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Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A) (Spanish Version)
Shapiro, Roy D.; Watkins, Michael D.; Rosegrant, SusanCase HBS-616S01Service and Operations ManagementAT & T Universal Card Services (UCS) ha tenido un gran éxito durante su corta vida. Dedicada a mejorar la calidad del servicio y la satisfacción del cliente, director de calidad Rob Davis y su equipo de calidad han diseñado y puesto en marcha un sistema de medición y compensación inusual teniendo en cuenta más de 100 medidas de rendimiento monitorizado y comunicada al día.Starting at €8.20
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How Operational Innovation Can Transform Your Company (Spanish version)
Hammer, MichaelArticle HBS-R0404EService and Operations ManagementBreakthrough innovations--not just steady improvements--in operations can destroy competitors and shake up entire industries. Just look at Dell, Toyota, and Wal-Mart. But fewer than 10% of large companies have made serious attempts to achieve operational innovation. Why? One reason, contends the author, is that business culture undervalues operations--they're not as sexy as deals or acquisitions. In addition, many executives who rose through the ...Starting at €8.20
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Process Audit (Spanish version)
Hammer, MichaelArticle HBS-R0704HService and Operations ManagementFew executives question the idea that by redesigning business processes--work that runs from end to end across an enterprise--they can achieve extraordinary improvements in cost, quality, speed, profitability, and other key areas. Yet in spite of their intentions and investments, many executives flounder, unsure about what exactly needs to be changed, by how much, and when. As a result, many organizations make little progress--if any at all--in t...Starting at €8.20