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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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Cómo piensan los líderes exitosos
Martin, RogerArticle HBS-R0706CLeadership 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. En busca de lecciones para aplicar en nuestras propias carreras, a menudo tratamos de emular lo que hacen los líderes eficaces. Roger Martin dice que este enfoque está fuera de lugar, ya que el trabajo se mueve en un contexto pu...Starting at €8.20
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The Execution Trap (Spanish version)
Martin, RogerArticle HBS-R1007DLeadership and People Managementhow to organize for innovation, motivate workers at all levels, sponsor creativity, and wield power effectively.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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Design Thinking: How Thinking Like a Designer Can Create Sustainable Advantage
Martin, RogerBook Chapter HBS-5497BC-EDesigners tend to actively look for new data points, challenge prevailing wisdom, and wonder about possible new worlds. However, to many middle managers, asking them to think like a designer is tantamount to asking them to be less productive and more subversive and flaky. For many leaders, the risk of breaking with time-tested data and experience in favor of innovation is too great. But for design-thinking expert Roger Martin, the real danger to ...Starting at €8.20
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Directing for All the Wrong Reasons (Spanish version)
Martin, RogerArticle HBS-F0606ALeadership and People ManagementBoard directors suffer from conflicts of interest just as managers do and, so, can't be trusted to act in shareholders' interests. The solution is to make directorship a high-profile public service.Starting at €8.20