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ClearEyes Cataracts Clinic, Teaching Note
Shapiro, Roy D.; Morrison, Paul E.Nota del Instructor HBS-916504-EServicios y operacionesTeaching note for case 916503.Desde 0,00 €
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Delwarca Software Remote Support Unit, Teaching Note
Shapiro, Roy D.; Morrison, Paul E.Nota del Instructor HBS-913542-EServicios y operacionesTeaching Note for Product #913541Desde 0,00 €
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Comfort Class Transport: Does Customer Service Need an Overhaul, Teaching Note
Roberts, Michael J.; Morrison, Paul E.Nota del Instructor HBS-4377-EServicios y operacionesTeaching Note for Product #4377.Desde 0,00 €
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Comfort Class Transport: Does Customer Service Need an Overhaul
Roberts, Michael J.; Morrison, Paul E.Caso HBS-4374-EServicios y operacionesThe general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someo...Desde 8,20 €
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Delwarca Software Remote Support Unit
Shapiro, Roy D.; Morrison, Paul E.Caso HBS-913541-EServicios y operacionesDelwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical...Desde 8,20 €
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ClearEyes Cataracts Clinic (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Caso HBS-916S10Servicios y operacioneskeeping her physical facility as it is and extending office hours, or renting additional space within her current building. The first appears to be less disruptive to operations but risks alienating her workforce. The second is more disruptive to current operations during construction and will require more capital investment. This case is designed to be taught in a single class session with students who have practiced process analysis.Desde 8,20 €
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Delwarca Software Remote Support Unit (Spanish version)
Shapiro, Roy D.; Morrison, Paul E.Caso HBS-915S08Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical...Desde 8,20 €