IESE (España)
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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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Nestlé's Alliance for YOUth (B)
Reiche, Sebastian; Liao, YuanCase DPO-439-EThe case deals with Nestlé's launch of the "Nestlé needs YOUth" initiative, whose main objective was to improve the employability of young people. The A case outlines how the initiative was launched in Europe at an overarching level, while leaving each local country operation with a lot of autonomy to decide how to carry it out. As a result, different challenges and local adaptations were necessary in each country. The B case details how the in...Starting at €5.74
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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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Desarrolle su liderazgo para ganar impacto
Ibarra, Herminia; Lee, Yih-Teen; Liao, Yuan; Auricchio, Giuseppe; Káganer, EvgenyDossier DOS-26Information Technologies, Leadership and People ManagementMejorar como líder es la mejor garantía para dejar una huella realmente valiosa.Starting at €15.00
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Bagaje multicultural, una buena base para el liderazgo global
Lee, Yih-Teen; Liao, YuanArticle ART-2746Leadership and People ManagementLa investigación más reciente apunta que las personas con un bagaje multicultural son candidatos excepcionales para el liderazgo global, algo que muchas veces no aprovechan los departamentos de RR. HH. Aunque las empresas contratan a más empleados con este perfil multicultural, a menudo es un gesto para reflejar la creciente diversidad étnica de la sociedad o lo hacen porque necesitan sus habilidades lingüísticas. Según los autores, lo que realme...Starting at €8.20
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Cultural Competence: Why It Matters and How You Can Acquire It
Lee, Yih-Teen; Liao, YuanArticle ART-2746-ELeadership and People ManagementEmerging research suggests that multicultural individuals have innate abilities that make them exceptional candidates for global leadership -- yet they often pass under the radar of HR. Although companies are hiring more multicultural employees, it is frequently a token gesture to reflect society's growing ethnic diversity, or because they need their language abilities. What's really needed, say the authors, is a greater awareness and appreciatio...Starting at €8.20
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Hospital Universitari Vall d'Hebron: gestión de la COVID-19 (abreviado)
Ribera, Jaume; Markakis, Mihalis; Zhu, Weiming; Cebrián, Miguel; Esquerdo, Mariona; Arnal, LaiaCase P-1192Innovation and Change, Service and Operations ManagementEl caso describe los cambios que se produjeron en el Hospital Universitari Vall d'Hebron, el mayor hospital terciario en Barcelona, durante la pandemia de la COVID-19, cuando tuvo que transformarse en un hospital de enfermedades infeccionas dedicado al coronavirus en un tiempo récord, manteniendo el mismo personal. El director gerente del centro reflexiona sobre la preparación para la pandemia, la llegada de los primeros pacientes COVID, el escal...Starting at €8.20
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Leadership Development With Impact
Ibarra, Herminia; Lee, Yih-Teen; Liao, Yuan; Auricchio, Giuseppe; Káganer, EvgenyDossier DOS-26-EInformation Technologies, Leadership and People ManagementFeeling adrift? The illuminating ideas in this dossier will help you set a course to take your leadership higher.Starting at €15.00
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Revenue Management Forensics in Adriatic Wings
Egaña, Javier; Markakis, MihalisCase OIT-8-EService and Operations ManagementThe new Director of Pricing and Revenue Management of a company that rents sailboats in Croatia needs to evaluate the effectiveness of their proprietary algorithm for pricing and capacity allocation. The issue is that the algorithm is, practically, a "black box" to her, i.e., she can observe and analyze its outcomes, but she does not have meaningful access to its inner workings. Consequently, she asks her analysts to put together figures and stat...Starting at €8.20
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COVID-19 Management at Vall d'Hebron University Hospital (Abridged)
Ribera, Jaume; Markakis, Mihalis; Zhu, Weiming; Cebrián, Miguel; Esquerdo, Mariona; Arnal, LaiaCase P-1192-EInnovation and Change, Service and Operations ManagementThe case describes the changes that occurred at the Vall d'Hebron University Hospital, the largest tertiary hospital in Barcelona, during the beginning of the COVID-19 pandemic, when it had to be transformed into an infectious disease hospital dedicated to the coronavirus in record time and with the same staff as before. The manager of the center reflected on the preparation for the pandemic, the arrival of the first COVID patients, the scaling u...Starting at €8.20