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374 items were found using the following search criteria
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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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Mrs. Fields Cookies (Spanish version)
Cash, James I., Jr.; Ostrofsky, KeriCase HBS-114S08Information TechnologiesMrs. Fields Cookies is a small company selling freshly baked goods through privately owned specialty stores (each store sells only Mrs. Fields products). The company has about 8,000 employees worldwide and less than 150 information systems people for a unique leverage of MIS resources. The company uses information systems extensively in its processing, communications, and other management functions, including operations of the stores and hiring s...Starting at €8.20
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Kanthal (A) (Spanish version)
Kaplan, Robert S.Case HBS-106S08Accounting and Controlthose who buy standard products in large predictable quantities with minimal demands on technical resources.Starting at €8.20
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The Money Back Guarantee (A) (Spanish version)
Hart, Christopher W.L.Case HBS-604S08Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.Starting at €8.20
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The Transit Point Experiment (Spanish version)
Hammond, Janice H.; Kelly, MauraCase HBS-615S09Service and Operations ManagementMerloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory, the company conducts a "transit point" experiment. Each day, a truckload of products from the company's central warehouse is sent to Milano, where it is immediately transferred to ...Starting at €8.20
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Case of the Complaining Customer (HBR Case Study and Commentary)
Finkelman, Dan; Goland, Tony; Schlesinger, Leonard A.; Nemeroff, Dinah; Zemke, Ron; Moller, ClausArticle HBS-90304-EService and Operations ManagementShortly after installing a new computer system designed to provide quick and accurate service, the president of Presto Cleaner received an angry letter from a customer whose laundry had been lost by the system. The case study looks at the questions: How much service does a company or store owe a customer? Is the customer always right? In 90304 and 90316, four authorities on customer service--Leonard A. Schlesinger, associate professor at the Harv...Starting at €8.20
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The JIT II Program (A) (Spanish version)
Shapiro, Roy D.; Isaacson, BruceCase HBS-610S11Service and Operations Management1) which planning and ordering activities should be performed by Bose and which can be performed by vendors, 2) how much access vendors should have to Bose computer systems and facilities, and 3) how to adapt vendor relations as the company grows or as markets change. Students are asked to consider both the buyer's and the vendor's perspective on the buyer-seller relationship.Starting at €8.20
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Ecolab, Inc. (Spanish version)
Nanda, AshishCase HBS-319S29StrategyBy 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company's principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab's offerings. Should Ecolab's sales personnel continue to focus on building relationships first and worrying about numbers only later? Or has the time come to change the firm's approach? Even as Schum...Starting at €8.20
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Rob Parson at Morgan Stanley (D) (Spanish version)
Burton, M. DianeCase HBS-403S29Leadership and People ManagementTeach this case online with new suggestions added to the Teaching Note. Supplements the (C) case.Starting at €5.74
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Rob Parson at Morgan Stanley (B) (Spanish version)
Burton, M. DianeCase HBS-403S27Leadership and People ManagementTeach this case online with new suggestions added to the Teaching Note. Supplements the (A) case.Starting at €5.74