OnStar: Connecting to Customers Through Telematics Case Study Memo

Case Study Recommendation Memo Assignment

At Fern Fort University, we write OnStar: Connecting to Customers Through Telematics case study recommendation memo as per the Harvard Business Review Strategy & Execution case memo framework. If you are looking for MBA, Executive MBA or Corporate / Professional level recommendation memo then feel free to connect with us.

Other topics that can be covered in the above case memo are Joint ventures, Leadership, Product development, Security & privacy . The recommendations in the case memo are - aligned with strategy of the company, based on robust data, and provide a clear roadmap for execution.

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OnStar: Connecting to Customers Through Telematics Description

Strategy & Execution Case Study | Authors :: Peter Koudal, Hau Lee, Barchi Peleg, Paresh Rajwat

OnStar, a provider of in-vehicle safety, security, and information services called "telematics," was founded in 1995 as a collaborative venture among General Motors (GM), EDS, and Hughes Electronics Corp. Safety and security services, including roadside assistance, emergency help after a crash, remote diagnostics, and stolen vehicle tracking, were the cornerstones of OnStar's offering. In addition, OnStar provided its customers with a 24-hour connection to convenience services such as navigation and route guidance, vehicle location assistance, and personal concierge services. To generate more revenues, OnStar expanded its offering to luxury vehicles of other auto manufacturers. Looking back, Chet Huber, OnStar president, was quite satisfied with the company's achievements since it was founded: OnStar's subscriber base had grown to more than 2 million and the company was routinely recognized as the leading telematics provider in the world. OnStar was also delivering benefits to its parent company, GM. By maintaining one-to-one relationships with customers, OnStar helped GM sell more cars and trucks, strengthen customer loyalty, and improve operational efficiency. Although revenues for the world market of in-car telematics terminals were expected to reach $20 billion by 2010, competition in the market was intensifying. Richard Wagoner, GM's CEO, and Huber needed to explore a number of strategic and operational questions around the future of OnStar: How would OnStar create ongoing value to GM? How should OnStar position itself to gain high acceptance and subscription renewal rates? What further strategic partnerships should OnStar form to maintain its leadership? How should GM leverage the continuous stream of vehicle and customer data it received from OnStar?

Joint ventures, Leadership, Product development, Security & privacy

Purpose of Strategy & Execution Case Study Recommendation Memo

A Case Study Memo or Case Study Recommendation Memo is a routinely used document in leading organizations, and you may be writing number of such memos to executive leadership to “sell” or elevate an initiative that either you are undertaking or you wanted to kick start. Therefore, it is essential that you have a professional case study recommendation memo.

The purpose of a recommendation memo is to concisely recommend a course of action and provide rationale supporting the recommendation. The case study recommendation memo is a one-two page document (not including exhibits) that recommends your course of action and rationale. This format promotes a concise and clear strategic thought process.

Elements of a Case Study Recommendation Memo for – MBA & Executive MBA

1. First Paragraph of OnStar: Connecting to Customers Through Telematics recommendation memo

• This paragraph expresses your intent or action that you required after reading the OnStar: Connecting to Customers Through Telematics case study (This recommends……).
• Topic overview of the case study (the “what”, not “when” or “how”): costs, funding, etc.
  
• Ends with the hook: selling idea, the “why” or payoff: this part reveals the author’s point of view. What you intend to do after reading the case and it clearly mention your decision.

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2. Background of OnStar: Connecting to Customers Through Telematics case study

This paragraph explains why we are talking about this today. It lays out the story. It provides us details from the case story such as -

• Historical perspective on the problem is provided. Details are elaborated that underline the given problem.
• Highlights - what brought us to this moment, why we are in this position, what brought about the need to make this decision.
• Dimensionalize the importance of the problem to the organization and how it is impacting the organization.
• Constraints – Provide a situational analysis based on case study analysis.
• Keep the background section both factual and concise. It is part of the memo where we provide a brief insight into the problem and define the problem.

Checklist

Is the background clear, concise, and easy to follow?
Does it explain why action is needed now?
Does the appropriate sense of urgency come across in the case study?

3. Recommendations for OnStar: Connecting to Customers Through Telematics Case Memo

Recommendations section will provide details regarding what is needed to be done, how it can be done, when to do it and who will do it. It can be elaborated with scenario planning as businesses

• The details of what, when and how. NO 'why'.
• This section should be very specific (100% clear). It must be actionable (How much will it cost, when, how, who). The reader should be able to read this and know how to carry out this recommendation.
• Some cases will require more than one recommendation. It often happens that the firm will require more than one recommendations as there are numerous unknown in the market place.

Checklist

Is the recommendation clear and actionable? Does the firm has capability to implement the recommendations or does it needs to hire fresh talent?

4. Basis for the Recommendations

• Here the reader of the case memo will learn WHY each recommendation is the UNIQUE right thing to do.
• 2-3 solid reasons are typical. The reasons should be backed by clear logic, organization’s vision and mission statements, and robust data analysis.
• Orignal recommendation can be backed by few supporting roadmap to actions. In operations cases the Critical Path Method of PERT can be used to illustrate the point.
• Support includes impact on profit, share, and anything else that can affect long-term business goals of the firm.
• Analysis should address applicable quantitative issues such as NPV, break even analysis, pro forma statement of project budget, sensitivity analysis; as well as qualitative issues, such as, technology consistency, architectural conformance, innovation potential, etc.
• Appeals to precedent and anecdotal evidence in absence of data, but only in limited, carefully constrained manner.
• Shows how the recommendation will put the firm at a competitive advantage or is simply acompetitive necessity.
• The goal is to read the basis and conclude the recommendation.

Checklist

• Is the recommendation an inescapable conclusion of the basis?
• Does the basis for recommendation appropriately consider:
  1. Core competencies and consistency with mission?
  2. External customers and internal clients?
  3. Competitors?
  4. Attractiveness – quantitative measures if applicable (e.g., NPV, ROI, break-even, payback)?
• Are all assumptions explicitly stated (e.g., needs, technology trends)?

5. Discussions

• Outline other alternatives not selected and provide brief reasoning for doing so.
• Discuss risks and key assumptions for OnStar: Connecting to Customers Through Telematics case memo (use full disclosure, reference options grid) of your recommendation.
• When you give a precise number or range, you must support the basis as well.

Checklist

• Is the analysis thorough with key alternatives fairly considered using options grid?
• Risks associated with recommendation for OnStar: Connecting to Customers Through Telematics are properly addressed given the present capabilities and future expectations?

6. Next Steps for OnStar: Connecting to Customers Through Telematics case study memo

• Clearly specify the roadmap of the execution. Provide specific date and action that are required to carry on the next steps.
• Task assignment, objectives, roles and metrics should be mentioned in advance to reduce ambiguity and replication. (what will be done, by whom, and by when)

Checklist

• Clear follow-up/next steps?
• If appropriate, lay out timeline with key milestones to implement recommendation.

7. Exhibits for OnStar: Connecting to Customers Through Telematics case memo

• An Exhibit can be a data chart, map, graph, grid, or simple data table.
• While doing the calculations please mention all the assumptions. The reader won’t able to decipher each of the assumption so make them explicit.
• Exhibits should have Title, sources, footnotes to calculation. The point of the Exhibit should be instantly clear to the reader.
• Exhibits should be cited in the proper order (i.e., do not cite Exhibit 4 first in your Memo and then Exhibit 2).
  

Checklist for OnStar: Connecting to Customers Through Telematics case study memo exhibit

• Is the analysis presented in the case memo - precise, accurate, and data-based?
• Are the exhibits clearly laid out, titled, and referenced in the case study memo?
• Is every assumption mentioned in the case memo is explicitly listed?

NOTE: Every memo may not include every element described above. The specific case will dictate what must be included. For custom case memo please email us or process the order.

You can order OnStar: Connecting to Customers Through Telematics Case Study Recommendation Memo with us at Fern Fort University .