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  • November 2016
  • Supplement
  • HBS Case Collection

Irregular Operations

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel
  • Format:Video
  • | Language:English
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Abstract

This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport.

Keywords

Service; Service Delivery; Service Excellence; Service Operations; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

Citation

Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "Irregular Operations." Harvard Business School Multimedia/Video Supplement 617-705, November 2016.
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About The Authors

Ryan W. Buell

Technology and Operations Management
→More Publications

Willy C. Shih

Technology and Operations Management
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Michael W. Toffel

Technology and Operations Management
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More from the Authors
  • Manage the Suppliers That Could Harm Your Brand: Know When to Avoid, Engage, or Drop Them By: Jodi L Short and Michael W. Toffel
  • Assessing Prediction Accuracy of Machine Learning Models By: Michael Toffel and Natalie Epstein
  • T-tests: Theory and Practice By: Michael Parzen, Natalie Epstein, Chiara Farronato and Michael Toffel
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