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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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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The Fall of Circuit City Stores, Inc.
Wells, John R.; Danskin, GalenCase HBS-713402-EStrategyOn January 16, 2009, after a dismal holiday season, Circuit City was forced into liquidation. Unable to meet creditors' demands, and with no acquirer in sight, Circuit City began the process of liquidating its remaining 567 U.S. stores. Circuit City had been the leader in consumer electronics retailing for nearly twenty years when its profits peaked in 2000. What led to its dramatic decline? Why did three CEOs fail to turn it around? Were these p...Starting at €8.20
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Gap, Inc., 2000
Wells, John R.; Danskin, GalenCase HBS-713508-EStrategy"From humble beginnings as a Levi jeans store, by 2000 Gap, Inc. had grown to become the world's leading specialist clothing retailer. Its CEO, Millard S. Drexler, the ""merchant prince,"" was credited with transforming Gap into a global empire, leading the company through eighteen years of 21% p.a. growth to reach sales of $13.6 billion in 2000. Gap had expanded to 2,848 stores under its three brands: Gap, Banana Republic, and Old Navy, and cont...Starting at €8.20
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Hennes & Mauritz, 2012
Wells, John R.; Danskin, GalenCase HBS-713512-EStrategy"In 2012, Hennes & Maurtiz (H&M) was the second-largest specialty apparel retailer in the world. Sales for fiscal 2012 were $18.1 billion and operating profits were $3.3 billion. H&M operated 2,776 stores, 93% of them outside its home base of Sweden. Over the past decade, H&M had passed Gap in sales, but the company had failed to keep up with Inditex's growth and its Spanish rival had larger sales and greater profitability than H&M. H&M had also ...Starting at €8.20
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Benetton Group S.p.A., 2012
Wells, John R.; Danskin, GalenCase HBS-713513-EStrategy"On May 31, 2012, after 36 years on the Milan Stock Exchange, Benetton was officially delisted and taken private by Edizione, the Benetton family's holding company. Since 2000, Benetton shareholders had seen its market value fall from $4.3 billion to $720 million at the end of 2011. At $2.6 billion, Benetton's sales in 2011 were virtually the same as they were in 2000, but Inditex from Spain, Hennes & Mauritz (H&M) from Sweden and Fast Retailing ...Starting at €8.20
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Babcock International Plc.
Wells, John R.; Danskin, GalenCase HBS-714496-EStrategyIn 2013, Babcock International Plc (Babcock) was the largest engineering services provider in the UK with sales of over 3 billion. Under the leadership of CEO Peter Rogers, Babcock had grown revenues and profits nearly tenfold over the previous decade as it benefited from increased public sector outsourcing. In 2012, for the UK's Ministry of Defense (MOD), Babcock trained over 50,000 troops, maintained the nuclear submarine fleet, provided engi...Starting at €8.20
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Progressive, 2007-2013
Wells, John R.; Danskin, GalenCase HBS-715427-EStrategyIn 2013, Progressive was the fourth largest player in the auto insurance market, having lost the third position to GEICO in 2008. As the industry shifted from agency to online sales, GEICO's direct selling model positioned it strongly for growth. Progressive's direct sales mix had increased from 36% of total sales in 2006 to 42% in 2012, well ahead of the industry average of around 25%. As a result, both Progressive and GEICO continued to gain gr...Starting at €8.20
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SmileDirectClub: Better is Better
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320016-EStrategyStarting at €8.20
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Taco Bell, Inc. (1983-1994) (Spanish Version)
Applegate, Lynda M.; Schlesinger, Leonard A.; Delong, DavidCase HBS-303S37Knowledge and CommunicationDetalla las acciones de John Martin, recién nombrado director general, ya que lleva Taco Bell a través de una década de cambios incrementales y radicales. Al final del caso, las ventas totales del sistema dentro de Taco Bell, una cadena de restaurantes de comida rápida estilo mexicano y una división de PepsiCo, han crecido de $ 700 millones en 1983 a $ 3.9 mil millones en 1994, y la compañía está gestionando más de 10.000 EAT en restaurantes y un...Starting at €8.20