IIBMS – INFORMATION TECHNOLOGY AT AMERICAN AIRLINES

CASE 2:

INFORMATION TECHNOLOGY AT AMERICAN AIRLINES

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IIBMS – INFORMATION TECHNOLOGY AT AMERICAN AIRLINES

The information system at American Airlines has become an integral part of the overall strategy to gain a competitive edge in the industry. The extensive use of computers began in the 1950s in payroll and inventory control and extended to customer service. In the early 1960s, American developed the widely known SABRE system (SABRE stands for Semi-Automated Business Research Environment). It is one of the most sophisticated passenger reservation system used by travel agents and customers.

Shortly after implementing SABRE, American also used the system for other tasks, such as controlling freight shipments, as well as dispatching and tracking flights. When the government deregulated the airline industry in 1978, the information system became an even more important tool for competing against the low-cost airlines whose labour costs were as much as 40 to 50 per cent lower. American Airlines’ strategy was to use the information technology to compete in a variety of ways. One application was to have as many aircrafts seats as possible filled without having many passengers “bumped” through overbooking. Another application was to obtain the proper balance between discount and regular fares. It was estimated that revenues could be increased dramatically by shifting only one per cent of discount fares to the full fare—clearly a competitive advantage in a market where price change occur daily and even hourly. Still another application of the information system was to find the most efficient way to fly in order to reduce fuel cost, which is the second largest expense. Some airplanes have sensors on board to monitor essential equipment; the operational information is sent to the ground station. Maintenance can then be planned effectively and performed more efficiently when the aircraft lands. Still another application of the computer was to determine the most profitable routes. The complexity of scheduling over 13,000 pilots and flight attendants on 1300 daily flights is horrendous. The high cost of overtime can put an airline at a competitive disadvantage.

Robert L Crandall, the former chairman and president of American Airlines, thinks that information systems are the key for success. He stated: “We have taken what was once a basic reservation system and built it into an integrated information system that drives our corporate strategy as much as it is driven by that strategy.” While American Airlines has been the industry leader in the use of information technology, competition developed. The 1992 program of the European Community (EC, now the European Union or EU) was designed to eliminate trade and many political barriers. The European airline industry also became deregulated than engaging in mergers, some airlines are now integrated into a network linking selected carriers together. An illustration of the cooperation among airlines involves the two computer reservation systems called Galileo and Amadeus. Thus, American Airlines—with a strategy of expanding in the European market, the largest market in the industrialized world—has ample competition. Recently, the five biggest US Airlines (Continental, Delta, Northeast, United Airlines, and now also American Airlines) developed a common website called Orbitz.com (www.orbitz.com), which could also affect SABRE.

Technology that may have given once a competitive advantage to a company may, in time, become obsolete unless it adapts to new demands and develops new applications. Max Hopper, the architect of the SABRE system, suggests that old models are no longer sufficient. Those who can use the available tools and modify them will gain a competitive edge. The trend is away from stand-alone applications to platforms that facilitate new approaches to problem solving and decision making. SABRE is not only a reservation system, but also a system for inventory control, making flight plans, and scheduling flight crews. Other data-basses were added for car rentals, hotel reservations, and theatre shows. SABRE has become an electronic travel supermarket.

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IIBMS – INFORMATION TECHNOLOGY AT AMERICAN AIRLINES

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XIBMS – McDonald’s: Serving Fast Food around the World

XIBMS / Harsha Morey

XIBMS – McDonald’s: Serving Fast Food around the World

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XIBMS – McDonald’s: Serving Fast Food around the World

Ray Kroc opened the first McDonald’s restaurant in 1955. He offered a limited menu of high-quality, moderately-priced food served fast in spotless surroundings. McDonald’s “QSC&V” (quality, service, cleanliness, and value) was a hit. The chain expanded into every state in the nation. By 1983 it had more than 6000 restaurants in the United States and by 1995 it had more than 18,000 restaurants in 89 countries, located in six continents. In 1995 alone, the company built 2,400 restaurants.

In 1967 McDonald’s opened its first restaurant outside the United States, in Canada. Since then, the international growth accelerated. In 1995, the “Big Six” countries that provide about 80 percent of the international operating income are: Canada, Japan, Germany, Australia, France, and England. In the same year, more that 7000 restaurants in 89 countries generated sales of $14 billion. Yet fast food has barely touched many cultures. The opportunities for expanding the market are great when one realizes that 99 percent of the world population is not yet McDonald’s customers. For example, in China, with a population of 1.2 billion people, there are only 62 McDonald’s restaurants (1995). McDonald’s vision is to be the major player in food services around the world.

In Europe, McDonald maintains a small percentage of restaurant sales but commands a large share of the fast food market. It took the company 14 years of planning before it opened a restaurant in Moscow in 1990. But the planning paid off. After the opening, people were standing in line up to 2 hours for a hamburger. It has been said that McDonald’s restaurant in Moscow attracts

More visitors – on an average 27,000 daily than Lenin’s mausoleum (about 9,000 people) which used to be the place to see. The Beijing opening in 1982 attracted some 40,000 people to the largest (28,000 square-foot) restaurant at a location where some 8, 00,000 pedestrians pass by every day.

Food is prepared in accordance with local laws. For example, the menus in Arab countries comply with Islamic food preparation laws. In 995, McDonald’s opened its first kosher restaurant in Jerusalem where it does not serve dairy products. The taste for fast food, American style, is growing more rapidly abroad than at home. McDonald’s international sales have been increasing by a large percentage every year. Every day, more than 33 million people eat at McDonald’s around the world with 18 million of them in the United States.

The prices vary considerably around the world ranging from $5.20 in Switzerland to $1.05 in China for the Big Mac that costs in the United States $2.32. The Economist magazine even devised a “Big Mac Index” to estimate whether a currency is over or undervalued. Thus, the $1.05 Chinese Mac translates into an implied Purchasing Power Parity of $3.88. The inference is that the Chinese currency is undervalued while the Swiss Franc is overvalued. Here are other prices for the $2.32 U.S. Big Mac. Britain, $2.80, Denmark $4, 92, France $3.23, Japan $4.65, and Russia $1.62.

Its traditional menu has been surprisingly successful. People with diverse dining habits have adopted burgers and fries whole heartedly. Before McDonald’s introduced the Japanese to French fries, potatoes were used in Japan only to make starch. The Germans thought hamburgers were people from the city of Hamburg. Now, McDonald’s also serves chicken, sausage, and salads. One of the items, a very different product, is pizza. In Norway, McDonald’s serves grilled salmon sandwich, in the Philippines pasta in a sauce with frankfurter bits, and in Uruguay the hamburger is served with a poached egg. Any new venture is risky and can be either a very profitable addition or a costly experiment.

Despite the global operation, McDonald’s stays in close contact with its customers who want good taste, fast and friendly service, clean surroundings, and quality. To attain quality, the so called Quality Assurance Centers (QACs), are located in the U.S., Europe, and Asia. In addition, training plays an important part in serving the customers. Besides day-to-day coaching, Hamburger Universities in the U.S., Germany, England, Japan, and Australia, teach the skills in 22 languages with the aim of providing 100 percent customer satisfaction. It is interesting that McDonald’s was one of the first restaurants in Europe to welcome families with children. Not only are children welcomed, but also in many restaurants they are also entertained with crayons and paper , a playland, and the clown Ronald McDonald’s , who can speak twenty languages.

With the aging population, McDonald’s takes aim at the adult market. With heavy advertising (it has been said that McDonald’s will spend $200 million to promote the new burger) the company introduced Arch Deluxe on a potato – flower bun with lettuce, onions, ketchup, tomato slices, American cheese, grainy mustard and mayo sauce. Although McDonald’s considers the over – 50 adult burger a great success, a survey conducted five weeks after its introduction showed mixed results.

McDonald’s golden arches promise the same basic menu and QSC&V in every restaurant. Its products, handling and cooking procedures and kitchen layouts are standardized and strictly controlled. McDonald’s revoked the first French franchises because the franchise failed to meet its standards for fast service and cleanliness, even though their restaurants were highly profitable. This may have delayed its expansion in france.

The restaurants are run by local manager and crews. Owners and managers attend the Hamburger University near Chicago, or in other places around the world, to learn how to operate a McDonald’s restaurant and maintain OSC&V. The main campus library and modern electronic classrooms (which include simultaneous translation systems) are the envy of many universities. When McDonald’s opened in Moscow, a one – page advertisement resulted in 30,000 inquiries about the jobs; 4000 people were interviewed, and some 300 were hired. The pay is about 50 percent higher than the average Soviet salary.

McDonald’s ensures consistent precuts by controlling every stage of the distribution. Regional distribution centers purchase precuts and distribute them to individual restaurants. The centers will buy from local suppliers if the suppliers can meet detailed specifications. McDonald’s has had to make some concessions to available products. For example, it is difficult to introduce the Idaho potato in Europe.

McDonald’s uses essentially the same competitive strategy in every country: Be first in a market, and establish its brand as rapidly as possible by advertising very heavily. New restaurants are opened with a bang. So many people attended the opening of one Tokyo restaurants that the police closed the street to vehicles. The strategy has helped McDonald’s develop a strong market share in the fast food market, even though its U.S. competitors and new local competitors quickly enter the market.

The advertising campaigns are based on local themes and reflect the different environments. In Japan, where burgers are a snack, McDonald’s competes against confectioneries and new “fast sushi” restaurants. Many of the charitable causes McDonald’s supports abroad have been recommended by the local restaurants.

The business structures take a variety of forms. Sixty-six percent of the restaurants are franchises. The development licenses are similar to franchising, but they do not require McDonald’s investments. Joint ventures are used when the understanding of local environment is critically important. The McDonald’s Corporation operates about 21 percent of the restaurants. McDonald’s has been willing to relinquish he most control to its Far Eastern operations, where many restaurants are joint ventures with local entrepreneurs, who own 50 percent or more of the restaurant.

European and South American restaurants are generally company-operated or franchised (although there are many affiliates – joint ventures – in France). Like the U.S. franchises, restaurants abroad are allowed to experiment with their

Menus. In Japan, hamburgers are smaller because they are considered a snack. The Quarter Pounder didn”t makes much sense to people on a metric system, so it is called a Double Burger. Some German restaurants serve beer; some French restaurants serve wine. Some Far Eastern McDonald’s restaurants offer oriental noodles. In Canada, the menu includes cheese, vegetables, pepperoni, and deluxe pizza; but these new items must not disrupt existing operations.

Despite its success, McDonald’s faces tough competitors such as Burger King, Wendy’s, Kentucky Fried Chicken, and now also Pizza Hut with its pizza. Moreover, fast food in reheatable containers is now also sold in supermarkets, delicatessens (a store selling foods already prepared or requiring little preparation for serving) and convenience stores, and even gas stations. McDonald’s has done very well, with a great percentage of profits coming now from international operations. For example, McDonald’s dominates the Japanese market with 1,860 outlets (halt the Japanese market) in 1996 compared to only 43 Burger King Restaurants. However, the British food conglomerate Grand Metropolitan PLC that owns Burger King has an aggressive strategy for Asia. Although McDonald’s is in a very favourable competitive position at this time, can this success continue?

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XIBMS – McDonald’s: Serving Fast Food around the World

XIBMS Institute

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ISBM – Efficient functioning of the school demands that members of the staff meet regularly under the leadership of the head of the school for sharing responsibility as well as experience.

ISBM / Harsha Morey

SCHOOL MANAGEMENT

Case Studies

CASE STUDY (20Marks)

The efficient functioning of the school demands that members of the staff meet regularly under the leadership of the head of the school to share responsibility as well as experience. No principal can run an institution single-handedly. The principal needs to share his/her responsibilities as well as information with the staff from time to time. For this co-ordination of the staff is required. Coordination of the work of the staff is achieved through staff meetings. For any staff meetings to happen there must be a specific reason or purpose.

Answer the following question.

Q1. Discuss the features of effective staff meetings.

Q2. Explain the characteristics of effective meetings.

Q3. Explain the principles of effective staff meetings.

Q4. Explain the types of staff meetings.

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IIBMS – Coke’s European Scare

IIBMS / Harsha Morey

CASE 1: Coke’s European Scare

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IIBMS – Coke’s European Scare

What seemed like an isolated incident of a few bad cans of Coca-Cola at a school in Belgium turned into near disaster for the soft drink giant’s European operations. In June 1999, Coke experienced its worst nightmare—a contamination scare resulting in the recall of 14 million cases of Coke products in five European countries and a huge blow to consumer confidence in the quality and safety of the world’s most recognizable brand.

After the initial scare in Bornem, Belgium, Coke and Coca-Cola Enterprises (CCE), a bottler 40 per cent owned by Coca-Cola, thought they isolated the problem. Scientists at the CCE bottling plant in Antwerp found that lapses in quality control had led to contaminated carbon dioxide that were used in the bottling of a recent batch of Coke. Company officials saw the contamination as minor problem and they issued an apology to the school.

At the same time that the problems were being dealt with an Antwerp, things were breaking down at Coke’s Dunkirk, France, bottling plant. In Belsele, 10 miles from Bornem, children and teachers were complaining of illnesses related to drinking Coke products. The vending machines at the school were stocked with Coke from the company’s Dunkirk plant and were thought to be safe. Now a second bottling plant’s practices were being questioned. What initially seemed like an isolated incident was now a crisis.

Immediately following the second scare, Belgium’s health minister banned the sale of all products produced in the Antwerp and Dunkirk plants. Things got worse when Coke gave an incomplete set of recall codes to a school in Lochristi, Belgium, resulting in 38 children being rushed to the hospital. Immediately following this incident, French officials banned the sale of soft drinks produced in the Dunkirk plant. It was believed that fungicide on wooden shipping pallets were the cause of the illnesses at the Dunkirk plant.

On June 15, 1999, 11 days after the initial scare in Bornem, Coke finally issued an explanation to the public. Most Europeans were not satisfied. Coca-Cola officials used vague language and often contradicted one another when making statements. France’s health minister, Bernard Kouchner, stated, “That a company so very expert in advertising and marketing should be so poor in communicating on this matter is astonishing”

After three weeks of testing by both Coke officials and French government scientists, it was concluded that the plants were safe and that there was no immediate threat to the health of consumers. Coke has destroyed all of the pallets in Dunkirk and tightened quality control on co2.

How could this happen to the company that is revered worldwide for its quality control and the superiority of its products? Coke has spent decades building its reputation overseas and the European market now represent 73 per cent of total profits. While the scare has had some effect on Coke’s profits in Europe, the company is more concerned with damages to its reputation and consumer confidence in its products.

Many critics say that Coke’s slow response time, insisting that no real problem existed and belated apology have severely damaged the company’s reputation in Europe. Some would disagree and feel that Coke handled the situation as best it could. “I think that Coke acted in a responsible, diligent way,” says John Sitcher, editor of Beverage Digest. “Their first responsibility was to ascertain the facts in a clear and unequivocal way. And as soon as Coke knew what the facts were, they put out a statement to the Belgium people.”

The character and quality of a company can often be measured by how it responds to adversity. Coca-Cola believes that this crisis has forced the company to re-examine both its marketing and management strategies in Europe. Coke executives in Brussels are predicting that the company will double its European sales in the next decade and that this setback will only make the company stronger. Wall Street analysts seem to agree. Only time will tell.

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IIBMS – Coke’s European Scare

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ISBM – Effective communication is critical to any organization and can help it in many ways.

ISBM / Harsha Morey

Business Communication

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CASE STUDY (20 Marks)

Effective communication is critical to any organization and can help it in many ways. Communication plays a role in product development, customer relations, and employee management in virtually every facet of a business\’s operations. Employees are a key audience because they often serve as the conduit to other audiences. If employees are informed and engaged, communications with other constituencies are likely to be strong as well. Effective communications help to establish clear expectations for employees and, perhaps surprisingly, for customers as well. For employees, clear expectations will convey how their performance will impact the company and give them an indication of what they need to do to achieve positive feedback. For customers, clear communication can help manage their expectations about service issues or even about how best to interact with the organization. Effective communication builds strong relationships. Trust and loyalty are key factors in any relationship and both are boosted by communication that is focused on meeting individual needs, conveying important information, and providing feedback positive and constructive. Strong relationships with external audiences also build strong solid communication about products, services, and company culture and values. Open channels of communication can lead to new ideas and innovation in several areas. Employees who understand what\’s important to their companies can focus on making improvements and spotting opportunities for innovation that can help further success. When employees know their ideas will be sought after, and that company leaders will have open minds and be responsive to their feedback, they\’re more likely to contribute their ideas. Customers also can be a source of great ideas to help improve products and services. The more employees know about the company, its culture, its products and services, and its response to any negative issues, the better job they can do of serving as ambassadors to the community, their friends, relatives, and other business connections. Employees who feel they have a strong, positive relationship with their employers and trust the information they receive from their employers will be more likely to share that information with others. Employees can be a highly valued and trusted source of information about a company and its products and services.

Answer the following question.

Q1. How an effective communication can help an organization? Discuss.

Q2. Give your views on the case.

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ISBM – Effective communication is critical to any organization and can help it in many ways. Read More »

IIBMS – MANAGEMENT PROBLEM 6

IIBMS / Harsha Morey

IIBMS – MANAGEMENT PROBLEM 6

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IIBMS – MANAGEMENT PROBLEM 6

The traditional organization is characterized by tacit understandings among managers and subordinates. In some instances, the rights and responsibilities of each group are contained in a detailed contract, such as the one between a union and management. Under a tacit understanding, an employee responds to a supervisor for a number of reasons. Custom or habit is a very important reason; organizations throughout history have functional through a hierarchical relationship like that found in the armed forces. A manager usually has the ability to determine the subordinate’s pay and can even arrange to have the subordinate dismissed. Because there is a long history of this type of relationship, most people in organizations are quite comfortable with it.

In some of the organizations described in this chapter managers form alliances with various partners. These alliance firms may provide a virtual component for your organization. However the employees involved in this alliance do work for two different firms. How does a manager manage under these conditions? Suppose that your firm enters into a relationship with another firm to take over its inventory of raw materials and to become a just-in-time supplier. The partner firm hires your former inventory employees so they no longer work directly for you. Describe the role of a manager in working with an alliance partner that provides you with a virtual component of your firm?

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IIBMS – MANAGEMENT PROBLEM 6

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ISBM – Effective business communication skills are vital to successful co worker and customer interactions.

ISBM / Harsha Morey

Business Communication

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CASE STUDY (20 Marks)

Effective business communication skills are vital to successful co-worker and customer interactions. Both the speaker and the listener share the responsibility of making the message clear, but effective communication goes far beyond simple speech and hearing.

Body language, tone of voice, word choice, message clarification, and communication style all come into play and can make the difference between success and failure in interpersonal transactions and interactions. Speakers must learn to articulate their message in a way the listener can understand, delivering it in a manner that is consistent with the message itself. Serious issues are best delivered in a serious tone but about the known or potential reaction of the listener. The reaction of the listener to both good and bad news can be directly controlled by the speaker, as long as the word choice and delivery are carefully considered. One part of effective speaking is knowing your listeners and how they may react, or generically deliver your message if the listeners are not known. Active listening is practiced by both the speaker and listener in effective communication. Active listening on the listener\’s part involves eye contact, nods, gestures, and brief comments to show understanding. On the speaker\’s part, these gestures and comments are clues to the listener\’s reaction and comprehension. If the listener seems confused, the speaker may reevaluate the wording or delivery of the message, and listeners must take it upon themselves to ask questions, validate what is being said, and provide input if necessary. Questions asked by both the speaker and listener must be of the open-ended type those that cannot be answered by a yes or no. Open-ended questions encourage further communication, dialogue, and understanding, and can help all involved in the conversation to further investigate and clarify the message. Recognizing and deciphering body language is both an art and a science. Eye movement and contact, stance, posture, facial expressions, fidgeting, and other body language can sometimes give clues to the speaker and listener alike. If the tone of a speaker\’s voice is calm but his facial expression or posture is tense, the message can be confusing to the listener. Conversely, a listener who fidgets or does not make eye contact can give the speaker the impression that the listener is bored or not paying attention.

Answer the following question.

Q1. Explain “Business communication involves both active listening and effective speaking skills”

Q2. Discuss the utility of open-ended questions, both by speakers and listeners.

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ISBM – Effective business communication skills are at the heart of every organization.

ISBM / Harsha Morey

Business Communication

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Case Studies

CASE STUDY (20 Marks)

Effective business communication skills are at the heart of every organization. Multiple studies have shown that poor communication between managers and their subordinates can result in catastrophic outcomes for both the organization and the individuals. This is why as a manager communication is the next most important thing after establishing your goals and milestones. Improving these skills and enabling good communication helps speed up projects, increase deliverables, produce excellent results, and boost employee morale. When people have a clear picture of their tasks and job descriptions, it is often easy for them to meet set targets and goals. Unfortunately, some managers are not very good at communicating their ideas to their subordinates. The following are some tips that will help you become a better communicator in the workplace. The first major cause of friction and resentment in the workplace is unclear goals and unrealistic deadlines. Some supervisors and managers do this a lot and then wonder why their workers cannot get the job done. Unclear goals and unrealistic deadlines often start a vicious negative cycle in the workplace: workers don’t do their jobs well, managers go into a tirade and punish workers, workers become demoralized and unproductive, and managers threaten workers with job termination, creating a cycle of tension and mistrust. The best way to avoid all these is to be clear from the get-go. This means clear directives, clear milestones and deadlines, listening to feedback or suggestions with an open mind, and flexibility in strategies. This might be difficult if you have to write all these down, send out memos all the time, or chase individuals down for an update. This is why you should use task management tools like Score to assign tasks, manage expectations, monitor productivity, and track results among your subordinates. Team members can access the collaboration platform, upload deliverables, and check off

deadlines or completed milestones. Wherever you have a group of people, you are likely to experience friction. People may have opposing views, have to work with limited resources, disagree with each other on strategies, and squabble over things as trivial as a jammed copier. Some of these issues will be minor and will subside within time. However, the major problems can often exacerbate to become major bottlenecks. This is why you need to create an open, safe, working environment.

Answer the following question.

Q1. Why Effective business communication skills are necessary for a manager? Elaborate.

Q2. How can you become a better communicator in the workplace? Discuss.

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ISBM – WTO-GATS Regime and Future of Higher Education In India

ISBM / Harsha Morey

International Trade

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WTO-GATS Regime and Future of Higher Education In India (20 Marks)

Education plays a very important role in framing the economic and social setup of any nation. Though Education is largely a governmental activity in India, things are changing under the WTO-GATS regime. India signed the World Trade Organization (WTO) Agreement including the General Agreement on Trade in Services (GATS) in 1994 as part of a single undertaking, which came into force in 1995. GATS established a multilateral framework of principles and rules for trade in services with the objective of expansion and progressive liberalization of such trade as a means of promoting the economic growth of all trading partners and for further development of developing countries. It provides for disciplines on transparency, Most Favored Nations (MFN) treatment, market access, and national treatment for all the member nations. Education is one of the twelve services included in the Uruguay Round. Under GATS, education services are classified into five main categories, which include: Primary Education Services, Secondary Education Services, Higher Education Services, Adult and Continuing Education Services, and Other Education Services. India has the second largest higher education sector in the world with 8.8 million students, who constitute seven percent of the total population. The number of universities in India has increased from 18 (at the time of independence) to 306 (including 18 central universities, 186 other universities, 5 institutions established under the State Legislature Act, 84 deemed universities, and 13 institutes of national importance) government ones and about 150 private ones. Open universities are nine in number while women universities are five. They employ a total force of more than four hundred thousand teachers. Every year 66,000 Indian students go abroad (mainly to the US and UK), termed as an import of services; in contrast to this, only 6000 foreign students are coming to India to pursue higher education (and that too from other developing countries or least developed countries) termed as export of services. With such an imbalance in the import and export of higher education services, the question arises ‘Is India ready for a free trade regime in higher education?’

Answer the following question.

Q1. To what extent WTO-GATS Regime has influenced higher education in India?

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ISBM – A South African Indian lecturer at an institute here has been accused of showing female students pornographic videos.

ISBM / Harsha Morey

Business Ethics

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Case Studies

CASE STUDY (20 Marks)

Durban: A South African Indian lecturer at an institute here has been accused of showing female students pornographic videos. Mohil Ramgovindji is facing a disciplinary inquiry for alleged sexual misconduct after he reportedly told students the films were part of the curriculum. He also claimed he was “preparing them for the harsh realities of the hospitality industry that they were training for.” Ramgovindji is working at the Durban Institute of Technology. He lectures at the hotel school on the ML Sultan campus of the institute. The allegations surfaced when female students fearing intimidation or embarrassment approached the South African Democratic Student movement (Sadesmo), which demanded that Ramgovindji be suspended with immediate effect. An angry Sadesmo spokesperson, Sihle Nsindane, told the weekly Independent here: “At stake is the future of students who are victimized by people old enough to be their fathers.” The boys and girls in our groups were segregated, but when I walked into the room allocated to me, I found Ramgovindji watching a pornographic movie with female students. There was also alcohol freely available.”

Answer the following question.

Q1. Discuss the moral and ethical issues w.r.t. above case.

Q2. What are your viewpoints on the above case?

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IIBMS – MANAGEMENT PROBLEM 5

IIBMS / Harsha Morey

MANAGEMENT PROBLEM 5

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IIBMS – MANAGEMENT PROBLEMS 5

Block and Thomas, a regional stockbrokerage firm, hired a chief information officer (CIO), a senior manager who is responsible for all technology in the firm. The brokerage firm uses technology heavily as is typical in the industry. Block and Thomas has a number of systems to process stock trades and support its brokers. It also subscribes to a broker workstation system provided by a market data vendor. Each broker has a personal computer that provides a great deal of data and analytic capabilities in different windows on the screen.

The new CIO surveyed users and potential users at Block and Thomas. He concluded that in the past, users had very negative attitudes toward systems. However, the interviews he conducted convinced him that users’ attitudes were now different. The users described problems but also mentioned that they were very optimistic about the potential of technology and wished they could implement the technology faster. The new CIO was surprised by the creative suggestions that came from users during the interviews.

What events do you think are responsible for the new attitudes on the part of users? How can the CIO take advantage of them?

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IIBMS – MANAGEMENT PROBLEMS 5

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ISBM – Due to the social democratic nature of Austrian culture, employees are much less motivated by financial incentives than in more capitalist countries such as the United States.

ISBM / Harsha Morey

International Business

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Case Studies

CASE STUDY (20 Marks)

Due to the social democratic nature of Austrian culture, employees are much less motivated by financial incentives than in more capitalist countries such as the United States. As such, alternative methods need to be utilized to change employee behavior. Historically, there are two proven ways to motivate employees in such circumstances: non-financial incentives and leveraging social status. Austrians generally emphasize family life and believe in “working to live” rather than “living to work.” As such, incentives that allow employees to spend more time with their families and improve their life/work balance are the most effective ways to provide motivation. In addition to explicit incentive systems, Austrians are frequently intrinsically motivated by social status. By creating a social hierarchy that can be climbed through accomplishing specified goals and objectives, cultural change can be adopted over time. Establishing better external relationships with customers can be accomplished by focusing on leveraging an understanding of Austrian culture.

Answer the following question.

Q1. Give an overview of the case.

Q2. Why Austrians are less motivated by financial incentives?

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ISBM – Due to the social democratic nature of Austrian culture, employees are much less motivated by financial incentives than in more capitalist countries such as the United States. Read More »

ISBM – Domino’s Pizza was embroiled in a viral crisis situation when two rogue employees posted videos of adulterated food on YouTube in April 2009.

ISBM / Harsha Morey

Business Communication

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CASE STUDY (20 Marks)

Domino’s Pizza was embroiled in a viral crisis when two rogue employees posted videos of adulterated food on YouTube in April 2009. Tim McIntyre, Vice President of Communications, was part of the internal team that delivered the company’s crisis communication plan through Twitter and YouTube. What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for managing the crisis by integrating the same media. The efficacy of best practices and principles of crisis management in the age of social media.

Answer the following question.

Q1. Assess the decision of the Vice President of Communication, Domino’s Pizza to integrate the same medium that sparked the crisis into the strategies to manage the situation.

Q2. Give an overview of the case.

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IIBMS – MANAGEMENT PROBLEMS 4

IIBMS / Harsha Morey

MANAGEMENT PROBLEMS 4

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IIBMS – MANAGEMENT PROBLEMS 4

Dave Masters in vice president of manufacturing for Siliconix, an electronic components manufacturer. Siliconix runs most of its production control and factory systems on an IBM mainframe computer. The firm has just purchased another company that makes similar components, but the newly purchased another company that makes similar components, but the newly purchased division runs its applications using a package called SAP R/3 on a client-server computer configuration.

Masters has to decide what to do about the different computer applications. The staff of the corporate management department wants to make the new division feel welcome and does not want to upset its employees. Staff members argue that SAP is probably better than their old custom-programmed system on the mainframe. However, the implementation of SAP is a major task, and they do not recommend undertaking it right now. They are content to run the two systems separately.

Masters is concerned because he feels the entire company would be better off with a single production control system. However, he recognizes that the merger will cause some disruptions, and he questions the wisdom of undertaking a major systems conversion at the same time.

What do you recommend? How should Masters go about making his decision?

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IIBMS – MANAGEMENT PROBLEMS 4 Read More »

ISBM – Dolly Daleja continued to drum her fingers on her desk. She had a real problem and wasn’t sure what to do next.

ISBM / Harsha Morey

Organizational Behavior

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Case (20 Marks)

Dolly Daleja continued to drum her fingers on her desk. She had a real problem and wasn’t sure what to do next. She had a lot of confidence in Sunny Master, but she suspected she was about the last person in the office who did. Perhaps if she ran through the entire story again in her mind she would see the solution. Dolly Raheja has been the distribution manager for Raheja Industries for almost twenty years. An early brush with the law and a short stay in prison had made her realize the importance of honesty and hard work. Raheja had given her a chance despite her record, and Dolly Raheja had made the most of it. She now was one of the most respected managers in the company. Few people knew her background. Dolly Raheja had hired Sunny Master fresh out of prison six months ago. Dolly Raheja understood how Sunny Master felt when Sunny Master tried to explain his past and asked for another chance. Dolly Raheja decided to give him that chance just as Henry Raheja had given her one. Sunny Master eagerly accepted a job on the loading docks and could soon load a truck as fast as anyone in the crew. Things had gone well at first. Everyone seemed to like Jack, and he made several new friends. Dolly Raheja had been vaguely disturbed about two months ago, however, when another dock worker reported his wallet missing. She confronted Sunny Master about this and was reassured when Sunny Master understood her concern and earnestly but calmly asserted his innocence. Dolly Raheja was especially relieved when the wallet was found a few days later. The events of last week, however, had caused serious trouble. First, a new personnel clerk had come across records about Jack’s past while updating employee files. Assuming that the information was common knowledge, the clerk had mentioned to several employees what a good thing it was to give ex-convicts like Sunny Master a chance. The next day, someone in bookkeeping discovered some money missing from petty cash. Another worker claimed to have seen Sunny Master in the area around the office strongbox, which was open during working hours, earlier that same day. Most people assumed Sunny Master was the thief. Even the worker whose wallet had been misplaced suggested that perhaps Sunny Master had indeed stolen it but had returned it when questioned. Several employees had approached Dolly Raheja and requested that Sunny Master be fired. To her dismay, Dolly Raheja found that rethinking the story did little to solve his problem. Should she fire Sunny Master? The evidence, of course, was purely circumstantial, yet everybody else seemed to see things quite clearly. Dolly Raheja feared that if she did not fire him, she would lose everyone’s trust and that some people might even begin to question her motives.

Answer the following question.

Q1. Explain the events in this case in terms of perception and attitudes. Does personality play a role?

Q2. What should Dolly Raheja do?

Q3. Should she fire Sunny Master or give him another chance? Explain your answer with reasons.

Q4. Explain the differing perceptions at Raheja Industries.

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ISBM – Dolly Daleja continued to drum her fingers on her desk. She had a real problem and wasn’t sure what to do next. Read More »

ISBM – Do you believe that communication skills are an important part of your relationships and that good relationships are significant for a happy life? However, you’re not sure where to start to improve your communication

ISBM / Harsha Morey

Business Communication

CASE STUDY (20 Marks)

Do you believe that communication skills are an important part of your relationships and that good relationships are significant for a happy life? However, you’re not sure where to start to improve your communication. Improvement of communication skills is necessary for better relationships at home and work It can be so frustrating when you struggle to get what you want to say across to someone important. And equally distressing when you know you battle to be in your best state to listen and be open to hear what they have to say. This series of courses will take you on a journey to put the building blocks in place for a strong foundation for effective communication and develop the skills that are needed for relating to others to build relationships. For the past ten years I – and my clients – have been applying this communication model and enjoying more freedom to express ourselves, and noticed how our empathy and compassion have grown as we become more understanding, more understood and able to handle the complexities of interpersonal communication. Imagine being able to pick up where the miscommunication is happening, make the necessary adjustments that are within your control, and get your message across more often while also understanding others more easily. Would that be useful? Would that improve your relationships? By unpacking the complexity of communication we can simplify it, and then you’ll know how to develop your communication skills.

Answer the following question.

Q1. Why training in communication skills is necessary? Explain in detail.

Q2. Give your views on the case.

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ISBM – Do you believe that communication skills are an important part of your relationships and that good relationships are significant for a happy life? However, you’re not sure where to start to improve your communication Read More »

IIBMS – MANAGEMENT PROBLEMS 3

IIBMS / Harsha Morey

MANAGEMENT PROBLEMS 3

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IIBMS – MANAGEMENT PROBLEMS 3

The governor of a state is confronted with a series of conflicting recommendations from his staff. Recently welfare costs have been dropping, and he is concerned that they will start to rise again.

The director of the state welfare department suggested in her report that the new reduced payments schedule passed by the legislature has reduced overall expenditures and so the downward trend will continue. The governor’s advisor for economic affairs indicated that the recent improvement in the state’s economy had resulted in large increases in employment. These new jobs are attracting people and taking them off the welfare roles. A state senate leader, however, felt that most of the change resulted from enforcing requirements for welfare, limits on how long one can collect payments, and requirements to work.

Who is right? What is responsible for so many different positions? How can the governor reconcile these conflicting viewpoints and arrive at the true cause of the problem?

$\"IIBMS\"$

IIBMS – MANAGEMENT PROBLEMS 3

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IIBMS – MANAGEMENT PROBLEMS 3 Read More »

ISBM – Divorce the Forecasting Process from the Target Setting and Performance Appraisal Forecasts must not be seen by senior managers as a tool for questioning or reassessing performance targets.

ISBM / Harsha Morey

Management Control Systems

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Case Study (20Marks)

Divorce the Forecasting Process from the Target Setting and Performance Appraisal Forecasts must not be seen by senior managers as a tool for questioning or reassessing performance targets. If managers see that forecasts have an impact on their reward and incentive plan, they will be reluctant to present an unbiased picture. Use Forecasts to Support Leading Organizations

Answer the following question.

Q1. Explain the difference between choosing the Right Forecasting on frequency and horizon.

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ISBM – Divorce the Forecasting Process from the Target Setting and Performance Appraisal Forecasts must not be seen by senior managers as a tool for questioning or reassessing performance targets. Read More »

IIBMS – MANAGEMENT PROBLEMS 2

IIBMS / Harsha Morey

MANAGEMENT PROBLEMS 2

$\"IIBMS\"$

IIBMS – MANAGEMENT PROBLEMS 2

Assume you have just been appointed to chair the board of a medium sized manufacturing firm that makes small consumer appliances. The company has experienced stagnant growth over the past five years, and a new board of directors was recently elected by dissident stockholders.

One of your first tasks is to help top management discover why sales are constant and profits have been declining. Currently, the firm is faced with excessive inventory and problems in acquiring raw materials. Prices for these materials have been fluctuating widely in recent months; the previous management seems to have been unable to cope with this problem.

How will you approach this task? What sources of information will you seek to help understand and solve problems in the company?

$\"IIBMS\"$

IIBMS – MANAGEMENT PROBLEMS 2

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IIBMS – MANAGEMENT PROBLEMS 2 Read More »

ISBM – Design a creative letter head for your institute. Create a logo on your own.

ISBM / Harsha Morey

Business Communication

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CASE STUDY (20 Marks)

Q1. Design a creative letterhead for your institute. Create a logo on your own.

Q2. A college library intends to buy display boards and racks. Draft a letter by the college principal, asking for quotations from Ruby Displays Ltd.

Q3. Make a synopsis to be submitted to your college on the topic “Perception of youth towards politics”

Q4. Prepare a set of arguments on reservation for OBCs: a boon or bane for the country.

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ISBM – Design a creative letter head for your institute. Create a logo on your own. Read More »

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CASE 2:

INFORMATION TECHNOLOGY AT AMERICAN AIRLINES

XIBMS – McDonald’s: Serving Fast Food around the World

SCHOOL MANAGEMENT

CASE 1: Coke’s European Scare

Business Communication

IIBMS – MANAGEMENT PROBLEM 6

Business Communication

Business Communication

International Trade

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MANAGEMENT PROBLEM 5

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MANAGEMENT PROBLEMS 4

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MANAGEMENT PROBLEMS 2

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