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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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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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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Dell Computers (B): The Transition
Frei, Frances X.; Edmondson, Amy C.; Harris-Van Keuren, ChristineCase HBS-607081-EService and Operations ManagementSupplements the (A) case. An abstract is not available for this product.Starting at €5.74
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Cleveland Clinic
Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot; Harris-Van Keuren, ChristineCase HBS-607143-EService and Operations ManagementCleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. Explores the methods, processes, and personnel that the hospital has cultivated over the years in order to develop its track record of excellence. In light of this, three expansion opportunities are explored and the operational fit of each is investigated.Starting at €8.20
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New Service Design Exercise, Teaching Note
Frei, Frances X.; Harris-Van Keuren, ChristineTeaching Note HBS-608132-EService and Operations ManagementTeaching Note for [605053].Starting at €0.00
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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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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
Iacobucci, Dawn; Jones, Thomas O.; Bitner, Mary Jane; Bitner, Mary Jo; Hanselman, Eric; Swan, Christopher A.; Swartz, Teresa A.; Capatosto, TerriArticle HBS-96106-EService and Operations ManagementIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine...Starting at €8.20