Teaching note for product 9A95D021.

This case addresses the concepts of quality in services and the role of information technology in providing breakthrough service. By capitalizing on an opportunity created by the deregulation of the airline industry, Rosenbluth has used technological innovation and a commitment to the service deliverers to add value for both the end users of business travel services as well as to reduce travel expenses for the corporations themselves. This case illustrates .....more

This case demonstrates how forming strategic partnerships with suppliers and clients can lead to win-win-win situations in the supply chain. It can be used to discuss the importance of information sharing and the use of information technology to drive the direction of the individual relationships. It also shows how cultivating partnerships can result in a competitive advantage in a highly competitive service industry. Techniques for developing and .....more

The general manager of Rosenbluth International's Mexican operations, had recently been given the task of transforming Bancomer Travel Services, a small Mexican-owned agency, into a branch office of Rosenbluth International. The Rosenbluth service concept has contributed to RI's success in the US and Canadian business travel industry, but the US/Canadian success does not imply that the Rosenbluth service concept can be taken carte blanche .....more