Values-based organization – Ritz Carlton Abu Dhabi Hotel

2013 ◽  
Vol 3 (6) ◽  
pp. 1-6
Author(s):  
Khaleel Ibrahim Alsabbagh ◽  
Syed Zamberi Ahmad
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Service Industry ◽  
Business Management ◽  
Subject Area ◽  
Organization Culture ◽  
Abu Dhabi ◽  
Content Type ◽  
Gold Standards

Subject area Business management, organization behaviour, organization values, organization culture, customer service. Study level/applicability The case study is suitable for undergraduate courses, particularly business management and related areas. Case overview Ritz Carlton Hotel is one of the luxurious hotels which has expanded internationally in the last 30 years and recently opened its iconic hotel Abu Dhabi Grand Canal. Ritz Carlton offers unique experiences to its customers, which are driven by the embedded “Gold Standards” and values. It has enabled the Ritz Carlton to redefine the hospitability experience and create a competitive advantage. In this case study, the experience of opening this Abu Dhabi hotel is explored with reflections on their “Gold Standards” and the values which have resulted in the Ritz Carlton being benchmarked as a best service company. This made Ritz Carlton to change the way it redefines its business by not being just a hotel, but rather a company which creates memories and experiences for customers. Expected learning outcomes Discussing the essential factors that contribute to the success of companies in the service industry, with a focus on organization values and living these values in order to achieve competitive advantage. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Environment agency Abu Dhabi (EAD) paperless day initiative

2014 ◽  
Vol 4 (6) ◽  
pp. 1-8
Author(s):  
Entesar Ali Al Menhali ◽  
Syed Zamberi Ahmed
Keyword(s):  
Change Management ◽  
Learning Outcomes ◽  
United Arab Emirates ◽  
Business Management ◽  
Subject Area ◽  
Abu Dhabi ◽  
Corporate Ethics ◽  
Content Type ◽  
Environment Agency

Subject area Business Management and Strategy. Study level/applicability The case study is relevant for undergraduate and post-graduate management degrees. It includes courses such as business management, corporate ethics and change management. Case overview This case study illustrates one of the important initiatives that the Environment Agency Abu Dhabi (EAD) has undertaken to help save the atmosphere and the environment. This case study describes the Paperless Day initiative that EAD launched in 2008 and how it was carried out for five years. The study also describes how EAD implemented this initiative internally. Expected learning outcomes Creating awareness and encouraging individuals in the United Arab Emirates and elsewhere to reduce their use of paper, water and energy for a cleaner environment. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Customer centricity for growth – Yes Bank experience

2013 ◽  
Vol 3 (2) ◽  
pp. 1-16 ◽  
Author(s):  
Dhananjay Bapat ◽  
Asha Naik
Keyword(s):  
Financial Performance ◽  
Learning Outcomes ◽  
Customer Service ◽  
Subject Area ◽  
Executive Development ◽  
Content Type ◽  
Strong Focus ◽  
Customer Centricity ◽  
The Relationship

Subject area Marketing, strategy. Study level/applicability This case is suitable for post graduate and executive development students. Case overview The case provides perspectives of customer centric practices of Yes Bank which has the objective of becoming the best quality bank of the world in India. The case study outlines how Yes Bank has become the fastest growing bank by its strong focus on customers through its committed and innovative employees. The customer centricity develops strong existing relationships and focuses on providing exceptional customer service, leading to better financial performance. Expected learning outcomes These include: highlighting the characteristics of customer centric organizations; discussing how Yes Bank practised customer centricity despite the limitation of being a new bank with no experience; describing the key differentiators and comparing with those of other banks; and establishing the relationship between customer centric practices with financial performance. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Green management and environmental sustainability: a case of ITC Green Center

2011 ◽  
Vol 1 (2) ◽  
pp. 1-13 ◽  
Author(s):  
Anjana Singh ◽  
Meghna Rishi ◽  
Rati Shukla
Keyword(s):  
Environmental Management ◽  
Customer Service ◽  
Environmental Sustainability ◽  
Hospitality Industry ◽  
Service Industry ◽  
Corporate Sustainability ◽  
Subject Area ◽  
Successful Implementation ◽  
Green Management ◽  
Content Type

Subject area The built environment Study level/applicability This case can be used for undergraduate and post graduate level business and management studies. The topics identified for this case study would be environmental management applicable to green management, corporate sustainability and financial planning, buildings conservation, sustainable constructions and projects and the hospitality industry. Case overview Mr Niranjan Khatri is one of the people involved in ITC's successful implementation of green management techniques. The key issue causing concern to management is how they initiate this new concept to the already existing and functional hotels in the country. The second key challenge is managing their stakeholders. Being in the service industry, customer service and convenience is of prime importance and at times they may be in conflict with the sustainability agenda of ITC. Expected learning outcomes Students should be able to analyse the importance of environmental management in the hospitality industry; recognize the operational constraints and legal obligations surrounding environmental performance in hospitality and tourism, Interpret environmental theory and work out an implementation plan for implementing environmental management in hotels. Supplementary materials Teaching note.

Authentic leadership: the case of Miloud Chaabi, a shepherd who became a business legend

2014 ◽  
Vol 4 (6) ◽  
pp. 1-12
Author(s):  
Abderrahman Hassi ◽  
Giovanna Storti
Keyword(s):  
Customer Service ◽  
Transition Period ◽  
Real Life ◽  
Business Administration ◽  
Subject Area ◽  
Mba Programs ◽  
Content Type ◽  
Day To Day Operations ◽  
Personal Reflections

Subject area This case study may be used in the following academic courses: Theories of Leadership; Leadership and Leaders Organizational Leaders Roles; Management Skills Ethics and Governance; and Ethics and Management Entrepreneurial Management. Study level/applicability This case study may be used in the following academic programs: Bachelor's in Business Administration; Master of Science in Business Administration; and MBA Programs. Case overview There is little doubt, if any, that values shape the decisions, behaviors and corporate moves that business managers and leaders make in their day-to-day operations. The following case study sheds light on the influence of personal values on individuals in leadership positions. To do so, concrete examples of observed behaviors, in cases where values have been honored and positive outcomes have been attained, will be reported. From hiring practices, contract bidding, compensation policies and/or customer service, the Ynna conglomerate group, a Moroccan holding corporation, has been led by a visionary who patiently started his life journey as a shepherd tending ewes, and decades later has emerged as an extraordinary business legend to emulate. Virtually all the decisions taken within his companies are influenced by his moral convictions and his values. Miloud Chaabi, listed in Forbes Magazine as one of the top 40 richest billionaires in Africa, is a principled and revered individual who has been spiritually leading his businesses in various sectors since 1948. Expected learning outcomes In general, the objective of the case study is to further enhance the understanding of leadership in general and values-based leadership in particular. The case study will assist students in developing their leadership-related skills through the discussion of a real-life situation and experience, and proposing solutions to a challenge face by the company in the area of leadership approaches. The case is designed to provoke and stimulate students' personal reflections about a particular approach of management, especially in a transition period. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Giordano: positioning for international expansion

2011 ◽  
Vol 1 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Jochen Wirtz
Keyword(s):  
Competitive Advantage ◽  
Marketing Strategy ◽  
Customer Service ◽  
Success Factors ◽  
Services Marketing ◽  
Subject Area ◽  
International Expansion ◽  
Value For Money ◽  
Content Type ◽  
Service Staff

Subject area Retailing, services marketing, marketing strategy. Study level/applicability Undergraduate Business and Management, MBA, MA Marketing/International Business. Case overview Giordano is one of Asia's most successful retailers, with operations in East Asia, Southeast Asia, the Caribbean, and the Middle East. With a strong emphasis on customer service and value-for-money, Giordano was able to differentiate itself from its competitors. The question is: how can Giordano maintain its competitive advantage in the future? Amid increasingly stronger competitors and changing industry conditions, Giordano had to critically evaluate its sources of competitive advantage and key success factors, and perhaps consider repositioning itself in current and new markets. Expected learning outcomes This case is suited for a retailing or services marketing/management course. It demonstrates the power of a tight integration of marketing, operations, and human resource management to deliver value-for-money. Specifically, it can be used for the following teaching objectives: from a marketing perspective, this case can be used to demonstrate the successful integration of a strategy based on service orientation, value-for-money positioning, and aggressive advertising and promotions; and from a management perspective, the case can be used to highlight how the marketing strategy is being delivered through a clear focus on service staff (selection, training, and motivation) and operations (logistics, IT, and communications), combined with an organizational culture that encourages staff to try new things (and accept errors as a consequence). Supplementary materials Teaching notes.

A tough decision for equestrian business: the case of mandara equestrian club

2020 ◽  
Vol 10 (1) ◽  
pp. 1-23
Author(s):  
Hayyah Al Ali ◽  
Syed Zamberi Ahmad
Keyword(s):  
Private Sector ◽  
Customer Service ◽  
United Arab Emirates ◽  
Undergraduate Students ◽  
Business Management ◽  
Marketing Mix ◽  
Customer Relationship ◽  
Abu Dhabi ◽  
Product Mix ◽  
Content Type

Learning outcomes This case study focuses on basic business approaches in the decision-making by considering owners and stakeholders’ perspective in highlighting the related issues in customer service, marketing (marketing mix and product mix), strategy, business management and operational management of the sport business in the private sector of Abu Dhabi. At the end of this exercise, students should have a clear consideration of the following: understanding of the equestrian business products and services elements, description of the marketing mix the equestrian business products and services elements, definition of the product mix approach of the marketing mix in equestrian business management, distinguishing needs of product mix alternative decisions approach in equestrian business management in the private sector and labeling of two main customer services based issues and propose a solution using product mix alternatives approaches (expand/eliminate). Case overview/synopsis Mandara Equestrian Club (MEC) was the culmination of a dream for Faysal Urfali, a Lebanese entrepreneur, and his wife, who lived in (and loved) United Arab Emirates (UAE) for more than 20 years ago. The dream started in 2012, when the Urfali family was vacationing in Spain. They fell in love with the Arabian breed of horses, famous for their wide, flat forehead, soulful eyes, broad muzzle, erect ears, slender neck and flowing, shining mane. Arabian horses are also renowned for their beauty, loyalty, strength and intelligence. Arabian horses are an intrinsic part of Arabian tradition and heritage, always described in Arabic literature as a sign of pride, courage and dignity, in recitation legends of wars. The Urafalis did not have experience with horses during that period, but that did not stop them from starting an equine business in the UAE, specifically in the Emirate of Abu Dhabi. Urfali started MEC in Al Rahba City, a small town in the north site of Abu Dhabi, the Capital of UAE. At its inception in 2013, MEC was open only for private use. In 2014, Urfali decided to open the club to the public due to high demand from visitors and horses’ lovers who were visiting the place to see the horses and request horse rides. MEC carries forward Urfali’s passion for Arabian horses, as it specializes in the care and training of show horses. MEC also offers other equine activities and services for both horse owners and horseback riders. In early 2019, Urfali conducted a meeting to assess MEC’s financial statements and discuss daily business operations. The meeting determined that the club was facing several business challenges to address which, it needs some substantial changes in order to maintain its smooth-functioning. Challenges the club faced involved customer relationship management, customer attraction and skill shortages in the industry. Urfali understood that focusing on MEC as a business operation means raising the marker of success to more than just the fulfillment of a dream. Will MEC be able to keep its focus with such changes? Complexity academic level Undergraduate students majoring in Business Management, Marketing and Strategic Management. Supplementary materials Teaching Notes are available for educators only. Subject code CSS 11: Strategy

Aramex PJSC: carving a competitive advantage in the global logistics and express transportation service industry

2012 ◽  
Vol 5 (3) ◽  
pp. 1-41
Author(s):  
Melodena Stephens Balakrishnan
Keyword(s):  
Middle East ◽  
Emerging Markets ◽  
Competitive Advantage ◽  
Strategic Alliances ◽  
Service Industry ◽  
Organization Culture ◽  
Sustainable Growth ◽  
Content Type ◽  
Transportation Service ◽  
Global Logistics

Title Aramex PJSC: carving a competitive advantage in the global logistics and express transportation service industry. Subject area Entrepreneurship, International Business, Strategy. Study level/applicability Post-graduates, Practitioners. Case overview This case chronicles the Aramex PJSC story of entrepreneur Fadi Gandhour. The case looks at the new start-up, its growth and financing plans for expansion and how it got a competitive advantage in an industry dominated by big players. Aramex, as of 2012, was the only Arab company to have successfully listed on the NASDAQ Stock Exchange. After 30 years at the helm of the company, Fadi Ghandour, the Chief Executive Officer (CEO), was stepping down and was being succeeded by regional head, Hussein Hachem, the CEO of Middle East and Africa. Aramex had a competitive edge in emerging markets, and Fadi and Hussein knew that the route to sustainable growth was to capitalize on this opportunity using organic growth, acquisitions and strategic alliances. Expected learning outcomes Strategy included looking at gaining a competitive advantage in the Middle East, North Africa, South Asia and other emerging markets. Lessons are provided on capitalization of opportunity, funding and creating an organization culture that is sustainable and reflects the Founder's ideal. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Integrating wearable technology products and big data analytics in business strategy

2019 ◽  
Vol 21 (2) ◽  
pp. 255-275 ◽  
Author(s):  
Bishwajit Nayak ◽  
Som Sekhar Bhattacharyya ◽  
Bala Krishnamoorthy
Keyword(s):  
Health Insurance ◽  
Technology Adoption ◽  
Competitive Advantage ◽  
Customer Service ◽  
Product Innovation ◽  
Dynamic Capabilities ◽  
Technology Policy ◽  
Wearable Technology ◽  
Content Type ◽  
Technology Products

Purpose This study aims to explore the impact of the adoption of wearable technology products for Indian health insurance firms. It identifies the key dynamic capabilities that health insurance firms should build to manage big data generated by wearable technology so as to attain a competitive advantage. Design/methodology/approach A qualitative exploratory study using in-depth personal interviews with 53 Indian health insurance experts was conducted with a semi-structured questionnaire. The data were coded using holistic and pattern codes and then analyzed using the content analysis technique. The findings were based on the thematic and relational intensity analysis of the codes. Findings An empirical model was established where all the propositions were strongly established except for the moderate relationship between wearable technology adoption and product innovation. The study established the nature of the interaction of variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption and also ascertained its influence on firm performance and competitive advantage. Research limitations/implications From a dynamic capabilities perspective, this study deliberates on wearable technology adoption in the health insurance context. It also explicates the relationship between the variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption on firm performance. Originality/value This study is one of the first studies to add the context of wearable technology and health insurance to the existing body of knowledge on dynamic capabilities and sustainable competitive advantage for the service sector. It would help existing and prospective players in adopting or setting up appropriate business models.

Repositioning the customer support services: the next frontier of competitive advantage

2020 ◽  
Vol 54 (7) ◽  
pp. 1787-1804 ◽  
Author(s):  
Jagdish Sheth ◽  
Varsha Jain ◽  
Anupama Ambika
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Support Services ◽  
Conceptual Approach ◽  
Content Type ◽  
Profit Center ◽  
Support Unit ◽  
Customer Support ◽  
Cost Center ◽  
New Framework

Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development. Research limitations/implications Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders. Practical implications Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning. Originality/value This is the original piece that has emerged from the experience and expertise of the authors.

Automating attendance recording of contingent labours at a large construction site

2012 ◽  
Vol 2 (8) ◽  
pp. 1-9
Author(s):  
Saroj Koul
Keyword(s):  
Power Plant ◽  
Radio Frequency Identification ◽  
Power Plants ◽  
Subject Area ◽  
Management Control ◽  
Class Discussion ◽  
Construction Site ◽  
Large Power ◽  
Content Type

Subject area Operations and human resourcing. Study level/applicability This case study is intended for use in graduate, executive level management and doctoral programs. The case study illustrates a combined IT and HR driven participative management control system in a flexible organization structure. It is intended for a class discussion rather than to illustrate either effective or ineffective handling of an administrative situation. Case overview The case describes the situation of managing unskilled workforces (≥14,000 workers) during the construction phase of the 4 × 250MW power plants both for purposes of turnout as well as due compensation, in the event of an accident. The approved labour forces appointed for 45 × 8 h. Man-days after a rigorous fitness test and approvals of the safety officer are allocated housing and other necessary amenities and a commensurate compensation system. Expected learning outcomes These include: illustrating typical organizational responsibility structure at a construction site of a large power plant; illustrating the planning and administrative control mechanism in implementing strategy at a construction site of a large power plant; offering students the opportunity to understand and view a typical operational (project) structure; allowing students to speculate adaptations in the wake of an ever-changing business and company environment; and providing an opportunity to introduce a power scenario in India, Indian labour laws and radio frequency identification technology and to relate this to the case in context. Supplementary materials Teaching notes are available; please consult your librarian for access.

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