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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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Taco Bell, Inc. (1983-1994) (Spanish Version)
Applegate, Lynda M.; Schlesinger, Leonard A.; Delong, DavidCase HBS-303S37Knowledge and CommunicationDetalla las acciones de John Martin, recién nombrado director general, ya que lleva Taco Bell a través de una década de cambios incrementales y radicales. Al final del caso, las ventas totales del sistema dentro de Taco Bell, una cadena de restaurantes de comida rápida estilo mexicano y una división de PepsiCo, han crecido de $ 700 millones en 1983 a $ 3.9 mil millones en 1994, y la compañía está gestionando más de 10.000 EAT en restaurantes y un...Starting at €8.20
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Austal, Ltd. A
Shih, Willy; Pierson, Margaret; Lau, DawnCase HBS-613025-EStrategyTo maximize their effectiveness, color cases should be printed in color. Austal, Ltd. was an Australian builder of high-speed passenger ferries. It had translated that expertise into a foothold in the defense market on the US Navy Littoral Combat Ship (LCS) program with an Alabama assembly facility. In January 2009 it had just completed the construction of its first LCS, but the global economic crisis put the company in a difficult position. Its ...Starting at €8.20
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Austal, Ltd. B
Shih, Willy; Pierson, Margaret; Lau, DawnCase HBS-613026-EStrategySupplement for case 613025Starting at €8.20
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HealthCare.gov: The Crash and the Fix (B)
Schlesinger, Leonard A.; Bhayani, Paras D.Case HBS-315130-ELeadership and People ManagementA review of the process utilized by the Obama administration to create the Health Care.gov exchange and the problems that resulted from the implementation effort. This case provides the follow on strategy and processes utilized to get the site up and running after the initial failures of implementation.Starting at €5.74
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China Vanke: Battle for Control (A)
Paine, Lynn Sharp; Wang, Charles C.Y.; Lau, Dawn; Woo, Anthony K.Case HBS-318117-EKnowledge and CommunicationStarting at €8.20
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China Vanke: Battle for Control (D)
Paine, Lynn Sharp; Wang, Charles C.Y.; Lau, Dawn; Woo, Anthony K.Case HBS-318120-EIn the battle for control over China Vanke, the Chinese securities regulator steps in to censure Vanke and Baoneng for acting against the interests of the market and minority shareholders. The Chinese insurance regulator also finds Baoneng to be in violation of insurance regulations, and subjects its insurance arm to severe restrictions on further sales of its products. A rival private property developer, China Evergrande, also joins the fray, bu...Starting at €5.74
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Doing Business in Kigali, Rwanda
Zelleke, Andy; Schlesinger, Leonard A.; Armerding, Pippa Tubman; Lawal, WaleCase HBS-323089-EKnowledge and CommunicationThis case examines the challenges and opportunities of doing business in Rwanda. It highlights Rwanda's economic transformation in the decades leading up to 2023 in the context of its history, culture, and politics. The case gives an overview of some of the main obstacles faced by businesses operating in the country, high transportation costs, some of the most expensive electricity tariffs in sub-Saharan Africa and high levels of government burea...Starting at €8.20
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Blue Sky: Investing in Water
Reinhardt, Forest L.; Lau, DawnCase HBS-717017-EEconomicsStarting at €8.20