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OYO Hotels USA: Coming to America
Weiss, Elliott N.; Maiden, Stephen E. Case OM-1641 / Published February 27, 2020 / 18 pages.
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Product Overview

This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online. The case raises a series of questions around OYO's business model, its ability to translate across global markets, and growth potential. It has been successfully taught in a second-year MBA class on the management of service operations.


Learning Objectives

- Develop an attribute map to analyze a tech upstart and explore the choices it needs to make - Explore how a tech business makes money in a service market and its applicability on a global scale - Examine how employee- and customer-management systems develop - Discuss trends in globalization

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  • Overview

    This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online. The case raises a series of questions around OYO's business model, its ability to translate across global markets, and growth potential. It has been successfully taught in a second-year MBA class on the management of service operations.

  • Learning Objectives

    Learning Objectives

    - Develop an attribute map to analyze a tech upstart and explore the choices it needs to make - Explore how a tech business makes money in a service market and its applicability on a global scale - Examine how employee- and customer-management systems develop - Discuss trends in globalization