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    1. Credisur

      Belsuzarri, Óscar; Pancorvo, Jorge
      Case PAD-P-C-402
      Service and Operations Management
      Aspectos como la calidad y el nivel del servicio otorgado al cliente comienzan a tomar importancia en el sector de la banca de consumo como factores determinantes para lograr la preferencia del usuario. La rapidez en la aprobación del crédito pasa a ser un atributo relevante y lamentablemente Credisur "cojea" bastante en este tema. Los ejecutivos funcionales buscan una solución, con coincidencias y discrepancias para cambiar el estado de cosas. ¿...

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    2. Surgikos, S.A. de C.V. (A)

      Llano Irusta, Miguel Angel
      Case IPADE-P 97 C 01/A-E
      Service and Operations Management
      This case is about a firm from Johnson & Johnson that produces gowns and surgical disposable sheets among other products inside the surgical room.

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    3. Surgikos, S.A. de C.V. (A)

      Llano Irusta, Miguel Angel;
      Case IPADE-P-529A-E
      Service and Operations Management
      El caso trata de una empresa de Johnson & Johnson dedicada a la fabricación de sábanas y batas quirúrgicas desechables, y otros productos para quirófano. Esta empresa opera bajo el esquema maquiladora

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    4. Catering Alhambra

      Garrido Martínez, Enrique
      Case IIST-PI-181
      Service and Operations Management
      Alfredo Comas, Director General del Catering Alhambra no está siendo capaz de controlar el servicio al cliente, la calidad de su producto ni los costes y no sabe por Qué. Siente que la empresa se le va de las manos, aun cuando tiene unas buenas instalaciones, unos clientes estables y acaba de lanzar una línea de negocio que ha tenido muy buena aceptación por parte de los clientes. Ante la situación, pide ayuda a uno de sus profesores (David) para...

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    5. Colberts Inc. (A)

      ; ;
      Case IVEY-9B18D011-E
      Service and Operations Management
      The senior director of supply chain management for Colberts Inc. (Colberts) had made tremendous strides. She had been among a select few senior directors chosen to lead an initiative to integrate a new supply chain management system. Although a costly investment, the new information technology infrastructure had helped increase operational efficiency at the store level. While the initiative had initially not received support from everyone at Colb...

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    6. John Deere Reman: Creating Value Through Reverse Logistics

      ;
      Case IVEY-9B18D008-E
      Service and Operations Management
      The factory manager of John Deere Reman, located in Edmonton, Canada, was preparing for a meeting in September 2017, with the general manager of Global Reman Operations and Marketing at the company's head office in Springfield, Missouri. John Deere’s remanufacturing operations had been steadily improving over the last decade. The purpose of the meeting was to discuss opportunities for changes to John Deere’s remanufacturing operation that would p...

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    7. Summit Maritime: Facility Location and Layout Design - Teaching Note

      ; ;
      Teaching Note IVEY-8B18D010-E
      Service and Operations Management
      Teaching note for product 9B18D010.

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    8. The Development Future: Rivals, Tools, and Sources of Advantage

      Clark, Kim B.; Fujimoto, Takahiro
      Book Chapter HBS-5177BC-E
      Service and Operations Management
      In this chapter, the authors look ahead to what the development process and competitive advantage in the automobile industry will look like in the 1990s and beyond. This chapter is excerpted from "Product Development Performance: Strategy, Organization, and Management in the World Auto Industry."

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    9. Leadership and Organization: The Heavyweight Product Manager--Enhancing Product Development Performance

      Clark, Kim B.; Fujimoto, Takahiro
      Book Chapter HBS-5175BC-E
      Service and Operations Management
      How a firm organizes development and the nature of leadership it creates influences the number of people involved, the speed of problem solving, and the quality of the solutions that emerge. In this chapter, the authors look closely at leadership and organization in development and their impact on performance. This chapter is excerpted from "Product Development Performance: Strategy, Organization, and Management in the World Auto Industry."

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    10. Integrating Problem-Solving Cycles: Enhancing Product Development Performance

      Clark, Kim B.; Fujimoto, Takahiro
      Book Chapter HBS-5174BC-E
      Service and Operations Management
      Product development can be described and analyzed as a system of interconnected problem-solving cycles. This chapter explores several approaches to achieving the integration of problem-solving cycles, providing insight into what effective integration really means and what is required to achieve it. This chapter is excerpted from "Product Development Performance: Strategy, Organization, and Management in the World Auto Industry."

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