HBSP (USA)
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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Strategies to Fight Low-Cost Rivals (Spanish version)
Kumar, NirmalyaArticle HBS-R0612FStrategySlashing prices usually lowers profits for incumbents without driving the low-cost entrants out of business. Companies take various approaches to competing against cut-price players. Some differentiate their products--a strategy that works only in certain circumstances. Others launch low-cost businesses of their own, as many airlines did in the 1990s--a so-called dual strategy that succeeds only if companies can generate synergies between the ex...Starting at €8.20
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How Emerging Giants Are Rewriting the Rules of M&A (Spanish version)
Kumar, NirmalyaArticle HBS-R0905KStrategyThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. While Western companies struggle with mergers and acquisitions, emerging giants like Indian aluminum producer Hindalco are using M&A as their main globalization strategy. That's partly because developing economies grew at near double-digit rates in the past 15 year...Starting at €8.20
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Pilgrim Bank (B): Customer Retention (Spanish Version)
Frei, Frances X.Case HBS-605S19Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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ArcelorMittal: Consolidating the Globally Fragmented Steel Industry--A Profile of One of India's Pioneering Multinationals
Kumar, Nirmalya; Mohapatra, Pradipta K.; Chandrasekhar, Suj , PhD.Book Chapter HBS-6735BC-EArcelorMittal is a Fortune 500 company with corporate headquarters in Luxembourg. It is listed on the New York Stock Exchange (NYSE) as well as several European exchanges--but not on the Mumbai stock exchange. The company established its position as the largest steel company in the world by leveraging low-cost production operations in emerging markets throughout the globe, and thrived for decades without establishing operations of any kind in Ind...Starting at €8.20
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Bharat Forge: Bringing Technology and Speed to the World Forging Market--A Profile of One of India's Pioneering Multinationals
Kumar, Nirmalya; Mohapatra, Pradipta K.; Chandrasekhar, Suj , PhD.Book Chapter HBS-6737BC-EIn the past decade, manufacturers in Eastern Europe, China, and Southeast Asia have established reputations for quality, reliability, and cost efficiency. But manufacturing-led, export-driven growth bypassed India...until now. Whereas Indian manufacturing has generally been associated with belching machines, clanking equipment, flooded mud roads, and unreliable power supplies, a few companies are emerging as contenders for domination of global ma...Starting at €8.20