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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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Disruptive Innovation for Social Change (Spanish version)
Christensen, Clayton M.; Baumann, Heiner; Ruggles, Rudy; Sadtler, Thomas M.Article HBS-R0612EStrategyHow should executives think about corporate social responsibility? and Why is it that the billions of dollars invested in social sector institutions haven't begun to solve our basic problems? Both articles have smart, original things to say about how business leaders can make a real difference. A company that aligns its strategy with its CSR to invest in disruptive social sector innovations might change the world.Starting at €8.20
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What's the BIG Idea (A) (Spanish Version)
Christensen, Clayton M.; Anthony, Scott D.Case HBS-605S02Service and Operations ManagementCEO Michael Collins debe decidir si y cómo un proceso que desarrolló para la innovación en la industria de los niños podían puerto a través de otras industrias. El proceso se basa en las experiencias de Collins como inventor y como capitalista de riesgo, y se permitió a su empresa a ser un intermediario entre los inventores y empresas innovadoras de búsqueda. El proceso parece estar funcionando bastante bien en la industria de los niños y Collins...Starting at €8.20
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DuPont Kevlar: Commercializing a Miracle Fiber (Spanish Version)
Christensen, Clayton M.; McDonald, RoryCase HBS-608S24Service and Operations ManagementDescribe los esfuerzos de Dupont para construir mercados comerciales por su fibra milagro, Kevlar. Inicialmente, se trató de crear un mercado para cuerdas de neumáticos de Kevlar, principalmente debido a que su negocio para cuerdas de neumáticos existentes languidecía. Este mercado nunca se desarrolló, incluso después de Dupont pasó varios cientos de millones de dólares. Un reescrito versión de un caso anterior.Starting at €8.20
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What Are Business Models, and How Are They Built?, Module Note (Spanish version)
Christensen, Clayton M.; Johnson, Mark W.Case HBS-615S01Service and Operations ManagementStarting at €8.20
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Disruptive IPOs? WR Hambrecht & Co. (Spanish version)
Christensen, Clayton M.; Donovan, TaraCase HBS-619S17Strategyshould he accept a high profile client for his online Dutch auction IPO? Though it would be viewed as a real coup, what would accepting the business mean to WR Hambrecht? Should he seek other high profile clients like this, or should he try to work with those companies on lower profile financing activities like secondary offerings? Or perhaps he should work with companies that are too small to attract the attention of the big investment banks, w...Starting at €8.20