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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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El equipo de liderazgo. Fortalezas complementarias o agendas conflictivas
Miles, Stephen A.; Watkins, Michael D.Article HBS-R0704FLeadership and People ManagementEste artículo incluye una vista previa de una página que resume rápidamente las ideas clave y proporciona una visión general de cómo los conceptos funcionan en la práctica, junto con sugerencias para la lectura adicional. los equipos de liderazgo de alto nivel cuyos miembros desempeñar papeles complementarios han sido narrado ya en cuenta la guerra de Troya de Homero: Aunque el rey Agamenón ordenó al ejército griego, Aquiles, Odiseo, y Nestor cad...Starting at €8.20
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Tres claves para tener éxito en su nuevo puesto en el extranjero
Clouse, Mark Alan; Watkins, Michael D.Article HBS-R0910NLeadership and People ManagementUna misión internacional puede ser una de las transiciones más emocionantes y desafiantes que un aspirante a líder puede llevar a cabo. Con la planificación y actitudes bien, teniendo en ese tipo de liderazgo puede estirar capacidades, sobre hipótesis, y dirigir a las personas y las ganancias en una dirección positiva. Pero una asignación de expatriados también puede ser un angustioso viaje. De hecho, si nunca han hecho un movimiento internaciona...Starting at €8.20
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The Plan to Dump the Brent Spar (A) (Spanish version)
Watkins, Michael D.; Passow, SamuelCase HBS-909S03StrategyThis case explores the conflict between Shell Oil and Greenpeace over Shell's plans to sink the aging Brent Spar oil platform in the North Atlantic. It details the tactics Greenpeace employed and examines Shell's responses.Starting at €8.20
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The International Move Challenge: A Leader's Guide to Navigating this Important Career Transition
Watkins, Michael D.Book Chapter HBS-5338BC-EAs more companies go global, more and more executives are leaving the comforts of their native customs and cultures to pursue leadership opportunities abroad. The stakes are high, as many companies face mature domestic markets and are counting on international markets to drive growth. Executives taking on international assignments face both the usual challenges of transitioning into new roles and the added pressures of settling their families int...Starting at €8.20
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The Onboarding Challenge: A Leader's Guide to Navigating this Important Career Transition
Watkins, Michael D.Book Chapter HBS-5339BC-EJoining an established business from the outside is never easy. The new leadership role is often ill-defined, the organizational architecture will most likely be unfamiliar, and the politics are even more complex than usual. To increase the odds of success in their new roles, onboarding executives need to recognize that each company has its own distinct "immune system" comprising the organization's culture and political networks. As in the human ...Starting at €8.20