Strategic Management of Services in the Arab Gulf States : Company and Industry Cases

Thisseries is devoted to the publication of monographs, lecture resp. seminar notes, and other materials arising from programs of the OSU Mathemaical Research Institute. This includes proceedings of conferences or workshops held at the Institute, and other mathematical writings. Case Information Matrix Part I: Background Chapter 1: Introduction Overview Rationale Focus Methodology Contributions Plan of the Book Chapter 2: Understanding the Business Environment Introduction Physical and Geographic Environment The Social and Cultural Setting The Economic and Business Environment Organizational and Administrative Setting Summary and Conclusion Chapter 3: Distinctive Aspects of Services in the Arab Gulf States Introduction Characteristics of Services Services in the Arab Gulf States Summary and Conclusion Part II: Industry Notes and Company Cases Chapter 4: The Airline Industry 4.1 A Note on the Arab Airline Industry Introduction Present Status of Arab Carriers: A Statistical Profile Industry Economics Industry Structure Entry and Exit Barriers Economies of Scale Suppliers Competitors and Their Strategies Buyers and Users of Airline Services Substitutes Conclusion 4.2 Saudi Arabian Airlines (Saudia) Introduction Stages of Strategic Development The Goals of Saudia Organization Financial Performance and Position Personnel Saudization of Jobs Marketing Marketing Channels Saudia Pricing and Price Wars Saudia’s Future 4.3 Kuwait Airways Corporation (KAC) Introduction Corporate Mission Stages of Strategic Development Organization Functional Area Strategies Marketing Flight Operations Money Matters at KAC KAC’s Future Direction 4.4 Gulf Air (GF) Introduction History Gulf Leadership Management and Personnel Finance Operations Marketing Pricing Passenger Services Competitor Profile Strategic Planning at Gulf Air Facing the Remaining 1980s 4.5 Alia: The Royal Jordanian Airline – The First Twenty Years Introduction Alia’s Mission Stages of Strategic Development Organization Management Style Personnel Marketing Financial Performance Facing Turbulent Times Chapter 5: Banking Industry 5.1 A Note on the Banking Industry Introduction Present Status of the Gulf Banking Industry Industry Analysis Entry and Exit Barriers Substitutes 5.2 National Commercial Bank (NCB) Introduction Objectives/Mission History Organization Services Portfolio Personnel Marketing Finance New Challenges 5.3 Saudi American Bank (SAMBA) Introduction Corporate Mission Strategy History Organizational Structure Personnel Marketing Finance New Challenges 5.4 Saudi French Bank (BFS) Introduction History Mission Management and Board of Directors Bank Organization Functional Area Strategies Marketing Financial Profile Problems and Opportunities Facing the Banking Industry Competition and Competitor Profiles Adapting Strategy and Structure to Changing Times Issues and Problems 5.5 Gulf International Bank (GIB) Introduction Corporate Mission History GIB’s Organization Services Portfolio Marketing Personnel Accounting Finance Challenges 5.6 “Bank Arabia” Computer Services Part One Questions for Part One Part Two Questions for Part Two Part Three Questions for Part Three Part Four Questions for Part Four Part Five Chapter 6: Lodging Industry 6.1 A Note on the Lodging Industry Introduction Industry Structure Entry and Exit Barriers Substitutes Cost and Revenue Structure 6.2 The Gulf Meridien (GM) Introduction The Hotel Industry in Saudi Arabia Competitive Analysis Internal Analysis Marketing Financial Matters Challenges Ahead 6.3 Al Gosaibi Hotel Introduction Overview Personnel Financial Position Marketing Home Office – Hotel Management Relation The New General Manager 6.4 Al-Hamra Hotel Introduction Hotel Organization Pricing Competition Personnel Finance Challenges Chapter 7: Health Care Industry 7.1 A Note on the Health Care Industry Introduction and Overview Competitive Structure of the Industry The Hospital Management Contract Segments The Market of Private Hospitals Trends in the Health Care Industry 7.2 Al-Mana General Hospital History The Business of Al-Mana Service/Market Development Management Philosophy Human Resources Marketing Finance Facilities and Equipment The Future 7.3 Abdulla Fouad Hospital (AFH) Introduction Development of the Hospital The Concept in Detail Facilities The Service Portfolio Patient Classification and Its Impact on Clinics and Departments Organization Structure Hospital Personnel Financial Issues Competitive Analysis The Future of Abdulla Fouad Hospital 7.4 Green Crescent Health Services Clinic (GC) Introduction Mission GC Service Portfolio Patient Mix Charges and Fees Management and Organization Personnel Marketing Current Facilities Finance Future Directions Chapter 8: Strategic Management in Different Industries 8.1 Saudi Consulting House (SCH) Introduction Objectives/Mission History SCH’s Organization Marketing Customer Mix SCH’s Competitors Manpower Training Finance Challenges 8.2 Saudi Arabian International School (SAIS) – “The Dhahran Academy” Introduction Expatriate Education in Saudi Arabia History of the Academy Dhahran Academy’s Mission Customers’ Analysis Teachers and Staff Governmental Regulation Competitive Analysis Organization Structure Outlook for the Future 8.3 “Alpha Data Soft” (ADS) History of “Alpha Data Soft” Marketing Operations Procurement Financial Profile Organization and Management The Computer Market in Saudi Arabia Competition The Future Part III: Summary and Conclusions Chapter 9: Strategic Management: Arabian Style Introduction Strategy Formulation Organizational Structure Typology of Service Organizations Practical Implications Theoretical Implications Appendix A: A Guide to the Case Method Appendix B: Questions for Discussion and Teaching Notes Appendix C: Major GCC Currencies and Their Exchange Rates as of 11/11/1987 Appendix D: List of Abbreviations About the Authors