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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Sorenson Research Co. (Abridged) (Spanish Version)
Wheelwright, Steven C.; Crocker, GaryCase HBS-603S26Service and Operations ManagementPresenta los problemas que enfrenta un alto volumen, alto margen (pero ligero) productos médicos de negocios. La compañía está tratando de mejorar su control de inventario para reducir la inversión en inventarios y mejorar el servicio. El sistema de inventario multi-sitio actual se ha descrito y se presentan las principales alternativas para mejorar o sustituirlo.Starting at €8.20
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Lehrer McGovern Bovis, Inc. (Abridged) (Spanish Version)
Wheelwright, Steven C.Case HBS-604S09Service and Operations ManagementDescribe el crecimiento de una empresa de gestión de la construcción y los problemas operativos que ahora se encuentra. Diseñado para presentar a los estudiantes el valor de la competencia en el sector de la construcción, para mostrar cómo las técnicas de análisis de valor se pueden utilizar para la ventaja estratégica, y para ilustrar las cepas que los lugares de crecimiento en un sistema operativo empresarial e informal. También plantea problem...Starting at €8.20
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Process Control at Polaroid (A) (Spanish version)
Wheelwright, Steven C.; Bowen, H. Kent; Elliott, BrianCase HBS-606S22Service and Operations ManagementDescribes the initial efforts at a film production plant to shift from a traditional QC inspection mentality to a worker-based process control mentality. Students can prepare SPC charts, propose actions needed, and combine steps into an overall action plan.Starting at €8.20
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Scharffen Berger Chocolate Maker (A) (Spanish version)
Snow, Daniel C.; Wheelwright, Steven C.; Wagonfeld, Alison BerkleyCase HBS-607S43Service and Operations ManagementScharffen Berger, a premium brand chocolate, is growing rapidly and must decide where and when to add capacity in the production line and with what technology. The company must consider the demands of marketing, the impact on quality and reputation, and the economics of alternative approaches to increasing output in both the short term and long term. Provides an opportunity for students to examine the existing process technology and flow, to unde...Starting at €8.20
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Metreke Cards (Spanish version)
Wheelwright, Steven C.Case HBS-615S04Service and Operations ManagementSe utiliza para introducir el proceso de línea de montaje para el primer año los estudiantes de MBA. Tres variaciones diferentes de un proceso de línea de montaje para el embalaje de tarjetas de felicitación se presentan para su análisis. Para elegir entre los tres, los estudiantes deben abordar los problemas de tiempo de las normas, la capacidad, la supervisión y la formación. Un reescrito versión de un caso anterior.Starting at €8.20
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The Morrison Company (Spanish version)
Wheelwright, Steven C.; Myers, Paul S.Case HBS-413S16Service and Operations ManagementThe Morrison Company develops and manufactures radio frequency identification tags (RFID) known as "smart labels" for the retail and pharmaceutical industries. RFID technology is a fast-growing and increasingly competitive industry. Sales have risen dramatically over the past year and production levels have had to increase to meet monthly and quarterly shipping targets. However, the increase has exacerbated existing manufacturing problems and has...Starting at €8.20