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Truth Number 1: You Can't Be Good at Everything--How to Make the Right Trade-Offs to Deliver Exceptional Customer Service
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8922BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Begin with Trust
Frei, Frances X.; Morriss, AnneArticle HBS-R2003H-EKnowledge and Communicationauthenticity, logic, and empathy. People tend to trust you when they think they are interacting with the real you (authenticity), when they have faith in your judgment and competence (logic), and when they believe that you care about them (empathy). When trust is lost, it can almost always be traced back to a breakdown in one of these three drivers. This article explains how leaders can identify their weaknesses and strengths on these three dime...Starting at €8.20
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Parmalat Uruguay (B)
Marshall, Paul W.; Herrero, Gustavo A.Case HBS-807119-EEntrepreneurshipSupplements the (A) case. To maximize their effectiveness, color cases should be printed in color. An abstract is not available for this product.Starting at €5.74
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Tetra Pak Argentina
Khanna, Tarun; Palepu, Krishna G.; Herrero, Gustavo A.Case HBS-708402-EStrategyDeals with the hands-on management of a difficult situation facing the subsidiary of a multinational corporation (Tetra Pak) in a developing country (Argentina). The situation arises from a major economic, social, and institutional breakdown that jeopardizes the subsidiary's existence. Argentina defaulted on it sovereign debt and devalued the peso by over 200%, but it differentiated the treatment of the FX rate to be applied to various transactio...Starting at €8.20
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Stop Holding Yourself Back
Morriss, Anne; Ely, Robin J.; Frei, Frances X.Article HBS-R1101P-ELeadership and People ManagementPeople overemphasize personal goals, protect their public image, turn their competitors into two-dimensional enemies, go it alone instead of soliciting support and advice, and wait for permission to lead. Troy, a customer service manager, endangered his job and his company's reputation by focusing on protecting his position, not helping his team; when a trusted friend advised him to change his behavior, the results were striking. Anita's insiste...Starting at €8.20
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Parmalat Uruguay (A)
Marshall, Paul W.; Herrero, Gustavo A.Case HBS-807103-EEntrepreneurshipTo maximize their effectiveness, color cases should be printed in color. Three young MBAs create a partnership to acquire the assets of Parmalat in Uruguay. Focuses on their analysis prior to submitting a bid and their plan for improving the operations once their bid is accepted. In addition to improving operations, they must negotiate with creditors to reduce the debt burden on the company.Starting at €8.20
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Farmland Investing: A Technical Note
Goldberg, Ray A.; Segel, Arthur I; Herrero, Gustavo A.; Terris, AndrewCase HBS-211022-EFinanceTo maximize their effectiveness, color cases should be printed in color. This note seeks to provide an overview of farmland investing; the investment thesis behind investing in agriculture, how and why investors would choose farmland, and the general risks and return characteristics of this asset class. In recent years, a growing number of individual and institutional investors have allocated a portion of their capital into agricultural farmland....Starting at €8.20
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Customer-Operator Letter Writing Exercise
Frei, Frances X.Case HBS-608126-EThe exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class. The collection can be compelling. Students are quick to sense which organizations value customer communications as meaningful operational input. They find highly instructive the frequ...Starting at €8.20
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Grupo ABC and Nizan Guanaes's Path from Brazil to the World
Kanter, Rosabeth Moss; Herrero, Gustavo A.; Reisen de Pinho, RicardoCase HBS-313095-EInternationally recognized Brazilian Nizan Guanaes, co-founder of Grupo ABC, a rapidly growing global advertising firm ranked 18th in 2011, had aspirations to be in the top 10 by 2015. Grupo ABC thrived by identifying national (Brazilian) challenges and incorporating them in creative messages. Guanaes steered the group toward thinking big while acting locally, tackling societal challenges and building partnerships, as he entered the world stage; ...Starting at €8.20
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The Four Things a Service Business Must Get Right
Frei, Frances X.Article HBS-R0804D-EService and Operations ManagementThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Many of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are valuable to service managers, they aren't sufficient for success. In this article, Harvard Business School's Frei e...Starting at €8.20