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The case describes the challenges that George Diaz, Chief Operating Officer of Simplex Bank in Peru faces, regarding the operational inefficiencies and low service level of its telephone banking services (Simplexphone). The fundamental problem of the case is what segment of the organization should be intervened (new employees, medium experience, or seniors) and what measures should be implemented to reduce the average time of attention (ATH), from 358 seconds to 200 seconds (competitor´s standard). The case describes the organization, the processes, systems, and call center's human management processes. The case presents three possible options to improve AHT: 1) redefining recruitment profiles and processes; (2) reengineering training programs and manuals (3) establishing a robust performance evaluation system. By focusing on the specific question of reducing AHT, the student is given the opportunity to diagnose possible causes and propose specific measures to remedy the situation. The case is accompanied by an Excel database that must be shared as support prior to the sessions, so that the students can generate diagnoses and test hypotheses about the possible problems faced by the organization.

In November 2019, the iconic U.S. jeweler Tiffany agreed to be acquired by the luxury goods conglomerate LVMH. The $16.6 billion transaction was scheduled to close in mid-2020. However, in 2020, the global COVID-19 pandemic took a toll on the luxury goods sector. In September 2020 LVMH announced that it was backing out of the deal. Tiffany filed suit against LVMH. LVMH countersued, arguing that the pandemic triggered a material adverse effect (MAE) clause included in the merger agreement.

In July 2021, Duolingo became one of the few mission-driven education-technology companies to list on the Nasdaq Stock Exchange in the US. Founded in 2011 by Luis von Ahn, a Carnegie Mellon professor from Guatemala, and his doctoral student, Severin Hacker, the start-up was born with a social mission to make language learning universally available. A large part of Duolingo's value proposition was underpinned by free access to all content, game-like lessons, and keeping learners motivated - a recipe that boosted user retention and increasingly, the conversion to paid subscription. Duolingo had enjoyed resounding success, pulling in close to 40 million active monthly users around the globe on its platform. Not only did the firm's value creation resonate with users (including Bill Gates and Syrian refugees), its exponential growth and positive free cash flow indicating the company's liquidity - had attracted major investors including Google. In a space where listed firms played to the tune of investors' quest for more revenue, how could Duolingo balance public markets' demands for growth and profitability while maintaining its original mission of free education moving forward?

This case explores the fuel hedging strategy of Cathay Pacific Airways Ltd. (Cathay, HKEx: 293). Cathay's operating policy was to reduce exposure to fuel price risk by hedging a percentage of its expected fuel consumption. Cathay used fuel derivatives that were economically equivalent to forward contracts to achieve its desired hedging position. Because of the unexpected reductions in airflight capacity due to the COVID-19 pandemic, Cathay's projected fuel consumption far exceeded its actual consumption. Fuel hedging losses skyrocketed. Comparing 2020 to 2019, the total fuel cost decreased by HKD18.4bn or 61.8%. Despite the drop in gross fuel costs (i.e., actual costs on fuel consumption) by HKD21.3bn or 71.9%, the fuel hedging losses increased by an astonishing HKD2.9bn or 28.9 times. According to management, this increase in hedging losses was the result of the steep decline in both fuel usage and fuel prices. In 2019, fuel hedging losses were only -2.9% of the operating profit, whereas in 2020, fuel hedging losses contributed to 16.6% of Cathay's operating losses. In this case, students will grapple with questions about the accounting treatment and financial analysis surrounding hedging transactions. Students will be asked about the major types of hedges and their accounting treatments. Further, students will be asked about the factors affecting the effectiveness of a hedging transaction and, hence, how this effectiveness can impact the accounting treatment.

City Sealcoating CEO Keith Chaney had just publicly called out the Boston Chamber of Commerce for their slow progress on their supplier diversity program, Pacesetters. Established in 2018 by regional business leaders, Pacesetters was supposed to facilitate relationships between large purchasing organizations and minority-owned businesses in the greater Boston area, eventually leading to procurement contracts for those minority-owned businesses. It was designed as an approach to fix the worsening racial wealth gap in Boston; however, after 2 years of operation, the program did not deliver as many-including the Boston Chamber of Commerce-had hoped. Now nearing its third year, Boston Chamber of Commerce President & CEO James E. Rooney wondered how to best change the program, helping it deliver on its promise to, within a generation, close the racial wealth gap. Chaney, a minority business owner and Pacesetters participant, was skeptical.

The Great Depression was, by far, the worst economic contraction of the twentieth century, and some of the most important ideas about both fiscal and monetary policy in the second half of the century were developed in response to it. The economic collapse, which started with a sudden stock market crash in the United States, had quickly assumed worldwide proportions. A combination of deflation, massive unemployment, dramatic declines in industrial production, numerous banking panics, and catastrophic increases in poverty and homelessness led many to doubt the system of capitalism itself. Old remedies and new cures had been applied with varying degrees of success in different countries, but ongoing diatribes over World War I reparations and debts obstructed any form of meaningful cooperation in the international arena. Nations turned inward, and while world trade collapsed, more than one sought salvation at the extremes of the political spectrum.

Abbey Wemimo and Samir Goel founded Esusu in 2018 to help low-to-moderate-income renters build credit history. Esusu, a for-profit impact focused venture, collected rental payments from property managers and reported this data to major credit bureaus, which helped renters improve their credit scores. In April 2020, only six months after closing their first institutional round of capital, New York state issued a lockdown to prevent the spread of the COVID-19 pandemic. During this period, the Esusu leadership team addressed numerous priorities-transitioning their team to operate online, managing employee health concerns, calling clients and investors while still running the company's day-to-day operations. Ultimately, Wemimo and Goel must decide whether to cut costs in order to keep Esusu's existing business afloat or build new products and leverage new partnerships to serve renters and property managers during a time of crisis. In this case, students are encouraged to examine the history and evolution of the credit-scoring models used in the U.S. The case also explores the impact that a lack of credit records may have on American families in particular among minority groups. The case chronicles how Esusu sought to tackle these challenges in a time of crisis, as well as the strategic decisions they faced along the way.

In June 2021, the chief executive officer (CEO) of the Peruvian-based Austral Group S.A.A. (Austral), one of the six largest producers and traders in marine-based foods and ingredients in the Republic of Peru, was concerned about two major ongoing challenges: gender equality and cross-generation employees. In May 2006, Austral merged with and became a subsidiary of Austevoll Seafood ASA (Austevoll), the world-leading Norwegian conglomerate in the fishery and seafood industry. After the merger, Austral improved its foundations of human resources (HR). The newly merged entity built a common organizational culture and created a bond to engage workers in its new culture. In 2007, the company introduced a 10-year plan to drive structural changes in human resource management (HRM). The CEO's current issue is how to overcome the two outstanding challenges to move the company forward and make it sustainable for the future.

Perfect Day was a rising cellular agriculture company specializing in lab-based milk. Its founders had created and patented a formula for an ingredient that could produce authentic-tasting non-dairy products. At the beginning of 2020, the US-based firm received US$140 million in funding, and the founders had to navigate a complex operating and stakeholder environment to map out a growth strategy. The complex situation required them to answer related questions that were easy to understand but difficult to answer. First, the founders would have to chart the expected evolution of the lab-based milk industry as it moved to the full roll-out of products. The founders would next have to decide on Perfect Day's positioning in its changing industry. Finally, they would have to assess the myriad players, both as stakeholders and as potential alliance partners, in order to support the strategic positioning decision.

During a 30-day window between late May and late June of 2020, President Donald Trump earned international attention not only for the content he posted to social media sites such as Twitter, but also for the ways in which social media companies responded to his posts. For the first time in history, social media posts from a sitting president were receiving warning labels, and in some instances were even deleted for violating Twitter's content guidelines, "The Twitter Rules." The substance of a debate over online content that began 25 years earlier had come full circle as a host of social media platforms-initially imagined to help people share group text messages and photos with friends-were now being referred to as the 21st century equivalent of a public square. Had Twitter's executive team gone too far by placing a warning notice on the president's tweets? Would social media companies be able to adapt if the Trump administration's recommendations led to meaningful changes in the law that made "The Twitter Rules" actionable? How will companies prepare for an environment within which content policy is not simply a legal concern but a strategic decision?

Launched in Dhaka, Bangladesh, in 2018, Praava Health ('Praava') delivered high-quality in-clinic primary and specialist care, backed by its own high quality diagnostic laboratories, imaging and pharmacy. Praava was founder Sylvana Sinha's response to what she saw as a broken healthcare system in one of the world's most populous countries, unable to provide efficient, reliable medical attention to the majority of its population. Centered on the patient, it had a flagship state-of-the art medical center in Dhaka, and digital channels, including Bangladesh's first patient app, telemedicine, and e-pharmacy. Behind all this was a highly qualified medical, technical and management team, made possible by equity investments of $11.1 million. But raising funds had been a difficult and arduous process, even as Praava's revenues were growing at around 20% a month. As Sinha proceeded to plan her next steps in Series B fundraising, she wondered if there were modifications that she needed to consider. Were there any changes-in the Praava business model, in the financing structure or in her messaging-that would allow her to break through in the capital markets?

One of the first local manufacturers of screw caps in Chile, INESA expanded rapidly in the region. By 2015, the company had achieved almost 55% market share in the domestic wine sector and 21% in South America, focusing on Chile, Argentina, and Brazil. After more than 40 years in screw cap manufacturing and technical customer support, INESA was acquired in 2017 by RMD Group, which forged a new path to consolidation in the international market. Inspiral was established in 2018 to represent the company's strategy regarding innovation and internationalization. Along with Ramondin (an RMD Group capsule manufacturing brand), Inspiral was a specialist in designing, manufacturing, and packaging a complete portfolio of fastening products for wine, champagne, and spirits bottles. By the end of that first year, two challenges confronted Inspiral: (1) Rapid expansion in the national wine market had seen a similar rising need for quality and low-cost screw caps. As a leading manufacturer of screw caps in Latin America, Inspiral had to create additional value through its strategic positioning and operational excellence. (2) Although Inspiral had the dominant market share, its position was threatened by the possible entry of the Polish company Zakretka, a major international player, into Chile, Inspiral's home market. The case study asks students to compare the competitive and operating strategies of the company and its rivals. In addition, it requires a competitive trade-off analysis of the two companies and the specific operational changes Inspiral needs to remain competitive in the international market.

In January 2011, China-based Joyson Automotive Group (Joyson) acquired Preh GmbH (Preh), a German manufacturer of high-end automotive components. While Joyson had lower capabilities in areas such as management and engineering, it was able to ensure a successful acquisition of the more competent firm Preh after years of careful planning and relationship building. Joyson had grown over 14 years to become a US$10 billion manufacturing company by continuously acquiring more capable firms. The acquisition of Preh would make the two companies powerful players in the global automotive parts supply market and promised to provide Preh with financial resources and access to the lucrative Chinese automotive market, but only if the Chinese and German companies could be integrated successfully. How could Joyson's management team ensure a successful integration of a firm with superior management, soft skills, and technical capabilities?

In October 2020, the managing director of Laurs & Bridz Pharmaceuticals Private Limited was considering changing the company's sales strategy to reflect the challenges that India's pharmaceutical industry was facing during the COVID-19 pandemic. The company was also considering launching a new antiviral drug. The COVID-19 pandemic had disrupted many routine sales practices, such as in-person meetings with customers, and had also affected drug distribution. Consequently, the sales team had managed to achieve only 87.4 per cent of its sales targets in the first three quarters, with a mere 9.3 per cent growth over the previous year against a targeted growth rate of 25.1 per cent. The managing director had to consider all factors affecting his company's sales performance during the COVID-19 crisis. What strategies could he devise to motivate sales managers and representatives facing uneven growth across different zones? Should he revise sales targets this late in the year? What were the pros and cons of launching a new product during these times of market uncertainty?

QuantumScape CEO Jagdeep Singh juggles the many activities required to lead the next-generation battery pioneer. Founded in 2010, QuantumScape's mission was to develop new "solid-state" car batteries that would improve upon traditional lithium-ion batteries in key areas such as range, charging speed, durability, cost, and safety. Success, they believed, would accelerate the transition from gasoline-powered cars to electric vehicles. Between 2010 and late 2020, QuantumScape operated in stealth mode and raised venture financing totaling more than $800 million. The team grew to over 200 employees, nearly all scientists and engineers working on the technical challenges associated with creating a solid-state battery that could be produced at scale. By summer 2020 it was clear to Singh and the board that the company required more capital to help fund its commercialization plan. In November 2020, QuantumScape went public by merging with a Special Purpose Acquisition Company (SPAC). Now, with that capital in hand, production facilities under construction, and a signed joint venture with Volkswagen, Singh expected to see cars with its batteries on highways by 2025.

In 2021, AppHarvest completed construction of a 60-acre indoor farming facility, one of the world's largest, recorded its first sales, and went public in a multi-billion dollar IPO. Described as "a force of nature," Jonathan Webb founded the company to bring jobs back to Appalachia. Now, as he plans for more indoor farms, he has to face the challenges of growing a company quickly.

The Washington Post (The Post) is one of the world's most respected news-media organizations. After joining The Post as CEO and publisher in 2014, Fred Ryan worked with owner Jeff Bezos and The Post's executive team to bring about an extraordinary digital transformation at the global news organization. Despite all its success, The Post faced several significant business challenges in 2021, including new competitors, a growing number of channels through which readers consumed news, and rapidly changing consumer behavior. In response, The Post developed a digital-product mindset, rebuilt its newsroom, redesigned core business processes, built a software-as-a-service (SaaS) technology platform that functioned as a very profitable "business within a business," and announced the creation of Next Generation-a new initiative to accelerate the acquisition of younger and more diverse audiences through new products, practices, and partnerships.

With the arrival of a digital era, digitalization has penetrated into every aspect of production and life, and brought many new opportunities and challenges. Under such circumstances, traditional enterprises have launched digital transformation one after another. It's worthwhile to draw on the experience of these enterprises in addressing the pain points and difficulties encountered in their chosen strategic path and the progress of digital transformation. Beiqi Foton Motor Co., Ltd. ("Foton Motor" for short), established in 1996, kicked off digital transformation in the integration of informatization and industrialization (IoII). After 2015, Foton began to step up efforts in digitalization, established the "114" digital system architecture, and built an automotive ecosystem integrating vehicle manufacturing, core parts, auto finance, Internet of Vehicles and e-commerce for the commercial vehicle market. This case focuses on the process of Foton Motor's digital transformation.

Set in 2020, this case focuses on the strategic roles of the Association of Independent Wealth Managers (AIWM), as an industry advocate of the independent asset managers (IAMs) in Singapore. This case is motivated by two observations: first, the rapid growth of the IAM sector in Singapore, and second, the need for self-regulation, self-education, and self-advocacy among the burgeoning group of diverse IAMs on the island. The case examines the motivation behind the establishment of the AIWM in 2011, its vision and mission, its roles toward members in terms of services provided, contributions to the sector, and the strategic plans to represent the IAMs as key stakeholders in the evolving wealth management ecosystem of Singapore. The case also explores the value propositions of the IAM's wealth management model, the public's awareness and reception of the model, and how the AIWM can more effectively advocate the IAM model to various stakeholders. Lastly, it prompts the reader to think deeply on the open question of how the AIWM can help its members address a pertinent question that clients are asking the IAMs - "How are IAMs able to help clients achieve a more holistic and inclusive wealth management offering?"