of Chicago-based A.T. Kearney and head of its sourcing practice in North America; and Nick LaHowchic, president and CEO of Limited Logistics Services, an internal service subsidiary of Limited Brands in Columbus, Ohio.

Jack Emmons, the CEO of Voici Brands, knew his apparel company needed a supply chain overhaul. Over the past couple of years, sales had dropped because of late deliveries, stock-outs, and other supply problems. Meanwhile, a major competitor had significantly reduced its time to market and boosted its bottom line by outsourcing all its product lines to a dazzlingly efficient "supply chain city" in Shanghai. Unfortunately, Jack's company was just too decentralized to use the supply chain city. Each of Voici's five units was like a subsidiary, with its own legacy, management, and suppliers. The unit heads wouldn't sit still for a supply chain consolidation; they had worked too hard to forge vendor relationships. Inspired by a magazine article, Jack decided to appoint a supply chain czar to oversee changes in logistics and procurement. He could hire Ravi Chandry, an aggressive outsider who had centralized supply chain operations for the world's second-largest snack food and beverage company. Or he could promote Tony Rini, a highly capable, trustworthy Voici veteran who had no experience consolidating supply operations but could win hearts and minds. Ravi told Jack that only a Rottweiler could do the job right. Tony lobbied for a more cautious approach: Start with low-hanging fruit, get a few quick wins, then move on to other areas. What kind of leadership will get Voici's units to pull together? Commenting on this fictional case study in R0509A and R0509Z are Shakeel Mozaffar, group vice-president of Global Supply Chain at ICI in London; Robert W. Moffat, Jr., senior vice-president of Integrated Supply Chain at IBM; John D. Blascovich, a vice-president of Chicago-based A.T. Kearney and head of its sourcing practice in North America; and Nick LaHowchic, president and CEO of Limited Logistics Services, an internal service subsidiary of Limited Brands in Columbus, Ohio.

This is an MIT Sloan Management Review article. Global sourcing is an advanced but complex approach to sourcing and supply management. Uses survey research to gauge the extent to which companies are currently practicing global sourcing, which involves integrating and coordinating common items, materials, processes, technologies, designs, and suppliers across worldwide buying, design, and operating locations. In a sample consisting of supply executives primarily from large, North American-based multinationals, particularly manufacturers, the majority of survey respondents said their companies practice some form of international purchasing, a less integrated and coordinated approach than global sourcing. However, more than 70% of managers surveyed said that their companies plan to use global sourcing in the future. Identifies a set of features common among companies that excel at global sourcing: executive commitment to global sourcing; rigorous and well-defined global sourcing processes; availability of resources needed for the global sourcing initiative, including access to qualified personnel and budgets; information technology systems that support data analysis on a worldwide level; organizational design features that support the initiative, such as an executive committee that oversees global sourcing; structured approaches to communication, such as regular strategy review sessions; and methodologies for measuring savings from global sourcing.

This is an MIT Sloan Management Review article. Many companies leave risk management and business continuity to security professionals, business continuity planners or insurance professionals. Argues that building a resilient enterprise should be a strategic initiative that changes the way a company operates and increases its competitiveness. Reducing vulnerability means both reducing the likelihood of a disruption and increasing resilience. Resilience, in turn, can be achieved by either creating redundancy or increasing flexibility. Redundancy is the familiar concept of keeping some resources in reserve to be used in case of a disruption. Although necessary to some degree, redundancy represents pure cost with no return except in the eventuality of disruption. Contends that significantly more leverage, not to mention operational advantages, can be achieved by making supply chains flexible. Flexibility requires building in organic capabilities that can sense threats and respond to them quickly. Drawing on ongoing research at the MIT Center for Transportation and Logistics, the authors describe how resilient companies build flexibility into each of five essential supply chain elements: the supplier, conversion process, distribution channels, control systems, and underlying corporate culture.

This is an MIT Sloan Management Review article. The practice of pushing product by building inventory in anticipation of demand has fallen out of favor in recent years. Many companies prefer to build product only in response to actual demand. This permits firms to avoid costly supply and demand mismatches. Given how successful product-based firms have been with this approach, it is only natural to wonder how it would apply to service firms. Some argue that services cannot be inventoried. Yet, this view relies on an extremely narrow definition of inventory as finished product waiting for customers. In practice, the authors say, inventory also serves as a way to store work that functions as "service inventory." As with physical inventories, service inventories allow firms to buffer their resources from the variability of demand and reap benefits from economies of scale while benefiting customers. By using the correct form of service inventory, companies have the opportunity to offer better quality, faster response times and more competitive pricing. Using examples from the travel, hospitality, and insurance industries, discusses how service firms can use inventory as a strategic lever in designing and managing service offerings.

Considers whether the management of Procter & Gamble (P&G) Pharmaceuticals should adopt Web-based electronic data capture (EDC) as the default standard for the management of its clinical drug trials. Provides a detailed description of the existing paper-based process for clinical trial management at P&G and asks students to consider whether and to what extent the use of information technology--in the form of Web-based EDC--could improve that process. Highlights tensions surrounding the implementation of new technologies and considered potential barriers to implementation both within the firm and with other firms in the value chain. Finally, considers how a firm should structure relationships with external providers of new, process-related technologies.

This note focuses on the fundamentals of managing process flows. A process viewpoint is useful when the goal is to manage operational metrics such as capacity, cost, inventory, or responsiveness. The note examines Little's Law, the fundamental relationship among three important metrics: average inventory, average throughput time, and average throughput rate in any system that is in equilibrium.

Explores the contextual elements of Major League Baseball and presents data to allow for an analytic examination of alleged market inefficiencies within the sport.

An abstract is not available for this product.