Search results
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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
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Au Bon Pain: The French Bakery Cafe, the Partner/Manager Program (Spanish Version)
Sasser, W. Earl, Jr.; Lytle, Lucy N.Case HBS-617S08Service and Operations ManagementEn los últimos años, Au Bon Pain (ABP), una cadena de lujo panaderías cafés franceses / sándwich con sede en Boston, enfrenta una serie de problemas de recursos humanos endémica de la industria de comida rápida (es decir, una escasez de trabajo que hacía difícil atraer y mantener la calidad del personal de la tripulación y los candidatos de gestión, una gestión de personal entrenado en forma inadecuada, y la alta rotación). Para hacer frente al "...Starting at €8.20
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Gentle Electric Co. (Spanish Version)
Sasser, W. Earl, Jr.Case HBS-602S17Service and Operations ManagementDiseñado para ilustrar diversos niveles de complejidad en la determinación de tamaños óptimos de orden para una sola política inventario de artículos. Se les pide a los estudiantes para evaluar el impacto de los cambios operativos recientes sobre la política de ordenamiento de la firma. La intención de seguir los estudiantes de la exposición inicial a cantidades económicas, este caso se ensancha de los estudiantes alcance de los modelos TradeOff....Starting at €8.20
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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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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
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Allianz Turkey: Focus on the Customer (A)
Sasser, W. Earl, Jr.; Yucaoglu, GamzeCase HBS-316093-EService and Operations ManagementAt the age of 39, Solmaz Alt n took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost control. Consequently, customer satisfaction was suffering. Despite the growing Turkish economy and a favorable regulatory environment, Solmaz was struggling to grow the company without ...Starting at €8.20
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Crocs (B): Hitting the Skids
Lee, H; , Hoyt, D; , Marks, MCase SGSB-GS57B-EService and Operations ManagementThrough 2007, Crocs grew rapidly, and its stock soared. In early 2008, the stock plunged, as analysts cited excess inventory. During 2008, revenues decreased, and the company restructured. The B case summarizes these developments, and asks what the company should do now.Starting at €5.74
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Burger King Corp. (Spanish version)
Sasser, W. Earl, Jr.; Rikert, David C.Case HBS-607S09Service and Operations ManagementDescribe el sistema operativo de una unidad de Burger King. El caso no tiene un foco decisión; que está diseñado para su uso con estudiantes Corp. McDonald se les pide que compare los sistemas operativos de estas dos cadenas de hamburguesas de comida rápida. El análisis cuidadoso detectará las sutiles y no tan sutiles diferencias entre los dos sistemas operativos seleccionados por estas dos empresas.Starting at €8.20
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Cataumet Boats, Inc. (Spanish version)
Sasser, W. Earl, Jr.; Davis, MarkCase HBS-917S13Service and Operations ManagementJaime Giancola, un estudiante de MBA, ha completado recientemente un curso de gestión de operaciones en las que la planificación de la producción agregada (APP) fue uno de los temas. Ella cree que que el negocio de su familia, Barcos Cataumet, que sus abuelos se inició, y que su madre y su tío ahora propia, podría beneficiarse de la aplicación de los conceptos de APP para identificar las diferentes formas en que puede programar los trabajadores, ...Starting at €8.20