IESE (España)
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Aena: la crisis de los controladores
Villanueva, Julian; Bel Mallén, Ignacio; Paniagua Granados, Francisco JavierCase M-1271Knowledge and CommunicationEl puente de la Constitución en España es el último gran puente antes de las vacaciones de Navidad. En el año 2010 coincidió con las fechas comprendidas entre el 3 y el 8 de diciembre y siempre será recordado en España por "la crisis de los controladores". Se trataba de un fin de semana con gran afluencia de tráfico aéreo. Todos los españoles estuvieron pendientes de los medios de comunicación: televisión, radio, diarios digitales y redes sociale...Starting at €8.20
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Aena: The Air Traffic Controller Crisis
Villanueva, Julian; Bel Mallén, Ignacio; Paniagua Granados, Francisco JavierCase M-1271-EKnowledge and CommunicationThe long weekend of the Constitution is the last of several long weekends throughout the year in Spain before the Christmas holidays. In 2010, it fell between December 3 and 8, and it will always be remembered in Spain for the "air traffic controller crisis." It was a weekend when heavy air traffic was expected. All Spaniards turned to the media - TV, radio, online newspapers and social networks - to keep abreast of minute-by-minute developments ...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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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
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Gas Natural Fenosa (B): una petición inusual
Pin Arboledas, José Ramón; Bel Mallén, Ignacio; Paniagua Granados, Francisco JavierCase DPO-323Knowledge and Communication, Leadership and People ManagementSe trata de la continuación del caso A. Gas Natural era muy tradicional en su estructura organizativa y la comunicación interna, como en muchas otras empresas, estaba ubicada en la dirección de Recursos Humanos. Sin embargo, el director de Comunicación solicita que pase a formar parte del Departamento de Comunicación.Starting at €5.74
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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
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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
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Gas Natural Fenosa (B): An Unusual Request
Pin Arboledas, José Ramón; Bel Mallén, Ignacio; Paniagua Granados, Francisco JavierCase DPO-323-EKnowledge and Communication, Leadership and People ManagementThis is the continuation of Case A. Gas Natural had a very traditional organizational structure and its internal communication was under the management of Human Resources, as is the case in many companies. However, the managing director of Communications makes a request that it be transferred to the Communications Department.Starting at €5.74
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Gas Natural Fenosa (D): The Importance of Listening
Pin Arboledas, José Ramón; Bel Mallén, Ignacio; Paniagua Granados, Francisco JavierCase DPO-325-EKnowledge and Communication, Leadership and People ManagementThis case deals with the proposal for creating systems to measure employees' perceptions concerning the development of the integration process. The proposal was developed during this process following the merger that took place in September 2009, when the internal communication strategy had just taken a big step forward. There is one question remaining: What conclusions can be drawn from the results provided by these systems?Starting at €5.74
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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