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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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Natura Cosmeticos, S.A. (Spanish Version)
Eccles, Robert G.; Serafeim, George; Heffernan, JamesCase HBS-415S07Accounting and ControlRodolfo Guttilla, Director de Asuntos Corporativos de Natura Cosm ticos S.A. (Natura), preparado para una reunión con los principales interesados para discutir el futuro de la información integrada en Natura. Una compañía de cosméticos con una marca fuerte, robusto crecimiento en los mercados nacionales e internacionales, con elevados precios y los márgenes, Natura fue constantemente clasificada como uno de los lugares preferidos para trabajar ...Starting at €8.20
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Desarrollando la matriz de materialidad en Telefónica
Eccles, Robert G.; Serafeim, George; Cano Escoriaza, AsunCase HBS-416S09Leadership and People ManagementTelefónica, una de las compañías de telecomunicaciones más grandes del mundo y con sede en España, ha sido la emisión de un informe de sostenibilidad corporativa desde el año 2002. En su informe de sostenibilidad 2011, la compañía incluyó una "matriz de materialidad", y fue uno de sólo cinco de los 97 empresas en España que produjeron un informe de sostenibilidad de ese año. El caso describe el propósito de la matriz de materialidad, la forma en ...Starting at €8.20
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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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Debería quedarme o irme (A)
Groysberg, Boris; Serafeim, George; Lin, Eric; Abrahams, RobinCase HBS-118S11Accounting and ControlFinanciera Alexi ejecutivo está considerando un cambio de trabajo. Será su asociación a largo hace con una empresa actualmente envuelto en un escándalo herido sus posibilidades en el mercado laboral? En el caso (A), Alexi y consultor ejecutivo de búsqueda Marguerite estrategias acerca de las oportunidades de carrera.Starting at €8.20
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Taco Bell, Inc. (1983-1994) (Spanish Version)
Applegate, Lynda M.; Schlesinger, Leonard A.; Delong, DavidCase HBS-303S37Knowledge and CommunicationDetalla las acciones de John Martin, recién nombrado director general, ya que lleva Taco Bell a través de una década de cambios incrementales y radicales. Al final del caso, las ventas totales del sistema dentro de Taco Bell, una cadena de restaurantes de comida rápida estilo mexicano y una división de PepsiCo, han crecido de $ 700 millones en 1983 a $ 3.9 mil millones en 1994, y la compañía está gestionando más de 10.000 EAT en restaurantes y un...Starting at €8.20
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New Project Don't Analyze--Act
Schlesinger, Leonard A.; Kiefer, Charles F.; Brown, Paul B.Article HBS-R1203R-EEntrepreneurshipIn a predictable world, getting a new initiative off the ground typically involves analyzing the market, creating a forecast, and writing a business plan. But what about in an unpredictable environment? The authors recommend looking to those who are experts in navigating extreme uncertainty while minimizing risk: serial entrepreneurs. These business leaders act, learn, and build their way into the future. Managers in traditional organizations can...Starting at €8.20
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Short-Termism: Don't Blame Investors
Brochet, Francois; Serafeim, George; Loumioti, MariaArticle HBS-F1206C-EExecutives often complain that investors' obsession with short-term returns forces them to make decisions that are bad in the long term. New research shows that it works both ways: Companies with a short-term orientation attract investors interested in short-term time frames.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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White-Collar Crime
Healy, Paul M.; Serafeim, George; Soltes, Eugene; Osmundsen, Erik; White, Mary JoArticle HBS-R1904B-EDespite efforts to crack down on illegal activity, crimes like fraud, bribery, embezzlement, and money laundering are rampant in corporations. What steps can leaders take to fix this growing problem? In "How to Scandal-Proof Your Company," HBS professors Paul Healy and George Serafeim argue that the cause of misconduct is not ineffective regulations or compliance systems. It's weak leadership and flawed corporate cultures, their research shows. C...Starting at €8.20