HBSP (USA)
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Delwarca Software Remote Support Unit (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Case HBS-915S08Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical...Starting at €8.20
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ClearEyes Cataracts Clinic (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Case HBS-916S10Service and Operations Managementkeeping her physical facility as it is and extending office hours, or renting additional space within her current building. The first appears to be less disruptive to operations but risks alienating her workforce. The second is more disruptive to current operations during construction and will require more capital investment. This case is designed to be taught in a single class session with students who have practiced process analysis.Starting at €8.20
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Delwarca Software Remote Support Unit, Teaching Note
Shapiro, Roy D.; Morrison, Paul E.Teaching Note HBS-913542-EService and Operations ManagementTeaching Note for Product #913541Starting at €0.00
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ClearEyes Cataracts Clinic, Teaching Note
Shapiro, Roy D.; Morrison, Paul E.Teaching Note HBS-916504-EService and Operations ManagementTeaching note for case 916503.Starting at €0.00
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Ball: EVA Driving the World's Leading Can Manufacturer (A)
Heese, Jonas; Pinckney, SusanCase HBS-124002-EAccounting and ControlBall used Economic Value Added analysis to determine if it should open a new metal can manufacturing facility, which mandated closing two recently acquired factories, or recapitalize and update the two legacy factories.Starting at €8.20
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Ball: EVA Driving the World's Leading Can Manufacturer (B)
Heese, Jonas; Pinckney, SusanCase HBS-124003-EAccounting and ControlBall used Economic Value Added analysis to determine if it should open a new metal can manufacturing facility, which mandated closing two recently acquired factories, or recapitalize and update the two legacy factories.Starting at €5.74
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Patagonia: "Earth Is Now Our Only Shareholder"
Trelstad, Brian; Hsieh, Nien-he; Norris, Michael; Pinckney, SusanCase HBS-323057-EBusiness Ethics and Corporate Social ResponsibilityPatagonia's change of ownership from a privately held company to a perpetual purpose trust and 501(c)(4) nonprofit in order to use the company's profit to fight the environmental crisis and be a model for future businesses.Starting at €8.20
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Ball: EVA Driving the World's Leading Can Manufacturer (C)
Heese, Jonas; Pinckney, SusanCase HBS-124004-EAccounting and ControlBall used Economic Value Added analysis to determine if it should open a new metal can manufacturing facility, which mandated closing two recently acquired factories, or recapitalize and update the two legacy factories.Starting at €5.74
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Comfort Class Transport: Does Customer Service Need an Overhaul, Teaching Note
Roberts, Michael J.; Morrison, Paul E.Teaching Note HBS-4377-EService and Operations ManagementTeaching Note for Product #4377.Starting at €0.00
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Comfort Class Transport: Does Customer Service Need an Overhaul
Roberts, Michael J.; Morrison, Paul E.Case HBS-4374-EService and Operations ManagementThe general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someo...Starting at €8.20