This case was written by Martijn Thierry, independent strategy consultant for profit and non-profit organisations, and Luk Van Wassenhove, the Henry Ford Chaired Professor of Manufacturing and Professor of Operations Management at INSEAD. It is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation.
The authors gratefully acknowledge the support of Mirte Gosker, Research Associate at INSEAD Social Innovation Centre.
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