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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...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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The teachings of José López
Reina Paniagua, R.Technical Note IIST-DGIN-90-E-ECorporate GovernanceJosé López, former global vice president of operations of Nestlé, later director of several companies and member of the Board of Trustees of San Telmo, always had many things to tell, leaving no one indifferent. In his years at Nestlé he always work achieving results in very changing environments, leading transformative projects at a global level in different areas: continuous improvement, sustainability, quality, ... In this note, the most relev...Starting at €8.20
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Los retos del sector del aceite de oliva
Reina Paniagua, R.; García de Castro, A.; Vilar, J.Case IIST-DGI-333EntrepreneurshipDesde finales del siglo XX el cultivo del olivo se había expandido de forma exponencial, se trataba de un sector estratégico a nivel internacional, que aportaba gran valor a nivel social, cultural, económico y medioambiental. Europa seguía siendo el líder dentro de la distribución mundial del impacto económico del sector olivícola, aportando casi el 71 por ciento del volumen de negocio mundial y más del 41 por ciento del empleo, estando España a ...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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La Fageda: Continuidad de un proyecto de éxito
Reina Paniagua, R.; Picamill Vela, A.Case IIST-DGI-380EntrepreneurshipEl Caso de La Fageda, nos sitúa antes los principales retos a los que se enfrenta una organización en su 40 aniversario, con la intención de garantizar la continuidad del proyecto más allá de la figura y el liderazgo de su fundador. Y, por tanto, nos permite debatir sobre los Factores Críticos que afectan a la Continuidad y Sostenibilidad de un Proyecto. Nos permite reflexionar sobre el Negocio. Sobre la cuestión de la dimensión y del crecimiento...Starting at €8.20
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La carrera profesional de un directivo en Nestlé: Laurent Freixe. Nota del Profesor
Reina Paniagua, R.; García de Castro, A.Teaching Note IIST-DGITN-371Leadership and People ManagementLaurent Freixe comenzó trabajando en Nestlé hacía más de 40 años. Durante toda su Carrera había ido asumiendo nuevos retos a todos los niveles, desde el punto de vista de sus encargos como a nivel geográfico. Había ido adquiriendo mayores responsabilidades, llegando a ocupar un puesto en el Comité Ejecutivo de la compañía, liderando el negocio de todo un continente. Hasta el momento había conseguido alcanzar los objetivos y obtener buenos resulta...Starting at €0.00