IESE (España)
-
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
-
Ana Llopis (B): una carrera hacia la cima
Jiménez, Esther; Chinchilla, NuriaCase DPO-357Corporate Governance, Entrepreneurship, StrategyAna Llopis, a lo largo de los años, va tomando decisiones en diferentes momentos de su trayectoria profesional y personal. Su buen hacer y sus buenas relaciones con los headhunters la ayudan a abrir puertas hasta llegar a la presidencia del Consejo de DIA.Starting at €5.74
-
Maria la Ingeniera (D)
Chinchilla, Nuria; Jiménez, EstherCase DPO-363Business Ethics and Corporate Social Responsibility, Knowledge and Communication, Leadership and People ManagementMaría llega a ocupar un puesto de alta responsabilidad. Las largas horas de trabajo y sus habilidades comunicativas le permiten conciliar su trayectoria profesional y personal, lo que la ha llevado, a lo largo del tiempo, a superar con éxito todo tipo de conflictos y tomar las decisiones más adecuadas.Starting at €5.74
-
Ana Llopis (C): A Race to the Top
Jiménez, Esther; Chinchilla, NuriaCase DPO-358-ECorporate Governance, Entrepreneurship, StrategyOver the years, Ana Llopis has made decisions at different points in her professional career and personal life. Her good work and her good relationships with headhunters have helped her to open doors to become chairwoman of the Board at Dia.Starting at €5.74
-
Ana Llopis (A): A Race to the Top
Jiménez, Esther; Chinchilla, NuriaCase DPO-356-ECorporate Governance, Entrepreneurship, Leadership and People ManagementOver the years, Ana Llopis has made decisions at different points in her professional career and personal life. Her good work and her good relationships with headhunters have helped her to open doors to become chairwoman of the Board at Dia.Starting at €8.20
-
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
-
María la Ingeniera (C)
Chinchilla, Nuria; Jiménez, EstherCase DPO-362Business Ethics and Corporate Social Responsibility, Knowledge and Communication, Leadership and People ManagementMaría llega a ocupar un puesto de alta responsabilidad. Las largas horas de trabajo y sus habilidades comunicativas le permiten conciliar su trayectoria profesional y personal, lo que la ha llevado, a lo largo del tiempo, a superar con éxito todo tipo de conflictos y tomar las decisiones más adecuadas.Starting at €5.74
-
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
-
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
-
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