IESE (España)
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InterMarket Technology, Inc.
Boyle, P.; Rosenberg, MikeCase ASN-32-EInnovation and ChangeA make-or-buy decision.Starting at €8.20
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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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Angel Toy
Huang J.; Rosenberg, MikeCase ASN-35-EFinance, Knowledge and CommunicationBefore leaving for Spain, Joe was working for his family' business, Angel Toy Corporation. Angel Toy had acquired two cartoon licenses which Joe was in charge of. Everything had gone smoothly, but inventory had not arrived yet and he wanted to make sure that things were running smoothly. A weekly industry email was sent out every Wednesday to update on what was happening in the toy biz. He had just read an AP about a particular toy company. Appla...Starting at €8.20
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SAFE and Travis: Leading in Uncertain Times
Mitchell, Jordan; Cardona Soriano, Pablo; Rosenberg, MikeCase DG-1522-ELeadership and People Management, Service and Operations ManagementForty-five miles apart from each other in Northern California, two not-for-profit credit unions SAFE and Travis had successfully transitioned from military segment-based to community charter credit unions. Both had grown to over $1 billion in assets via a combination of organic growth, mergers, and acquisitions. Above all, both had injected an unwavering commitment to member service. As of 2007, SAFE and Travis faced several questions: What would...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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Angel Toy
Huang J.; Rosenberg, MikeCase ASN-35Finance, Knowledge and CommunicationAntes de viajar a España, Joe trabajaba en el negocio de su familia, Angel Toy Corporation. La empresa había adquirido la licencia de dos cómics y de los que Joe era el responsable. Todo había ido muy bien, pero las existencias todavía no habían llegado y Joe quería asegurarse de que todo estaba en orden. Todos los miércoles se enviaba un correo electrónico para actualizar la información sobre el negocio de los muñecos, y Joe acababa de leer un P...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