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
-
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
-
Becker Textilwerk GmbH
Soler Vila, Eduardo; Peñalva Acedo, FernandoCase C-810-EAccounting and ControlThis case focuses on a German company, Becker Textilwerk, which produces high-performance fabrics. The company registered total sales of 1.2 billion euros in 2016. Becker is working at full capacity and is faced with making a decision regarding a client's request for a substantial increase in the discount being applied to its orders. If the company denies the request, the client will no longer buy from Becker and will move on to the competition. ...Starting at €8.20
-
Becker Textilwerk GmbH
Soler Vila, Eduardo; Peñalva Acedo, Fernando (Portuguese Version, Brazil)Case C-810-PBAccounting and ControlThis case focuses on a German company, Becker Textilwerk, which produces high-performance fabrics. The company registered total sales of 1.2 billion euros in 2016. Becker is working at full capacity and is faced with making a decision regarding a client's request for a substantial increase in the discount being applied to its orders. If the company denies the request, the client will no longer buy from Becker and will move on to the competition. ...Starting at €8.20