HBSP (USA)
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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Note on Managing the Growing Venture (Spanish version)
Hamermesh, Richard G.; Heskett, James L.; Roberts, Michael J.Case HBS-808S03EntrepreneurshipFocuses on the strategic and organizational challenges that confront growing enterprises and the entrepreneurs who lead them. Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's leadership, strategy, and execution need to evolve to deal with rapid growth. A rewritten version of an earlier note.Starting at €8.20
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In a Different World (Spanish version)
Heskett, James L.; Sasser, W. Earl, Jr.Case HBS-911S02This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates and slots to initiate service to New York's LaGuardia airport, which does not fit the airline's profile for cost, ease of service, and other factors. The bigger issue is how the org...Starting at €8.20
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Shouldice Hospital Limited B (Spanish Version)
Heskett, James L.; Hallowell, RogerCase HBS-916S01Business Ethics and Corporate Social ResponsibilitySuplemento para el caso 805002Starting at €8.20
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Fairfield Inn (A) (Spanish version)
Heskett, James L.; Ray, KennethCase HBS-616S02Service and Operations ManagementEl Fairfield Inn, un hotel económico de riesgo por el Marriott Corp., ha desarrollado un nuevo método para seleccionar y medir el rendimiento de su personal de hotel que se ajuste a la estrategia de la empresa. Debido a que se enfrenta a la necesidad de crecer rápidamente, han surgido dudas en cuanto a la posibilidad de ofrecer franquicias y en qué forma, teniendo en cuenta la necesidad de proteger su concepto único.Starting at €8.20
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Cinemex (Spanish version)
Heskett, James L.Case HBS-803S04Service and Operations ManagementLos fundadores de Cinemex, la mayor empresa capitalizada puesta en marcha de la historia mexicana, están debatiendo varias cuestiones relativas a las operaciones de su nueva cadena de salas de cine en la Ciudad de México. La primera se refiere a si algunos asientos deben dejarse sin vender para mejorar el servicio al cliente. La segunda implica límites a la publicidad que se muestran en cada presentación. Otros incluyen una posible inversión en u...Starting at €8.20
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El rol de Miles Everson en PricewaterhouseCoopers
Eccles, Robert G.; Lane, DavidCase HBS-410S23Leadership and People ManagementMiles Everson, socio de PricewaterhouseCoopers (PwC), es el socio del encargo Mundial (GEP) para una gran institución financiera EE.UU. y punto de asumir este papel de una institución financiera global mucho mayor. El papel GEP es crítica en PwC. GEPs tienen la responsabilidad de los clientes más grandes e importantes de la empresa. Deben gestionar una vasta red externa de los empleados y clientes de forma igualmente masiva a la red interna de lo...Starting at €8.20
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Benetton (A) (Spanish version)
Heskett, James L.; Signorelli, SergioCase HBS-602S19Service and Operations ManagementThe world's largest manufacturer of woolen outerwear garments seeks to extend its retailing network to the United States from its base in Europe. A number of issues concerning marketing, manufacturing, and logistics strategy are raised by the proposed move along with specific questions about how the move should be managed. The case describes a well-thought-out, functionally integrated strategy for Europe in a way that allows assessment of its app...Starting at €8.20
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Persuasion, Argument, and the Case Method
Ellet, WilliamBook Chapter HBS-2447BC-EThis chapter provides an overview of how case-based instruction is used in business and professional school settings, and introduces a new approach to case study that will help students gain a quick and constructive understanding of cases and more effectively employ business concepts that are already part of their working knowledge.Starting at €8.20
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What Is a Case
Ellet, WilliamBook Chapter HBS-2448BC-EThis chapter describes what a case is and provides some guidelines for reading a case actively and constructing your own meaning.Starting at €8.20