IESE (España)
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Amazon: equilibrio entre orientación al cliente y compromiso del empleado
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165Innovation and Change, Service and Operations ManagementAmazon se define como la empresa más centrada en el cliente del mundo y explica su crecimiento en diversos sectores como una forma de ir aportando más valor a sus clientes. Si visión es "to be earth's most customer centric company; to build a place where people can come to find and discover anything they might want to buy online" ("ser la compañía más centrada en el cliente del mundo, crear un lugar al que la gente pueda acudir para encontrar y d...Starting at €8.20
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Business Process Outsourcing: Banco Urquijo Outsources its Back-Office to IBM Business Consulting Services
López, C.; Andreu i Civit, Rafael; Valor Sabatier, Josep; Sieber, SandraCase SI-143-EKnowledge and CommunicationThis case discusses Banco Urquijo's decision to carry out an externalization of its administrative processes, signing a Business Process Outsourcing (BPO) agreement for five years with IBM Global Services. The risks of the decision are analyzed, and are compared with the potential benefits resulting not just from cost savings but also from savings derived from improvements in its competitive positioning.Starting at €8.20
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Amazon: Balancing Customer Centricity with Employee Engagement
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165-EInnovation and Change, Service and Operations ManagementAmazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its customers. "Our vision is to be earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online," according to Amazon's mission statement. This case presents how Amazon has grown quickly, and how it aims to balance this rapi...Starting at €8.20
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Business Process Outsourcing: El Banco Urquijo externaliza su back-office a IBM Business Consulting Services
López, C.; Andreu i Civit, Rafael; Valor Sabatier, Josep; Sieber, SandraCase SI-143Knowledge and CommunicationEste caso plantea la situación en que Banco Urquijo decide llevar a cabo una externalización de sus procesos administrativos firmando con IBM Global Services un acuerdo de «Business Process Outsourcing» (BPO) por cinco años. Se analizan los riesgos de esta decisión y se contrastan con los potenciales beneficios resultantes no sólo en términos de ahorro de costes, sino también los derivados de mejoras en su posicionamiento competitivo.Starting at €8.20
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Amazon: Balancing Customer Centricity with Employee Engagement (Portuguese version, Portugal)
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165-PPInnovation and Change, Service and Operations ManagementAmazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its customers. "Our vision is to be earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online," according to Amazon's mission statement. This case presents how Amazon has grown quickly, and how it aims to balance this rapi...Starting at €8.20