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Management

Case Folio

October '04
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Articles

CASE IN FOCUS

Succession Planning at GE

--Vivek Gupta, A Neela Radhika

The case examines the succession planning process at the US-based GE, the leading diversified business conglomerate in the world. The case details the growth of GE under its various leaders from its inception, and examines GE's commitment to succession planning through the decades. It discusses in detail the succession planning and leadership development processes at GE, and also examines the CEO succession planning under Jack Welch, GE's CEO and Chairman in the period 1981-2001. The case examines the differences between the management styles and ideologies of Welch and Jeff Immelt, who succeeded Welch as Chairman and CEO of GE. Finally, the case examines the future of GE under the leadership of Immelt.

BUSINESS STRATEGY

`Aaj Tak' News Channel's Success Story -- Sanjib Dutta, Suchitra Jampani

Aaj Tak, a 24-hour Hindi news channel in India, was launched in December 2000. Since then, the channel has maintained its lead in viewership in the news segment. The case explores the reasons for the success of Aaj Tak. It examines the background of the channel and the circumstances that led to its launch. The case also draws a comparison between Aaj Tak and its competitors such as Zee News, Sahara Samay National, NDTV India (Hindi), Star News, and DD News. It also takes a look at the news channels market in India and at the future outlook of Aaj Tak.

IT & SYSTEMS

Taking the Commodity Bull by the Horns: The Success of ThePCBShop.com -- Steve Muylle and Veerle De Schryver

This case describes the entrepreneurial process, as it happened for a manufacturer of printed circuit boards. It exemplifies the interplay between lucrative opportunities, entrepreneurial team and resources; addresses the role of the global marketplace for entrepreneurs; highlights the successful shift by the manufacturer towards the electronic business to break the productcommodity cycle; and puts forward franchising as a potential growth strategy.

MARKETING

Calvin Klein's Scandalous Advertising - Morality vs. Money -- A Mukund

The case deals with the controversial advertisement campaigns launched by the US-based fashion house Calvin Klein from the late 1970s to 2003. It gives information about the designer's evolution over the decades into a successful businessman. The company's entry and success in the jeans, underwear and fragrance businesses is examined. The case then discusses the various Calvin Klein advertisements that angered business partners, religious leaders, family welfare groups, customers and a host of other factions for their excessively sexual content. It critically analyzes two of the most controversial issues (the 1995 `kiddie porn' campaign and the 1999 advertisements for children's underwear), wherein, the company was accused of sexually exploiting children. Finally, the case covers the events at Calvin Klein in the early 21^st century, and points out the company's continuing focus on generating sales through erotic advertisements.

PRODUCTION & OPERATIONS

Consumer-driven Six Sigma at Ford -- Vivek Gupta, K Prashanth

The case discusses in detail the implementation of Six Sigma in the US-based Ford Motor Company. It discusses how Ford went about implementing the Define, Measure, Analyze, Improve and Control (DMAIC) cycle, an integral part of a Six Sigma initiative. The case discusses how Ford imparted various levels of Six Sigma training including Green Belts, Black Belts, Master Black Belts and Project Champions. The case finally discusses the problems faced and the benefits reaped by Ford while implementing Six Sigma.

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management

Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.

International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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