Sept '20
Case Folio
The IUP Journal of Management Case Studies
Focus
Some companies too seem to have done better than the rest during the pandemic. For instance, the first case, "Domino's Pizza: Business Continuity Strategy During the Covid-19 Pandemic", by Debapratim Purkayastha and Hadiya Faheem, shows how Domino's Pizza brought about certain changes in its operations that, along with the business it was in, helped it succeed during the pandemic. The American multinational pizza giant initiated a 'Contactless' delivery initiative in January 2020 itself. So while people were forced indoors and many restaurants downed shutters, Domino's relied on its strong delivery infrastructure and digital customer base to carry on with its business. To cater to the increasing demand from consumers, Domino's even planned to hire 10,000 new workers in the US. However, Domino's also attracted criticism from certain detractors who felt that the company was putting its employees at risk of contracting the virus.
The next case, "From Fragmentation Towards Cohesion: A Case Study in Facilitating Organizational Change", by Michael Walton, is about how a consultant designs and implements a change intervention in a global organization where the senior management team had lost direction and was falling apart.
The third case, "JPMorgan Chase & Co. - Creating a Next-Gen Banking Experience Powered by Digital Technology", by Anil Anirudhan and Sanjib Dutta, is about how the leading bank initiated various digital initiatives in order to stay relevant amidst changing customer expectations and the increasing trend of digital banking. Though the bank had emerged as a disrupter in the banking industry with its innovative technologies, it faced an ever-growing threat from banking organizations aligned with technological companies, prompting it to take these initiatives.
The next case, "Paytm Employing Technologies and Tools to Fight Cyber Fraud", by Koti Vinod Babu and Namratha V Prasad, is about how one of India's leading e-commerce and digital wallet companies was rendered vulnerable to frauds and the various measures taken by Paytm to counter the frauds.
This issue also carries the paper, "Maximizing Value and Impact from the Case Writing Cycle", by Richard McCracken. The paper is based upon many conversations with authors, students, deans, directors and accreditation bodies as Director of UK-based The Case Centre, the independent home of the case method. It outlines the benefits of the case method to the various stakeholders.
Consulting Editor
| Article | |||
| Domino's Pizza: Business Continuity Strategy During the Covid-19 Pandemic | |||
| From Fragmentation Towards Cohesion: A Case Study in Facilitating Organizational Change | |||
| JPMorgan Chase & Co. - Creating a Next-Gen Banking Experience Powered by Digital Technology | |||
| Paytm Employing Technologies and Tools to Fight Cyber Fraud | |||
| Maximizing Value and Impact from the Case Writing Cycle | |||
Domino's Pizza: Business Continuity Strategy During the Covid-19 Pandemic
The case discusses the American multinational pizza giant Domino's Pizza, Inc.'s (Domino's) strategy during the Coronavirus pandemic in 2020. Domino's resorted to a 'Contactless' delivery initiative, which it launched in January 2020 in the wake of the novel Covid-19 outbreak that started in Wuhan, China, and soon spread to countries across the world. With increasing awareness about the virus, consumers were taking precautions to prevent transmission of the disease and were remaining indoors. Many restaurants were closed and the governments of all countries allowed only takeout and delivery. Since Domino's had a strong delivery infrastructure and digital customer base who knew how to order online, it was well-positioned to tackle the crisis. Some analysts appreciated Domino's for its contactless delivery model, as it was helping the pizza giant to thrive during the Covid-19 crisis. To cater to the increasing demand from consumers, Domino's was planning to hire 10,000 new workers in the US. However, it also attracted the ire of critics who felt that the company was putting its employees at the risk of contracting the virus. There were also instances of some of its employees contracting Covid-19. With this being early days of the pandemic, some analysts opined that it could be a tough road ahead for Domino's as the company had to grapple with the full impact of the Covid-19 pandemic. more »
From Fragmentation Towards Cohesion: A Case Study in Facilitating Organizational Change
Facilitating organizational change is fraught with problems, and these are intensified if the organization occupies a prominent global profile and is staffed with status-conscious top executives. The paper outlines a change intervention in such organization and describes work with a senior management team that had lost direction and was falling apart. The reputation of the reclusive main Board Director involved was at risk, and in an attempt to retrieve matters, a Management Retreat was initiated to recover the situation. An approach to the work is outlined, together with the key outcomes from the intervention itself. more »
JPMorgan Chase & Co. - Creating a Next-Gen Banking Experience Powered by Digital Technology
The case discusses the digital initiatives taken by JPMorgan Chase (JPMC). To stay relevant amidst changing customer expectations and the increasing trend of digital banking, JPMC employed a team of 50,000 technologists worldwide and had a technology budget of $11.5 bn in 2019. The initiative to have digital technologies play a pivotal role in banking operations was taken up in 2006 under the leadership of Jamie Dimon, CEO of JPMC. The case deals with the growth of JPMC over the years and its digital initiatives, which included the "mobile first, digital everything" strategy. The use of new technologies such as Big Data, Artificial Intelligence, Cloud Computing, Mobile and Electronic Payments, Machine Learning, Blockchain, Robotics and Cyber Security by JPMC is discussed in detail. JPMC had tied up with several fintech companies to develop new technologies for its banking operations and to preempt competition in future, both from banking and non-banking entities. Even though JPMC had emerged as a disrupter in the banking industry with its innovative technologies, it faced an ever-growing threat from banking organizations aligned with technological companies. It therefore sought to take the competition head on with the use of digital technology. more »
Paytm Employing Technologies and Tools to Fight Cyber Fraud
The case discusses the technologies and tools employed by Paytm, one of India's leading e-commerce and digital wallet companies. The case starts out by going into the reasons for the vulnerability of a digital payments company like Paytm to fraud. Though there are cyber laws in India to check fraud in digital payment systems, companies such as Paytm continued to be easy targets of fraudsters. The case then provides an overview of the kind of frauds encountered by the customers of Paytm, the loss borne by them and the various measures taken by Paytm to counter the frauds. Later, the case describes in detail the different tools and technologies like Data Encryption, Data Intrusion Detection Systems, and Artificial Intelligence that were adopted by Paytm to combat fraud. Vijay Shekhar Sharma (Sharma), Founder and CEO of Paytm, was confident that the security measures deployed by Paytm would be effective in combating cyber fraud. The question is, can Paytm maintain the same level of security in future considering the ever-shifting fraud landscape? more »
Maximizing Value and Impact from the Case Writing Cycle
The case method is one of the most powerful pedagogies available to business educators and is adopted widely in leading business schools, but the benefits that accrue from writing the teaching cases that are at the heart of the pedagogy are underrecognized and underexploited. Many case authors are unsupported and underresourced. The paper identifies the stakeholders in writing and subsequent teaching of a case: faculty authors, students, schools, businesses and protagonists, and the benefits and impacts deriving to each throughout the lifecycle of a case from initial research through writing, teaching, and then distribution. The findings are based upon many conversations with case authors, students, deans, directors and accreditation bodies as Director of The Case Centre, the independent home of the case method. more »