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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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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
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In Good Company? Should Supreme Join VF Corp?
Bello, Bárbara; Ferraro, FabrizioCase SM-1737-EDecision Analysis, StrategyThe case describes the evolution of the brand Supreme, from its founding to a $2.1 billion acquisition offer in 2020 by VF Corporation, a $10 Billion holding company with a diverse portfolio of iconic lifestyle brands. Founded in 1994, Supreme positioned itself as a standout streetwear brand with an innovative business model and a highly effective strategy of creative collaborations. Now, the founder needed to decide whether to join VF's brand po...Starting at €8.20