Students must submit a written analysis of the following three cases and one reading.

  1. British Airways I OR Ritz Carlton (20%)
  2. Merrill Lynch Supernova (20%)
  3. Call Center Interface write-up (10%)
  4. 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)

Course Info

As Taught In
Summer 2004
Learning Resource Types
Lecture Notes