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HBSP (USA)
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Rapid Rewards at Southwest Airlines (Spanish version)
Frei, Frances X.; Hajim, CoreyCase HBS-605S22Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical customer--the case revolves around two c...Starting at €8.20
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Orient-Express Hotels (Spanish Version)
Frei, Frances X.; Hajim, CoreyCase HBS-608S29Service and Operations ManagementSe usa como parte del segundo módulo de un curso sobre Gestión de Servicio de Operaciones, que aborda el diseño de modelos de servicios sostenibles (606-031). Describe cómo una empresa hotelera y de ocio se presenta como un servicio de alta calidad a través de sus hoteles distintivos y trenes. Proporciona una oportunidad para aprender acerca de las prácticas de calidad inusuales de la compañía y pone en duda el uso incuestionable de prácticas bie...Starting at €8.20
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The Mitchell Family and Mitchells/Richards (Spanish Version)
Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A.Case HBS-610S23Service and Operations ManagementDescribe la sofisticación operativa una pequeña, de cadena de tiendas de lujo logrado a través del uso de la tecnología y el servicio al cliente "alto contacto". Una empresa de gestión familiar, Mitchell ha construido su éxito con una estrategia de servicio al cliente, conocido internamente como "abrazos". El término es engañosamente simple. mentiras verdaderas de éxito de la empresa en su mezcla de un ambiente cálido, orientado a otra cultura co...Starting at €8.20
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Transformation at the IRS (Spanish version)
Edmondson, Amy C.; Frei, Frances X.; Hajim, CoreyCase HBS-613S04Used as the capstone case for a course on Managing Service Operations (606-092). Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regardi...Starting at €8.20
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Commerce Bank (Spanish version)
Frei, Frances X.; Hajim, CoreyCase HBS-605S05Taught in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Commerce Bank has become one of the fastest growing banks in the country, despite having defied conventional wisdom about how to grow deposits. Banks historically have grown either by competing on deposit rates or through acquisitions that expand their deposit base. Commerce has the lowest deposit rates in ea...Starting at €8.20
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Celebrity Cruises, Inc.: A Taste of Luxury (Spanish Version)
Frei, Frances X.; Hajim, Corey; Hemphell, ChristianCase HBS-605S04Service and Operations ManagementSe imparte en el segundo módulo de un curso sobre Gestión de Servicio de Operaciones, que aborda el diseño de modelos de servicios sostenibles (606-031). Describe las complejas operaciones de la industria de los cruceros. Posicionada entre las líneas de cruceros de lujo y las líneas del mercado de masas, las luchas de famosos para encontrar maneras de crear lealtad de los clientes y aumentar la rentabilidad.Starting at €8.20