IESE (España)
-
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
-
Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Portugal)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PPMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20
-
Plan Estratégico de Turismo de Barcelona 2015: Reeditar el efecto de las olimpiadas de Barcelona 92
Campoy, David; García Pont, Carlos; Rocha e Oliveira, PauloCase M-1293Marketing, Service and Operations Management, StrategyEl tema central de este documento es la definición de los elementos clave que deben formar parte del Plan Estratégico de Turismo de Barcelona 2015. En él se repasa la historia de la estrategia turística de Barcelona, centrándose en los Juegos Olímpicos de 1992 y sus repercusiones en el sector turístico. Con ello se pone de relieve el estrecho vínculo entre el negocio del deporte y la táctica de posicionamiento estratégico de la ciudad y se subray...Starting at €8.20
-
Choque cultural y conflicto laboral: Sài nóng Restaurant (B)
Susaeta Erburu, Lourdes; Galan, Veronica; Pin Arboledas, José RamónCase DPO-204Business Ethics and Corporate Social Responsibility, Leadership and People ManagementEl caso B relata como la empresa decidió despedir a los 14 cocineros chinos líderes de esta huelga. Otros 10 decidieron dejar la empresa en solidaridad a los mismos y los sindicatos apoyaron al colectivo chino manifestando la improcedencia de estos despidos.Starting at €5.74
-
Google AdWords: Developing and Growing the Spanish Market
Puig, Albert; Rocha e Oliveira, Paulo; García Pont, CarlosCase M-1239-EInformation Technologies, Knowledge and Communication, MarketingGoogle is the largest advertising space seller in the world. Its flagship product is the "sponsored links" ads on its search result page, regardless of how hard it is to take full advantage of them. These links are sold primarily through the Google Adwords site, with the support of a sales team.The challenge facing this business organization is complicated as it figures out how to boost sales of a seemingly simple product with such a diverse clie...Starting at €8.20
-
A Cross Cultural Crash and Labour Conflict: Sài nóng Restaurant (A)
Susaeta Erburu, Lourdes; Galan, Veronica; Pin Arboledas, José RamónCase DPO-203-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementThis case refers the store of a Chinese restaurant chain purchased by an American Food Industry Holding. Regardless of his successful career in the company, Juan Antonio can't reach and understanding with the Chinese workers. Besides, they enjoy special perks inside the company because they are the cooks and the success of the business depends mostly of them. Rank wise they are directly under a specific director for the Chinese workers and the G...Starting at €8.20
-
A Cross Cultural Crash and Labour Conflict: Sài nóng Restaurant (B)
Susaeta Erburu, Lourdes; Galan, Veronica; Pin Arboledas, José RamónCase DPO-204-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementCase B tells us how the company decided to fired the 14 Chinese cooks leading the strike. Another 10 decided to leave the company in solidarity and the unions supported the Chinese arguing the dismissals were unsuitable.Starting at €5.74
-
Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Brazil)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PBMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20
-
Choque cultural y conflicto laboral: Sài nóng Restaurant (A)
Susaeta Erburu, Lourdes; Galan, Veronica; Pin Arboledas, José RamónCase DPO-203Business Ethics and Corporate Social Responsibility, Leadership and People ManagementLa historia que relata el caso trata de una cadena de restaurantes chinos comprada por un Holding de restauración americana. En el caso A se presenta la trayectoria profesional de un camarero que llega a gerente de restaurante. A pesar de su trayectoria positiva en la empresa, Juan Antonio no logra entenderse con el colectivo de trabajadores chinos. Además estos gozan de un estatus especial dentro de la empresa, ya que son los cocineros y el éxi...Starting at €8.20
-
Macsa: la venta de proyectos
García Pont, Carlos; Rocha e Oliveira, PauloCase M-1287MarketingLa fuerza de ventas de MACSA ha sido exitosa en la venta de impresoras, lásers y máquinas de etiquetado durante décadas. La reciente incorporación de proyectos en la oferta de la empresa requiere una nueva estrategia de ventas. Este caso trata los desafíos a que se enfrentan los directivos de la empresa en la elaboración e implementación de esta nueva estrategia.Starting at €8.20