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Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer experiences are mediocre, forgettable and some are plain awful. But once in a blue moon, an experience is so great that it leaves positive memories for years. Why do some product or service experiences have that undeniable "wow" factor, while others lack that pizzazz, relegating them to either being loathed or erased from memory? This case prepares participants for an in-class exercise in which they discover design principles that make experiences great. The exercise uses two methodologies: LEGO® Serious Play® (LSP) and Storytelling. It requires the purchase of special purpose LEGO® elements.

As the largest company, by revenue, in the world, Walmart has been a lightning rod for criticism. However, in an attempt to stay ahead of traditional and digital retailers, and keep customers satisfied with evolving demands, the company is strengthening its competitive advantage by creating Shared Value. Current CEO, Doug McMillon outlines his strategy for fending off competition, navigating a challenging retail landscape, and positioning Walmart as a leading retailer for today and the future.

The case describes opportunities for and barriers to collaboration between the Harvard School of Engineering and Applied Sciences (SEAS) and Harvard Business School as SEAS prepares to move two-thirds of its faculty and classes to a new campus in Allston, 1.5 miles from its current Cambridge location. Companion cases ("SEAS in 2016," 817-063, and "HBS in 2016," 817-062) provide background on the two schools.

Navas Meeran, the Chairman and Managing Director of Eastern Condiments Private Limited (ECPL) had been instrumental in the growth and professionalization of ECPL by bringing in non-family professionals, introducing state-of-the-art systems and processes in manufacturing, and nurturing the values of compassion and loyalty that his father had instilled across the organization. In 2014 he had taken a sabbatical and handed over the company operations to his younger brother Firoz. ECPL, the flagship company of the INR 8 billion, family managed Eastern Group headquartered in Kochi, India, was engaged in manufacturing and marketing spices, blended spice powders, pickles, breakfast staples and beverages in both domestic and international markets. The company began as a small shop set up by their father M.E. Meeran in 1961. It had grown to record revenues of INR 5.60 billion in 2014. Though Navas was pleased with the company's 2015 business performance under Firoz's leadership he was uncomfortable with the pace and execution of major organizational changes brought in by Firoz. He was worried about Firoz's aggressive approach; the speed of the internal changes Firoz had made to tap external market opportunities had resulted in 10 -15% attrition at all levels in the organization. Was it right for a traditional family run business bred on a culture of compassion and loyalty to make a sudden shift to a metrics-based performance culture? Would Firoz's efforts to transform the company into a professional organization ultimately sustain the growth of the business? Was there a need to both cultivate professionalism and reward loyalty across the ECPL value chain? Could a company based out of a Tier 2 city such as Kochi be able to attract high-quality talent easily? These were some of the questions that worried Navas.

In late 2013, an analyst at WNG Capital LLC, Wenbo Su, must recommend whether the terms of a sale-and-leaseback deal are value adding for WNG. WNG was an operating lessor of used commercial aircraft manufactured by Airbus Group and Boeing Corporation. The lessee in the deal was a small private airline based in the United Kingdom. The essence of the transaction was to transform the airline from being the owner of certain aircraft in its fleet to being the lessee of the aircraft for the ensuing 12 months. The airline would have full use of the aircraft, but would not own the aircraft or have use of the aircraft after the end of the lease. The cash flows to all parties were complicated, and Su planned to conduct a thorough analysis of the proposed lease terms before making a recommendation to WNG's CEO, Michael Gangemi. The student's challenge is to assume Su's role and develop a discounted cash flow analysis to estimate the NPV to WNG Capital. The broader discussion of the case prompts students to answer how the airline benefits from the deal. This analysis and discussion form the basis of understanding the value of leasing as a value-adding financial product.

Corey Thomas, CEO of the company Rapid7, must decide if it is the right time to take the 15-year old startup public, as it stood poised to capitalize on what appears to be the next frontier for digital technology markets - cybersecurity. In spite of positive industry trends, there are some nagging concerns that this might be a risky time in the public capital markets. The company had just completed an acquisition and he had additional concerns that the public markets may not tolerate the inevitable early losses involved with the new acquisition. Moreover, the company's principal financiers are venture capital investors and an IPO or sale will represent an investment exit for them and their goal is return maximization.

Interline Brands, a leading distributor of residential housing maintenance and repair parts and equipment in the U.S., had just held its November 2014 board meeting. The meeting had been productive, but not without some soul searching for both the company's management team and financial sponsors. Was now the right time to start a sale process? In particular, the team wondered whether the capital markets would cooperate and how effectively the management and sponsor teams would execute. Moreover, the company had only been private for two years, and the value creation plan was only halfway through completion. While there was much to be done at Interline, the company had performed well and was gaining momentum. Interline was a rare asset in terms of the scale it had reached. However, there were still unknowns. Would buyers reward Interline with a high valuation multiple that reflected its acceleration in organic growth? Would financing markets remain healthy? Would such a process disrupt Interline's customers and employees?

Bollore Logistics Canada is an international freight forwarder based in Saint-Laurent, Quebec and part of the transportation and logistics division of the Bollore Group, a French multinational headed by the Bollore family. Freight forwarders provide their clients with transport solutions by coordinating the modes of transportation used, customs clearance and documentation, port handling, and supervision of all shipping aspects. This case features Marc Gagnon, a new recruit in the sea freight export department of Bollore Logistics Canada, who has to respond to calls from three clients. The three have asked about different shipments and transactions (transport of mining equipment to New Caledonia, pharmaceutical products to Chile, and circus show materials to Greece). Each client request involves international maritime shipping calling for the choice of a specific Incoterm (version 2020, as defined by the International Chamber of Commerce) and the corresponding estimate. For each of the three situations, the characteristics of the buyer and seller are described, along with their respective business objectives, their relationship, the merchandise and the destination. The three cases are presented in increasing order of difficulty.

The CFO of a global construction company disagrees with his CEO (and good friend) about the advantages of self-managed teams--particularly because lack of proper oversight of the Russia office resulted in a financial scandal several years earlier. With commentary from the senior partner at PwC in the Netherlands and a former CEO of Randstad, a global staffing and recruiting firm.

The CFO of a global construction company disagrees with his CEO (and good friend) about the advantages of self-managed teams--particularly because lack of proper oversight of the Russia office resulted in a financial scandal several years earlier. With commentary from the senior partner at PwC in the Netherlands and a former CEO of Randstad, a global staffing and recruiting firm.

The CFO of a global construction company disagrees with his CEO (and good friend) about the advantages of self-managed teams--particularly because lack of proper oversight of the Russia office resulted in a financial scandal several years earlier. With commentary from the senior partner at PwC in the Netherlands and a former CEO of Randstad, a global staffing and recruiting firm.

The case deals with the value chain of soya and red gram, from the farm to the market. The activities are conducted through the system of cooperatives focused around the Adilabad district in Andhra Pradesh, India. The organization providing the necessary support and training to the cooperatives is Centre for Collective Development (CCD) which was set up in 2004. The case specifically deals with operations in Adilabad where CCD has helped 765 farmers trade 535.6 tons of soybean (2013-14) through the ''pool, store and sell'' business model. This number has reduced, though to 520 farmers trading 314.7 tons in 2014-2015. The case describes the circumstances leading to the same. The key decisions to be made are whether the said co-operative should proceed to invest in forward integration (processing and/or branding) in soybean processing. This becomes particularly important in Adilabad region because, while global soy meal demand appears to be on the surge, soy meal (derived from soybean agricultural output) production and hence exports seem to be decreasing, after a peak.

Set in early 2009, Part (A) of the case describes the operational challenges faced by a growing subsidiary firm of a global auto major, in an emerging economy. The case illustrates how India emerges as a key market and the Indian subsidiary evolves into a material management and logistics (MM&L) hub for its Asia Pacific and Africa (APA) region. As the volumes of APA region begin to increase, the parent company realizes the need to automate material planning and scheduling-related processes across the plants in the APA region, which were being managed manually. The company takes this opportunity to virtually integrate the entire supply chain across all the plants in the APA region, by linking sales planning, material planning, procurement, production scheduling, and delivery activities, through a common order-to-delivery (OTD) system for the APA region. The Indian subsidiary in the meantime decides to introduce a small car, specifically engineered to meet the requirements of a high-volume, but price-sensitive Indian market. The case then focuses on the challenges the APA MM&L team faces in implementing the OTD system, for the first time in India plant (to be followed by plants in Australia, South Africa, China, and Thailand), replacing the existing built-to-stock (BTS) model. Part (A) of the case ends by unfolding the age-old tension between the upstream material planning and scheduling activities and the downstream marketing and distribution networks. The various stakeholders in the system are left to grapple with these challenges before they can arrive at a consensus regarding "if and how to implement" the OTD system in order to enjoy the benefits of automation and virtual integration. Case (B) describes the outcomes of the actual implementation and provides scope for investigating the impact of OTD on the success of the small car introduced in the Indian market.

The case provides a setting in which students can understand the relationship between inventory valuation, cost of goods sold and the gross margin. The inventory accounting policy choice that a company makes would have a direct impact on the company's profitability and its balance sheet. Changes in accounting policy will impact the current performance as well as the future performance. The company in this case changed its valuation of gold from weighted average method to first-in first-out (FIFO) method. Additionally, the case also analyses the relation between hedge accounting and inventory.

VMW is a leader in software virtualization with approximately USD 6.5 billion annual revenue. VMW sells Workstation that can be bought online (store.vmware.com) and is used for running Mac on Windows. Workstation forms a significant portion of store revenues and most of it is bought online. There is rich digital/clickstream data for the visitors which can be combined with their past purchase history and other offline features as well. The business would like to increase sales of the product by targeting the right customers and needs a propensity model to be built using machine learning that can target the right set of customers. Michael Butler, the WW head of the store wants to leverage Parag's data sciences team to help him target the right workstation prospects that visit the store. A business conversation between Michael and Parag is followed by a technical discussion between Ravi, the data scientist and Parag. The following are the key questions that Ravi seeks to answer: -Cross-validation and evaluation in the context of huge imbalance in the data -Feature selection techniques -Communicating internal results such as lift curves back to the business -Different modeling approaches that can be followed -Interpreting the results for business decision making

VMware (VMW) is a listed software company with headquarters in Palo Alto, California selling products in the Software Defined Data Center that supports multiple devices, apps, and cloud to create an enterprise-ready cloud infrastructure. The company exclusively caters to business customers, that is, in the B2B environment. The company is characterized by 100% digital supply chain which implies that all products are downloadable from the website (www.vmware.com). The company also promotes these products online. Varied individuals across companies worldwide visit the site to familiarize themselves with the products and their features before making a decisive purchase. Along with the overview and use of the product, there are various customer-interaction triggers or ''digital assets'' that are shown to the VMW audience. These include triggers such as hands-on-learning, seminar/webinar registration, downloads, etc. Kiran R, the Director of the Data Science & Analytics team at VMW wants to know the optimal order of digital actions to be pushed towards customers to engage them effectively. Kiran's team has a rich source of online and offline available to model user's response to each of these digital assets. Kiran realized that the data is highly imbalanced and hence should be handled carefully. They wish to come up with a multinomial classification model for this purpose. Kiran decided that the model should fulfil the following objectives: 1. Determine the right order of digital assets to display to an individual e-mail id. 2. Since the website would like to target groups of e-mail ids, come up with a set of segment rules to identify top individuals for a digital asset and to target them with personalization on the website. 3. Have substantiated marketing and sales implications.

SATTVA eTECH is an electronics company involved in design and development of embedded new products. The senior manager of the company is working on the planning and execution of a defense project. Further, the manager is also evaluating the various alternative strategies to tackle uncertainties in the project network.

Managed word-of-mouth and viral marketing have emerged as one of the biggest trends of the decade. Every brand, big or small, wants its content to go viral. The backbone of successful campaigns is not limited to content or influencers who can make the message go viral. Marketers need to think of value creation at every stage. Jiten Gajaria, the convener of the social media cell of Bharatiya Janata Party (BJP) Maharashtra, implemented a marketing transformation program for his political party while campaigning for the 13th Maharashtra Legislative Assembly Election. He gained consumer insights, calibrated market segments, devised communication strategy, recruited and managed human resources, designed campaign implementation process and developed capabilities to execute it. The case details how Gajaria rolled out a successful influencer marketing program to create WOM communication on WhatsApp. It can serve as a classic example of devising a cost-effective customer outreach program where total marketing expense was reduced by about 199%.

UEFA is considering how best to use the new technologies of the social era to improve fans' experience with football in Europe. The case describes the key challenges facing UEFA and raises the issue of how to introduce change in a successful organisation.