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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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Change Through Persuasion (Spanish version)
Garvin, David A.; Roberto, Michael A.Article HBS-R0502FLeadership and People ManagementThis 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. Faced with the need for a massive change, most managers respond predictably. They revamp the organization's strategy, shift around staff, and root out inefficiencies. They then wait patiently for performance to improve--only to be bitterly disappointed because they...Starting at €8.20
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From Concept to Production (A) (Spanish version)
Garvin, David A.; Field, Lee C.; Simpson, JanetCase HBS-606S20Service and Operations ManagementDescribes the evolution of the Boeing 767 from the conception of the project to the start of manufacturing. Shows how the company manages an enormously complex and risky project and introduces students to a variety of estimating and management tools. The decision issue involves the shift from three-person to two-person cockpits and whether rework should be done in-line (without removing planes from the flow of production) or off-line (after initi...Starting at €8.20
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General Electric--Thermocouple Manufacturing (A) (Spanish Version)
Garvin, David A.; Detreville, SuzanneCase HBS-607S08Service and Operations ManagementGE está considerando la introducción de un sistema de producción "just-in-time" para reducir el inventario en su área de fabricación termopar. Los estudiantes de casos se presenta con una descripción del actual sistema de gestión de inventario, el proceso de producción, y las perspectivas de diferentes personas en la planta. La cuestión es cómo GE debe proceder con la introducción de este sistema.Starting at €8.20
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PPG: Developing a Self-Directed Work Force (A) (Spanish Version)
Garvin, David A.; Klein, NormanCase HBS-609S15Service and Operations ManagementPPG ha construido una planta de vidrio del estado de la técnica en Berea, Kentucky. La planta está persiguiendo el objetivo de una "fuerza de trabajo autodirigido." El caso describe el progreso hasta la fecha y los problemas no resueltos de gestión. Estos incluyen preguntas sobre rotación de turnos, las oportunidades de promoción, evaluación y supervisión de los empleados, el papel de los empleados en el establecimiento de la política, y si es o ...Starting at €8.20
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Developing Software through Crowdsourcing (Spanish version)
Lakhani, Karim R.; Garvin, David A.; Lonstein, EricCase HBS-610S21StrategyTopCoder's crowdsourcing-based business model, in which software is developed through online tournaments, is presented. The case highlights how TopCoder has created a unique two-sided innovation platform consisting of a global community of over 225,000 developers who compete to write software modules for its over 40 clients. Provides details of a unique innovation platform where complex software is developed through ongoing online competitions. B...Starting at €8.20
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Intrapreneurship within FLG, Inc. (Spanish version)
Garvin, David A.; Gordon, RachelCase HBS-918S11EntrepreneurshipThis case follows Jenica Fletcher as she rebuilds her company's guitar strings division from the ground up. Convinced that she could turn the division around if given complete independence from corporate headquarters, Fletcher relocated the group, rebranded it as Malenti Strings, repositioned the guitar strings as high-performance products, and transformed Malenti into a fast-growing, profitable business. The case traces Fletcher's key steps in...Starting at €8.20