Search results
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Wonderful Management of Disney, The
Huete, Luis María; Schofield, MarkTechnical Note PN-283-EService and Operations ManagementThis note summaries the history and management concepts and practices of Disney, one of the most successful service companies of the world. The note explores the managerial logic behind the «Pixie Dust» Magic that Disney is able to set in place and Disney's current businesses.Starting at €8.20
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Note on After-Sales Services
Huete, Luis María; Schofield, MarkTechnical Note PN-292-EService and Operations ManagementThe primary goal of this note is to provide an overview of the evolution and growing importance of after-sales service and its place in the Service Mix, as well as to suggest a more conceptual definition of service in association with the standard concepts and structures underlying the marketing of a physical or tangible good. Building on the hypothesis that every company must progressively put itself in the position of creating a coherent global...Starting at €8.20
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The Accidental Statesman: General Petraeus and the City of Mosul, Iraq, Abridged
Lundberg, Kirsten; Bowles, Hannah Riley; Zimmerman, PeterCase HBS-HKS098-EService and Operations ManagementThis case (1834.0 and related epilogue 1834.1 and abridged case 1834.3) tells the story of Major General David Petraeus and the US Army's 101st Airborne Division in the months following the March 2003 invasion of Iraq, the fall of Baghdad, and collapse of Saddam Hussein's government. Having completed their combat mission, and with just a few days notice, the 101st is ordered to Mosul, Iraq's third largest city and the capital of Nineveh provinc...Starting at €8.20
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Winning Hearts and Minds: Reforming the Providence School District: Teaching Note
Zimmerman, PeterTeaching Note HBS-HKS581-EService and Operations ManagementIn August, 2002, Melody Johnson, the deputy superintendent of the Providence, Rhode Island, School District, was hastily appointed acting superintendent, in the wake of the resignation of her predecessor and close colleague Diana Lam. Lam and Johnson together had been embarked, over the previous three years, on an ambitious reform plan to upgrade the low-performing system. Despite some indicators of improvement, however, Johnson knew that there r...Starting at €0.00
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Viterra
Goldberg, Ray A.; Preble, MatthewCase HBS-913401-EService and Operations ManagementAs Mayo Schmidt's tenure as CEO of the Canadian-based agribusiness Viterra wound down before its sale to the Swiss-based commodity company Glencore, he reflected on his tenure, which had seen the firm grow from a Canadian-focused agricultural cooperative to an international agribusiness with operations across the globe, including significant operations in Australia. Now he wondered: What would the future hold for agriculture?Starting at €8.20
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Viterra, Teaching Note
Goldberg, Ray A.Teaching Note HBS-913403-EService and Operations ManagementTeaching Note for case 913401.Starting at €0.00
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NH Hotels - Teaching Note
Huete, Luis María; Schofield, MarkTeaching Note PT-6-EService and Operations Management(Case P-772). Use is restricted to Academic Institutions.Starting at €0.00
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Emerging paradigm in service management, The
Huete, Luis María; Schofield, MarkTechnical Note PN-301-EService and Operations ManagementService management has stringently adhered to a baseline concept for nearly three decades: minimize the cost and the dimensions of the service encounter in order to deliver the simplest, most inexpensive product to the consumer. Only recently have some "renegade" managers within the industry come to recognize that the service encounter is not a connection between two like mechanical parts, but rather an interpersonal exchange where a company seek...Starting at €8.20
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The Accidental Statesman: General Petraeus and the City of Mosul, Iraq: Teaching Note
Zimmerman, PeterTeaching Note HBS-HKS569-EService and Operations ManagementThis case (1834.0 and related epilogue 1834.1 and abridged case 1834.3) tells the story of Major General David Petraeus and the US Army's 101st Airborne Division in the months following the March 2003 invasion of Iraq, the fall of Baghdad, and collapse of Saddam Hussein's government. Having completed their combat mission, and with just a few days notice, the 101st is ordered to Mosul, Iraq's third largest city and the capital of Nineveh provinc...Starting at €0.00
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IdentiGEN
Goldberg, Ray A.; Preble, MatthewCase HBS-914408-EService and Operations ManagementCiaran Meghen and Ronan Loftus, co-founders of IdentiGEN (an Irish company that had created a unique service called DNA TraceBack to help customers identify and trace meat products), were discussing the company's future. The recent crisis over beef products being contaminated with horsemeat in Europe had generated strong demand for IdentiGEN's services. But more than this, DNA TraceBack gave customers strong insight into their operations to ensur...Starting at €8.20