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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Living on the Razor's Edge (Spanish version)
Wasserman, NoamCase HBS-813S11EntrepreneurshipDescribes the issues facing a founder-CEO regarding building a board of directors, assembling an executive team, managing tension between co-founders, and outsourcing system development work.Starting at €8.20
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From Blogger to Odeo (B) (Spanish version)
Wasserman, Noam; Maurice, LPCase HBS-814S07EntrepreneurshipThis case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details. For several months, founder-CEO Evan Williams has felt trapped, unable to control Odeo and its strategic direction. He longs for the "simple" days of Blogger, the previous venture he had co-founded. Although his Blogger experie...Starting at €5.74
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Ockham Technologies (B): Building the Board (Spanish Version)
Wasserman, NoamCase HBS-814S11EntrepreneurshipDescribe los problemas que enfrenta el fundador-director general en relación con la construcción de un tablero, el montaje de un equipo ejecutivo, la gestión de tensión entre los co-fundadores, y la externalización de trabajo de desarrollo.Starting at €5.74
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Founder-CEO Succession at Wily Technology (Spanish version)
Wasserman, Noam; McCance, HenryCase HBS-815S03EntrepreneurshipBefore he accepts the new CEO position, Dick Williams wants founder Lew Cirne to step down as chairman. While considering Williams' incredible demand, Cirne reflects on everything he has already given up to get Wily Technology to this point. He agreed to step down as CEO and take what could be a largely symbolic CTO title. He also agreed to give Williams roughly as much equity as he himself owned and far more in salary. As the founder, CEO, and c...Starting at €8.20
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When Does Leadership Matter: A Contingent Opportunities View of CEO Leadership
Wasserman, Noam; Anand, Bharat N.; Nohria, NitinBook Chapter HBS-6122BC-ELeadership and People ManagementTo what extent does leadership influence organizational performance? In this chapter, Noam Wasserman, Bharat Anand, and Nitin Nohria try to provide a balanced answer to this question. Replicating the variance partitioning method used by Stanley Lieberson and James O'Connor in their 1972 study on leadership and organizational performance, they analyze the performance of more than 500 publicly held U.S. companies (across 42 industries) over a 20-ye...Starting at €8.20