Search results
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Managing Queues in Bank Branches: BBVA Case (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-EService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Gestión de las colas en las oficinas bancarias: caso BBVA (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134Service and Operations ManagementLa parte (B) del caso presenta dos problemáticas concretas que permiten la aplicación de las pertinentes herramientas de análisis. En primer lugar, se trata de analizar el impacto en las esperas de los clientes de la ausencia temporal de empleados, y, en segundo lugar, de comparar el servicio ofrecido por empelados experimentados o principiantes.Starting at €5.74
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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Coopers & Lybrand in Hungary (B) (Spanish version)
Loveman, Gary W.; Hallowell, RogerCase HBS-620S03Service and Operations ManagementCoopers & Lybrand open an office in Hungary.Starting at €5.74
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Booz.Allen & Hamilton: Vision 2000 (Spanish Version)
Loveman, Gary W.; O'Connell, JamieCase HBS-302S07Service and Operations ManagementEn 1993, Booz.Allen & Hamilton abandonaron su estructura organizativa anterior, altamente local. Fue motivada por el deseo de servir a los clientes multinacionales de manera más eficaz y proporcionar mayor valor a los clientes con las empresas más localizada mediante la recopilación de las mejores prácticas de todo el mundo. Siguiendo un plan titulado Visión 2000, la firma creada unificó dotación de personal de piscinas basado en la industria y (...Starting at €8.20
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Lean Knowledge Work
Staats, Bradley R.; Upton, David M.Article HBS-R1110G-EService and Operations ManagementMany manufacturing companies and some service firms have reaped considerable benefits by applying variations of the Toyota Production System, a method for making operations "lean" through relentless efforts to increase quality and efficiency and eliminate waste. But conventional wisdom holds that lean principles don't lend themselves to knowledge work, which involves judgment and expertise, not the sorts of repetitive, easily specified tasks foun...Starting at €8.20
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Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (A) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-ZHService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Pal's Sudden Service-Scaling an Organizational Model to Drive Growth
Pisano, Gary P.; Gino, Francesca; Staats, Bradley R.Case HBS-916052-EService and Operations ManagementPal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's has been able to achieve excellent operating and financial performance. The case examines the challenges it potentially faces as it contemplates growing the chain significantly from t...Starting at €8.20
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Laura Ashley and Federal Express Strategic Alliance (Spanish Version)
Loveman, Gary W.; Anthony, Robert T.Case HBS-602S14Service and Operations ManagementEn un esfuerzo por mejorar su sistema de distribución global y por lo tanto mejorar el servicio al cliente en sus tiendas de todo el mundo, Laura Ashley entró en una alianza estratégica pionera con Federal Express Business Logistics Services. Bajo los términos de una asociación poco estructurada, Federal Express realiza las mismas actividades de almacenaje y distribución anteriormente manejados por Laura Ashley. La alianza es considerar innovador...Starting at €8.20