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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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Business Intelligence Software at SYSCO (Spanish version)
McAfee, Andrew; Wagonfeld, Alison BerkleyCase HBS-606S16Service and Operations ManagementThe large food service company SYSCO has decided to purchase business intelligence (BI) software, a technology intended to provide superior monitoring and analysis capabilities. Twila Day, assistant vice president of technology and applications, is in charge of the BI project and must determine exactly how much software to buy. She must also plan the BI implementation throughout the company. After conferring with Business Objects, the BI applicat...Starting at €8.20
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Dubai Ports Authority (A) (Spanish Version)
McAfee, Andrew; Ooms-Wall, Karen; Al Qasimi, LubnaCase HBS-608S08Service and Operations ManagementLos Dubai Ports Authority (DPA) desea digitalizar muchos de los documentos que comparte con sus socios externos, incluyendo el envío de líneas y agentes, comerciantes y autoridades aduaneras del país. DPA también desea automatizar las muchas transmisiones de documentos relacionados con manifiestos de embarque. En el momento de la causa, la industria del transporte marítimo en todo el mundo se caracteriza por bajos niveles de automatización, la pr...Starting at €8.20
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Prediction Markets at Google (Spanish version)
Coles, Peter A.; Lakhani, Karim R.; McAfee, AndrewCase HBS-612S12Information TechnologiesIn its eight quarters of operation, Google's internally developed prediction market has delivered accurate and decisive predictions about future events of interest to the company. Google must now determine how to increase participation in the market, and how to best use its predictions.Starting at €8.20
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Moore Medical Corp. (Spanish version)
McAfee, Andrew; Bounds, GregoryCase HBS-606S13Service and Operations ManagementMoore Medical is a medium-sized distributor of medical supplies to practitioners, such as podiatrists and emergency medical technicians. At the time of the case, it has relied on traditional customer channels such as catalogs, phones, and faxes to communicate product offerings, promotions, and availability, and to take orders. It is now attempting to shift to a "bricks and clicks" distributor with a strong Internet presence. It has already made s...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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New Approaches to Old Problems: Expanding the Universe of Interpersonal Ties with Emerging Internet Applications
McAfee, AndrewBook Chapter HBS-5576BC-EWith the advent of Internet connectivity, the tendency to focus only on strongly tied colleagues within enterprises has given way to a broader and more useful perspective. The ability to form, maintain, and exploit more casual ties, and the ability to convert potential ties into actual ones are hugely valuable assets, both to individuals and to the enterprises in which they work. Indeed, many analysts have found that the greatest value of the Web...Starting at €8.20