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A Service Model for Cultural Excellence
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080-EKnowledge and Communication, Service and Operations ManagementCulture, that intrinsic expression of humankind, has somehow grown remote from the general public. Arts and cultural institutions, just like their business counterparts, urgently need to find new audiences, meet changing demands and consider their business models afresh. The whole sector needs to reinvent itself, says the author. But how? Beatriz Muñoz-Seca recommends that arts and cultural institutions focus not so much on their products as on c...Starting at €8.20
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Sullivan's Flooring Concept
John S. Haywood-Farmer; Julie GosseCase IVEY-9B07D010-EEntrepreneurship, Service and Operations ManagementA carpenter is considering options for improving the manufacturing process of his custom wood-flooring concept. He started the business as a part-time venture and wanted to increase production efficiency to accommodate the growing interest for his pine flooring design. The carpenter was unsure whether he should invest in new equipment or hire part-time labour, but he knew that either way, he would have to change the current process to ensure that...Starting at €8.20
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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepTechnical Note PN-411-PBService and Operations ManagementThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Starting at €8.20
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Workplace Safety Trainers: Staying Agile in the Midst of a Pandemic
Julie Gosse; Anthony MccreeryCase IVEY-9B21D004-EService and Operations Management, StrategyIn May 2020, a senior business analyst at Workplace Safety Trainers (WST), a small business based in London, Ontario, was developing an initiative to increase efficiency in WST's shipping and logistics warehouse. The coronavirus pandemic had just started to shift the landscape of business, and WST had decided to procure and sell personal protective equipment through its online safety supply shop. After one month of unprecedented demand and round-...Starting at €8.20
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Cavanaugh's Kubbs
Elizabeth M.A. Grasby; Julie GosseCase IVEY-9B13D005-EEntrepreneurship, Service and Operations ManagementA carpenter was trying to decide how to arrange his production process for manufacturing the increasingly popular Swedish lawn game known as “Kubb.” The carpenter had handcrafted several game sets for his friends and family, and, since demand for the game had grown, he planned to sell his kubbs to the general public. The carpenter needed to increase production efficiency, but he was unsure of the best way to arrange the production process. Additi...Starting at €8.20
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Sew Sew Sweet
Elizabeth M.A. Grasby; Julie GosseCase IVEY-9B14D003-EEntrepreneurship, Service and Operations ManagementA self-taught seamstress based in Barrie, Ontario, must decide how to organize the production process for manufacturing her custom-made baby onesie – a one-piece, close-fitting, lightweight garment worn by a young child, typically with either long or shorStarting at €8.20
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Un modelo de servicio para la excelencia cultural
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080Knowledge and Communication, Service and Operations ManagementLa cultura se ha alejado de la sociedad. Las instituciones culturales, al igual que las empresariales, necesitan urgentemente hallar nuevas audiencias, satisfacer los cambios en la demanda y repensar sus modelos de negocio. Según Beatriz Muñoz-Seca, todo el sector ha de reinventarse. Pero, ¿cómo? la autora recomienda no centrarse tanto en los productos como en crear experiencias más enriquecedoras para el cliente. Para ello propone la Secuencia d...Starting at €8.20
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Black Fly Beverage Company Inc.
John S. Haywood-Farmer; Julie GosseCase IVEY-9B07D003-EEntrepreneurship, Service and Operations ManagementThe owners of Black Fly Beverage Company consider the viability of expanding their product-line after less than a year in operation. Since its start-up earlier the same year, sales of the company's original cranberry-blueberry vodka cooler had climbed steadily. Impressed with their early success, the owners wonder whether they should take advantage of their new brand's momentum and invest in the production of a second product.Starting at €8.20
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The Service Activity Sequence (SAS) (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizTechnical Note PN-481-PBService and Operations ManagementThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Starting at €8.20
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The Neonatal Service of the Hospital 12 de Octubre in Madrid (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizCase P-1124-PBService and Operations ManagementThe case describes the service experience at the Neonatal Unit of the Hospital 12 de Octubre. It starts with a description of the activities of the Unit, and goes on to explain how the service is organized and how the use of a specific methodology assists in problem solving. The Unit is focused on understanding client needs that are not implicitly described and providing solutions and alternatives for demands that are not formally made.Starting at €8.20