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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Los desafíos del trabajo virtual
Leonardi, Paul M.; Bailey, Diane E.; Barley, Stephen R.Article ART-2414Information Technologies, Leadership and People Management, Service and Operations ManagementEl trabajo virtual ha dejado de ser ciencia ficción para convertirse en realidad. Las empresas avanzan cada vez más en la virtualización de los procesos de trabajo, pero las relaciones mediatizadas digitalmente pueden dar tantos problemas como soluciones. Este artículo analiza los distintos tipos de trabajo virtual y su efecto en los procesos y estructuras de la organización. Los autores ilustran el esfuerzo que debe realizar un sector tradiciona...Starting at €8.20
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How Virtuality Impacts the Way Teams Work
Leonardi, Paul M.; Bailey, Diane E.; Barley, Stephen R.Article ART-2414-EInformation Technologies, Leadership and People Management, Service and Operations ManagementThe possibility of working virtually is fast moving from the realm of science fiction to reality. Yet as companies increasingly move toward virtualizing work processes, the authors find that digitally mediated relationships can give rise to as many problems as solutions. This article discusses different types of virtual work arrangements that exist today and the impact that various types of virtual work can have on organizational processes and st...Starting at €8.20
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The Four Things a Service Business Must Get Right (Spanish version)
Frei, Frances X.Article HBS-R0804DService and Operations ManagementBecause customers' involvement as producers can wreak havoc on costs, companies must also develop creative ways to fund their distinctive offerings, by providing a self-service alternative, for example, or by offsetting expenses with operational savings. A close look at successful service businesses - Wal-Mart, Commerce Bank, the Cleveland Clinic, and others - reveals that effective integration of the four elements is key. There is no "right" wa...Starting at €8.20
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The Four Things a Service Business Must Get Right
Frei, Frances X.Article HBS-R0804D-EService and Operations ManagementThis 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. Many of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are valuable to service managers, they aren't sufficient for success. In this article, Harvard Business School's Frei e...Starting at €8.20