However there is no implied direct match readings may

However, there is no implied direct match; readings may contain concepts that are not in the case
and vice versa. As well, for the reading assignments, notice the use of the terms study, read, and
skim (where "study" means to gain enough understanding that you are ready to explain the
material, "read" means to become familiar with the material as you would a news article, and
"skim" means to be aware of the material).
Capacity Analysis: Sample Problems (Case Package)
Instructions:
1. Study the example problems in the case. Ensure that you understand how the various
calculations are made and why they make sense.
2. Be prepared to explain the concepts to the class or apply the concepts to similar material in
class.
Deutsche Allgemeinversicherung (Case Package)
Additional Reading: Study text, chapter on quality
Questions for Consideration:
1. Why is DAV using Statistical Process Control (SPC)? What are the primary challenges in
applying SPC to a service industry compared with manufacturing?
2. If you were to explain (in about thirty minutes) the concept of a p-chart to, say, a group of bank
tellers who have little background in SPC, how would you do it?
3. How large should each sample be for the experiment described by Schoss and Kluck?
4. The first twelve weeks of the data in Exhibit 4 represent the diagnostic period for the Policy
Extension Group. What are the 3-sigma control limits for the process? In which of the
subsequent weeks is the process out of control (if any)?
5. As Annette Kluck, what are your specific implementation plans? How do you intend to begin
improving the performance of the operation?

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Questions for Consideration:
1. What was ITC's motivation for creating the e-Choupal?
2. What were the old and new physical flows and information flows in the channel?
3. What principles did ITC employ as it built the newly-fashioned supply chain?
4. What barriers did ITC face in embarking on this project?
5. As Mr. Sivakumar, how do you plan to proceed to develop this platform for the future?
IDEO Product Development (case package)
Additional Reading: read Thomke, Enlightened Experimentation: The New Imperative for In-
novation (case package). If you have time, you
might check the IDEO website [].
Questions for Consideration:
1. How would you characterize IDEO's process, organization, culture, and management?