IESE (España)
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Forming Ties That Will Free Your Firm
Eisenhardt, K.M.; Ozcan, PinarArticle ART-1533-EStrategyStrategic alliances provide opportunities to strengthen your market position, gain new capabilities and resources, and enable you to grow and expand during difficult times. Many large, highly resourced companies already know this and are leveraging it to their advantage. But how can a small firm with fewer resources obtain and manage a high-performing alliance portfolio? Getting the alliance portfolio you dreamed of, and then managing it well ove...Starting at €8.20
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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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The KLM Approach to Alliances
Mitchell, Jordan; Ariño, Africa; Ozcan, PinarCase SM-1530-EStrategyWhen it teamed up with Northwest Airlines of the US in 1989, KLM became Europe¿s first airline to begin a major cross-border airline alliance. What followed was a series of pan-continental alliances resulting in the formation of Star Alliance, oneworld and Skyteam. This case study highlights the main milestones in the development of KLM¿s major alliances focusing primarily on Northwest with additional details on relationships with Kenya Airways, ...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
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Una visión general del diseño de servicios
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-478Service and Operations ManagementEl propósito de esta nota es analizar la literatura sobre el diseño de servicios y el desarrollo de nuevos servicios. Para trazar una panorámica integral de la cuestión, la nota comenta en primer lugar los conceptos más importantes del desarrollo de productos y su aplicación en el ámbito del diseño de servicios. A continuación se describen las ideas principales sobre el diseño de servicios y su relación con el mundo de las operaciones.Starting at €8.20
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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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The KLM Approach to Alliances - Teaching Note
Mitchell, Jordan; Ozcan, Pinar; Ariño, AfricaTeaching Note SMT-61-EStrategyWhen it teamed up with Northwest Airlines in 1989, KLM became Europe's first airline to begin a major cross-border airline alliance. What followed was a series of pan-continental alliances resulting in the formation of Star Alliance, oneworld and Skyteam. This case study highlights the major milestones in the development of KLM's major alliances focusing primarily on Northwest with additional details on relationships with Kenya Airways, Alitalia,...Starting at €0.00
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New Features Demand
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-489-EService and Operations ManagementNew Features Demand is a new activity for the firm's service operational structure. Its purpose is to unleash all the potential in the agent-client service encounter. This will translate into new services or new service features. Companies can benefit greatly from their service workforce by extracting new ideas that can help them improve their competitive advantage. This note describes observation and active listening as the two main techniques t...Starting at €8.20
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Alianzas: sumar para multiplicar
Cassiman, Bruno; Cordon, Carlos; Eisenhardt, K.M.; Ozcan, Pinar; Ramaswany, Venkat; Vollmann, ThomasDossier DOS-2Innovation and Change, Marketing, Service and Operations Management, StrategyMultiplique sus capacidades y cree más valor a través de la colaboración. El esfuerzo compartido tiene premio.Starting at €15.00