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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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Banco Santander - Teaching Note: CEOs as Leaders and Strategy Designers
Kase, Kimio; Marinelli, FedericoTeaching Note SMT-62-ECorporate Governance, Service and Operations ManagementTeaching note for Banco Santander SM-1534-EStarting at €0.00
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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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Banco Santander: CEOs as Leaders and Strategy Designers
Kase, Kimio; Marinelli, FedericoCase SM-1534-ECorporate Governance, Service and Operations ManagementThe case describes Santander's three pronged business model, including the strategic use of IT and the persuance of the growth in size through cross-border M&A strategy, while concentrating single-mindedly on the retail banking activities. CEOs cognition process is analyzed based on Kase and Jacopin 2007 and Kase et al. 2005.Starting at €8.20
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Banco Santander: Los consejeros delegados como líderes y diseñadores de estrategias
Kase, Kimio; Marinelli, FedericoCase SM-1534Corporate Governance, Service and Operations Managementl caso describe el modelo de negocio del Santander, basado en tres pilares: un uso estratégico de la TI, el crecimiento en tamaño por medio de una estrategia de fusiones y adquisiciones internacionales, y un foco claro en las actividades de la banca comercial. El proceso de cognición de los consejeros delegados se analiza tomando como base Kase y Jacopin, 2007, y Kase et al. 2005.Starting at €8.20
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Stan Shih, Acer's Founder
Guerrero, Antonio; Kase, KimioCase SM-1557-ECorporate Governance, Service and Operations ManagementStan Shih along with his wife and other five people started a computer-related business in 1976 after visiting Silicon Valley. Thirty years on his firm, Acer, is ranked one of the top five PC manufacturer in the world successfully beating Japanese, American and European competitors. In the process personal computers have become a commodity. Because of its open architecture the competition is fought on the basis of cost leadership. Instead of com...Starting at €8.20
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Imperial Japanese Army: The Essence of Failure - Teaching Note
Kase, KimioTeaching Note SMT-75-ECorporate Governance, Service and Operations ManagementCircumstantial evidence points to the possibility that the Japanese Imperial Army showed many common features ¿ both positive and negative ¿ with present-day Japanese companies and organisations. This case on the Japanese Imperial Army perforce sheds light on the nature of the organisations in Japan and may allow us to enjoy certain level of insightful prediction. First and foremost, the Japanese Army offers an example of an induction-based organ...Starting at €0.00
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Don't Manage Waits, Manage Experiences
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451-EMarketing, Service and Operations ManagementManagers worry that their customers will perceive waiting as an annoyance, but simply reducing the wait time may not be the answer. Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer. Using research that blends behavioral psychology and traditional marketing principles with operations, the authors propose a new framework to help businesses make better decisions about wait management. They off...Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20