HBSP (USA)
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Are Our Customer Liaisons Helping or Hurting (HBR Case Study)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801X-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. For teaching purposes, this is the case-only version of the HBR case study. The commentary-only versi...Starting at €8.20
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Are Our Customer Liaisons Helping or Hurting (Commentary for HBR Case Study)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801Z-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. For teaching purposes, this is the commentary-only version of the HBR case study. The case-only versi...Starting at €8.20
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Swire Beverages: Implementing CSR in China
Marquis, Christopher; Donovan, G.A.; Chu, Yi KwanCase HBS-410021-EService and Operations ManagementSwire Beverage, the largest Coca-Cola bottler in China, recently created a corporate social responsibility (CSR) organization to oversee environmental, community, health and safety initiatives at the companies' nine bottling plants in China. The case considers organizational design decisions in setting up the committee to oversee the diverse CSR initiatives that occurred in the dispersed plant locations, and the ongoing work to better connect CSR...Starting at €8.20
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Are Our Customer Liaisons Helping or Hurting? (HBR Case Study and Commentary)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801N-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is...Starting at €8.20