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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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Raymond Jetson's MetroMorphosis ... Baton Rouge, Teaching Note
Kanter, Rosabeth Moss; Hamilton, Tessa Natanay; Malone, Ai-Ling JamilaTeaching Note HBS-316033-ETeaching note for case 315057. Building on his successes as a politician and preacher in Baton Rouge, Louisiana, Rev. Raymond Jetson sought to empower Baton Rouge citizens to innovate solutions for their community challenges. After stepping down as the head of the Louisiana Family Recovery Corps, Jetson became interested in the Advanced Leadership Initiative (ALI) at Harvard University. When his ALI cohort expressed interest in visiting his home...Starting at €0.00
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Joe Mandato, Pete McNerney and Empathetics
Kanter, Rosabeth Moss; Malone, Ai-Ling Jamila; Hoffstein, BrianCase HBS-ALI022-EEntrepreneurshipTwo experienced healthcare leaders that participated in the Advanced Leadership Initiative at Harvard University worked together to improve the nation's healthcare system through the early stage company Empathetics (an organization that teaches empathy to healthcare professionals and staff to improve the patient experience). With their guidance the company seems to make progress on staffing and funding, but despite Mandato's and McNerney's experi...Starting at €8.20
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IBM and the Reinvention of High School (A): Proving the P-TECH Concept, Teaching Note
Kanter, Rosabeth Moss; Malone, Ai-Ling JamilaTeaching Note HBS-314062-ETeaching Note for 314049.Starting at €0.00
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Pay-As-You-Go Insurance (Spanish version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-607S01Used as part of the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Consumer auto insurance is a price-sensitive industry in which customers rarely pay a premium to a provider even for additional service features. Progressive spends more on additional service features than its competitors do; consumers don't pay extra for these features, yet the company makes money on a...Starting at €8.20
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Gateway: Moving Beyond the Box (Spanish Version)
Frei, Frances X.; Moon, Youngme; Rodriguez-Farrar, HannaCase HBS-607S19Service and Operations ManagementSe usa como parte del primer módulo de un curso de Operaciones de Servicio de gestión, que las direcciones de la gestión de la función operativa de los clientes (606 a 032). Gateway ha abierto tiendas al por menor para diferenciarse de sus competidores (por ejemplo, Dell). Describe cómo la empresa ha creado una excelente experiencia de servicio, pero ha tenido problemas financieros como resultado.Starting at €8.20
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Transformation at the IRS (Spanish version)
Edmondson, Amy C.; Frei, Frances X.; Hajim, CoreyCase HBS-613S04Used as the capstone case for a course on Managing Service Operations (606-092). Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regardi...Starting at €8.20