Search results
-
Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
-
Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
-
Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
-
Tricon Restaurants International: Globalization Re-examined, Teaching Note
Ghemawat, Pankaj; Altman, Steven A.Teaching Note HBS-711472-EStrategyTeaching Note for 700030.Starting at €0.00
-
Haier's U.S. Refrigerator Strategy, Teaching Note
Ghemawat, Pankaj; Hout, Thomas M.; Altman, Steven A.; Siegel, JordanTeaching Note HBS-711473-EStrategyTeaching Note for #705-475.Starting at €0.00
-
AmorePacific: From Local to Global Beauty, Teaching Note
Ghemawat, Pankaj; Altman, Steven A.Teaching Note HBS-711474-EStrategyTeaching Note for #706-411.Starting at €0.00
-
De Beers at the Millennium, Teaching Note
Ghemawat, Pankaj; Altman, Steven A.Teaching Note HBS-711477-EStrategyTeaching Note for 706518.Starting at €0.00
-
Arcor: Global Strategy and Local Turbulence, Teaching Note
Ghemawat, Pankaj; Altman, Steven A.Teaching Note HBS-711480-EStrategyTeaching Note for #704-427.Starting at €0.00
-
SmileDirectClub: Better is Better
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320016-EStrategyStarting at €8.20
-
Gain Sharing at Star Cablevision Group (Spanish Version)
Schlesinger, Leonard A.; Greene Flaherty, SarahCase HBS-603S14Service and Operations ManagementDescribe el experimento de la estrella con el uso compartido de ganancia durante un período de tres años. Antecedentes de la industria y de la historia de la compañía se proporcionan para establecer el contexto para el cambio a la remuneración basada en el rendimiento. Describe los tres diferentes programas de intercambio, el aumento de los pagos resultantes, y el impacto de la organización.Starting at €8.20