Students must submit a written analysis of the following three cases and one reading.
- British Airways I OR Ritz Carlton (20%)
- Merrill Lynch Supernova (20%)
- Call Center Interface write-up (10%)
- Barilla (A) Case (20%)
Case write-ups are to done in groups of 3-4 students. There are two brief assignments provided.
Informal Assignment on Service Guarantees (PDF)
Brief Assignment on Procurement (PDF)