HBSP (USA)
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Pandemic Preparedness: Who's Your Weak Link (Spanish version)
Abercrombie, GeorgeArticle HBS-F0712BService and Operations ManagementA company's ability to function during a flu pandemic is only as good as the weakest link in its supply chain. Hoffman-La Roche, the maker of a frontline antiviral drug, works closely with its suppliers to ensure that their preparedness plans are as robust as its own.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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Pandemic Preparedness: Who's Your Weak Link
Abercrombie, GeorgeArticle HBS-F0712B-EService and Operations ManagementA company's ability to function during a flu pandemic is only as good as the weakest link in its supply chain. Hoffman-La Roche, the maker of a frontline antiviral drug, works closely with its suppliers to ensure that their preparedness plans are as robust as its own.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