Most companies plan how they manage employees, but how many consider how to manage their customers? Given how important customer-employee relationships are to business, and amid rising reports of customer incivility toward the frontline workforce, organizations are taking a page from people management and learning how to better select, train, evaluate, discipline - and even sometimes fire - customers.

In January 2021, the Japanese fashion company Uniqlo was accused of using forced labour in its supply chains. Various news reports had been claiming that Uyghur Muslims were being detained and forced to work on cotton farms, production factories, and processing facilities in China''s Xinjiang Uyghur Autonomous Region. The United States Customs and Border Protection claimed that Uniqlo was not able to fully demonstrate that its products and .....more

In January 2020, two social entrepreneurs were looking back at the first five years of operation of their venture JioVio Healthcare. The entrpreneurs had designed, developed, and implemented their cloud-based Internet of Things software Savemom. Using feedback from key stakeholders, Savemom assisted in the early detection of preventable complications during pregnancy and safe delivery, especially for expectant mothers in rural India, with a goal to .....more

Role play assignments for product W26681. Smita Chattopadhyay is affiliated with Indian Institute of Management Tiruchirappalli.

In June 2020, the vice-president of Ginjalrein India Corporation was meeting with three members from the client organization Nierejia Care. The meeting was to discuss the deteriorating relationship between the two companies. The relationship between the two companies had been difficult for most of 2019, something which had threatened the contract between the two partners. These initial issues had been resolved in March 2020 following high-level interventions .....more

Student Spreadsheet to accompany product W26681.

In June 2020, Jeremy Blank prepared for a meeting with his fellow partners at York Capital to discuss an investment he had championed in Enovix, a company developing a state-of-the-art, silicon-based battery. Early-stage technology companies, like Enovix, were not typical investments for York, but Blank had convinced his partners to invest. However, the partnership wanted to be "one and done" without reinvesting in future rounds. By 2020, .....more

Founded in Montreal in 2015 by three friends, Poches & Fils enjoyed huge success from the beginning, fuelled largely by its quirky and humorous positioning in the highly competitive fashion industry. Initially marketed directly on the Web, the brand has been on the shelves of Quebec retailers since 2016. Its distribution partnerships generated sustained revenue growth until 2017, prompting the company to diversify its offering and attempt internationalization. .....more

The case study titled "Ace Micromatic Group: A Hidden Champion in the Indian Machine Tools Industry" details the journey of Ace Micromatic Group (AMG): how a mid-sized Indian company founded in 1979 and headquartered in Bangalore grew to become India''s largest machine tools company by 2005, a position it held until 2020. The case highlights how the group''s cofounders have stayed together and committed to managing the group .....more

The United States has been a fiscal mess for years...at least since the financial crisis in 2009. This case describes the U.S. economy during the presidencies of Barack Obama, Donald Trump and now, Joe Biden''s first year. The case is composed of excerpts from the Economic Report of the President (2017), Resolution 209 (the Green New Deal), the Economic Report of the President (2018), the Budget Message (2023), and the Economic Report of the .....more