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Management

Case Folio

June'04
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Articles

CASE IN FOCUS

Dr. V of Aravind Eye Hospital - A 'Level 5' Leader

-- Sanjib Dutta, Anil Kumar Kartham

The case aims at uncovering the leadership dimension that underlies the success of Aravind Eye Hospital. The case focuses on the leadership style of Dr. Govindappa Venkataswamy (Dr. V), the Founder of Aravind Eye Hospitals. Detailed information is provided on the circumstances in which he grew up, and the factors that moulded his personality. Dr. V, with qualities such as humility, and professional will, has been portrayed as a Jim Collins' Level 5 leader. The case also talks about how Dr. V realized his vision by inspiring like-minded people. There is also a mention of how he defined Aravind hospital's scope of operations and leveraged advances in information technology. The case also discusses Aravind's innovative business model pioneered by Dr. V.

BUSINESS ETHICS - CASE STUDY

Procter & Gamble vs. Unilever - A Case of Corporate Espionage

-- A Mukund

The case discusses the corporate espionage controversy involving two of the world's largest consumer product companies, P&G and Unilever, in the early 21st century. It gives an overview of the concepts of competitive intelligence and corporate espionage and examines the differences between them. It also outlines the evolution of corporate espionage over the centuries and examines the reasons for its increasing use. Next, the case details the covert operation conducted by P&G to gain competitive information about Unilever's shampoo business in the US. It examines the steps taken by P&G's top management after discovering the secret operation, to settle the matter with Unilever. Finally, it talks about Unilever's response to the incident, its settlement demands, and summarizes the lessons that can be learnt from this episode.

BUSINESS STRATEGY - CASE STUDY

The Russian Oil Giant Yukos - When Business and Politics Collide

-- A Neela Radhika

The case examines the crisis at Yukos, Russia's leading oil company, on account of a feud between its former CEO, Mikhail Khodorkovsky (Khodorkovsky), and the Russian government. It gives a brief outline of Russia's history and the Russian oil industry over the years, including the country's economic and political scenario during the 1990s. It discusses the emergence of oligarchs and their relations with the government during Yeltsin's and Putin's presidential terms. The case then examines the formation of Yukos, its growth under Khodorkovsky's leadership and the corporate culture and corporate governance restructuring it undertook during the early 21st century. It discusses in detail the events that led to the arrest of Khodorkovsky and many other key executives of Yukos in 2003. Finally, the case examines the future prospects of Yukos in the light of the above crisis.

FINANCE - CASE STUDY

Sumitomo Corporation of Japan - The Commodity Derivatives Fiasco

-- Gautam, Vivek Gupta

The case discusses how Yasuo Hamanaka (Hamanaka), the chief copper trader at Japan's Sumitomo Corporation, caused major losses to the company through his unauthorized trading activities in the physical and futures market in copper at the London Metal Exchange. It traces the complete sequence of events leading to the revelation of the scandal. The case also highlights the reasons for the copper debacle, including the lack of proper managerial supervision and operational control systems and the misuse of authority by Hamanaka.

OPERATIONS MANAGEMENT - CASE STUDY

Pepsico's Distribution and Logistics Operations

-- Konakanchi Prashanth, Vivek Gupta

The case discusses in detail the distribution and logistics operations of the US-based PepsiCo, one of the world's leading beverages and snack foods companies. The case details the distribution system of the company, explaining the significance of various distribution channels used including supermarkets/retail stores, fountain/restaurant, convenience stores, vending machines and others for distributing beverages and snack foods. The case also describes the logistics operations of PepsiCo's bottler (Pepsi Americas) and elaborates on how it has enhanced the efficiency of its distribution and logistics operations significantly by employing the latest wireless technology solutions.

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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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