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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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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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The First 100 Days (Spanish version)
Loveman, Gary W.; Schlesinger, Leonard A.; Anthony, Robert T.Case HBS-605S07The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of Euro Disney in France, however, there has become reason to doubt the international appeal of the formula. The case documents issues involved with Euro Disney. Examines the transfera...Starting at €8.20
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2012 Obama Campaign: Learning in the Field
Schlesinger, Leonard A.; Gray, JasonCase HBS-315127-ELeadership and People ManagementThe development and utilization of an intentional Field learning strategy developed for the Obama for President campaign in 2012 following an after action Review calling for it after the 2008 electionsStarting at €8.20
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Pho Hoa Dorchester
Schlesinger, Leonard A.; Raiche, Michael; Zhu, RogerCase HBS-317121-EPho Hoa is a traditional, family-owned Vietnamese restaurant in Dorchester, Massachusetts that opened in 1992. As he approached retirement in recent years, the founder-owner has scaled down his involvement in the day-to-day operations, leading to a number of operational and financial issues, including variable food quality and deficient wait staff service. The restaurant is about to transition from 1st to 2nd generation ownership, Tam Le, the son...Starting at €8.20
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Goldman Sachs: The 10,000 Small Businesses Program
Schlesinger, Leonard A.; Sesia, AldoCase HBS-319005-EStrategyThe case takes students through the creation and evolution of Goldman Sachs 10,000 Small Businesses Program - a public and private partnership to provide education, a network of support and capital to small businesses across the U.S.Starting at €8.20
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LOLA: Do You Know What's in Your Tampon
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320015-EEntrepreneurshipLOLA is a direct-to-consumer (DTC) business launched in 2015. What started as a company to provide women with organic and transparent material-labeled tampons via a subscription model, had, by 2019 evolved to include additional menstrual and sexual wellness products. LOLA's leadership wanted women to come to the company for all of their reproductive health needs (including information and a place to engage in conversation) from menstruation throu...Starting at €8.20
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Boll & Branch
Schlesinger, Leonard A.; Martin, MelCase HBS-320052-EEntrepreneurshipBoll & Branch is a direct-to-consumer (DTC) business launched in 2015. It was the first Fair-Trade Certified manufacturer of linens. The case provides background on the company, its start, business model, and evolution through 2019.Starting at €8.20