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Recupera, S.A.
Pancorvo, JorgeCase PAD-P-C-343Service and Operations ManagementDardo López-Dolz, propietario del negocio y persona emprendedora, afronta varias decisiones para conseguir que su empresa siga creciendo. Sin embargo, la naturaleza del servicio parte de una anomalía de las transacciones de compraventa: un deudor que no cumple sus obligaciones según lo convenido. La demanda tiene un comportamiento irregular, con expedientes de cobranza que varían según cada caso, y con exigencias operativas distintas por cad...Starting at €8.20
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Technology and Human Vulnerability (Spanish version)
Turkle, Sherry; Coutu, Diane L.Article HBS-R0309BService and Operations ManagementFor most of the last 50 years, technology knew its place. It's very different today. Technology is not only ubiquitous but has become highly intrusive as well. On the Internet, people invent imaginary identities in virtual chat rooms. Children are growing up with interactive toy animals. If we want to be sure we'll like who we've become in 50 years, we need to take a closer look at the psychological effects of current and future technologies. The...Starting at €8.20
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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Escoger ganadores: una conversación con el director de MacArthur Fellows Program, Daniel J. Scolow
Socolow, Daniel J.; Coutu, Diane L.Article HBS-R0705HLeadership and People ManagementEn el mundo de los negocios, "creatividad" se ha convertido en la última moda. ¿Cómo atraer, nutrir y dirigir al pueblo de extraordinario talento que se van a plantear con el siguiente Lipitor, Sony Walkman, o iPod es un tema duradera entre los empresarios. A medida que el director del Programa de Becarios MacArthur, Daniel J. Socolow tiene una experiencia considerable con el proceso de erradicar a la creatividad. En esta conversación con el edit...Starting at €8.20
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Pilgrim Bank (B): Customer Retention (Spanish Version)
Frei, Frances X.Case HBS-605S19Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Spotting Patterns on the Fly: A Conversation with Birders David Sibley and Julia Yoshida (Spanish version)
Sibley, David; Yoshida, Julia; Coutu, Diane L.Article HBS-R0211BStrategyRecognizing and anticipating change in industry patterns is a core competence for companies today, allowing managers to capitalize on opportunities before they are apparent to others. Yet, companies are far from mastering how to recognize such patterns, especially at the strategic level, where information is usually less profuse and much less precise. Pattern recognition is not a new skill, though, at least not to people outside the business worl...Starting at €8.20