| Eastern Lotus Bank, Xiamen: Service Operations Management |
| 作者姓名：Chong Wu; Hubert Pun; Xiuyu Zhu; |
| 商品類型：Case (Field) | 商品編號：9B19D015 |
| 出版日期：2019/07/11 | 內容長度：11 頁 |
In 2019, the general manager of the Xiamen branch of Eastern Lotus Bank was facing difficulties overcoming customer-introduced variability, which significantly influenced the efficiency of the bank’s front-office service. She needed to analyze and summarize the different types of customer-introduced variability. Then she had to identify potential strategies that would enable the bank to accommodate this customer-introduced variability while maintaining .....more
|
| Eastern Lotus Bank, Xiamen: Service Operations Management - Instructor Spreadsheet |
| 作者姓名：Chong Wu; Hubert Pun; Xiuyu Zhu; |
| | 商品編號：5B19D015 |
| 出版日期：2019/07/11 | 內容長度：134 頁 |
Instructor Spreadsheet to accompany product 8B19D015.
|
| Eastern Lotus Bank, Xiamen: Service Operations Management - Student Spreadsheet |
| 作者姓名：Chong Wu; Hubert Pun; Xiuyu Zhu; |
| | 商品編號：7B19D015 |
| 出版日期：2019/07/11 | 內容長度：65 頁 |
Spreadsheet to accompany product 9B19D015.
|
| Eastern Lotus Bank, Xiamen: Service Operations Management - Teaching Note |
| 作者姓名：Chong Wu; Hubert Pun; Xiuyu Zhu; |
| | 商品編號：8B19D015 |
| 出版日期：2019/07/11 | 內容長度：26 頁 |
Teaching note for product 9B19D015.
|
| COLIN Co.: New Product Development - Teaching Note |
| 作者姓名：Chong Wu; Hubert Pun; Zhenhua Zhang; |
| | 商品編號：8B17D024 |
| 出版日期：2017/12/05 | 內容長度：10 頁 |
Teaching note for product 9B17D024.
|
| COLIN Co.: New Product Development |
| 作者姓名：Chong Wu; Hubert Pun; Zhenhua Zhang; |
| 商品類型：Case (Field) | 商品編號：9B17D024 |
| 出版日期：2017/12/05 | 內容長度：9 頁 |
COLIN, a producer of garment care products headquartered in Santa Barbara, California, was working with a large U.S. retailer to produce the Bristol, an innovative garment steamer that the retailer wanted to launch for the 2017 U.S. Thanksgiving season. To meet that deadline, COLIN would have one month less than was typically needed to launch a new product. This launch date left COLIN with limited time for research and development, manufacturing, .....more
|
| C&D Hotel, Xiamen - Teaching Note |
| 作者姓名：Chong Wu; Hubert Pun; Gregory S. Zaric; Deyuan Chen; |
| | 商品編號：8B15D002 |
| 出版日期：2015/01/30 | 內容長度：7 頁 |
Teaching note for product 9B15D002.
|
| C&D Hotel, Xiamen |
| 作者姓名：Chong Wu; Hubert Pun; Gregory S. Zaric; Deyuan Chen; |
| 商品類型：Case (Field) | 商品編號：9B15D002 |
| 出版日期：2015/01/30 | 內容長度：7 頁 |
The C&D Hotel, the first five-star deluxe hotel in Xiamen, a coastal city in China, needs to improve its service delivery process. In particular, the hotel’s customer service manager needs to present her plans for handling some recent customer complaints and decide how to compensate hotel guests for errors that have occurred during service delivery.
|