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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
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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
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
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