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Case
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Reference no. 601-040-1
Authors: Jay Rao; Walter Reitz
Published by: Babson College
Originally published in: 2001
Version: 28 August 2001
Length: 12 pages
Data source: Field research

Abstract

This case describes the operations, strategy and philosophy of EMC's customer service. This case can be used to illustrate a wide range of concepts and topics: (1) introduction to customer service; (2) introduction to the construct of the customer service variable; (3) customer service strategy; (4) service leadership; (5) sustainability of service leadership; (6) ease of emulation of services; and (7) design of service systems and service processes.This case has been used in a number of settings. It was primarily developed for use in the EMC executive program taught at Babson. In this executive program, this case follows and complements one other Babson case - 'EMC Corporation (A): From Inception through 1998, The Rise to Market Dominance' (399-161-1). However, it has been used as a stand-alone case in other executive programs to introduce the customer service concepts mentioned above. This case has worked very well in both the graduate and undergraduate services management / service operations classes as well. While it has not been tested in an introductory operations management class, it could be used to introduce the concept of customer service, or the concepts of service strategy, service design and service processes to both graduate and undergraduate students.
Location:
Industry:
Size:
USD10 billion

About

Abstract

This case describes the operations, strategy and philosophy of EMC's customer service. This case can be used to illustrate a wide range of concepts and topics: (1) introduction to customer service; (2) introduction to the construct of the customer service variable; (3) customer service strategy; (4) service leadership; (5) sustainability of service leadership; (6) ease of emulation of services; and (7) design of service systems and service processes.This case has been used in a number of settings. It was primarily developed for use in the EMC executive program taught at Babson. In this executive program, this case follows and complements one other Babson case - 'EMC Corporation (A): From Inception through 1998, The Rise to Market Dominance' (399-161-1). However, it has been used as a stand-alone case in other executive programs to introduce the customer service concepts mentioned above. This case has worked very well in both the graduate and undergraduate services management / service operations classes as well. While it has not been tested in an introductory operations management class, it could be used to introduce the concept of customer service, or the concepts of service strategy, service design and service processes to both graduate and undergraduate students.

Settings

Location:
Industry:
Size:
USD10 billion

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