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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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The Jaguar Project (Spanish version)
Gino, Francesca; Pisano, Gary P.Case HBS-610S17Service and Operations ManagementTeradyne, a leading manufacturer of semiconductor test equipment, embarked on a multiyear effort to improve its product development capabilities and to implement more formalized project management approaches. Examines the development of a new-generation tester that involved significant hardware and software design. For this, the company decided to implement new approaches to project management and project teams. Invites discussion of the effectiv...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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American Connector Co. (A) (Spanish version)
Pisano, Gary P.; Rossi, SharonCase HBS-604S12Service and Operations ManagementAmerican Connector Co. is forced to reexamine operations at its Sunnyvale plant when a Japanese competitor announces plans to build an "ultimate" plant in the United States. Case examines issues related to benchmarking a competitor's manufacturing capabilities and productivity. Allows students to compare two companies' manufacturing strategies and their implications for productivity and flexibility.Starting at €8.20
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Infusion's Greenfield Subsidiary in Poland
Christopher Williams; Wendelien van Eerde; Danielle TheCase IVEY-9B12M076-EEntrepreneurship, StrategyThe president of Infusion Development Corporation was reviewing the progress of the new subsidiary the company had set up 15 months earlier in Krakow, Poland. The purpose of the subsidiary was to work with other Infusion offices around the world to provide innovative software development services to global clients. The investment, a big success, had grown in size from eight to forty staff in one year, and there were plans to double that by the en...Starting at €8.20
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St Helena: Landing a Future for a South Atlantic Island
Kirsty Joshua; Christopher WilliamsCase IVEY-9B18M034-EEntrepreneurship, StrategyIn October 2017, the first ever commercial flight landed on St Helena, one of the world's remotest islands. There had been delays building,certifying, and opening the airport due to unforeseen wind conditions. Now that weekly commercial flights had finally begun, how should the island's Economic Development Board approach the next phase of the long-term strategy to boost St Helena's economy through tourism?Starting at €8.20
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Shelby Division 2012
Christopher Williams; Ken MarkCase IVEY-9B14M126-EEntrepreneurship, StrategyThe vice-president and general manager for Michigan Plastic Inc.’s Shelby Division (Shelby) is faced with various options. Shelby specializes in thermoforming plastic gasoline tanks for global automotive companies such as General Motors, Ford and Toyota. The vice-president is looking at ways to restart growth at Shelby, a division that has been the subject of a turnaround effort from 2007 to 2010. In fact, the vice-president has committed to his ...Starting at €8.20
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Montana Plastics Inc.: The Shelby Division in 2014
Christopher Williams; Ken MarkCase IVEY-9B15M037-EStrategyIn May 2014, the newly installed director of global operations for Montana Plastic's Shelby Division, a producer of plastic gasoline tanks for global automotive brands such as General Motors, Ford and Toyota, is trying to turn the division around as it is suffering waste rates of 30 per cent. At the same time, topline growth is slowing dramatically, profitability is dropping, competition from Asia-based companies is heating up and employee turnov...Starting at €8.20
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Xerox Innovation Group - From Products to Services
Christopher Williams; Ramasastry ChandrasekharCase IVEY-9B14M034-EStrategyThe world's leading documents company is in a transformation mode. From being a provider of cutting-edge technology products for decades, it is moving towards providing product-service combinations. As a person driving this enterprise-wide change, the head of Xerox Innovation Group (XIG) is facing two specific issues. How should XIG become more customer-centric? How should the company build new competencies to provide consistent services across d...Starting at €8.20
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Olympus and the Whistleblower President
Seijiro Takeshita; Christopher WilliamsCase IVEY-9B12M012-EStrategyThe newly appointed president and chief operating officer of Olympus Corporation of Japan was called to an emergency board meeting. The purpose of the meeting was to discuss governance issues regarding corporate mergers and acquisitions. However, it would be no ordinary meeting. Since assuming the role of president in April 2011, the president had discovered evidence of corporate fraud on a large scale. He had commissioned an external auditor rep...Starting at €8.20