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
-
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
-
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 Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer.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
-
Luis Bartrina
Anzizu, J. M.; Chinchilla, NuriaCase FH-324-ELeadership and People ManagementStarting at €8.20
-
Miguel Torres-Chile (A)
Anzizu, J. M.; Martinez, Jon I.Case DG-875-EInnovation and Change, StrategyMiguel Torres Chile is a subsidiary of Bodegas Torres of Spain. This subsidiary was created with the purpose of exporting wines from Chile, satisfying thus the needs of American countries, and specially Latin America. Shortly after, the subsidiary also decided to penetrate the Chilean market and strengthen its position there. However, in March 1982 after two years of operations the company is neither successful in the domestic market nor in the e...Starting at €8.20
-
Miguel Torres-Chile (B)
Anzizu, J. M.; Martinez, Jon I.Case DG-876-EInnovation and Change, StrategyHaving successfully overcome the difficulties of the first three years, Miguel Torres-Chile, subsidiary of Bodegas Torres of Spain, finds itself in a period of consolidation of its activities in the national and international markets. At present the company has to tackle the problem of how to keep on growing in a national market with problems derived from the economic crisis, and in which the company may soon reach its limit. It must also study h...Starting at €5.74
-
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
-
Luis Bartrina
Anzizu, J. M.; Chinchilla, NuriaCase FH-324Leadership and People ManagementEl caso se centra en el estilo de dirección de Luis Bartrina, director general de CPC-España, recogiendo su historial, su filosofía de dirección, un día típico en su agenda, y los comentarios de algunos de sus colaboradores.Starting at €8.20
-
Miguel Torres-Chile (A)
Anzizu, J. M.; Martinez, Jon I.Case DG-875Innovation and Change, StrategyMiguel Torres-Chile es una subsidiaria de Bodegas Torres de España. Fue creada con el objetivo de exportar vinos desde Chile y satisfacer así las necesidades de los países americanos, especialmente de América Latina. Al poco tiempo decidió penetrar también en el mercado chileno y fortalecerse allí. Sin embargo, en marzo de 1982, después de dos años de operaciones, la empresa no tiene éxito ni en el mercado interno ni en el de exportación. Es el m...Starting at €8.20