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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Blanchard Importing and Distribution Co., Inc. (Spanish Version)
Marshall, Paul W.; Drinan, Alan H.Case HBS-605S16Service and Operations ManagementIlustración de los dos tipos principales de errores resultantes del uso de la cantidad económica de pedido (EOQ) como una herramienta en programación de la producción. Diseñado para discusión de la clase permiso para comenzar con una consideración de un tipo común de error, los errores en el cálculo del volumen EOQ resultar del uso de datos incorrectos para los parámetros de entrada de la fórmula. El análisis a continuación, puede pasar a una dis...Starting at €8.20
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Reynolds Space Constructors, Inc. (Spanish Version)
Marshall, Paul W.Case HBS-608S11Service and Operations ManagementSe ocupa de la utilización del método de camino crítico para la construcción de edificio de control remoto, que es parte de un sistema de purificación de agua. Discute la necesidad de determinar el menor tiempo posible en el que un trabajo se podría hacer sin tener que gastar más dinero. usos de casos "actividad en el nodo" diagrama. Sobre la base de espacio Constructors Inc.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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IBM Corporation Turnaround, Teaching Note
Marshall, Paul W.; Sharpe, James M.Teaching Note HBS-812086-EService and Operations ManagementTeaching Note for 600098.Starting at €0.00
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Three Jay's Corporation, Teaching Note
Marshall, Paul W.; Davis, MarkTeaching Note HBS-915532-EService and Operations ManagementTeaching Note for Product #915531.Starting at €0.00
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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
Iacobucci, Dawn; Jones, Thomas O.; Bitner, Mary Jane; Bitner, Mary Jo; Hanselman, Eric; Swan, Christopher A.; Swartz, Teresa A.; Capatosto, TerriArticle HBS-96106-EService and Operations ManagementIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine...Starting at €8.20
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Three Jays Corporation (Spanish version)
Marshall, Paul W.; Davis, MarkCase HBS-915S15Service and Operations ManagementBrodie Arens is an MBA student and summer intern at Three Jays Corporation, a jam and jelly manufacturer in Michigan. Brodie's first assignment as an intern is to update the inventory and production planning system. Initially, he begins by updating the Economic Order Quantities (EOQ) and Reorder Points (ROP) for each product. However, he soon learns that the formal production planning system was being ignored by the workers on the factory floor. ...Starting at €8.20
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Ritz-Carlton: Utilización de los sistemas de información para ofrecer un mejor servicio al cliente
Sasser, W. Earl, Jr.; Jones, Thomas O.; Klein, NormanCase HBS-302S29Service and Operations ManagementExplora la interfaz de un sistema de información que realiza un seguimiento de los clientes y sus preferencias, y los sistemas de las personas que ofrecen múltiples servicios en los hoteles Ritz-Carlton. credo servicio único de la cadena de hoteles de lujo y el compromiso con los principios de calidad se discuten, así como la atención a la contratación y formación. En el corazón de la caja es el compromiso Ritz-Carlton a servir al cliente....Starting at €8.20