IESE (España)
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An Overview of Service Design
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-478-EService and Operations ManagementThe purpose of this note is to review service design and new service development literature. In order to provide a comprehensive outlook on the subject, the note starts by reviewing the main concepts of product development and their applicability to service design. It then proceeds to describe the main ideas regarding service design and their linkage to the world of operations.Starting at €8.20
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The Service Activity Sequence in Healthcare
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-485-EService and Operations ManagementImprovement in service operations is a key element in Health Care. Starting from the frame of reference provided by the Service Activity Sequence (SAS)[ [Muñoz-Seca, 2011], this note presents experiences on SAS activities. This note provides a brief summary of SAS and expands on examples on how health care providers are dealing with some of the SAS activities.Starting at €8.20
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ROADLAW Case (B): Manuel Binio, Partner
Stein Martínez, Guido; Mehta, Kandarpkumar Harsiddhbhai; Barrachina, AlbertoCase NEG-19-ELeadership and People Management, StrategyThree partners (two professional and one strictly financial) decide to establish a boutique law firm called ROADLAW that will focus on a particular sector, with two business areas: the pharmaceutical industry and restructuring. At first, everything seems to bode well for the future of the project. A draft partnership agreement is prepared but never formally concluded. When problems arise between the two professional partners, the situation become...Starting at €5.74
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ROADLAW Case (A): Santiago Jover, Partner
Stein Martínez, Guido; Mehta, Kandarpkumar Harsiddhbhai; Barrachina, AlbertoCase NEG-18-ELeadership and People Management, StrategyThree partners (two professional and one strictly financial) decide to establish a boutique law firm called ROADLAW that will focus on a particular sector, with two business areas: the pharmaceutical industry and restructuring. At first, everything seems to bode well for the future of the project. A draft partnership agreement is prepared but never formally concluded. When problems arise between the two professional partners, the situation become...Starting at €8.20
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Voltium, Inc. (Portuguese Version, Brazil)
del Potro, Eloy; Stein Martínez, Guido; Pin Arboledas, José Ramón; Vázquez-Dodero de Bonifaz, Juan CarlosCase BE-173-PBBusiness Ethics and Corporate Social ResponsibilityThe manager at Voltium,a European company that was installing electricity in various parts of an African country, pondered whether it was justifiable to yield to the extortion of a local public official of the Dambo region, just as the company was about to finalize the project for the electrification of the area. This case was recognized by the European Foundation for Management Development (EFMD) as the best publication in the 2012 Case Writing ...Starting at €8.20
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Challenges for New Managers (Portuguese Version, Brazil)
Stein Martínez, GuidoTechnical Note DPON-60-PBLeadership and People ManagementBecoming a manager usually means achieving a professional and social position that brings with it certain rights and privileges other jobs cannot offer. The position gives money and rank, but more importantly it also entails obligations and responsibilities. It is important to understand that these obligations and responsibilities are the essential part of management, while money and rank are just the derived benefits. As in other professional ma...Starting at €8.20
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Effectiveness and Leadership (Portuguese Version, Brazil)
Stein Martínez, GuidoTechnical Note DPON-50-PBLeadership and People ManagementAn examination and discussion of the relationship between leadership and effectiveness, starting out from the assumption that leadership and results are bound up together. In the first place it examines the obstacles, principally related to the style of individual management, which a director must overcome to do their job effectively and in order to focus on how to maximize personal and executive effectiveness, and concludes with reflections on w...Starting at €8.20
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EVERIS: "Up-or-Out" Policies (B) (Portuguese Version, Brazil)
García Arenillas, Ricardo; Susaeta Erburu, Lourdes; Pin Arboledas, José Ramón; Stein Martínez, GuidoCase DPO-219-PBLeadership and People ManagementThe case raises the problem of the development of the professional career from a double perspective: 1) The role of the organization: utility versus perversion of HR systems: UP or OUT careers, role of the mentor and 2) The role of the candidates themselves in terms of the responsibility they assumes in key decisions, such as the choice of the type of career within the company, the decision to pursue an international career with expatriation or...Starting at €5.74
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Demanda de nuevas prestaciones
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-489Service and Operations ManagementLa demanda de nuevas prestaciones o NFD (del inglés new features demand) es una nueva actividad en la estructura operativa de los servicios de una empresa. Su objetivo es sacar el máximo provecho de la interacción entre el agente que presta el servicio y el cliente. Esto se traduce en nuevos servicios y nuevas prestaciones para los servicios ya existentes. Las empresas sacarían mucho provecho de sus agentes de servicio extrayendo nuevas ideas que...Starting at €8.20
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Métodos de optimización japoneses
Arenas, Rocio; Munoz-Seca, BeatrizTechnical Note PN-490Service and Operations ManagementEn esta nota técnica presentamos una serie de herramientas de la industria de la fabricación japonesa. Tras examinar la literatura existente, hemos seleccionado cinco métodos específicos: 5S, Hoshin Kanri, Taguchi, Jidoka y Takt Time. Aunque han sido diseñadas para su aplicación en la industria de la fabricación, sería posible analizar su implantación en otros ámbitos. Su aplicación en el sector terciario, por ejemplo, podría dar lugar a nuevas ...Starting at €8.20