Search results
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Shouldice Hospital Ltd.
Heskett, James L.Case HBS-683068-EService and Operations ManagementVarious proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity and organizational analysis, describes a well-focused, well-managed medical service facility that may well point the way to future economies in the field.Starting at €8.20
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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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The Transit Point Experiment (Spanish version)
Hammond, Janice H.; Kelly, MauraCase HBS-615S09Service and Operations ManagementMerloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory, the company conducts a "transit point" experiment. Each day, a truckload of products from the company's central warehouse is sent to Milano, where it is immediately transferred to ...Starting at €8.20
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Au Bon Pain: The French Bakery Cafe, the Partner/Manager Program (Spanish Version)
Sasser, W. Earl, Jr.; Lytle, Lucy N.Case HBS-617S08Service and Operations ManagementEn los últimos años, Au Bon Pain (ABP), una cadena de lujo panaderías cafés franceses / sándwich con sede en Boston, enfrenta una serie de problemas de recursos humanos endémica de la industria de comida rápida (es decir, una escasez de trabajo que hacía difícil atraer y mantener la calidad del personal de la tripulación y los candidatos de gestión, una gestión de personal entrenado en forma inadecuada, y la alta rotación). Para hacer frente al "...Starting at €8.20
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Fairfield Inn (A) (Spanish version)
Heskett, James L.; Ray, KennethCase HBS-616S02Service and Operations ManagementEl Fairfield Inn, un hotel económico de riesgo por el Marriott Corp., ha desarrollado un nuevo método para seleccionar y medir el rendimiento de su personal de hotel que se ajuste a la estrategia de la empresa. Debido a que se enfrenta a la necesidad de crecer rápidamente, han surgido dudas en cuanto a la posibilidad de ofrecer franquicias y en qué forma, teniendo en cuenta la necesidad de proteger su concepto único.Starting at €8.20
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Cinemex (Spanish version)
Heskett, James L.Case HBS-803S04Service and Operations ManagementLos fundadores de Cinemex, la mayor empresa capitalizada puesta en marcha de la historia mexicana, están debatiendo varias cuestiones relativas a las operaciones de su nueva cadena de salas de cine en la Ciudad de México. La primera se refiere a si algunos asientos deben dejarse sin vender para mejorar el servicio al cliente. La segunda implica límites a la publicidad que se muestran en cada presentación. Otros incluyen una posible inversión en u...Starting at €8.20
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Gentle Electric Co. (Spanish Version)
Sasser, W. Earl, Jr.Case HBS-602S17Service and Operations ManagementDiseñado para ilustrar diversos niveles de complejidad en la determinación de tamaños óptimos de orden para una sola política inventario de artículos. Se les pide a los estudiantes para evaluar el impacto de los cambios operativos recientes sobre la política de ordenamiento de la firma. La intención de seguir los estudiantes de la exposición inicial a cantidades económicas, este caso se ensancha de los estudiantes alcance de los modelos TradeOff....Starting at €8.20
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Benetton (A) (Spanish version)
Heskett, James L.; Signorelli, SergioCase HBS-602S19Service and Operations ManagementThe world's largest manufacturer of woolen outerwear garments seeks to extend its retailing network to the United States from its base in Europe. A number of issues concerning marketing, manufacturing, and logistics strategy are raised by the proposed move along with specific questions about how the move should be managed. The case describes a well-thought-out, functionally integrated strategy for Europe in a way that allows assessment of its app...Starting at €8.20
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Engineer Ownership Through Anticipatory Management: Address Employee and Customer Needs Before They Arise
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3830BC-EService and Operations ManagementOrganizations that engineer customer and employee ownership learn to predict and respond to customers' needs before they arise. Technology and information systems can be a great help in this endeavor. But just as important are the combined efforts from all parts of the organization-especially marketing, operations, human resources, and information technology-working seamlessly together to help frontline employees deliver value to customers. This ...Starting at €8.20
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Sustain Your Success: Foster Employee and Customer Ownership to Lock in Success
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3832BC-EService and Operations ManagementGoogle, the company "Fortune" magazine recently identified as the best place to work in the U.S., offers an inspiring example of management practices that engage employee and customer owners to help create the value that both groups desire. But Google, like so many other companies, faces the challenge of how to lock in this success. According to the authors, the key to overcoming this challenge is a relentless focus on innovating and improving th...Starting at €8.20