Search results
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Wal-Mart China: Tian Tian Pingjia
Weiss, Elliott N.; Simko, Paul J.; Modica, Marc W.; Li, Wei; Yemen, GerryCase DARDEN-OM-1472-EService and Operations ManagementHaving taken stock of where the division was, Scott Price, Wal-Mart China's interim CEO, wanted to lay the groundwork to be able to hand over the reins to the new CEO with an idea of where it was headed. At the end of his assignment, Price would like to leave a report with recommendations that would help position the next leader to be even more successful. What did day-to-day operations look like in 2012? Was there urgency anywhere along the line...Starting at €8.20
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Factory #539: China Star Technology Electronics Ltd. (B)
Yemen, Gerry; Weiss, Elliott N.; Simko, Paul J.; Modica, Marc W.Case DARDEN-OM-1474-EService and Operations ManagementWith a cross-disciplinary perspective, this field-based case series uses the purchase of a manufacturing company based in China to set the stage for an analysis of cost accounting, operational effectiveness, and cross-cultural communication. It offers a discussion about the strategy to purchase a Chinese firm to enter a promising business line for the Chinese market and provides an opportunity to introduce basic accounting, management communicati...Starting at €5.74
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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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Factory #539: China Star Technology Electronics Ltd. (A)
Yemen, Gerry; Weiss, Elliott N.; Simko, Paul J.; Modica, Marc W.Case DARDEN-OM-1473-EService and Operations ManagementWith a cross-disciplinary perspective, this field-based case series uses the purchase of a manufacturing company based in China to set the stage for an analysis of cost accounting, operational effectiveness, and cross-cultural communication. It offers a discussion about the strategy to purchase a Chinese firm to enter a promising business line for the Chinese market and provides an opportunity to introduce basic accounting, management communicati...Starting at €8.20
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Factory #539: China Star Technology Electronics Ltd. (A) and (B) - Teaching Note
Weiss, Elliott N.; Simko, Paul J.; Modica, Marc W.; Yemen, GerryTeaching Note DARDEN-OM-1473TN-EService and Operations ManagementTeaching note for product OM-1473Starting at €0.00
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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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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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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