More search options
Basket icon
No items
Basket icon

Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Compact case
Case
-
Reference no. 9-690-004
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
Share a link: https://casecent.re/p/47255
| No reviews for this item
View our pricing guide or login to see prices.

Abstract

Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.
Location:
Tennessee
Industries:
Air freight service; Transportation
Teaching note
-
Reference no. 5-690-034
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 8 pages
View full details
Case
-
Reference no. 9-604-S08
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 7 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Compact case
Case
-
Reference no. 9-624-P03
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 17-Apr-2025
Length: 5 pages
Data source: Field research
Topics: Crisis management; Customer relationship management; Customer service; Organizational structure and design; Quality control; Service delivery
View full details
Compact case
Supplement
-
Reference no. 9-608-S13
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S14
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S15
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S16
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-624-P04
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 25-Apr-2025
Length: 3 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-624-P05
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-690-005
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-690-006
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-690-007
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-690-008
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details

About

Abstract

Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.

Settings

Location:
Tennessee
Industries:
Air freight service; Transportation

Related

Teaching note
-
Reference no. 5-690-034
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 8 pages
View full details
Case
-
Reference no. 9-604-S08
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 7 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Compact case
Case
-
Reference no. 9-624-P03
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 17-Apr-2025
Length: 5 pages
Data source: Field research
Topics: Crisis management; Customer relationship management; Customer service; Organizational structure and design; Quality control; Service delivery
View full details
Compact case
Supplement
-
Reference no. 9-608-S13
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S14
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S15
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-608-S16
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-624-P04
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 25-Apr-2025
Length: 3 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-624-P05
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-690-005
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-690-006
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Compact case
Supplement
-
Reference no. 9-690-007
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Compact case
Supplement
-
Reference no. 9-690-008
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details