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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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...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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Gain Sharing at Star Cablevision Group (Spanish Version)
Schlesinger, Leonard A.; Greene Flaherty, SarahCase HBS-603S14Service and Operations ManagementDescribe el experimento de la estrella con el uso compartido de ganancia durante un período de tres años. Antecedentes de la industria y de la historia de la compañía se proporcionan para establecer el contexto para el cambio a la remuneración basada en el rendimiento. Describe los tres diferentes programas de intercambio, el aumento de los pagos resultantes, y el impacto de la organización.Starting at €8.20
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AIC Netbooks: Optimizing Product Assembly (Spanish Version)
Wheelwright, Steven C.; Yong, SunruCase HBS-412S08Service and Operations ManagementSistemas AIC, que se encuentra en Taichung, Taiwán, es un fabricante de placas de circuito impreso, sobre todo para las placas base y tarjetas de vídeo para ordenadores personales. La firma se considera un fabricante de diseños originales (ODM) y toma un papel activo en la innovación y el diseño de cada nueva generación de componentes. Al hacer de la casa de diseño y desarrollo, la compañía ha sido capaz de fomentar las relaciones exclusiva, a la...Starting at €8.20
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The Priceline Group: Booking a Place for the Future
Schlesinger, Leonard A.; Pathipati, AnishCase HBS-316177-EService and Operations ManagementThe Chairman of the Priceline Group is considering the actions he must take to confront an evolving external environment, new direct competition, disintermediation and substitute offerings. Does his response require an increased coordination of each historically autonomous division or some other approach?Starting at €8.20
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Bergerac Systems: The Challenge of Backward Integration, Teaching Note
Garvin, David A.; Yong, SunruTeaching Note HBS-4382-EService and Operations ManagementTeaching Note for Product # 4381Starting at €0.00
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AIC Netbooks: Optimizing Product Assembly
Wheelwright, Steven C.; Yong, SunruCase HBS-4245-EService and Operations ManagementAIC Systems, located in Taichung, Taiwan, is a manufacturer of printed circuit boards, primarily for motherboards and video cards for personal computers. The firm is considered an original design manufacturer (ODM) and takes an active role in innovating and designing each new generation of components. By doing in-house design and development, the company has been able to foster exclusive, long-term relationships with its customers. The firm decid...Starting at €8.20
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Bergerac Systems: The Challenge of Backward Integration
Garvin, David A.; Yong, SunruCase HBS-4381-EService and Operations ManagementBergerac Systems is a small, rapidly growing manufacturer of diagnostic instruments used in veterinary practices. The company introduced the OmniVue chemistry analyzer, which enables veterinarians to run a wide range of blood and blood chemistry tests on their animal patients in the office instead of sending them to outside laboratories. OmniVue is easy to operate and produces highly reliable results using a proprietary cartridge for holding the ...Starting at €8.20
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Ford Motor Co.: Dealer Sales and Service (Spanish Version)
Schlesinger, Leonard A.; Pelofsky, MarkCase HBS-618S10Service and Operations ManagementDesde que Henry Ford fundó Ford Motor Co., vehículos de Ford han sido vendidos y mantenidos de la misma manera. A finales de la década de 1980 Ford comenzó a considerar la posibilidad de cambios en sus procesos de ventas y servicios. Dos acontecimientos obligaron a Ford a reconsiderar estos procesos. En primer lugar, Ford encontrado a través de diversas encuestas que los clientes tenían quejas muy claras sobre la forma en que fueron tratados por ...Starting at €8.20