Search results
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Process Control at Polaroid (A) (Spanish version)
Wheelwright, Steven C.; Bowen, H. Kent; Elliott, BrianCase HBS-606S22Service and Operations ManagementDescribes the initial efforts at a film production plant to shift from a traditional QC inspection mentality to a worker-based process control mentality. Students can prepare SPC charts, propose actions needed, and combine steps into an overall action plan.Starting at €8.20
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Reinventing Customer Service
Dixon, MatthewArticle HBS-R1806F-EService and Operations ManagementCustomer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that's making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem...Starting at €8.20
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New Balance Athletic Shoe, Inc. (Abridged)
Bowen, H. Kent; Huckman, Robert S.; Knoop, Carin-Isabel; Preble, MatthewCase HBS-613006-EService and Operations ManagementConsiders whether New Balance, one of the world's five largest manufacturers of athletic footwear, should respond to Adidas' planned acquisition of Reebok-a transaction that would join the second- and third-largest companies in the industry. Highlights the unique aspects of New Balance's strategy-focusing on fit and performance by offering long-lived shoes in a wide variety of widths and eschewing celebrity endorsement of its products-and discuss...Starting at €8.20
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Project Management Manual (Spanish version)
Bowen, H. KentCase HBS-603S11Service and Operations Management1) define and organize the project, 2) plan the project, and 3) track and manage the project. 12 processes are described in detail.Starting at €8.20
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Stop Trying to Delight Your Customers
Dixon, Matthew; Freeman, Karen; Toman, NicholasArticle HBS-R1007L-EService and Operations ManagementThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem. The Corporate Executive Board's Dixon and colleagues describe five...Starting at €8.20
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Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton (2004)
Bowen, H. Kent; Pancotto, MarceloCase HBS-608151-EService and Operations ManagementDr. Bradford Shingleton has developed some of the highest quality eye surgery techniques in the industry. He involves his nurses and technicians in creating a surgical service that is constantly improving. The case has many details about how Dr. Shingleton works with his staff and patients, and how the provider team focuses on patient care. A key measure of productivity for the surgery center is the time required in the operating room. Shingleton...Starting at €8.20
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New Balance Athletic Shoe, Inc. (Spanish version)
Bowen, H. Kent; Huckman, Robert S.; Knoop, Carin-IsabelCase HBS-609S04Service and Operations ManagementConsiders whether New Balance, one of the world's five largest manufacturers of athletic footwear, should respond to Adidas' planned acquisition of Reebok--a transaction that would join the second- and third-largest companies in the industry. Highlights the unique aspects of New Balance's strategy--focusing on fit and performance by offering long-lived shoes in a wide variety of widths and eschewing celebrity endorsement of its products--and disc...Starting at €8.20
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Natural Blends, Inc. (Spanish version)
Bowen, H. Kent; Jaikumar, Ramchandran; Krause, KarenCase HBS-613S03Service and Operations ManagementDescribes the continuous flow process used to generate orange juice concentrate. Production involves several tightly coupled process steps with varying production rates and setup times. Given production constraints and customer requirements, management choices must be made to maximize the greatest contribution.Starting at €8.20
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Kick-Ass Customer Service
Dixon, Matthew; Ponomareff, Lara; Turner, Scott; DeLisi, RickArticle HBS-R1701H-EService and Operations ManagementWhy are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors' surveys and interviews with contact center personnel worldwide suggest that companies don't hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive "Empathizers" const...Starting at €8.20
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Corning: 156 Years of Innovation
Bowen, H. Kent; Purrington, CourtneyCase HBS-608108-EService and Operations ManagementThe executive team at Corning has committed to double the rate of new business creation per decade, while at the same time growing the company's current businesses, including glass substrates for LCD displays. Their strategy, built on more than 150 years of successful innovation, is to invent "keystone components" which uniquely enable other companies' products and earn high margins from its proprietary technology. As part of the company's missio...Starting at €8.20