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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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The Rocky Mountain Institute: Making Ideas Real
Massa, Lorenzo; Rosenberg, MikeCase SM-1582-EDecision Analysis, Innovation and Change, StrategyRocky Mountain Institute is a U.S.-based organization that conducts research and demonstration projects in the area of sustainability in general and energy in particular. The case study charts its development over the last 20 years and explores whether or not it should expand beyond the United States.Starting at €8.20
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The Rocky Mountain Institute: Reinventing the Think and Do Tank of the Future
Massa, Lorenzo; Rosenberg, MikeCase SM-1604-EInnovation and Change, StrategyIn 2007, Michael Potts was appointed CEO of the Rocky Mountain Institute (RMI). RMI is an independent, non-profit "think and do tank" with the mission of promoting the efficient and restorative use of resources. While the Institute is well-known for its outstanding research and innovative ideas, Michael Potts soon realized it needed a management culture and a new strategic focus. The case illustrates RMI's restructuring process and the challenges...Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20