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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Siemens AG: Global Development Strategy (A) (Spanish Version)
Thomke, Stefan; Nimgade, AshokCase HBS-604S22Service and Operations ManagementDescribe cómo Siemens, el gigante de la ingeniería eléctrica alemana, ha desarrollado y gestiona I + D global en su gran Información y Redes de Comunicaciones división (ICN). En 1994, Siemens abrió su centro de Bangalore (India), que ahora se ha convertido en uno de sus mayores centros regionales de desarrollo fuera de Alemania. Con Bangalore pidiendo una mayor independencia y autonomía de gestión de recursos, la alta dirección tiene que decidir ...Starting at €8.20
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Bank of America (A) (Spanish version)
Thomke, Stefan; Nimgade, AshokCase HBS-606S31Service and Operations ManagementDescribe cómo Bank of America es la creación de un sistema para la innovación de productos y servicios en su negocio de banca minorista. Se hace hincapié en el papel de la experimentación en algunos "laboratorios" de dos docenas de la vida real que sirven como plenamente operativos sucursales bancarias y como sitios para probar nuevas ideas y conceptos. Se centra en: 1) cómo aprender de la experimentación puede ser maximizada; 2) sistemas de ince...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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BMW AG: The Digital Auto Project (B) (Spanish Version)
Thomke, Stefan; Nimgade, AshokCase HBS-606S12Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Pfizer Inc.: Building an Innovation Center
Thomke, Stefan; Nimgade, AshokCase HBS-609037-EService and Operations ManagementThe case describes Pfizer's efforts to build and run an innovation center in Cambridge, Massachusetts. As the center goes through different periods of leadership and strategic models, its relationship with the corporation and other research sites is explored. The case study describes in detail the challenges of building an innovation center within a large corporation, including organization, incentives, and scientific issues. Subjects Covered: I...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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Innovation at 3M Corp. (A) (Spanish version)
Thomke, Stefan; Nimgade, AshokCase HBS-602S05Service and Operations Management(1) 3M's approach to the management of innovation and understanding market needs, (2) an in-depth description of the Lead User method and its potential as applied to the medical business, and (3) the managerial challenges of introducing novel methods into a successful organization.Starting at €8.20