Search results
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A Service Model for Cultural Excellence
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080-EKnowledge and Communication, Service and Operations ManagementCulture, that intrinsic expression of humankind, has somehow grown remote from the general public. Arts and cultural institutions, just like their business counterparts, urgently need to find new audiences, meet changing demands and consider their business models afresh. The whole sector needs to reinvent itself, says the author. But how? Beatriz Muñoz-Seca recommends that arts and cultural institutions focus not so much on their products as on c...Starting at €8.20
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Dubai Ports Authority (A) (Spanish Version)
McAfee, Andrew; Ooms-Wall, Karen; Al Qasimi, LubnaCase HBS-608S08Service and Operations ManagementLos Dubai Ports Authority (DPA) desea digitalizar muchos de los documentos que comparte con sus socios externos, incluyendo el envío de líneas y agentes, comerciantes y autoridades aduaneras del país. DPA también desea automatizar las muchas transmisiones de documentos relacionados con manifiestos de embarque. En el momento de la causa, la industria del transporte marítimo en todo el mundo se caracteriza por bajos niveles de automatización, la pr...Starting at €8.20
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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepTechnical Note PN-411-PBService and Operations ManagementThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Starting at €8.20
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El nuevo hospital para Heredia Colaboración Pública-Privada para la atención sanitaria
Cercone J.; Rosenmöller, MagdaCase P-1003Service and Operations ManagementEl director de un hospital regional de Costa Rica elabora, junto con un alto funcionario de la CCSS, la Caja Costarricense del Seguro Social, un nuevo modelo de colaboración publico-privada en la atención sanitaria, ante unas estrictas limitaciones de inversión publica. El caso sigue el proceso del proyecto, presenta los diferentes problemas encontrados y muestra como ha logrado asegurar el soporte de los distintos grupos involucrados. La CCSS ha...Starting at €8.20
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A New Hospital for Heredia. A Public-Private Partnership for Health Care
Cercone J.; Rosenmöller, MagdaCase P-1003-EService and Operations ManagementTogether with a senior official from the CCSS, the Costa Rican Social Security organization, the principal of a regional hospital in Costa Rica draws up a new model for public-private cooperation in health care, given the stringent limitations on public investment. The case follows the project's progress, presents the various problems encountered, and shows how it has succeeded in gaining the support of the various stakeholders involved. The CCSS...Starting at €8.20
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Introducing DRGs as an Instrument for Clinical Management
Cercone J.; Márquez G.; García Prat, AntoniCase P-1048-EService and Operations ManagementThe case focuses on the use of DRGs in Costa Rica from the original motivation to use them, the implementation steps, the difficulties found and how they were addressed. The case describes the changes that occurred as a result of DRG introduction, and how the ?perverse incentives? were managed. The emphasis is on the lessons learnt in order to define the following implementation steps. The DRG system can be a useful tool to better organizing medi...Starting at €8.20
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Un modelo de servicio para la excelencia cultural
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080Knowledge and Communication, Service and Operations ManagementLa cultura se ha alejado de la sociedad. Las instituciones culturales, al igual que las empresariales, necesitan urgentemente hallar nuevas audiencias, satisfacer los cambios en la demanda y repensar sus modelos de negocio. Según Beatriz Muñoz-Seca, todo el sector ha de reinventarse. Pero, ¿cómo? la autora recomienda no centrarse tanto en los productos como en crear experiencias más enriquecedoras para el cliente. Para ello propone la Secuencia d...Starting at €8.20
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Introducción de los Grupos de Diagnóstico Relacionado (GDR) como instrumento de gestión clínica
Cercone J.; Márquez G.; García Prat, AntoniCase P-1048Service and Operations ManagementEl caso se concentra en el uso de los GDR en Costa Rica, desde la motivación para comenzar a usarlos, los diferentes pasos a seguir, las dificultades en la implementación y cómo se resolvieron. Se discuten los cambios que ocurrieron como resultado de la introducción de los GDR, y cómo se manejaron los "incentivos perversos". Se hace énfasis en las lecciones aprendidas con el objeto de definir cómo seguir adelante a partir de este punto. El sistem...Starting at €8.20
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Dubai Ports Authority (B) (Spanish Version)
McAfee, Andrew; Ooms-Wall, Karen; Al Qasimi, LubnaCase HBS-608S09Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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The Service Activity Sequence (SAS) (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizTechnical Note PN-481-PBService and Operations ManagementThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Starting at €8.20