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Inspired by C.K. Prahalad's "The Fortune at the Bottom of the Pyramid", Novartis was exploring ways to build a sustainable business for the BOP in India that would improve access to healthcare for the poor while being financially profitable, unlike Novartis's traditional philanthropic and corporate social responsibility approaches. To succeed, it had to answer a series of strategic questions: Which BOP patients should be targeted to best achieve the social and financial goals of the programme? Which diseases should it cover, and with what types of products (patent-protected, generics, OTC)? Which stages of the patient journey should the programme address? Which stakeholders should be targeted? What communication channels should be used? What should be the programme scale? Where to 'house' the social business group in the Novartis organization?

To support a new digital strategy launched in 2014 in response to multiple sources of disruption, ING Netherlands restructured in 2015 into an agile organization. Agility is based on speed, flat, collaborative and customer-centric design principles. In October 2017, ING was considering rolling the agile organization to Belgium in view of a merger of the two countries operations. On the one hand, agility was proving very effective to respond to disruption. But on the other hand, there were signs of tensions in the organization, some resulting from agility, some from the change process itself. The case puts participants in the shoes of Herman Tange, a tribe leader, in October 2017 as he ponders his recommendations about the future of the agile organization model to his new CEO. Herman wants to discuss three options.

This case elucidates the need for water for businesses, with a focus on beverage companies. The global scarcity of water as a resource and the conflicts that surround its usage is elaborated. The water footprint of the cola companies and two other major companies of Nestle and Unilever are highlighted along with the strategies they have used to try and circumvent the problem, since they rely extensively on water as it is the main ingredient in their final products. The case also provides rich data to discuss and analyze the risks associated with water usage be it financial social, reputational etc.

This case provides the opportunity for a comprehensive analysis in a service operations strategy course. It touches on subjects including the customer value proposition, profitability, employee management, customer management, robust people versus robust process, queue management, and staffing models. This case can be used as a basis for discussing the ""Four Truths"" from Frances Frei and Anne Morriss, Uncommon Service: How to Win by Putting Customers at the Core of Your Business, 6th ed. (Boston: Harvard Business Press, 2012). The Four Truths are (1) you can't be good at everything, (2) someone has to pay for it, (3) you must manage your employees, and (4) you must manage your customers. Students are asked to decide the necessary service strategy and operational changes as Schindler Elevator Corporation decides how to use current trends in the internet of things.

After the 2015 Nepal earthquake, the Chaudhary Group, a billion-dollar conglomerate in Nepal decides to play a pivotal role in re-building the country. The Group's philanthropic arm (Chaudhary Foundation) works with stakeholders and develops a blue print for short and long- term relief measures. The management needs to address several questions as they navigate the foundations' course. What element of relief work should the foundation focus on? Should they go beyond addressing the immediate need for shelters and adopt a more holistic development plan? How should they acquire technical expertise and organize themselves to successfully execute this effort? The case focuses on how businesses can drive entrepreneurship and disaster management efforts and be agents for social change in the emerging markets grappling with institutional voids. How should they work with the government in this endeavor? How do they ensure an alignment of these efforts to the group and foundation's long-term focus areas and objectives?

Summit Public Schools was a very successful charter management organization with schools in California and Washington State. The students came from a variety of socioeconomic backgrounds, many from economically-disadvantaged households. While nearly all of its students were accepted to a four-year college, Summit's leadership discovered that nearly half of graduates had failed at college. This was unacceptable to Summit's leadership and they set out to create a new learning model that would enable its students to not only get into a four-year college but succeed there. The new learning model significantly altered the role of the teacher and brought technology to the forefront of student teaching. This new personalized student self-directed learning model was instituted to build knowledge and skills graduates needed to be successful in college. The case study describes the history of Summit and its evolution to this new learning model.

In 2007, the former Calgary mayor was preparing to make the case for a Community Revitalization Levy to secure financing to develop Calgary's East Village, a downtown brownfield site. The East Village had a difficult history, and economic, social, and environmental issues abounded there. All previous attempts at redevelopment had failed. After doing meticulous research, the mayor presented to Calgary City Council his idea of the Community Revitalization Levy, the first of its kind in Canada, and it was approved. Next began the momentous task of carrying out the redevelopment, and the City of Calgary could not be directly involved. The mayor had to decide how the city could ensure the success of the redevelopment of the East Village.

In January 2018, a family business advising team entered a seemingly straightforward contract with members of the Graham family, who were planning to transition their business to the next generation. The first and second generations, who founded and grew their business into a portfolio of 50 grocery store franchises across the eastern United States, were concerned about the capacity and interest of the next generation in continuing the success of the family business. None of the five cousins in this new generation had experience pertaining to the family business, and there was uncertainty about the structural changes inherent in the transition. At first glance, the problem appeared to be about transition planning, but the advising team soon learned that transition was only the surface issue. The advising process uncovered a very dysfunctional family with deeper concerns. Communication problems, borne from the culture of conflict avoidance that typified the second generation's upbringing, needed to be addressed before the family could face any transition planning with confidence. This case is intended to be used with "Advising the Family Firm: Opening Pandora's Box (B)," 9B18M048. "Advising the Family Firm: Opening Pandora's Box (A)" should be assigned prior to class. "Advising the Family Firm: Opening Pandora's Box (B)" should be distributed in class following discussion of the (A) case.

In early 2014, Standard Chartered PLC, a British multinational banking and financial services company headquartered in London, England, announced its restructuring plan. The announcement triggered positive reactions in both stock and bond markets. Nevertheless, the eventual profitability was not what was expected. Moving forward into 2015, how would a rational investor have taken advantage of such a corporate restructuring event?

ING Groep NV, a successful Dutch-based bank with operations in over 40 countries, had a very successful year in 2016. The bank had achieved strong growth in customer numbers, savings, and lending. However, digitization was disrupting the banking industry. ING Groep NV had successfully taken multiple initiatives to tackle the fundamental changes driven by the digital disruption, but its future, like that of all the other major traditional banks, remained uncertain. In March 2017, the chief executive officer announced that the bank would invest €800 million in continued digital transformation to further improve the customer experience and accelerate growth. While there was no doubt that this investment was needed, he had to decide how ING should respond to and take advantage of the radical changes caused by digitization. Which specific initiatives should he prioritize for the €800 million investment?

In December 2017, two news releases were issued by CSX Corporation (CSX) concerning its chief executive officer (CEO), who had been appointed nine months earlier based on his record of drastically cutting operating expenses. The first release indicated that the CEO had taken a medical leave of absence due to unexpected complications from a recent illness and that an acting CEO had been appointed. The next day, CSX shares dropped 7.6 per cent, erasing almost $4 billion in market value. The second release, two days later, indicated that the CEO had died. Subsequent news reports questioned the board's initial decision to hire him. The events raised issues related to unlocking shareholder value, the role of boards, and the impact of activist shareholders. Did the board do sufficient due diligence surrounding the CEO's health when he was initially hired? Was the CEO's vision and strategy more important than its implementation? Was the hiring of this CEO short-term thinking?

In early 2017, the chief executive officer of AgriSmart, a German start-up company within the Bosch start-up platform, was preparing for an important upcoming board meeting. She needed to explain why AgriSmart had deviated from its original financial plan, seek approval for its upcoming budget, and convince Bosch's board that the company deserved further funding. In preparing the company's forecasts to share with the board, the chief executive officer also needed to prepare for all possible questions from the directors regarding AgriSmart's past performance and the assumptions going forward.

Reliance Industries Limited (RIL), a leading Indian multinational conglomerate, has been following a dividend policy that consistently pays its shareholders a steady and increasing dividend for years. But during the same period, the company's stock price has been in decline due to a myriad of factors, including a decline in return on investment capital. As a growth-driven company, RIL has made continuing investments to expand capacity in its core oil refinery business, as well as a major investment in a new telecom unit that is due to launch across India. To balance the capital need for growth with the shareholder's need to maximize wealth, Mukesh Ambani, board chairman and managing director, has to come up with an optimal dividend policy. What factors should he consider? How relevant is the dividend policy to stock prices? What kind of policy should he come up with? The case discusses the types of dividend policies and the relevance of a company's dividend policy to its shareholder's investment behavior. It will explore the dividends irrelevance theory by M. H. Miller and F. Modigliani, and the dividend relevance theory by Myron J. Gordon and John Lintner. The dividend discount model is also used to analyze the relevance of dividend policy to shareholders' value.

Compliance programs help companies align the interests and behavior of employees with external expectations and regulation. The case discusses how ABInBev, a major brewer, developed its compliance program.

This case describes how Google designed and launched an internal matching market to assign individual workers with projects and managers. The case evaluates how marketplace design considerations -- and several alternative staffing models -- could affect the company's goals and workers' well-being. It discusses the details of implementation as well as the intended (and unintended) consequences of the internal match system. The case concludes with a debate about how the Chameleon marketplace could expand to include more Googlers and illustrates what to consider when thinking about launching new matching markets in organizations.

Late in 2017, CEO Ryan Williams and his team debated whether Cadre should become not only a technology-enabled investment manager, but also an online trading exchange providing high levels of liquidity for CRE equity investors. Cadre was a pioneering New York City-based startup, offering investors equity in individual commercial real estate properties that its investment team had sourced and vetted. Traditional private equity (PE) funds required investors in CRE equity to accept an entire portfolio of properties, while imposing high fees and holding periods of up to 10 years. Cadre allowed investors both deal-by-deal selectivity and managed accounts of Cadre properties, at fee levels substantially lower those charged by PE funds.

Challenges related to managing religion in the workplace are on the rise, as are religious discrimination claims and monetary settlements, in the United States and around the world. This case examines two incidents of alleged religious discrimination that made their way to the US Supreme Court, allowing students to explore the limits on the degree to which business owners and leaders can express their values through their companies' operations and the extent to which companies should provide reasonable accommodation for employee faith practices.

In February 2011, Adam Koppel, a Managing Director at Brookside Capital, the public equity arm of Bain Capital, must decide whether to increase or exit the firm's position in Celgene Corporation. News has emerged that raises potential safety concerns associated with Celgene's key drug, Revlimid. In response, Celgene's share price has traded down 20% in the last two months, and is now almost 10% below the level where Brookside made their initial investment.

This case describes Ekol, an intermodal transportation and logistics company, and how it manages capacity planning. Its busiest routes linked motor vehicle assemblers in Germany and Turkey with many of their parts suppliers, but it had also developed key links in fast-fashion supply chains. It used combinations of land, short-sea, and rail routes to provide different levels of service. The challenge was maximizing utilization of its trucks and trailers, especially on key bottleneck links, in the face of unbalanced traffic. To address the issue Ekol developed a consolidation center in Turkey and a cross-dock deconsolidation center in Germany, its largest market. As Chairman Ahmet Musul and his team looked at ways to squeeze out more capacity, they reconsidered their planning model and whether they should build more consolidation/deconsolidation centers to optimize costs and wring out more efficiency in its operations.

In late 2016, Axonify, a Canadian technology company that managed a corporate online learning platform, was struggling to meet aggressive revenue growth targets while also controlling the costs of acquiring new customers. Axonify's chief financial officer had not imposed a top-down approach to developing budgets, nor had he attempted to closely monitor and control actual results against the budgeted costs. The members of the senior management team had been exercising considerable autonomy to develop their own functional area budgets and had been asked to explain only significant variances. The budgeting system had served Axonify well in its start-up phase. Would this "loose" budget system continue to work as the company grew, or should the chief financial officer have considered another budget process?