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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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Driving Digital Transformation at the DBS Bank
Káganer, Evgeny; Gregory, Robert Wayne; Codrean, CatalinCase SI-195-EFinance, Information Technologies, Innovation and ChangeDBS, the largest bank in Southeast Asia, embarked on a journey of digital transformation in late 2013. In parallel with creating a new organizational unit called Digibank to spearhead the bank's expansion into new markets, the bank launched the Digital Mindset program to help change the company from within. This case, set in 2015, outlines the key moments of the transformational journey and describes the strategy taken by the new CEO to improve t...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Cerámicas Alcor
Sagarra R.; Weber, Eric; Velilla, ManuelCase ASN-20-EDecision Analysis, StrategyThis case study is about a company that has undergone two changes in administration in a period of fewer than ten years. The new manager has to deal with this complex situation. He gets new funding, hires new staff, makes changes in a factory line to manufacture a new product and opens distribution channels for marketing. With the good results obtained, the manager applies for a bank loan to remodel a second factory line. The students must put th...Starting at €8.20
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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...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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Fantasy Gardenware, S.A.
Corrales, José María; Velilla, ManuelCase C-691Accounting and ControlDebe decidirse sobre qué oferta de precio hacer a un pedido extra de exportación. El caso está preparado para que cada equipo de trabajo calcule su propia oferta. Cada equipo puede recabar información adicional, en poder del profesor, a un coste determinado. Las ofertas deben presentarse antes de la sesión general. A lo largo de la sesión se trabaja con toda la información, se calcula la oferta, se declara la oferta ganadora y se determina la cue...Starting at €8.20
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Vet Center: Contabilidad financiera
Rahnema Alavi, Ahmad; Velilla, Manuel; Weber, EricCase C-673Accounting and ControlEn este caso presentan los acontecimientos económicos y financieros más destacables de las primeros 12 meses de la aventura empresarial del Sr. Vet en un centero veterinario. Su objeto es familiarizarse con la elaboración de un Balance y una Cuenta de Resultados.Starting at €8.20
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Esquema conceptual de los sistemas de dirección para operativizar la delegación
Velilla, Manuel; Vázquez- Dodero, Juan CarlosTechnical Note CN-180Accounting and ControlEl campo de conocimiento de sistemas de control trata, principalmente, de los sistemas de planificación operativa (que llamamos planes, programas y presupuestos) y de los correspondientes sistemas de información para control, aplicados a cada directivo responsable. Sin embargo, la adecuación de dichas herramientas de gestión debe sintonizar con la estrategia y organización de la empresa, lo que se operativiza a través de los llamados manuales de ...Starting at €8.20