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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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Coopers & Lybrand in Hungary (B) (Spanish version)
Loveman, Gary W.; Hallowell, RogerCase HBS-620S03Service and Operations ManagementCoopers & Lybrand open an office in Hungary.Starting at €5.74
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Sensing (and Monetizing) Happiness at Hitachi (Spanish version)
Bernstein, Ethan S.; Marton, StephanieCase HBS-418S11Leadership and People ManagementInspired by research linking happiness and productivity, Hitachi had invested in developing new "people analytics" technologies to help companies increase employee happiness. Hitachi had begun manufacturing high-tech badges that quantify a wearer's activity patterns. Data from these devices revealed an unusually high correlation between certain patterns of activity and a person's subjective sense of happiness at work. Unlike mood rings or even f...Starting at €8.20
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Winning (and Losing) the Olympics: Boston 2024 (A)
Fubini, David G.; Bernstein, Ethan S.; Saadine, Mark; McAra, Sarah; Barnett, JamesCase HBS-418024-ELeadership and People ManagementTwo leadership groups from Boston 2024 negotiate with government bodies, community leaders, and olympic officials in an effort to bring the 2024 Olympics to Boston.Starting at €8.20
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Coaching Makena Lane
Bernstein, Ethan S.; Lala, OmCase HBS-418031-ELeadership and People ManagementMakena Lane has a gift for producing results, even in the challenging retail context of the 2010s, but also has a knack for "ruffling some feathers" in the process. Recruited to a Fortune 500 grocery and pharmacy retailer after climbing to Associate Principal in McKinsey & Company's retail practice, she successfully grew their high-margin yet highly competitive beauty category beyond anyone's expectations. Yet then she was passed over promotion, ...Starting at €8.20
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A Note on Compensation
Bernstein, Ethan S.; Norris, MichaelCase HBS-419020-ELeadership and People ManagementThis note describes the major considerations and frameworks of compensation. Its audience is general managers interested in learning about their own or their employees' compensation.Starting at €8.20
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Trouble at Tessei, Teaching Note
Bernstein, Ethan S.; Buell, Ryan W.Teaching Note HBS-616031-EService and Operations ManagementIn 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen (""bullet"") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the demands on Tessei continued to grow. Given previous leaders' failed attempts to fix Tessei's problems with increased managerial monitoring and controls, Yabe seeks a creative approach...Starting at €0.00
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Jieliang Phone Home! (A)
Shih, Willy; Bernstein, Ethan S.; Bilimoria, NinaCase HBS-609080-EKnowledge and CommunicationAt Precision Electro-Tek's mobile phone manufacturing facility in southern China, thousands of operators-bright and capable young men and (mostly) women like Jieliang Hao-are motivated to improve line productivity through small innovations for faster assembly and have discovered many ways to increase their performance. Meanwhile a globally networked team of manufacturing experts led by Marty Cole, the case protagonist, is trying to spread best pr...Starting at €8.20
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Jieliang Phone Home! (B)
Shih, Willy; Bernstein, Ethan S.; Bilimoria, NinaCase HBS-609081-EKnowledge and CommunicationAt Precision Electro-Tek's mobile phone manufacturing facility in southern China, thousands of operators-bright and capable young men and (mostly) women like Jieliang Hao-are motivated to improve line productivity through small innovations for faster assembly and have discovered many ways to increase their performance. Meanwhile a globally-networked team of manufacturing experts led by Marty Cole, the case protagonist, is trying to spread best pr...Starting at €5.74
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RBC: Transforming Transformation (B)
Bernstein, Ethan S.; Gino, Francesca; Sesia, AldoCase HBS-920045-ELeadership and People ManagementIn 2017, the Royal Bank of Canada (RBC), a Canadian financial icon, mandated a swat team of "enablers of collaboration" (their job description) to support the personal and commercial bank in the enterprise-wide RBC Cultural Transformation initiative. HisStarting at €5.74