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304 items were found using the following search criteria
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Taco Bell--1994 (Spanish version)
Schlesinger, Leonard A.; Votroubek, DenaCase HBS-616S03Service and Operations ManagementTaco Bell CEO, John Martin, boldly proclaims a growth goal of 200,000 points of access by the year 2000 (the company had approximately 3,600 in 1991). To realize such growth, Martin embraces a philosophy of continual change. The implications for Taco Bell are dramatic changes in organizational structure, culture, human resources, technology, and communications. In redefining its market and "thinking outside the box" in all aspects of its business...Starting at €8.20
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Are Incentives Enough? (Spanish version)
Baker, George P.; Monsler, Karin B.Case HBS-409S02Leadership and People ManagementA compensation case about Visionary Design Systems (VDS), a small, high-tech full service systems integration firm based in Silicon Valley with eleven offices throughout the country. All employees, including engineers, administrators, and receptionists, received a significant portion of their income from commissions and bonuses, and all were shareholders. The company espoused a philosophy of empowerment, under which all employees were given subst...Starting at €8.20
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How Do You Grow a Premium Brand? (HBR Case Study and Commentary)
Maruca, Regina Fazio; Campbell, William; Dolan, Robert J.; Hersh, Anita K.; Farquhar, Peter H.; Aaker, David A.; Shelman, MaryArticle HBS-95205-EService and Operations ManagementGordon Johnston has taken his elite health-club concept from the germ of an idea to the pinnacle of success. But the most difficult decision in managing his company lies ahead. Gordon must figure out how to lead Transition fitness clubs into the next phase. In each of the 15 years since Transition's flagship club opened in New York City, its sales have doubled. The company boasts fitness trainers handpicked by Olympic medalists, health-conscious ...Starting at €8.20
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Process Fundamentals (Spanish version)
Gray, Ann E.; Leonard, JamesCase HBS-606S36Service and Operations ManagementThis note provides an introduction for a course or module covering the basic elements of production or service operations and how processes are managed. Begins by discussing the activities that take place in a "process." Analysis tools such as the process flow diagram are provided. The types of management choices involved in designing, operating, and improving processes are described. Measures of process performance and basic process analysis are...Starting at €8.20
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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
Iacobucci, Dawn; Jones, Thomas O.; Bitner, Mary Jane; Bitner, Mary Jo; Hanselman, Eric; Swan, Christopher A.; Swartz, Teresa A.; Capatosto, TerriArticle HBS-96106-EService and Operations ManagementIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine...Starting at €8.20
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Deutsche Allgemeinversicherung (Spanish version)
Upton, David M.Case HBS-603S09Service and Operations ManagementDescribes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services.Starting at €8.20
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NYPD New (Spanish version)
Heskett, James L.Case HBS-304S01Police Commissioner Bratten and his staff have led a process designed to create a results-oriented police department from one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasing emphasis on productivity as well as a reduction in crime.Starting at €8.20
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NYPD New
Heskett, James L.Case HBS-396293-EService and Operations ManagementPolice Commissioner Bratten and his staff have led a process designed to create a results-oriented police department from one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasinStarting at €8.20
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Professional Services, Module One: Introduction to the Challenges Facing PSFs
DeLong, Thomas J.; Nanda, Ashish; Landry, ScotCase HBS-801007-EService and Operations ManagementThis initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side.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