HBSP (USA)
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Whole Foods: The Path to 1,000 Stores
Drake, David; Buell, Ryan W.; Barton, Melissa; Jones, Taylor; Keverian, Katrina; Stock, JeffreyCase HBS-615019-EService and Operations ManagementThe case examines the operations strategy of Whole Foods, one of the largest natural grocery chains in the United States. In late 2013, Whole Foods was expanding rapidly, with a publicly-stated goal of growing from 351 to 1,000 domestic stores by 2022. It was also engaged in a strategic initiative to combat "food deserts" - areas with limited access to affordable and nutritious food. In pursuit of these initiatives, the company's rapid entry into...Starting at €8.20
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What Service Customers Really Want
Dougherty, Dave; Murthy, AjayArticle HBS-F0909C-EService and Operations ManagementMost customer service centers use time on hold and minutes per call as measures of how effective they are. Research shows that they should look instead at the percentage of customers' problems resolved with just one call.Starting at €8.20
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Whole Foods: The Path to 1,000 Stores (Spanish Version)
Drake, David; Buell, Ryan W.; Barton, Melissa; Jones, Taylor; Keverian, Katrina; Stock, JeffreyCase HBS-618S01Service and Operations ManagementEl caso analiza la estrategia de operaciones de Whole Foods, una de las mayores cadenas de supermercados natural en los Estados Unidos. A finales de 2013, Whole Foods fue expandiendo rápidamente, con un gol en bolsa declarado de crecimiento de 351 a 1.000 tiendas nacionales para el año 2022. También se dedica a una iniciativa estratégica para el combate "desiertos de alimentos" - áreas con acceso limitado a servicios asequibles y nutritivos comid...Starting at €8.20
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What Service Customers Really Want (Spanish version)
Dougherty, Dave; Murthy, AjayArticle HBS-F0909CService and Operations ManagementMost customer service centers use time on hold and minutes per call as measures of how effective they are. Research shows that they should look instead at the percentage of customers' problems resolved with just one call.Starting at €8.20