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HBSP (USA)
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Psychology of Waiting Lines (Spanish version)
Maister, David H.Case HBS-607S03Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice.Starting at €8.20
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Walk-In Clinic (Spanish version)
Maister, David H.; Doyle, Shauna; Pigneri, RoccoCase HBS-603S03The walk-in clinic for general outpatient care at a major university experiences complaints about excessive waiting times. The system is changed to provide for initial screening of arriving patients in order to route them to appropriate health care providers. The administrator of the clinic must appraise the new system and decide what further changes to make.Starting at €8.20
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Francis, Berther and Alfreed (Spanish Version)
Maister, David H.; Foote, John P.; Doyle, ShaunaCase HBS-606S01Service and Operations ManagementEn una gran agencia de publicidad, una campaña para una cuenta importante desarrolla problemas en el último minuto, y la campaña debe ser rehecho. El supervisor de la dirección debe determinar lo que salió mal, quién era el culpable, y qué hacer al respecto.Starting at €8.20
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How to Avoid Getting Lost in the Numbers (Spanish version)
Maister, David H.Case HBS-612S06Service and Operations ManagementProvides some hints and tips to students who encounter difficulty in performing quantitative analyses of case studies. Describes how to approach the numbers and suggests devices they can use to overcome their problems.Starting at €8.20
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When Consultants and Clients Clash (HBR Case Study and Commentary)
Kesner, Idalene F.; Fowler, Sally; Rau, John; Fombrun, Charles. J.; Schaffer, Robert H.; Maister, David H.Article HBS-97605-EKnowledge and CommunicationThis fictitious case study by Idalene F. Kesner, the Frank P. Popoff Professor at Indiana University, and Sally Fowler, assistant professor at Victoria University, explores the issues that arise when the wires get crossed between a team of consultants and their key client. The client is the CEO of a newly-merged company; the consultants have been hired to help knit together the two former companies' policies and cultures. Unfortunately, the clien...Starting at €8.20