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163 items were found using the following search criteria
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Service With a Very Big Smile (Spanish version)
Harvard Business ReviewArticle HBS-F0705CService and Operations ManagementNew research confirms that the bigger the employees' smiles, the happier the customers.Starting at €8.20
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Service With a Very Big Smile
Harvard Business ReviewArticle HBS-F0705C-EService and Operations ManagementNew research confirms that the bigger the employees' smiles, the happier the customers.Starting at €8.20
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Back in Fashion: How We're Reviving a British Icon
Rose, StuartArticle HBS-R0705B-ELeadership and People ManagementBack in 1998, Marks & Spencer (M&S) was the first British retailer to reach a profit of 1 billion pounds. Just a few years later, profits were down to 145 million pounds, and the company's share price stood at two-thirds of its previous high. The problem, says CEO Stuart Rose, was that M&S lost sight of what had made it great for more than a century. In this first-person account, Rose explains that he was hired in the spring of 2004 to turn the c...Starting at €8.20
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Too Far Ahead of the IT Curve (HBR Case Study)
Glaser, John P.Article HBS-R0707X-EService and Operations ManagementPeachtree Healthcare has major IT infrastructure problems, and CEO Max Berndt is struggling to find the right fix. He can go with a single set of systems and applications that will provide consistency across Peachtree's facilities but may not give doctors enough flexibility. Or he can choose service-oriented architecture (SOA), a modular design that will allow Peachtree to standardize incrementally and selectively but poses certain risks as a new...Starting at €8.20
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Too Far Ahead of the IT Curve? (HBR Case Study and Commentary)
Glaser, John P.; Halvorson, George C.; Ford, Monte; Heffner, Randy; Kastor, John A.Article HBS-R0707A-EService and Operations ManagementPeachtree Healthcare has major IT infrastructure problems, and CEO Max Berndt is struggling to find the right fix. He can go with a single set of systems and applications that will provide consistency across Peachtree's facilities but may not give doctors enough flexibility. Or he can choose service-oriented architecture (SOA), a modular design that will allow Peachtree to standardize incrementally and selectively but poses certain risks as a new...Starting at €8.20
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Too Far Ahead of the IT Curve (HBR Case Commentary)
Glaser, John P.; Halvorson, George C.; Ford, Monte; Heffner, Randy; Kastor, John A.Article HBS-R0707Z-EService and Operations ManagementPeachtree Healthcare has major IT infrastructure problems, and CEO Max Berndt is struggling to find the right fix. He can go with a single set of systems and applications that will provide consistency across Peachtree's facilities but may not give doctors enough flexibility. Or he can choose service-oriented architecture (SOA), a modular design that will allow Peachtree to standardize incrementally and selectively but poses certain risks as a new...Starting at €8.20
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Face of Your Business: It's People, Not Software, That Build Customer Relationships
Pfeffer, JeffreyBook Chapter HBS-2525BC-EThis chapter offers advice about building and maintaining customer relationships that challenges conventional wisdom about the customer experience.Starting at €8.20
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How to Execute on the Promise of Customer Focus (Spanish version)
Gulati, RanjayArticle HBS-R0705Finformation sharing, division of labor, and decision making. Sometimes this involves replacing traditional silos with customer-focused ones, but more often it entails transcending existing boundaries. JLL has experimented with both approaches. Cooperation. Customer-centric companies, such as Cisco Systems, develop metrics for customer satisfaction and incentives that reward customer-focused cooperation. Most also shake up the power structure so ...Starting at €8.20
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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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I-Love-Stickers.com
John S. Haywood-Farmer; Kristyn EisenschmidCase IVEY-9B07D017-EEntrepreneurship, Service and Operations ManagementThe founder and president of I-Love-Stickers.com (ILS), a web-based sticker subscription service, was wondering how she could best continue to market the firm to increase subscriptions for all the sticker packs. Her final MBA exams, countless deadlines, the birth of her baby, and the June summer rush period for the business were all approaching rapidly. In addition to these concerns, she also planned to open a sushi restaurant in London later in ...Starting at €8.20