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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Elizabeth Arden: Executing Global Supply Chain Re-engineering - Teaching Note
David Wood; Norman GaoTeaching Note IVEY-8B13D017-EService and Operations Management, StrategyTeaching note for product 9B13D017.Starting at €0.00
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Sam’s Pizzeria: Managing Peak Demand
David Wood; Ali Abdel-RazekCase IVEY-9B20D002-EEntrepreneurship, Service and Operations ManagementIn October 2018, the owner of Sam’s Pizzeria (Sam’s) in Orillia, Ontario, needed to determine how he should staff his business to keep up with an increase in demand on Halloween. Halloween had often been a source of frustration, as Sam's struggled to keep up with demand on that day. Providing customers with good-quality pizza and fast delivery was critical to Sam’s success. Not wanting to repeat the mistakes of the past, the owner knew that he wo...Starting at €8.20
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Bombardier Aviation: The Front Substructure Decision - Teaching Note
David WoodTeaching Note IVEY-8B20D011-EService and Operations ManagementTeaching note for product 9B20D011.Starting at €0.00
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Parcel Guard: Keeping Up with Demand - Teaching Note
David Wood; Ali Abdel-RazekTeaching Note IVEY-8B20D005-EService and Operations ManagementTeaching note for product 9B20D005.Starting at €0.00
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Quirky: A Business Based on Making Invention Accessible
Marks M; Hoyt DCase SGSB-GS84-EService and Operations ManagementBen Kaufman founded Quirky in 2009 to enable anyone with a product idea to access an online network of people to help evaluate and improve the idea, and potentially bring it to market. By the end of 2012, Quirky was shipping 74 products, and had many more in development. Its products were sold in 35,000 stores worldwide. Each week, the company took three products into the research and development process, out of more than 1,000 submitted onlin...Starting at €8.20
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Millbrook Estate Homes Ltd.: The Whistle Hill Estates Opportunity
David Wood; Ken MarkCase IVEY-9B11D005-EService and Operations Management, StrategyIn October 2008, the president of Millbrook Estate Homes Ltd. is trying to determine if his firm should take on a new development called Whistle Hill Estates. Millbrook began as a builder of modest homes on a large scale, but the Whistle Hill opportunity would involve developing high-end custom homes.The president’s decision will have a significant effect on Millbrook’s future strategy. Millbrook can stay within its comfort zone and continue buil...Starting at €8.20