IESE (España)
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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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Restoring Japan: Abenomics
Mas, Núria; Sastre Boquet, IsaacCase ECON-421-EEconomicsThe case presents Prime Minister Shinzo Abe, whose economic policies, nicknamed "Abenomics," aim to remedy the economic malaise Japan has suffered since the 1990s. The case then jumps back to that era and describes the circumstances that surrounded the beginning of this "lost decade" and the actions of the Japanese authorities of the time in response to it. Those actions failed to prevent stagnation, which has plagued the Japanese economy ever si...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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Riqueza inmobiliaria y muertes por desesperación
Vergara, Carles; Mas, Núria; Jou, AriadnaArticle ART-3458Economics, FinanceLa pérdida inesperada de riqueza inmobiliaria puede afectar a la salud hasta el punto de contribuir a las muertes por desesperanza relacionadas con las drogas. Una investigación ofrece una nueva perspectiva sobre la crisis de los opioides en Estados Unidos.Starting at €8.20
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The Implementation of Cost-Sharing Systems in Europe and the Spanish Dilemma
Mas, Núria; Cirera, Laia; Viñolas, GuillemCase ECON-419-EEconomics, Service and Operations Management, StrategyAdvanced economies face profound economic, budgetary and social risks, which are at the center of the debates about the sustainability of our healthcare and social protection systems. Reforms in healthcare markets' organization, coverage and regulation are appearing everywhere. One of them deals with the role of cost-sharing in healthcare systems. This case takes advantage of the differences in cost-sharing mechanisms existing today across the di...Starting at €8.20
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Restoring Japan: Abenomics - Teaching Note
Mas, Núria; Sastre Boquet, IsaacTeaching Note ECONT-12-EEconomicsThe case presents Prime Minister Shinzo Abe, whose economic policies, nicknamed "Abenomics," aim to remedy the economic malaise Japan has suffered since the 1990s. The case then jumps back to that era and describes the circumstances that surrounded the beginning of this "lost decade" and the actions of the Japanese authorities of the time in response to it. Those actions failed to prevent stagnation, which has plagued the Japanese economy ever si...Starting at €0.00
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Innovating Healthcare in the Basque Country: Moving to Chronic Care Management
Mas, Núria; Rosenmöller, MagdaCase P-1148-EInnovation and Change, Leadership and People Management, Service and Operations ManagementStarting 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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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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Housing wealth and deaths of despair
Vergara, Carles; Mas, Núria; Jou, AriadnaArticle ART-3458-EEconomics, FinanceAn unexpected shock in housing wealth can be bad for your health, perhaps even contributing to drug-related deaths of despair. New research gives policymakers food for thought as they tackle the U.S. opioid crisis.Starting at €8.20