Search results
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Mejora de la satisfacción interna - Ejercicio
Huete, Luis MaríaExercise PE-47Service and Operations ManagementA través de la lectura y análisis de una parte del caso de los Hoteles Riu, este ejercicio pretende hacer descubrir modos y fórmulas para que el resto de los empleados de la empresa, estén satisfechos de los servicios internos que les prestan los departamentos centrales y puedan reflejar esta satisfacción en su contacto con los clientes.Starting at €8.20
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From Concept to Production (A) (Spanish version)
Garvin, David A.; Field, Lee C.; Simpson, JanetCase HBS-606S20Service and Operations ManagementDescribes the evolution of the Boeing 767 from the conception of the project to the start of manufacturing. Shows how the company manages an enormously complex and risky project and introduces students to a variety of estimating and management tools. The decision issue involves the shift from three-person to two-person cockpits and whether rework should be done in-line (without removing planes from the flow of production) or off-line (after initi...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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Actis: January 2008
Hardymon, G. Felda; Lerner, Josh; Leamon, AnnCase HBS-808130-EService and Operations ManagementPaul Fletcher, the CEO of Actis, a leading private equity investor in emerging markets, is preparing for an executive retreat at which the management team will consider how best to position the firm for the future. Actis could move in a number of different directions, by expanding into new geographies, asset classes, or deal sizes. Choices made along these dimensions all have different implications for the degree of cohesion between the regions a...Starting at €8.20
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Factors that determine the quality of service given by businesses
Huete, Luis MaríaTechnical Note PN-355-EService and Operations ManagementStarting at €8.20
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La experiencia de la marca: Los clientes han de sentir y vivir la marca
Huete, Luis MaríaTechnical Note PN-449Service and Operations ManagementEn este documento se recogen diez claves para gestionar la marca desde la perspectiva de la experiencia del cliente en la entrega del servicio.Starting at €8.20
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Contrato de intangibles - Ejercicio
Huete, Luis MaríaExercise PE-48Service and Operations ManagementTomando como referencia el ejemplo de la empresa Multiasistencia, este ejercicio permite reflexionar y descubrir compromisos mutuos, que tanto la empresa como los empleados pueden asumir más allá de los habituales (horas de trabajo/sueldo). Por ejemplo: expectativas profesionales + promoción interna + información + participación en decisiones / asumir los valores de la empresa + trato al cliente + espíritu de colaboración.Starting at €8.20
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NH Hotels
Babé, G.; García, J.; Huete, Luis MaríaCase P-772-EService and Operations ManagementStarting at €8.20
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Eurostop KB
Huete, Luis María; Morgan, IvorCase P-780-EService and Operations ManagementThis case describes a new Swedish multi-service concept. The case is set in central Sweden and describes the prototype unit fo ten or eleven planned for Sweden. The concept itself aims to provide one-stop services "for people on the move". These services form a wide range: hotel, gas station, post office, stores, restaurants, offices, teleconferencing and seminar room. The prototype nature of the subject allows for an examination of the market se...Starting at €8.20
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Analysis of letters of complaint - Exercise
Huete, Luis MaríaExercise PE-39-EService and Operations ManagementStarting at €8.20