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Allianz Turkey: Focus on the Customer (A)
Sasser, W. Earl, Jr.; Yucaoglu, GamzeCase HBS-316093-EService and Operations ManagementAt the age of 39, Solmaz Alt n took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost control. Consequently, customer satisfaction was suffering. Despite the growing Turkish economy and a favorable regulatory environment, Solmaz was struggling to grow the company without ...Starting at €8.20
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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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Developing a New Compensation Plan (Spanish version)
Sasser, W. Earl, Jr.; Shelton, RachelCase HBS-412S26A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store managers to planning the menu. Management is concerned that employee turnover is high, customer satisfaction is decreasing, and revenue growth is flat. The newly hired human resources lea...Starting at €8.20
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Expansion Strategy (Spanish version)
Sasser, W. Earl, Jr.; Kazan, BrentCase HBS-412S09Service Management, Operations Management, Aggregate Planning, Capacity Planning, Pricing Strategy, Production Controls, Seasonal Demand and Resort ManagementStarting at €8.20
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Gentle Electric Co. (Spanish Version)
Sasser, W. Earl, Jr.Case HBS-602S17Service and Operations ManagementDiseñado para ilustrar diversos niveles de complejidad en la determinación de tamaños óptimos de orden para una sola política inventario de artículos. Se les pide a los estudiantes para evaluar el impacto de los cambios operativos recientes sobre la política de ordenamiento de la firma. La intención de seguir los estudiantes de la exposición inicial a cantidades económicas, este caso se ensancha de los estudiantes alcance de los modelos TradeOff....Starting at €8.20
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Thomas Green: Power, Office Politics and a Career in Crisis
Sasser, W. Earl, Jr.; Beckham, HeatherCase HBS-2095-ELeadership and People ManagementTeach this case online with new suggestions added to the Teaching Note. When students have the English-language PDF of this Brief Case in a coursepack, they will also have the option to purchase an audio version. The case describes the dilemma of a markStarting at €8.20
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Playa Dorada Tennis Club: Expansion Strategy
Sasser, W. Earl, Jr.; Kazan, BrentCase HBS-4221-EService and Operations ManagementWhen students have the English-language PDF of this Brief Case in a coursepack, they will also have the option to purchase an audio version. Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space is limited. The director of tennis oper...Starting at €8.20