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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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ROADLAW Case (B): Manuel Binio, Partner
Stein Martínez, Guido; Mehta, Kandarpkumar Harsiddhbhai; Barrachina, AlbertoCase NEG-19-ELeadership and People Management, StrategyThree partners (two professional and one strictly financial) decide to establish a boutique law firm called ROADLAW that will focus on a particular sector, with two business areas: the pharmaceutical industry and restructuring. At first, everything seems to bode well for the future of the project. A draft partnership agreement is prepared but never formally concluded. When problems arise between the two professional partners, the situation become...Starting at €5.74
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ROADLAW Case (A): Santiago Jover, Partner
Stein Martínez, Guido; Mehta, Kandarpkumar Harsiddhbhai; Barrachina, AlbertoCase NEG-18-ELeadership and People Management, StrategyThree partners (two professional and one strictly financial) decide to establish a boutique law firm called ROADLAW that will focus on a particular sector, with two business areas: the pharmaceutical industry and restructuring. At first, everything seems to bode well for the future of the project. A draft partnership agreement is prepared but never formally concluded. When problems arise between the two professional partners, the situation become...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