Search results
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Service With a Very Big Smile (Spanish version)
Harvard Business ReviewArticle HBS-F0705CService and Operations ManagementNew research confirms that the bigger the employees' smiles, the happier the customers.Starting at €8.20
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How Machines Learn (And You Win)
Harvard Business ReviewArticle HBS-F1511Z-EService and Operations ManagementA decision tree demonstrates how one cable company might spot service defectors early. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its effectiveness.Starting at €8.20
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Smarter, Smaller, Safer Robots
Harvard Business ReviewArticle HBS-F1511A-EService and Operations ManagementA new generation of adaptive robots are creating new efficiencies for manufacturers and changing how companies build things, including factory floors themselves. And the robots are far more collaborative than their predecessors, enhancing engagement and job satisfaction among their human colleagues. New research headed by MIT's Julie Shah highlights the advantages of the new robots, showing that they have made manufacturing automation a less extr...Starting at €8.20
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"Sorry" Is Not Enough
Harvard Business ReviewArticle HBS-F1801A-EService and Operations ManagementThe first rule of customer service--when something goes wrong, apologize--can backfire. New research based, uniquely, on videos of actual customer interactions shows that after a point, apologies only heighten unhappy customers' frustration. Employees should worry less about displaying empathy and instead focus on creative, energetic attempts to solve the problem at hand.Starting at €8.20
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The Double Advantage of Public-Private Partnerships
Berrone, Pascual; Ricart, Joan Enric; Ferradans, Hugo; Rodríguez, Miguel; Salvador, Jordi; Tadelis, Steven; Vives, XavierDossier DOS-34-EFinance, Service and Operations Management, StrategyThe opportunities for value creation double with PPPs. This dossier will help you ace the game.Starting at €15.00
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Cómo optimizar los procesos de compra
Tadelis, StevenArticle ART-3053Economics, Service and Operations ManagementEn los grandes proyectos de infraestructuras, los contratos y mecanismos habituales de compra del sector público pueden dar problemas de diferente índole, desde sobrecostes hasta retrasos. Tras analizar los tipos de contratos, incentivos y procedimientos de adjudicación, el autor propone cuatro pasos para que Administraciones Públicas y proveedores privados maximicen las ventajas y mitiguen los riesgos durante la negociación de contratos de marge...Starting at €8.20
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Smoothing the Procurement Process
Tadelis, StevenArticle ART-3053-EEconomics, Service and Operations ManagementIn large, complex infrastructure projects, problems can arise from the common approaches of the public sector to contracting and award procedures. The rationale underlying contracts and award mechanisms of public procurement processes can lead to cost overruns and project delays. To avoid problems in the procurement of goods and services, the author analyzes the various factors at play with regard to contract types, incentives and the award proce...Starting at €8.20
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Is Your Supply Chain Sustainable
Harvard Business ReviewArticle HBS-R1010G-EService and Operations ManagementMembers of the HBR Advisory Council share their insights on the sustainability performance of their company's supply chains. Many say they feel hindered by forces beyond their control, such as cost, complexity, lack of information and know-how, and the sense that customers and investors are not deeply concerned about sustainability issues. And they overwhelmingly cite financial concerns as the chief obstacle to sustainability innovation in their ...Starting at €8.20
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Stuff: When Less Is More
L-Dopa; Harvard Business ReviewArticle HBS-F1503Z-EService and Operations ManagementToday we use far fewer materials to get the same things done--manufacture a PC, for instance, or produce a ton of steel. But with that efficiency has come an exponential increase in overall demand for resources. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its effectiveness.Starting at €8.20
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The Case Against Long-Term Incentive Plans
Harvard Business ReviewArticle HBS-F1610A-EService and Operations ManagementDespite their popularity, pay-for-performance incentives haven't worked as well as proponents had expected. Research by Alexander Pepper, of the London School of Economics, identifies four reasons why: (1) Executives are more risk-adverse than financial theory suggests, so they don't see the at-risk portion of their pay packages as very valuable. (2) They discount heavily for time, so they don't assign much worth to long-term incentives. (3) They...Starting at €8.20