HBSP (USA)
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Delwarca Software Remote Support Unit (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Case HBS-915S08Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical...Starting at €8.20
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ClearEyes Cataracts Clinic (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Case HBS-916S10Service and Operations Managementkeeping her physical facility as it is and extending office hours, or renting additional space within her current building. The first appears to be less disruptive to operations but risks alienating her workforce. The second is more disruptive to current operations during construction and will require more capital investment. This case is designed to be taught in a single class session with students who have practiced process analysis.Starting at €8.20
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George Martin at The Boston Consulting Group (C)
Perlow, Leslie A.; Herman, KerryCase HBS-410118-ELeadership and People ManagementGeorge Martin, managing partner at The Boston Consulting Group, is worried as some of his best performers have recently pulled him aside to discuss the challenges they face managing the demands of their work lives with their desire for more predictable time with their families. BCG had instituted multiple initiatives to help its consulting staff better achieve work-life balance, yet some of Martin's top consultants still struggled. The case consi...Starting at €5.74
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George Martin at The Boston Consulting Group (A) (Spanish Version)
Perlow, Leslie A.; Herman, KerryCase HBS-420S07Leadership and People ManagementGeorge Martin, socio gerente de The Boston Consulting Group, está preocupado de que algunos de sus mejores intérpretes recientemente le han tirado a un lado para hablar de los desafíos que enfrentan la gestión de las demandas de su vida laboral con su deseo de tiempo más predecible con sus familias. BCG había instituido varias iniciativas para ayudar a su personal consultar a lograr el equilibrio entre trabajo y vida mejor, sin embargo, algunos d...Starting at €8.20
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George Martin at The Boston Consulting Group (A)
Perlow, Leslie A.; Herman, KerryCase HBS-410112-ELeadership and People ManagementGeorge Martin, managing partner at The Boston Consulting Group, is worried as some of his best performers have recently pulled him aside to discuss the challenges they face managing the demands of their work lives with their desire for more predictable time with their families. BCG had instituted multiple initiatives to help its consulting staff better achieve work-life balance, yet some of Martin's top consultants still struggled. The case consi...Starting at €8.20
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George Martin at The Boston Consulting Group (B)
Perlow, Leslie A.; Herman, KerryCase HBS-410117-ELeadership and People ManagementGeorge Martin, managing partner at The Boston Consulting Group, is worried as some of his best performers have recently pulled him aside to discuss the challenges they face managing the demands of their work lives with their desire for more predictable time with their families. BCG had instituted multiple initiatives to help its consulting staff better achieve work-life balance, yet some of Martin's top consultants still struggled. The case consi...Starting at €5.74
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La Noticia se Hizo Pública: KANA y la Reducción de Plantilla que Se Les Fue de las Manos (A)
Perlow, Leslie A.; Ager, David L.Case HBS-408S21Leadership and People ManagementVicki Amon-Higa, vicepresidente de Kana, un cotizan en bolsa, la compañía de desarrollo de tamaño mediano, estaba trabajando con Bryan Caldera, director financiero de Kana, para planificar un despido en el que KANA reduciría el tamaño de su fuerza laboral en casi un 40%. A pesar de las mejores intenciones, las noticias del despido filtró antes del anuncio planificada. La situación se deterioró rápidamente como una serie de gestores furiosos llama...Starting at €8.20
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Comfort Class Transport: Does Customer Service Need an Overhaul
Roberts, Michael J.; Morrison, Paul E.Case HBS-4374-EService and Operations ManagementThe general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someo...Starting at €8.20
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Delwarca Software Remote Support Unit
Shapiro, Roy D.; Morrison, Paul E.Case HBS-913541-EService and Operations ManagementDelwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical...Starting at €8.20