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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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AT&T Wireless: Text Messaging
Vaughan S. Radcliffe; Mitchell Stein; Michael LickverCase IVEY-9B11B005-EAccounting and Control, Marketing, StrategyThis case examines AT&T’s wireless business with a focus on its text messaging services. The industry features a high proportion of fixed costs in relation to acquiring spectrum and building a network. Variable costs are relatively low, especially in the case of SMS text messages. Pricing and margins in text messaging have attracted regulatory scrutiny in the Unites States, Canada, and elsewhere. The case requires the use of key concepts in cost ...Starting at €8.20
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BNL Stores
Vaughan S. Radcliffe; Paul CruzCase IVEY-9B12B027-EAccounting and ControlThe case requires students to conduct a financial analysis of BNL Stores, a retail business. Case materials include a multi-year balance sheet, an income statement and statement of cash flows data. Students will prepare and interpret selected ratios, and prepare a basic statement of cash flows.The case entails use of financial statement analysis, balance sheets and income statements to provide a complete picture of an organization's financial hea...Starting at €8.20
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Groupon and the SEC
Vaughan S. Radcliffe; Mitchell Stein; Alexis GottschalkCase IVEY-9B12B002-EAccounting and Control, Finance, StrategyThis case provides an opportunity to review Groupon Inc’s S1 filing made prior to an initial public offering. Groupon’s financial statements attracted a great deal of controversy due to revenue recognition policies that produced substantially higher revenues for the corporation, as well as non-GAAP earnings measures, especially ACSOI — an invention of the firm that served to exclude certain marketing expenses from the calculation of profit. Since...Starting at €8.20
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IFRS: Canada's Decision
Vaughan S. Radcliffe; Mitchell SteinCase IVEY-9B11B017-EAccounting and Control, Finance, StrategyThe case comprises an interview with Paul Cherry, who as chair of the Accounting Standards Board of Canada (the Canadian accounting standard setter) led a process that brought Canada to adopt international financial reporting standards (IFRS). The case provides a rich and in-depth examination of the real-world considerations that led Canada to adopt IFRS. It offers analysis of the competing alternatives such as the U.S. GAAP (generally accepted a...Starting 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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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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Mystery Books Co.: Measuring Performance through Accounting Policy Choices
Vaughan S. Radcliffe; Mitchell Stein; Elaine WangExercise IVEY-W27858-EAccounting and Control, FinanceIn January 2021, the co-founder of Mystery Books Co. (Mystery Books) was evaluating the company’s 2020 performance under the leadership of his daughter as the new chief executive officer. His daughter had ambitions of securing Walmart Inc. as a key client, so the co-founder had promised her an additional performance bonus of 5 per cent of his 30 per cent ownership of common stock if she grew the company’s net income by 20 per cent over the previo...Starting at €8.20