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Supplementary Case

Bluestel (B): solucionando problemas a través de la identificación de conocimientos

By Castellote R. / Munoz-Seca, Beatriz

Este caso complementa el Bluestel (A) y presenta los momentos de la verdad críticos del servicio y los problemas que se originan. Igualmente, muestra la causa de estos problemas con el uso de la técnica Ishikawa. El objetivo del caso es cruzar conocimientos que se han hallado en Bluestel (A) con las causas para obtener acciones de mejora.

Collection: IESE (España)

Ref: P-1062

Format: PDF

Number of pages: 5

Publication Date: Nov 4, 2003

Language: Spanish

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Description

Year: 2003

Geographic Setting: España

Learning Objective

Mostrar cómo realizar una base de conocimientos y su utilización para la mejora del servicio.

Bluestel (B): solucionando problemas a través de la identificación de conocimientos

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Bluestel (B): solucionando problemas a través de la identificación de conocimientos

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Bluestel (B): solucionando problemas a través de la identificación de conocimientos

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