Search results
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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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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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PATH and the Safe Water Project: Making Safe Water Products More Affordable
Zenios S; Denend L; Elliott TCase SGSB-OIT109-EInformation Technologies, Service and Operations ManagementThis case provides an overview of the nonprofit organization PATH and its Safe Water Project—a five-year effort launched in late 2006 with $17 million in funding from the global development unit of the Bill and Melinda Gates Foundation. The purpose of the grant was to evaluate to what extent market-based approaches could help accelerate the widespread adoption and sustained use of household water treatment and safe storage products by low-income ...Starting at €8.20
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Technology Transfer at U.S. Universities
Hamermesh, Richard G.; Lerner, Josh; Kiron, DavidCase HBS-807124-EService and Operations ManagementTechnology transfer from U.S. universities to industry has increased dramatically in the last 25 years. Reviews the history of technology transfer with particular emphasis on the Bayh-Dole Act of 1980. It then examines how universities responded to Bayh-Dole, the growth of technology transfer offices, and compares how three different universities (MIT, Stanford, and Harvard) approach technology transfer. Provides an overview of the technology tra...Starting at €8.20
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Cambridge NanoTech
Yang, Woodward; Kiron, DavidCase HBS-610083-EService and Operations ManagementCambridge NanoTech (CNT) is an interesting example of how a successful university research project was used to build a small scale business which designs and manufactures research equipment for a new class of chemical reactions called Atomic Layer Deposition (ALD). CNT's business model is particularly interesting since the university researchers/founders developed a product that was specifically meant to serve other university researchers rather ...Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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Managing Knowledge and Learning at NASA and the Jet Propulsion Laboratory (JPL) (Spanish Version)
Leonard, Dorothy; Kiron, DavidCase HBS-604S24Service and Operations ManagementJet Propulsion Laboratory (JPL) se enfrenta a una grave pérdida de conocimiento - tanto por la "más rápido, mejor, más barato" mandato para misiones a Marte y desde el retiro del personal clave. Un sistema de gestión del conocimiento extenso de la NASA / JPL incluye mecanismos formales de captación de conocimientos tales como páginas web y manuales digitalizados y los informales tales como la narración. Los primeros son mucho más fáciles de obten...Starting at €8.20
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Cambridge NanoTech (Spanish Version)
Yang, Woodward; Kiron, DavidCase HBS-618S03Service and Operations ManagementNanotecnología Cambridge (CNT) es un ejemplo interesante de cómo se utilizó un proyecto de investigación universitaria con éxito para construir un negocio a pequeña escala que diseña y fabrica equipos de investigación para una nueva clase de reacciones químicas llamada capa de deposición atómica (ALD). El modelo comercial de CNT es particularmente interesante ya que los investigadores universitarios / fundadores desarrollaron un producto que esta...Starting at €8.20
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Don't Manage Waits, Manage Experiences
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451-EMarketing, Service and Operations ManagementManagers worry that their customers will perceive waiting as an annoyance, but simply reducing the wait time may not be the answer. Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer. Using research that blends behavioral psychology and traditional marketing principles with operations, the authors propose a new framework to help businesses make better decisions about wait management. They off...Starting at €8.20
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PATH and the Safe Water Project: Seeking Market Based Solutions
Zenios S; Denend L; Elliott TCase SGSB-OIT106-EInformation Technologies, Service and Operations ManagementThis case provides an overview of the nonprofit organization PATH and its Safe Water Project—a five-year effort launched in late 2006 with $17 million in funding from the global development unit of the Bill and Melinda Gates Foundation. The purpose of the grant was to evaluate to what extent market-based approaches could help accelerate the widespread adoption and sustained use of household water treatment and safe storage products by low-income ...Starting at €8.20