IESE (España)
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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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Communicating corporate citizenship: MRW and corporate social responsibility (A)
Levy, Jan; Sánchez, Pablo; Rodríguez Badal, Miguel ÁngelCase DG-1375-EStrategyThis case describes the corporate social responsibility (CSR) policy of MRW, Spain's second largest express courier company, and explains how it affects the company's communication policy and business strategy. The case first briefly outlines the history of the company and fills in some background to help understand its current expansion policy. It then gives information about certain management issues that have been considered vital to the organ...Starting at €8.20
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The Change Management Team at Dragoons Duncan Simpson and his Globally Distributed Team
Levy, Jan; Miller, PaddyCase FH-715-ELeadership and People ManagementThe case documents the Change Management Team (CMT) at the drinks company Dragoons and focuses on the team's leader, Duncan Simpson. It describes how the team was established in January 1998 to deal with change in the company and attempts to emphasise the "special nature" of the team, and how Newsome's own unique management style shaped that special nature.Starting at €8.20
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Change management team at Dragoons Duncan Simpson and his globally distributed team - Teaching Note, The
Levy, Jan; Miller, PaddyTeaching Note FHT-38-ELeadership and People ManagementThe case documents the Change Management Team (CMT) at the drinks company Diageo and focuses on the team's leader, Duncan Newsome. It describes how the team was established in January 1998 to deal with change in the company and attempts to emphasise the "special nature" of the team, and how Newsome's own unique management style shaped that special nature.Starting at €0.00
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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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El equipo de gestión del cambio de Dragoons Duncan Simpson y su equipo distribuido mundialmente
Levy, Jan; Miller, PaddyCase FH-715Leadership and People ManagementEl caso documenta el equipo de gestión del cambio de la empresa de bebidas Dragoons y se centra en el líder del equipo, Duncan Simpson. Describe cómo se creó el equipo en enero de 1998 para hacer frente al cambio en la compañía, e intenta hacer hincapié en la "especial índole" del equipo y en cómo el singular estilo de gestión de Newsome conformó esa índole especial.Starting at €8.20
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Readers Press - Roger Marshall's First 1000 Days
Levy, Jan; Miller, PaddyCase DPO-18-ELeadership and People ManagementThe case describes the changes that Roger Marshall initiated at Readers Press Services Division between 2000 and 2003. Some of his key initiatives were to recruit a new management team, thin out the organisation substantially, administer a very deep objective-setting process and establish improved lines of communication both within the Services Division (SD) and between SD and the rest of Readers Press. This case reviews his tenure in the job of ...Starting at €8.20
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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: 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