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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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Luis Canto
Rajaraman, Aarthi; Martín Cabiedes, Luis; Prats, Mª JuliaCase E-131EntrepreneurshipHasta el accidente (un coche le había arrollado cuando iba en bicicleta) había sido durante seis años un exitoso consultor en Benson & Company. No obstante, después del accidente, y tras ser operado en dos ocasiones, Luis Canto dispuso de un montón de tiempo libre. El accidente le había obligado a revaluar lo que estaba haciendo con su vida y, casi inmediatamente, supo que no se reintegraría a su trabajo en Benson.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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Luis Canto
Rajaraman, Aarthi; Martín Cabiedes, Luis; Prats, Mª JuliaCase E-131-EEntrepreneurshipUp until the accident (in which his bicycle was hit by a car) he had been on a successful, six-year consulting run at Benson & Company. However, post-accident and two surgeries later, Luis Canto had plenty of free time on his hands. The accident had forced him to re-evaluate what he was doing with his life, and almost at once, he knew that he would not go back to the job at Benson.Starting at €8.20
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Luis Canto (Portuguese Version, Brazil)
Rajaraman, Aarthi; Martín Cabiedes, Luis; Prats, Mª JuliaCase E-131-PBEntrepreneurshipUp until the accident (in which his bicycle was hit by a car) he had been on a successful, six-year consulting run at Benson & Company. However, post-accident and two surgeries later, Luis Canto had plenty of free time on his hands. The accident had forced him to re-evaluate what he was doing with his life, and almost at once, he knew that he would not go back to the job at Benson.Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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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
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Privalia
Martín Cabiedes, Luis; Prats, Mª JuliaCase E-132EntrepreneurshipEl 31 de octubre de 2006, Lucas y José Manuel, los dos fundadores de Privalia, estaban a punto de reunirse con Luis Martín Cabiedes. Sabían que probablemente ésta sería su última oportunidad de conseguir el capital semilla que necesitaban para mantener su empresa en marcha. Ambos habían conocido a Luis en mayo de 2006, cuando presentaron la empresa en el 14º Foro de Inversores del IESE.Starting at €8.20
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Privalia
Martín Cabiedes, Luis; Prats, Mª JuliaCase E-132-EEntrepreneurshipOn October 31, 2006, Lucas and José Manuel, the two founders of Privalia, were about to meet Luis Martín Cabiedes. They knew this was probably their last chance of getting the seed capital they needed to keep the company going. They both had met Luis back in May 2006, when the company was presented at the 14th IESE Investment Forum.Starting at €8.20