Cases and Videotapes © International Institute for Management Development (IMD)

All available from ECCH at Cranfield and ECCH at Babson--please cite order number.  Translations of some  of these cases are available in several languages--please inquire of ECCH for availability

392-001-1 Federal Express: Quality Improvement Program (twice)

593-011-1 BT: Telephone Account Management

• 593-011-3 Videotape BT: Telephone Account Management: interview with Michael Tarte-Booth & Anna Thomson

592-015-1 BayBank Systems, Inc.

393-134-1 Crosse & Whitewall

593-052-1 Davis, Miller, & Campbell (A)

• 593-053-1 Davis, Miller, & Campbell (B) (sequel)

593-054-1 Peters & Champlain (A)

• 593-055-1 Peters & Champlain (B) (sequel)
• 593-056-1 Peters & Champlain (C) (sequel)

592-014-1 Singapore Airlines: Using Technology for Service Excellence (twice)

593-007-1 Lausanne Tourist Office and Convention Bureau (A)

• 593-008-1 Lausanne Tourist Office and Convention Bureau (B) (sequel)

593-015-1 Air BP: Aviation Service Centres

• 593-050-1 Air BP: Fixed Base Operations (A) (1st half of Air BP: Aviation ServiceCentres)
• 593-051-1 Air BP: Fixed Base Operations (B) (sequel: 2nd half of Air BP: Aviation Service Centres
• 593-015-3 Videotape Air BP: Interview with Graham Evans

592-031-1 Kirin Brewery Ltd: The Dry Beer War

593-062-1 Federal Express: Business Logistics Services

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Last Updated 00-08-30

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