A User-Centred Approach to Public Services (A)

This case describes a user-centered approach to public services and is the result of a pioneering collaboration between the Hong Kong Post and the Hong Kong Design Center. Since operating as a trading fund in 1995, Hong Kong Post has managed to reinvent itself as a dynamic, customer-oriented and market-oriented service company. Thanks to its …

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IDFC India: Infrastructure Investment Intermediaries

The Indian financial intermediary, comparing international capital with local infrastructure, decides how to reconcile the range of services, risk-adjusted returns, pressure on margins, and nation building. IDFC has been licensed with partial ownership by the Government of India to help evaluate policies and provide a model of how private finance can be attracted to public …

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Coca-Cola India: More than Just Sugar and Fizz

When the CEO of The CocaCola Company made his first visit to India in August 2017, it was clear that he wanted to achieve many ambitious goals with the company’s Indian subsidiary, CocaCola India Private Limited. These included reducing the sugar content in the company’s products, introducing more juice and water-based beverages, and making small …

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Cyberdyne: A Leap to the Future

Cyberdyne Inc. was a Japanese technology company that wanted to commercialize a Hybrid Auxiliary Link (HAL). HAL was a robotic exoskeletal system designed for people who had difficulty walking due to nervous system disabilities from stroke, spinal cord injury (SCI), and persistent neuromuscular disease. In a person with neuromuscular disorders, the signals transmitted by the …

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Starling Trust Sciences: Measuring Trust in Organizations

Stephen Scott had to decide whether to keep his behavioral analytics startup in the people analytics space or move his company into the regtech sector. Starling had developed technology that allowed its customers to anticipate and influence the behavior of their employees by examining company data on employees, including email traffic. Starling was struggling to …

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Cathay Pacific: Navigating Digital Disruption

In 2017, Cathay Pacific Airways Limited (Cathay Pacific) launched its largest transformation program in 20 years in response to business difficulties the airline had experienced since 2016. The program used digital enablement and knowledge guidance to realign focus newly defined business of the company and create pillars for further development. Information technology (IT) not only …

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Wilderness Safaris: Impact Investing and Ecotourism Conservation in Africa

In 2018, majority ownership of Wilderness Safaris, Africa’s leading high-end ecotourism company with safari operations in eight countries, The Rise Fund, one of the world’s largest private impact investment funds, and FS Investors, a private holding company. This is a follow-up to Wilderness Safaris: Ecotourism Entrepreneurship (HBS # 9318040), which focuses on the origins, growth …

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