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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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The Ex-CEO Contemplates a Coup (Commentary for HBR Case Study)
Kirby, William C.Article HBS-R1306Z-ELeadership and People ManagementA family business in Indonesia is hit hard by the economic downturn, and some family members want the former CEO--the founder's son--to retain the reins. Others argue that this would be a mistake. This fictional case study is written by William C. Kirby, featuring expert commentary by Les Trachtman and Lilli Friedland. For teaching purposes, this is the commentary-only version of the HBR case study. The case-only version is reprint R1306X. The c...Starting at €8.20
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Teach For China and the Chinese Nonprofit Sector, Teaching Note
Kirby, William C.; Zendell, Erica MTeaching Note HBS-314129-EEconomicsTeaching Note for 314052.Starting at €0.00
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Jiamei Dental: Private Health Care in China, Teaching Note
Kirby, William C.; Zendell, Erica MTeaching Note HBS-314136-ETeaching Note for 910404.Starting at €0.00
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Taiwan Semiconductor Manufacturing Company Limited: A Global Company's China Strategy, Teaching Note
Kirby, William C.; Zendell, Erica MTeaching Note HBS-314138-ETeaching Note for 308057.Starting at €0.00
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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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HNA Group: Global Excellence with Chinese Characteristics, Teaching Note
Kirby, William C.; Eby, Joycelyn W.Teaching Note HBS-316157-EThis teaching note is designed to support the teaching of HBS case number 316013, "HNA Group: Global Excellence with Chinese Characteristics."Starting at €0.00
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Uber in China: Driving in the Gray Zone, Teaching Note
Kirby, William C.; Eby, Joycelyn W.Teaching Note HBS-316158-ETeaching note for case 316135.Starting at €0.00