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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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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La estrategia corporativa de Ebro Foods en el 2021
Caldart, Adrian; Isaac Sastre BoquetCase SM-1734Corporate Governance, StrategyEl caso describe el desarrollo de la estrategia corporativa de Ebro Foods durante el periodo 2000-2021, caracterizada por un giro, desde un foco que estaba puesto esencialmente en España, alrededor de los negocios del azúcar y los lácteos, hacia un foco internacional con fuerte presencia en Estados Unidos y Francia en torno a los negocios de arroz, pasta y comidas ready made. El caso describe y aborda la reciente decisión de la empresa de vender ...Starting at €8.20
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The Corporate Strategy of Ebro Foods in 2021
Caldart, Adrian; Isaac Sastre BoquetCase SM-1734-ECorporate Governance, StrategyThe case describes the development of Ebro Foods' corporate strategy throughout the 2000-2021 period. During these years the strategy pivoted from a purely domestic focus in the Spanish market, around the sugar and milk industries, towards an international focus with a strong presence in France and the US, built around the rice, pasta, and ready-made foods industry. Lastly, the case describes and analyzes the recent decision of selling off a sign...Starting at €8.20
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The Agile CEO: Strategies for Success
Andreu i Civit, Rafael; Ricart, Joan Enric; Ferraro, Fabrizio; Cassiman, Bruno; Tushman, Michael L.Dossier DOS-23-EInnovation and Change, Leadership and People Management, StrategyThis dossier will help you engage with the challenges of our times, with an agenda for CEOs to shape the path ahead.Starting at €15.00
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Starbucks Reinvention Strategy: Store Automation and Growth
Moscoso, Philip; Isaac Sastre Boquet; Lago, AlejandroCase OIT-13-EInformation Technologies, Service and Operations ManagementIn September 2022, Schultz presented Starbucks' new Reinvention strategy at the company's investor day in Seattle (U.S.). He claimed that the Reinvention strategy plan addressed the key issues the company faced, as follows: resolving the growing tensions with its U.S. workers, adjusting its value proposition to the shifts in consumer preferences, deploying more store automation, and reactivating its global expansion, primarily in China. During th...Starting at €8.20
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Leadership Tips for Today to Stay in the Game Tomorrow
Tushman, Michael L.Article ART-2641-EInnovation and Change, Leadership and People Management, StrategyThis article summarizes research by the author into why some organizations fail in the face of "punctuated change," while others are reborn, adapt and survive. The key, he finds, involves embracing paradox. Continuing to exploit current business success is a must, but so is taking a plunge into the future through exploration. Carrying out both of these activities simultaneously calls for ambidexterity. The article highlights the defining features...Starting at €8.20
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Artificial Intelligence at Arriaga Asociados: Paralegal or partner
Zamora, Javier; Valor Sabatier, Josep; Calvo, Eduard; Isaac Sastre BoquetCase OIT-23-EInformation Technologies, Innovation and Change, Service and Operations ManagementIn 2023, Jesús María Ruíz de Arriaga, founder and CEO of Arriaga Asociados, was debating with Alejandro López Berraquero, the general manager, and Pedro López, the director of Transformation, about the digital transformation process that the law firm was undergoing. Specifically, Arriaga had just successfully tested an AI model that could read the text of the thousands of judicial notifications that arrived at the firm weekly, and it was time to ...Starting 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