商品敘述：

In December 2014, Brad Hirsch stood on the gaming floor at Harrah''s Metropolis Casino and Hotel in Metropolis, Illinois, where he had recently been assigned the position of General Manager and Senior Vice President. The property was part of Caesars Entertainment, the world''s most geographically diversified provider of casino entertainment. Evidence from customer surveys and data on loyalty-card usage patterns, as well as competitive pressures across the casino industry, indicated a general need for process improvement at the Metropolis facility. Hirsch had successfully led employee-centered efforts to apply LEAN operating principles to improve customer service in three of his company''s casinos in Tunica, Mississippi. He believed what he learned from those experiences would be applicable in the Metropolis location, but wondered if he should consider a modified approach that could potentially produce results more quickly with the help of a team of internal experts.

涵蓋領域：

Project management;Supply chain management

相關資料：

Case Teaching Note, (TB0390), 10p, by Nancy L. Hyer, Karen A. Brown

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