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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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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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Anita Norris Model Management
John S. Haywood-Farmer; Prashob Menon; Paul LeeCase IVEY-9B10D013-EService and Operations Management, StrategyIn March 2010, the owner of Anita Norris Model Management (ANMM) was trying to discern a strategic direction to best serve the growth of her company. Its quick growth in the past two years was due to the owners' efforts to pursue any revenue stream opportunity that presented itself. The owner was concerned that this pace was unsustainable in the long run and would in fact stretch the business too thinly. Currently, the business's revenue stemmed ...Starting at €8.20
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Lauren McDonald at Ernst & Young
John S. Haywood-Farmer; Jenna Weaver; Anne CybulskiCase IVEY-9B07D020-EService and Operations ManagementLauren McDonald, a recently promoted manager at the public accounting firm Ernst & Young in London, Ontario, has an appointment with one of her senior staff accountants. McDonald had met with the staff accountant two months earlier as part of the staff accountant's mid-year performance review. The meeting had also included an informal discussion as to whether the staff accountant was on track for a promotion to manager, which would be decided lat...Starting at €8.20
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Banking or Consulting: That is the Question
John S. Haywood-Farmer; Brad Baker; Rob LevyCase IVEY-9B08D002-EService and Operations ManagementEmily Holland-Power was eager to start looking for permanent employment. Holland-Power was entering the final year of the two-year honours bachelor of arts program in business administration at the Richard Ivey School of Business at The University of Western Ontario in London, Ontario. From her summer work at Lalani, O'Hagan & John, an accounting firm in London, she had concluded that accounting was not for her. However, she had also decided that...Starting at €8.20
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henderson bas
John S. Haywood-Farmer; Nicole Shomair; Ari ShomairCase IVEY-9B08D008-EService and Operations ManagementThe director of client services at henderson bas, an interactive advertising company, was trying to decide how to set a price for the newly proposed campaign for Halpernia Industries, one of her clients. Though the strategic direction of the campaign had been agreed upon, Halpernia had rejected the two creative proposals already presented to it. The director was unsure how to set a price for the campaign. She needed to balance the need for the co...Starting at €8.20