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Service Improvement: A Thousand Small Improvements
Munoz-Seca, BeatrizTechnical Note PN-494-EInnovation and Change, Service and Operations ManagementImplementing a "thousand small improvements" approach depends on three essential factors: desire, opportunity and method. Desire involves identifying what self-interested objective is being pursued. Opportunity refers to the physical and mental space needed for an idea to emerge and be put forward. Method is the structural support that helps people think about and come up with improvements. Without these three elements, it will be impossible to a...Starting at €8.20
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BCE Inc.: World's Largest LBO Deal in Jeopardy
Stephen R. FoersterCase IVEY-9B09N029-EFinanceIn November 2008, Bell Canada Enterprises Inc. (BCE) appeared to be on track to meet a December 2008 deadline to complete a $52-billion privatization deal. A consortium had previously submitted a winning leveraged buyout (LBO) bid that was estimated to add around $32 billion in debt to the company. Mere days before the deal’s termination date, BCE executives were stunned to hear that KPMG auditors advised that the deal was in jeopardy of collapse...Starting at €8.20
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New Features Demand
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-489-EService and Operations ManagementNew Features Demand is a new activity for the firm's service operational structure. Its purpose is to unleash all the potential in the agent-client service encounter. This will translate into new services or new service features. Companies can benefit greatly from their service workforce by extracting new ideas that can help them improve their competitive advantage. This note describes observation and active listening as the two main techniques t...Starting at €8.20
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The National Institute of Performing Arts and Music (INAEM)
Munoz-Seca, Beatriz; Riverola, JosepCase P-1129-EInnovation and Change, Service and Operations ManagementThe case describes the challenges that Miguel Ángel Recio, director-general of the National Institute of Performing Arts and Music (Instituto Nacional de las Artes Escénicas y de la Música, INAEM) must overcome to introduce a 21st-century approach to operations. The INAEM is a public institution with 14 affiliated units, from the Teatro de la Zarzuela (TZ) to the Spanish National Orchestra and Choir (OCNE). The case is presented mainly through a ...Starting at €8.20
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A Model for Configuring Operations in Service Companies
Munoz-Seca, BeatrizTechnical Note PN-495-EService and Operations ManagementThis note presents the Service Problem Driven Management (SPDM) model for the overall configuration of operations in service companies. SPDM is an integrative approach that helps managers classify and order the measures that need to be taken to ensure that operations are fully in line with company strategy. A distinguishing feature of SPDM is the use of knowledge, which is integrated in the overall operations scheme. SPDM encompasses measures tak...Starting at €8.20
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Estimating Walmart's Cost of Capital
Stephen R. FoersterCase IVEY-9B19N011-EFinanceIn March 2019, two senior managers attending an executive education program had been assigned the task of applying their learnings from readings in order to estimate the costs of capital for Walmart Inc. (Walmart). They also needed to discuss why the cost of capital was such an important topic. The managers had with them background information, including a recent Walmart balance sheet and income statement; a U.S. Department of Treasury yield curv...Starting at €8.20
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Overview of Service Design in the Performing Arts
Munoz-Seca, Beatriz; Rodriguez, MartaTechnical Note PN-479-EService and Operations ManagementThis technical note intends to provide an overview of the existing studies on service design in the performing arts, which are mainly focused on the world of theater, as well as some practical cases to find out what issues should be approached or examined more deeply in further research.Starting at €8.20
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Unlocking Value At CSX: Responding to Requests from Mantle Ridge
Stephen R. Foerster; Ken MarkCase IVEY-9B18N002-EFinanceIn 2017, hedge fund Mantle Ridge acquired less than 5 per cent of the stock of CSX Corporation (CSX) and made demands for board representation as well as the installation of a new chief executive officer (CEO) of CSX. This new CEO had abruptly resigned from Canadian Pacific (CP) and joined forces with Mantle Ridge at the time the fund announced its activist position in CSX. On February 14, 2017, CSX management announced a special meeting and shar...Starting at €8.20
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A Brief Introduction to Museums
Marco, Elvira; Herrero, Quionia; Munoz-Seca, Beatriz; Riverola, JosepTechnical Note PN-445-EKnowledge and Communication, Service and Operations ManagementHistorically, museums in Europe were developed by the social elite, and many have their origins in royal collections which were not open to the public. However, during the nineteenth century, they began to open their doors to visitors, a move conceived as a means of helping to educate the masses. During the last third of the twentieth century, the role that museums played in society evolved: they went from being places for the display, preservati...Starting at €8.20
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Lenovo Group Limited - A Good Investment for the Fund
Craig Dunbar; Stephen R. Foerster; Ken MarkCase IVEY-9B13N017-EFinance, StrategyA portfolio manager for Penhall Investment Funds was reviewing the financial data his team had prepared on Lenovo Group Limited (Lenovo), one of the major holdings in Penhall’s Global fund. Lenovo wanted to become more than just the largest manufacturer of PCs by volume. It aimed to become a leader in other devices, such as smartphones and tablets, and it was focusing on innovation as a key capability. The portfolio manager was impressed by Lenov...Starting at €8.20