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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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Karim Fayad (C)
González-Peralta, Oscar; Pin Arboledas, José RamónCase BE-199Business Ethics and Corporate Social Responsibility, Leadership and People ManagementAlberto Cobo lleva un año trabajando en el Departamento Comercial de Ferxam, una empresa de productos químicos. En este tiempo, el comportamiento de su jefe, Félix Ortega, Director Comercial, ha sufrido cambios que preocupan a Alberto, en especial desde la aparición de un nuevo cliente, Karim Fayad. Alberto se pregunta si debería hacer algo ante la nueva actitud de su jefe.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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Karim Fayad (A)
González-Peralta, Oscar; Pin Arboledas, José RamónCase BE-197-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementAlberto Cobo had been working in the Sales Department at Ferxam, a chemical products company, for one year. During that time, the behavior of his boss, Sales Manager Félix Ortega, had undergone changes that had Alberto worried, especially since the arrival of a new client, Karim Fayad. Alberto wondered whether he should do something about his boss's new attitude.Starting at €8.20
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Responsible leaders
González-Peralta, OscarBENO-2-EBusiness Ethics and Corporate Social ResponsibilityUnderstand how organizations are committed to their purposes. -
Líderes responsables
González-Peralta, OscarInteractive Lecture BENO-2Business Ethics and Corporate Social ResponsibilityConocer el compromiso que tienen las organizaciones con su propósito. -
Karim Fayad (B)
González-Peralta, Oscar; Pin Arboledas, José RamónCase BE-198Business Ethics and Corporate Social Responsibility, Leadership and People ManagementAlberto Cobo lleva un año trabajando en el Departamento Comercial de Ferxam, una empresa de productos químicos. En este tiempo, el comportamiento de su jefe, Félix Ortega, Director Comercial, ha sufrido cambios que preocupan a Alberto, en especial desde la aparición de un nuevo cliente, Karim Fayad. Alberto se pregunta si debería hacer algo ante la nueva actitud de su jefe.Starting at €5.74
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Karim Fayad (C)
González-Peralta, Oscar; Pin Arboledas, José RamónCase BE-199-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementAlberto Cobo had been working in the Sales Department at Ferxam, a chemical products company, for one year. During that time, the behavior of his boss, Sales Manager Félix Ortega, had undergone changes that had Alberto worried, especially since the arrival of a new client, Karim Fayad. Alberto wondered whether he should do something about his boss's new attitude.Starting at €5.74
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Karim Fayad (A)
González-Peralta, Oscar; Pin Arboledas, José RamónCase BE-197Business Ethics and Corporate Social Responsibility, Leadership and People ManagementAlberto Cobo lleva un año trabajando en el Departamento Comercial de Ferxam, una empresa de productos químicos. En este tiempo, el comportamiento de su jefe, Félix Ortega, Director Comercial, ha sufrido cambios que preocupan a Alberto, en especial desde la aparición de un nuevo cliente, Karim Fayad. Alberto se pregunta si debería hacer algo ante la nueva actitud de su jefe.Starting at €8.20
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The 6 virtues
González-Peralta, OscarBENO-3-EBusiness Ethics and Corporate Social ResponsibilityDistinguish the 6 virtues that characterize a responsible leader.