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Monticello Motor Club: Straights and Corners
Weiss, Elliott N.; Yemen, Gerry; Burke, Adam Case OM-1511 / Published December 3, 2014 / 13 pages.
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Product Overview

This case has been taught successfully in a second-year MBA elective, "Management of Service Operations," in a module on service system design. The material works well to unfold with Frances Frei's service model framework. Ari Straus, a former customer of Monticello Motor Club (MMC), brought that customer perspective with him to take on the roles of CEO and president. MMC was a high-end service business with an exclusive clientele. As much as the asphalt track, racecars, and clubhouse facilities attracted members and guests, the staff's professionalism and personal touch kept them coming back and kept them recommending the club to their acquaintances.

Learning Objectives

? Explore operations function in a service environment ? Identify attributes of service on which organizations compete ? Analyze an employee system design

  • Overview

    This case has been taught successfully in a second-year MBA elective, "Management of Service Operations," in a module on service system design. The material works well to unfold with Frances Frei's service model framework. Ari Straus, a former customer of Monticello Motor Club (MMC), brought that customer perspective with him to take on the roles of CEO and president. MMC was a high-end service business with an exclusive clientele. As much as the asphalt track, racecars, and clubhouse facilities attracted members and guests, the staff's professionalism and personal touch kept them coming back and kept them recommending the club to their acquaintances.

  • Learning Objectives

    Learning Objectives

    ? Explore operations function in a service environment ? Identify attributes of service on which organizations compete ? Analyze an employee system design