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Britishs Airways: Utilizar los sistemas de información para ofrecer un mejor servicio al consumidor
Sasser, W. Earl, Jr.; Klein, NormanCaso HBS-302S02Servicios y operacionesExplora los usos de la tecnología de escaneado, software interactivo, y bases de datos de gran alcance para ayudar a los representantes relación con el cliente en la resolución de quejas de los clientes. alianzas competitivas en los mercados internacionales se observan, pero la atención se centra en el compromiso que evoluciona a servicio al cliente y las medidas, la tecnología y la economía que entran en juego para recuperar los clientes que se ...Desde 8,20 €
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Novartis Pharmaceuticals Corp: Redefining Success in the U.S. (A)
Mukunda, Gautam; DeLong, Thomas J.; Sesia, AldoCaso HBS-415013-ELiderazgo y Dirección de personasOver the course of a tumultuous weekend in April 2010, Andr Wyss was put in charge of Novartis Pharmaceuticals Corporation (NPC), the U.S. sales and marketing subsidiary of Novartis Pharma AG. He was brought in at a critical point in the organization's evolution with a mandate to grow the specialty medications business; the skills and capabilities needed to market and sell specialty medications were considerably different than those required fo...Desde 8,20 €
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Southwest Airlines: In a Different World
Heskett, James L.; Sasser, W. Earl, Jr.Caso HBS-910419-EServicios y operacionesThis is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates and slots to initiate service to New York's LaGuardia airport, which does not fit the airline's profile for cost, ease of service, and other factors. The bigger issue is how the org...Desde 8,20 €
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Cynthia Carroll at Anglo American (A)
Mukunda, Gautam; Mazzanti, Lisa; Sesia, AldoCaso HBS-414019-ELiderazgo y Dirección de personasIn 2007, Cynthia Carroll, the newly-appointed chief executive of mining giant Anglo American, was considering shutting down mines in South Africa for safety reasons, namely worker fatalities. No company had ever done so before. Carroll felt that operating a company whose goal was anything less than "zero harm" (meaning no fatalities or serious injuries) was unacceptable. As the first woman and non-South African to lead the century-old company, ma...Desde 8,20 €