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Martínez Loriente: la carne de Mercadona - Nota del instructor
Garrido Martínez, Enrique; Vidal, AnyluTeaching Note IIST-PINT-125Service and Operations Management, StrategyEn 2011, el grupo Martínez Loriente continuaba capeando exitosamente los efectos de la crisis económica y de consumo, logrando superar los 470 millones de euros en facturación con el trabajo de más de 1.400 trabajadores en plantilla y con 11 millones de beneficio neto al cierre del año anterior. El grupo había experimentado una evolución espectacular desde sus inicios en 1999, cuando fue creada para suministrar en exclusiva productos cárnicos a M...Starting at €0.00
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If This Is a Service Economy, Why Am I Still on Hold: An Introduction to the Four Fundamental Principles of Service Excellence
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8921BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Now Multiply It All by Culture: Service Excellence as a Product of Organizational Design and Culture
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8930BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Martínez Loriente: la carne de Mercadona
Garrido Martínez, Enrique; Vidal, AnyluCase IIST-PI-125Service and Operations ManagementEn 2011, el grupo Martínez Loriente continuaba capeando exitosamente los efectos de la crisis económica y de consumo, logrando superar los 470 millones de euros en facturación con el trabajo de más de 1.400 trabajadores en plantilla y con 11 millones de beneficio neto al cierre del año anterior. El grupo había experimentado una evolución espectacular desde sus inicios en 1999, cuando fue creada para suministrar en exclusiva productos cárnicos a M...Starting at €8.20
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Zadisa: El problema de la falta de espacio en el almacén
Garrido Martinez, Enrique; Vidal, AnyluCase IIST-PI-137Entrepreneurship, Service and Operations Management, StrategyZadisa, distribuidora y comercializadora de cerveza y bebidas en la zona de Zaragoza, recibe una propuesta por parte de uno de sus proveedores para integrarse a nivel logístico, de almacenaje y oficinas. La propuesta requería disponer de espacio para almacenaje de snacks, de servicio técnico y PLV y para uso de oficinas. Aceptarla significaba abrir nuevas líneas en un negocio centrado principalmente en la distribución de bebidas. Era la puerta de...Starting at €8.20
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Zadisa: El problema de la falta de espacio en el almacén (B)
Garrido Martinez, Enrique; Vidal, AnyluCase IIST-PI-138Entrepreneurship, Service and Operations Management, StrategyEl caso B cuenta cuál fue su decisión y plantea la posibilidad de si conviene o no invertir algo más y comprometer más gasto de operación para conseguir más espacio en el almacén.Starting at €5.74
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Zadisa: El problema de la falta de espacio en el almacén - Nota del instructor
Garrido Martinez, Enrique; Vidal, AnyluTeaching Note IIST-PINT-137Entrepreneurship, Service and Operations Management, StrategyZadisa, distribuidora y comercializadora de cerveza y bebidas en la zona de Zaragoza, recibe una propuesta por parte de uno de sus proveedores para integrarse a nivel logístico, de almacenaje y oficinas. La propuesta requería disponer de espacio para almacenaje de snacks, de servicio técnico y PLV y para uso de oficinas. Aceptarla significaba abrir nuevas líneas en un negocio centrado principalmente en la distribución de bebidas. Era la puerta de...Starting at €0.00
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Truth Number 3: It's Not Your Employees' Fault--How to Design a Customer Service Model That Doesn't Depend on Heroes
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8924BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Getting Bigger: Customer Service Mastery--A Stepping-Stone to Business Growth
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8931BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Truth Number 1: You Can't Be Good at Everything--How to Make the Right Trade-Offs to Deliver Exceptional Customer Service
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8922BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20