個案總覽

When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company's competitive focus from card networks to cash itself. Mastercard's new vision of a "World Beyond Cash" distilled into a three-pronged framework: Grow the core business, Diversify customers and employees, and Build new businesses that reinforce Mastercard's core capabilities. With digital technologies on the rise, Banga knew that innovation would need to become a strategic imperative. Yet, in a 2010 survey, Mastercard's 7,000 employees ranked "innovation" as the 26th most important factor for the future of Mastercard in a list of 27. Banga tasked Garry Lyons, who had joined Mastercard through the 2009 acquisition of Orbiscom, with infusing innovation into Mastercard's culture. With a significant incremental investment, and free reign to spend it as he pleased, Lyons created Mastercard Labs-a global R&D network that became a catalytic force for change at the company. In December 2017, Lyons is stepping down from his role as Chief Innovation Officer and reflecting on the path ahead for Mastercard and its Labs.

China Huarong Asset Management Co., Ltd. was a majority state-owned financial asset management company in China, with a focus on distressed asset management. On 30 June 2020, Huarong had around CNY1.7tn in total assets. It missed the deadline for its 2020 annual report filing to the SEHK at the end of March 2021, and its shares were suspended from trading after 1 April 2021. A major concern the investors had about the company was a direct result of the execution of its former chair, Lai Xiaomin, in January 2021 for financial crimes involving the abuse of power to allocate credit through Huarong. In April 2021, offshore US dollar bonds issued by Huarong plunged in value, and credit agencies downgraded the company's ratings as an issuer and as a company. There was also pressure on Huarong for the repayment of around CNY143bn in Chinese corporate debt due at the end of 2021. In order to reduce the risk of the market tumbling and to assist Huarong's cash flow, Chinese regulators asked Chinese banks to provide loans to the company, in order to stabilize the banking industry. In addition, the regulators suggested Huarong had the option of restructuring.

Ascend Behavior Partners provided applied behavioral analysis (ABA) services to families with children with autism. The growing autism services market presented a massive opportunity for Ascend to provide quality care to families in need. Ascend's delivery model relied on board certified behavior analysts (BCBAs), who were the backbone of providing care to families with children with autism. But the severe imbalance between supply and demand for these critical skills posed a challenge for companies like Ascend looking to hire qualified BCBAs. After struggling with its BCBA offer acceptance rate, Ascend made a counter-intuitive decision in December 2018 and altered its BCBA hiring process to make it substantially more challenging and time-consuming. The new process was designed to give applicants a chance to experience Ascend's culture in a more meaningful way throughout the hiring process. The epicenter of the revamped hiring process was an in-person, full-day interview, where applicants spoke with a range of employees across the company. Almost immediately after implementing the change, Ascend saw its offer acceptance rate spike from 50 percent to 90 percent. This case discusses how to create a hiring process that accurately conveys the culture of a company.

This case describes TerraCycle's history as an innovative recycling platform and focuses on the business model of its newest endeavor, Loop. After significant growth of TerraCycle and successfully orchestrating recycling solutions for hard-to-recycle materials through relationships with sponsor brands, logistics companies, and recycling processors, Loop was launched to address the global waste crisis at the root level. The key insight upon which Loop's value proposition was built is the notion that no one needs or wants to own the containers their goods were packaged in after the product has been used. With inspiration from the traditional milkman concept, Loop set out to leverage its extensive brand network and logistics relationships to orchestrate a reuse model.

The founder of Jucai Human Resources Development Co., Ltd. had witnessed the development of China's human resources service industry over the previous 20 years. In the company's early stages, it had mainly relied on the advantage of information asymmetry of the Internet to carry out online recruitment services. But from 2015, the founder became interested in and confident about the prospects of providing a talent assessment service for public institutions and thus decided to start such a service. After five years of development, the company had become a leading enterprise in the domestic talent assessment service for public institutions. However, with the onset of the COVID-19 pandemic, talent assessment services for public institutions suddenly stagnated. The founder realized that this service was too dependent on government policy support, although income from this service accounted for 70 per cent of its revenue. If public institutions shifted their talent assessment business from outsourcing assessment to independent assessment, the company would face a severe challenge. Therefore, the founder had to consider how his company could reduce its dependence on policies and achieve sustainable development by using existing data resources.

A 24-year-old female employee landed her first career job at Exeter Group only a few months after graduating from university. The employee worked as an assistant to the company's co-founder and chief executive officer. A few months after the employee began her new job, her boss began making work requests that seemed personal and then began making repeated sexual advances, which made the employee feel increasingly uncomfortable. The employee tried to curb the boss's behaviour on several occasions, but she felt caught between dealing with harassment from her boss and trying to develop her career. One late evening during a business trip, the boss drunkenly and forcibly disrupted the employee in her hotel room and attempted to coerce her into having sex with him. The employee evaded the advance by locking herself in the bathroom of her hotel room. As she sat on the floor of the bathroom, she wondered how she had found herself in this extremely difficult situation and how she would get out of it.

In 1965, Smithtown, Arkansas, had virtually no natural resources, core competencies, human capital advantages, or infrastructure advantages. The local river was impassable and not suitable for transport, and the town had no rail line and no airport. Smithtown's young population (about 18,000 scattered across two counties) was pretty much stagnant and comparatively less educated than the rest of the United States. Although Smithtown had low-cost land and labour, which was ideal for tourism, it lacked anything that tourists typically looked for and had just a few natural attractions, although nothing spectacular. The town's leaders wondered what the future would hold and whether there was anything they could do to steer the town's future direction and avoid its ruin.

In August 2021, uTrade Solutions Pvt. Ltd. (uTrade) was considering various options for its future. The financial technologies (fintech) company was founded in 2011 and based in Mohali, India. By 2021, uTrade had become a trusted state-of-the-art technology solutions provider to India's major stockbrokerage firms. However, the changing market landscape, declining brokerage margins, and market disruption by discount brokers were creating challenges for uTrade's business model, forcing the company to consider alternative growth strategies that were more aligned with the new market requirements. Although vertical integration could help uTrade capture a larger share of the value chain, it could also create a potential conflict of interest with existing clients. Horizontal expansion through a new banking, insurance, or digital payment venture could also have benefits and potential challenges in terms of resource deployment and compatibility with the existing business model. Another issue was a push from uTrade stakeholders to sell the company and enter another segment of the fintech industry. The founder had to make a decision.

Set in June 2021, the case documents the evolution and outcomes of CALISTA, a trade facilitation platform launched by Global eTrade Services (GeTS), Singapore, in 2018. With an affordable subscription model, CALISTA aided smooth trade flow by enabling single window management of the compliance, logistics, and trade finance. The COVID-19 pandemic disrupted international trade flows and altered consumer behaviour, spurring the boom of eCommerce. The scenario prompted the trade community to embrace trade automation in its quest for predictability, visibility and efficiency. Consequently, CALISTA's sales nearly doubled. However, driven by a legacy mindset, many SMEs were still doing trade the old-fashioned way. Kok Keong Chong, the Chief Executive Officer of GeTS, wondered how he could bring on board more customers to CALISTA.

In 2010, 3G Capital acquired Burger King, the second largest burger chain globally. 3G expanded Burger King's operations via acquisitions into a multi-brand business, renamed Restaurant Brands International. The acquisition had been a financial success story for 3G. However, in recent years RBI had faced its share of challenges including competition in its home markets, the rollout of a digital strategy, and increased employee turnover. In March 2022, the questions facing José Cil, RBI's CEO, and the company's co-chairmen, Daniel Schwartz and Alex Behring, were whether they had done the right things to address these challenges and position RBI for continued success and what else needed to be done?

A major home builder wishes to purchase lumber (Southern pine). The builder wants delivery in six months but prefers to lock-in the price near current rates. The lumber wholesaler must decide on a pricing and sourcing strategy. Examples include: 1) buy & hold, 2) wait and see, and 3) hedge with futures. There is no futures market in Southern pine, but there is a market in Hem-Fir (a somewhat similar wood). Data on historical spot and futures prices is provided.

This business case is about the battle between Amazon Marketplace and Shopify in the competitive and fast-growing e-commerce market. It uses the decision-making process of the Pizza Pilgrims, a chain of pizza restaurants in London who pivoted to e-commerce during the COVID-19 pandemic. The case explains how the two platforms define their target customer and value proposition, how they make money and their strategies to scale. Students will be encouraged to study the differences between transaction, innovation, and hybrid platform models, understand the strengths and weaknesses of each, and reflect on the application of platform strategies to other industries. They will also consider what strategy Amazon Marketplace and Shopify might adopt for future growth and reflect on whether one model might be more successful than the other. Platform strategy is deployed by the most valuable companies in the world to create value by opening their platform to third parties with complementary innovations like Apple iPhone or Sony PlayStation, or by connecting demand and supply of a given market like Uber or Airbnb. The success and growth of platforms depends on a deep understanding of the types of platforms, monetization strategies and the complex dynamics of network effects. Pizza Pilgrims' choice of Shopify over Amazon Marketplace demonstrates how Shopify developed a compelling value proposition to help merchants build their brands and leverage direct relationships with their customers across multiple channels. This matches their strategy to design an asset-light, open innovation platform where an ecosystem of developers helps merchants innovate, allowing the value capture (revenue and shopper insights to fuel future innovations) to be shared across all sides. By contrast, Amazon Marketplace is designed to offer variety, low prices, and fast delivery to shoppers; this matches with their strategy to design a transaction platform where value is extracted from merchants and offered

In 2011 Katrina Lake launched a new type of online retailing, Stitch Fix, a personal styling service based on a mix of human creativity and artificial intelligence, and grew it into a $3.6B company. Like many other successful retail businesses, it rapidly caught Jeff Bezos's eye. And nothing good comes when Jeff Bezos notices you and decides to compete. After a first attempt to challenge Stitch Fix in June 2017 with Prime Wardrobe, Amazon unveiled Personal Shopper in 2019, a new service that worked similar to Stitch Fix. Will Bezos do to Lake's Stitch Fix what he did to Barnes & Noble with books? Or will Stitch Fix be able to fend off the retail giant Amazon?

Early in August 2021, DaVita CEO Javier Rodriguez was assessing the ongoing impact of the COVID-19 pandemic on his firm, which provided life-sustaining kidney dialysis to roughly 240,000 people. Effective infection control practices and information sharing had ensured that no COVID case had yet been transmitted to patients or staff on DaVita premises. A strong corporate culture had fostered the commitment among DaVita staff and management to each other and to their patients that had enabled their successful collective response. But 18 months into the pandemic, unprecedented staff attrition, exhaustion, and the now rapidly spreading Delta variant had Rodriguez and other DaVita managers concerned that the traits that had sustained the firm to date were no longer enough.

"The case focuses on strategy and governance issues at SWVL, a tech-enabled mass mobility marketplace. It describes the journey of CEO and Chairman Mostafa Kendil on his journey from founding to the company's listing on Nasdaq. Since its founding in Egypt in 2017, Swvl produced a series of great successes with its innovative solution that promised safe, reliable, and affordable mass commuting trips in markets where such a service was unavailable. In a short time, Swvl was able to raise notable amounts in MENA (Middle East and North Africa) investor funds, expand geographically to neighboring and faraway markets, and become the fastest growing unicorn in the region. Expanding the company's existing regional footprint, Kandil and his team were pursuing their ambition to become the world's number one mass mobility provider. They worked with Queen's Gambit, a SPAC (Special Purpose Acquisition Company), to take the company public on Nasdaq. They established both statutory and advisory boards that would not only guide the company on its growth plans but also showcase its strong compliance agenda-a priority from the outset. Once listed, Swvl would become the second and the youngest MENA-based company to ever go public on Nasdaq. With this, Swvl accepted a challenging responsibility: it would have to position itself among well-established U.S. public companies on one hand and overcome the notorious reputation MENA-based companies had for corporate governance on the other. To emerge successful in global financial markets, Swvl had to ensure that its marketplace design was lean enough to allow the company to grow profitably without compromising customer experience on its rides. Swvl also had to assess its expansion strategy, particularly in terms of how fast and how far it could launch in new markets without mishap.

Building on Nobel Prize-winning research, nearly a decade of experience investing in impact funds, and a lifetime of social and economic justice advocacy, Daryn Dodson's Illumen Capital, an impact investment fund-of-funds, was at a critical juncture. Prior to founding Illumen in 2017, Dodson struggled with finding a way to transfer the success he had experienced in building awareness across teams at institutional asset allocators on topics of diversity, equity, and inclusion to long-term organizational change. Instead, he observed that the investment teams-those with the most power and leverage-rarely engaged in the work, and many investments were underperforming from both a return and impact perspective because of racial and gender biases. Indeed, research consistently showed that diverse managers offered alpha enhancements for investors-not just because diversity at the general partner level led to better investment decision-making and differentiated deal flow, but because diverse managers drove diversity at the portfolio company level as well. This meant a staggering missed opportunity considering that just 1.4 percent of the $82 trillion of the asset management industry was overseen by firms owned by women and people of color. Through Illumen's proprietary bias reduction programming, and because of its powerful fund-of-funds structure, Dodson was well positioned to reduce bias and unlock impact and returns. Specifically, the 10-year curriculum was a means of spurring long-term institutional change beyond one-off trainings; however, Dodson knew that changing one firm in an entire ecosystem was not enough. To elicit lasting change, he would have to enlist many firms working together to create field transformation and capitalize those firms with specific plans to reduce bias. Further, the fund-of-funds structure was a leverage point in the system; its top-down effect allowed 10 times more impact than investing at the company level.