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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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The Legacy
Lobanova A.; Baucells Alibés, ManelCase AD-302-ELeadership and People ManagementThe case illustrates, in the context of dividing a estate, the trade-off between efficiency (sum of benefits) and equality (distribution of benefits).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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Dealing with Conflicting Objectives: Multicriteria Analysis and Heuristics
Baucells Alibés, Manel; Lobanova A.Technical Note ADN-271-EDecision Analysis, Economics, Knowledge and CommunicationThe note is divided in two parts. The first part of this note explains how to apply a standard methodology to make explicit trade-offs between conflicting objectives. The second part, explores decision rules or heuristics that people often use to avoid making trade-offs, and discusses the reliability of such rules.Starting at €8.20
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Retribución: Soluciones al rompecabezas
Bourne, Mike; Contreras, Ignacio; Edmans, Alex; Franco-Santos, Mónica; Gómez López-Egea, Sandalio; Marcos, Javier; Tosi, Henry L.Dossier DOS-7Finance, Leadership and People Management, StrategyEncajar todas las piezas del sistema de remuneraciones es posible. La solución pasa, en parte, por aprender de la crisis.Starting at €15.00
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The Trust Game
Lobanova A.; Baucells Alibés, ManelCase AD-303-ECorporate Governance, Decision Analysis, EconomicsThe case has a long introduction highlighting the importance of trust for economic growth and the efficiency of companies. It then presents, using a pirate story, the trust game studied by experimental economists.Starting at €8.20
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Group Decision Making and Prediction Markets
Lobanova A.; Baucells Alibés, ManelTechnical Note ADN-266-EInformation Technologies, Knowledge and CommunicationThis technical note explains how Internet based prediction markets work in many circumstances to produce reliable forecasts. It also discusses how to improve accuracy in prediction tasks performed by groups or committees.Starting at €8.20
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Toma de decisiones en grupo y mercados de predicción
Lobanova A.; Baucells Alibés, ManelTechnical Note ADN-266Information Technologies, Knowledge and CommunicationEsta nota técnica explica cómo funcionan los mercados de predicción basados en Internet en diversas situaciones para realizar previsiones fiables. Asimismo, trata sobre cómo mejorar la precisión en las tareas de predicción realizadas por grupos o comités.Starting at €8.20
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Compensation: Solving the Pay Puzzle
Bourne, Mike; Contreras, Ignacio; Edmans, Alex; Franco-Santos, Mónica; Gómez López-Egea, Sandalio; Marcos, Javier; Tosi, Henry L.Dossier DOS-7-EFinance, Leadership and People Management, StrategyWith the litany of corporate failures still fresh in everyone's memory, we consider the theme of executive pay, which many blame for contributing to the crisis, and propose possible solutions to the compensation conundrum.Starting at €15.00
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Don't Manage Waits, Manage Experiences
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451-EMarketing, Service and Operations ManagementManagers worry that their customers will perceive waiting as an annoyance, but simply reducing the wait time may not be the answer. Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer. Using research that blends behavioral psychology and traditional marketing principles with operations, the authors propose a new framework to help businesses make better decisions about wait management. They off...Starting at €8.20