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Engineer Ownership Through Anticipatory Management: Address Employee and Customer Needs Before They Arise
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3830BC-EService and Operations ManagementOrganizations that engineer customer and employee ownership learn to predict and respond to customers' needs before they arise. Technology and information systems can be a great help in this endeavor. But just as important are the combined efforts from all parts of the organization-especially marketing, operations, human resources, and information technology-working seamlessly together to help frontline employees deliver value to customers. This ...Starting at €8.20
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Sustain Your Success: Foster Employee and Customer Ownership to Lock in Success
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3832BC-EService and Operations ManagementGoogle, the company "Fortune" magazine recently identified as the best place to work in the U.S., offers an inspiring example of management practices that engage employee and customer owners to help create the value that both groups desire. But Google, like so many other companies, faces the challenge of how to lock in this success. According to the authors, the key to overcoming this challenge is a relentless focus on innovating and improving th...Starting at €8.20
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Build Ownership into Your Strategic Value Vision: Deliver Value for Customers and Employees
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3826BC-EService and Operations ManagementA strong customer and employee ownership quotient starts with developing a strategy that delivers differentiated, customized value to these parties. To build a strategy that fosters ownership, you need to think systematically about questions such as these: which customers do you want to serve? What specific, customized results are you trying to deliver for them? Will your approach differentiate you from competitors? Will your customers and employ...Starting at €8.20
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Leverage Value Over Cost: Developing Customer and Employee Ownership
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3827BC-EService and Operations ManagementOrganizations that foster customer and employee ownership gain an edge on the competition by designing their operating strategies and systems to leverage value over cost. They carefully align all the elements of the strategic value vision to create a unified, self-reinforcing enterprise focused on ownership-and in the process they achieve enviable margins. They pay particular attention to what the authors call "deep indicators," or key value leve...Starting at €8.20
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Build a Strong and Adaptive Ownership Culture
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3831BC-EService and Operations ManagementWhy is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adap...Starting at €8.20
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Auditing Ownership: Measuring Your Organization's Employee and Customer Ownership Capabilities
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3833BC-EService and Operations ManagementIs your organization capable of making the transition to an ownership state of mind, focusing on the kinds of practices and processes that foster and sustain employee and customer owners? This chapter provides a tool for assessing your ownership capabilities. The ownership audit is intended as more than just a checklist of "must do's" to achieve a higher level of employee and customer ownership in your organization. It is designed to be used peri...Starting at €8.20
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Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-203-E-EService and Operations ManagementAt the end of 2015, and in the last 8 years, the business had been growing significantly but at the same time there was growing stress on the manufacturing operation. They have had shortages in key components and increases in the lead time for chair production. They needed to increase the staff significantly without time for training them. The stock levels of raw components and part-finished goods within the factory began to increase dramatically...Starting at €8.20
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Seating Matters 2020, Being lean and geniun in crisis Times
Llano Irusta, M. A.; Healy, R.Case IIST-PI-226-E-EService and Operations ManagementIn the spring of 2020, Seating Matters, had worked to design a rapid-deployment bed for temporary field hospitals. They were making beds for use in temporary hospitals after coming up with a new design. There were excellent beds from bed companies. A simple medical bed in a flat pack, which can free up the more expensive beds for the patients who need them the most. As healthcare workers battle against the Covid-19 virus, it was important that co...Starting at €8.20
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Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-203Service and Operations ManagementAunque a finales de 2015 y en los 8 años anteriores, el negocio había crecido considerablemente, también la tensión en la operación había aumentado. La empresa había experimentado escasez de piezas clave y los tiempos de producción de los asientos se habían prolongado. Era necesario aumentar la plantilla de forma significativa, pero no disponían del tiempo necesario para dar formación a las nuevas contrataciones. El stock de piezas y productos se...Starting at €8.20
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2017-2018: La Transformación Lean de Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-204Service and Operations ManagementAunque a finales de 2015 y en los 8 años anteriores, el negocio había crecido considerablemente, también la tensión en la operación había aumentado. La empresa había experimentado escasez de piezas clave y los tiempos de producción de los asientos se habían prolongado. Era necesario aumentar la plantilla de forma significativa, pero no disponían del tiempo necesario para dar formación a las nuevas contrataciones. El stock de piezas y productos se...Starting at €8.20