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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepTechnical Note PN-411-PBService and Operations ManagementThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Starting at €8.20
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Segmented Management of the Customer Base (Portuguese Version, Brazil)
Huete Gómez, Luis MaríaTechnical Note PN-450-PBService and Operations ManagementThis document contains ten keys to make segmented customer management a source of competitive advantage creation, and ten questions that allow diagnosing the degree of progress in the segmented management of the customer base.Starting at €8.20
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Factors that determine the quality of service given by businesses (Portuguese Version, Brazil)
Huete Gómez, Luis MaríaTechnical Note PN-355-PBService and Operations ManagementStarting at €8.20
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Healy Hudson: e-Sourcing Solutions (Portuguese Version, Brazil)
Sachon, MarcCase P-1019-PBInformation Technologies, Service and Operations ManagementBased in Munich, Bavaria, the company is a pioneer in the world of e-procurement. It has developed an online purchasing system for the Business-to-Business sector. In the fall of 2000 it is selling two e-commerce products: Impact Ordering and Impact Sourcing. The former is a simple electronic catalog ordering system; the latter is designed for the sourcing of complex goods.Starting at €8.20
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The Service Activity Sequence (SAS) (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizTechnical Note PN-481-PBService and Operations ManagementThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Starting at €8.20
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Key Elements of Flow, Time and Queue Management (Portuguese Version, Brazil)
Lago, Alejandro; Yankovic, Natalia; Moscoso, PhilipTechnical Note PN-496-PBService and Operations ManagementThis note describes the essentials and key elements of flow, waiting line and time management. It explains the reasons for so many waits (lines) in processes in practice and explains which elements executives can act on to reduce how long their customers wait.Starting at €8.20
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Fundamental Concepts and Parameters of Operations Management (Portuguese Version, Brazil)
Moscoso, Philip; Lago, Alejandro; Sachon, MarcTechnical Note PN-458-PBMarketingThis technical note introduces the fundamental parameters and terminology for analyzing an operations system from a general management perspective. The aim is to provide managers with the precise, practical terminology they need.Starting at €8.20
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Negotiation: The Process Of Solving Problems And Creating Value. Process (Portuguese Version, Brazil)
Pascale, Richard Tanner; Roure, JuanTechnical Note PN-370-PBService and Operations ManagementPart two focuses on analyzing the negotiation process in order to distinguish a series of phases that should be taken into account to enhance the process and achieve the desired results.Starting at €8.20
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Negotiation: The Process of Solving Problems and Creating Value. Principles (Portuguese Version, Brazil)
Pascale, Richard Tanner; Roure, JuanTechnical Note PN-369-PBService and Operations ManagementNegotiation, one way or another, is part and parcel of an executive's job. The term "negotiation" is usually associated with weighty issues such as collective bargaining agreements or buying and selling companies. However, the same kind of process also occurs in executives' everyday interactions with people both inside and outside of their organizations. Although executives cannot impose their own criteria on the latter, enlisting their cooperati...Starting at €8.20
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Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Brazil)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PBMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20