Search results
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Service With a Very Big Smile (Spanish version)
Harvard Business ReviewArticle HBS-F0705CService and Operations ManagementNew research confirms that the bigger the employees' smiles, the happier the customers.Starting at €8.20
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How Machines Learn (And You Win)
Harvard Business ReviewArticle HBS-F1511Z-EService and Operations ManagementA decision tree demonstrates how one cable company might spot service defectors early. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its effectiveness.Starting at €8.20
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Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-203-E-EService and Operations ManagementAt the end of 2015, and in the last 8 years, the business had been growing significantly but at the same time there was growing stress on the manufacturing operation. They have had shortages in key components and increases in the lead time for chair production. They needed to increase the staff significantly without time for training them. The stock levels of raw components and part-finished goods within the factory began to increase dramatically...Starting at €8.20
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The Mitchell Family and Mitchells/Richards (Spanish Version)
Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A.Case HBS-610S23Service and Operations ManagementDescribe la sofisticación operativa una pequeña, de cadena de tiendas de lujo logrado a través del uso de la tecnología y el servicio al cliente "alto contacto". Una empresa de gestión familiar, Mitchell ha construido su éxito con una estrategia de servicio al cliente, conocido internamente como "abrazos". El término es engañosamente simple. mentiras verdaderas de éxito de la empresa en su mezcla de un ambiente cálido, orientado a otra cultura co...Starting at €8.20
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Smarter, Smaller, Safer Robots
Harvard Business ReviewArticle HBS-F1511A-EService and Operations ManagementA new generation of adaptive robots are creating new efficiencies for manufacturers and changing how companies build things, including factory floors themselves. And the robots are far more collaborative than their predecessors, enhancing engagement and job satisfaction among their human colleagues. New research headed by MIT's Julie Shah highlights the advantages of the new robots, showing that they have made manufacturing automation a less extr...Starting at €8.20
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"Sorry" Is Not Enough
Harvard Business ReviewArticle HBS-F1801A-EService and Operations ManagementThe first rule of customer service--when something goes wrong, apologize--can backfire. New research based, uniquely, on videos of actual customer interactions shows that after a point, apologies only heighten unhappy customers' frustration. Employees should worry less about displaying empathy and instead focus on creative, energetic attempts to solve the problem at hand.Starting at €8.20
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Seating Matters 2020, Being lean and geniun in crisis Times
Llano Irusta, M. A.; Healy, R.Case IIST-PI-226-E-EService and Operations ManagementIn the spring of 2020, Seating Matters, had worked to design a rapid-deployment bed for temporary field hospitals. They were making beds for use in temporary hospitals after coming up with a new design. There were excellent beds from bed companies. A simple medical bed in a flat pack, which can free up the more expensive beds for the patients who need them the most. As healthcare workers battle against the Covid-19 virus, it was important that co...Starting at €8.20
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Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-203Service and Operations ManagementAunque a finales de 2015 y en los 8 años anteriores, el negocio había crecido considerablemente, también la tensión en la operación había aumentado. La empresa había experimentado escasez de piezas clave y los tiempos de producción de los asientos se habían prolongado. Era necesario aumentar la plantilla de forma significativa, pero no disponían del tiempo necesario para dar formación a las nuevas contrataciones. El stock de piezas y productos se...Starting at €8.20
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2017-2018: La Transformación Lean de Seating Matters
Llano Irusta, M. A.; Healy, R.Case IIST-PI-204Service and Operations ManagementAunque a finales de 2015 y en los 8 años anteriores, el negocio había crecido considerablemente, también la tensión en la operación había aumentado. La empresa había experimentado escasez de piezas clave y los tiempos de producción de los asientos se habían prolongado. Era necesario aumentar la plantilla de forma significativa, pero no disponían del tiempo necesario para dar formación a las nuevas contrataciones. El stock de piezas y productos se...Starting at €8.20
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2017-2018: The Seating Matters Lean Transformation
Llano Irusta, M. A.; Healy, R.Case IIST-PI-204-E-EService and Operations ManagementAt the end of 2015, and in the last 8 years, the business had been growing significantly but at the same time there was growing stress on the manufacturing operation. They have had shortages in key components and increases in the lead time for chair production. They needed to increase the staff significantly without time for training them. The stock levels of raw components and part-finished goods within the factory began to increase dramatically...Starting at €8.20