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- November 1997 (Revised May 2002)
- Case
MicroAge, Inc.: Orchestrating the Information Technology Value Chain
By: Lynda M. Applegate and Kirk A. Goldman
MicroAge, Inc. started as a storefront in Tempe, AZ in 1976 selling personal computer kits to hobbyists. During their first year of operation, founders Jeff McKeever and Alan Hald sold $1.5 million worth of computer kits, priced at under $1,000 each. Twenty years... View Details
- May 1997
- Teaching Note
Product Development Foundations, Instructor's Note
By: Marco Iansiti
As emphasized in the course overview, excellence in product development is built on three foundations: the activities aimed at generating, retaining, and integrating knowledge. They form the critical building blocks for the conceptualization and implementation of any... View Details
- May 1997
- Teaching Note
Product Development Performance, Instructor's Note
By: Marco Iansiti
Focuses on what constitutes product development performance and how it is assessed. Performance, as explained in both the note and in the materials for this three-session module, refers to the performance of both the product and the organizational process producing it.... View Details
- October 1995 (Revised October 1996)
- Case
Singapore Unlimited: Building the National Information Infrastructure
By: Lynda M. Applegate, John L. King, Soon-Siong Neo and Carin-Isabel Knoop
Describes the actions taken by the government of Singapore to enable the country to survive and prosper after it achieved independence in the late 1960s. Recognizing that its small size, limited natural resources, but excellent location placed it in a vulnerable... View Details
- August 1992 (Revised June 1993)
- Case
Euro Disney: The First 100 Days
By: Gary W. Loveman and Leonard A. Schlesinger
The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details
- April 1986 (Revised May 1989)
- Case
Alloy Rods Corp.
In July of 1985 the managers of Alloy Rods (who recently purchased the company through a leveraged buyout arrangement) find that their chief competitor (a company more than 6 times as large as Alloy Rods) has introduced a new product clearly aimed at Alloy's most... View Details
- Teaching Interest
Investing: Risk, Return and Impact (MBA)
By: Shawn A. Cole
This is an investing/finance course, designed to build on skills introduced in the RC finance course, but with an emphasis on how and whether investors should incorporate what have traditionally been considered “non-financial” criteria in their decisions: for... View Details
- Teaching Interest
Managing Service Operations
By: Frances X. Frei
Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.
Career Focus
Managing Service... View Details
- Teaching Interest
Overview
By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations