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Boost Your Employee OQ: Employee Ownership Leads to Increased Customer Satisfaction and Profitable Growth
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3829BC-EService and Operations ManagementBeyond satisfaction, loyalty, and commitment, employee owners experience real pleasure in their ability to deliver value to customers. They offer suggestions for improving the business and making it a better place to work, and they identify and recruit other high-potential employees. This chapter discusses the ways you can foster value and a sense of ownership for employees. This chapter is excerpted from "The Ownership Quotient: Putting the Ser...Starting at €8.20
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Investcorp and the Moneybookers Bid
Rhodes-Kropf, Matthew; Knoop, Carin-Isabel; Lietz, Nori GerardoCase HBS-811013-EEntrepreneurshipIn January 2007, Hazem Ben-Gacem, managing director and co-head of Investcorp Technology Partners (ITP), needs to decide what to bid at an auction for Moneybookers Limited, one of the top three e-payment solution providers in Europe. However, approximately 70% of Moneybookers revenues were related to transactions from online gaming sites (down from 100% in 2002). Although the thesis was that e-commerce transactions would soon make up a much large...Starting at €8.20
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Cataumet Boats, Inc., Teaching Note
Sasser, W. Earl, Jr.; Davis, MarkTeaching Note HBS-917510-EService and Operations ManagementTeaching note for case 917509.Starting at €0.00
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Cataumet Boats, Inc.
Sasser, W. Earl, Jr.; Davis, MarkCase HBS-917509-EService and Operations ManagementJaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that that her family's business, Cataumet Boats, which her grandparents started and which her mother and uncle now own, might benefit from applying APP concepts to identify the different ways they might schedule workers, which could be especially valuable during the peak demand sea...Starting at €8.20
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Innova Capital: The Transition, Teaching Note
Lerner, Josh; Lietz, Nori Gerardo; Shu, TerrenceTeaching Note HBS-819085-EEntrepreneurshipTeaching note for case 813064.Starting at €0.00
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Rackspace Hosting in Late 2000
Heskett, James L.; Sasser, W. Earl, Jr.Case HBS-808166-EEntrepreneurshipThe leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video clips describing the shift to a more customer-focused approach.Starting at €8.20
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Southwest Airlines: In a Different World, Teaching Note
Heskett, James L.; Sasser, W. Earl, Jr.Teaching Note HBS-910426-EService and Operations ManagementTeaching Note for 910419.Starting at €0.00
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Playa Dorada Tennis Club: Expansion Strategy, Teaching Note
Sasser, W. Earl, Jr.; Kazan, BrentTeaching Note HBS-4222-EService and Operations ManagementTeaching Note for 4221.Starting at €0.00
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Yale University Investments Office: February 2015 - Teaching Note
Lerner, Josh; Lietz, Nori Gerardo; Shu, TerrenceTeaching Note HBS-819094-EFinanceThis is a teaching note meant to aid in the use of "Yale University Investments Office: February 2015," HBS case 815-124.Starting at €0.00
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Build a Strong and Adaptive Ownership Culture
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3831BC-EService and Operations ManagementWhy is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adap...Starting at €8.20