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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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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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Souk El Tayeb: The Good Food Market in Lebanon
Dima Jamali; Haitham KhouryCaso IVEY-9B11M111-EDirección estratégica, Iniciativa emprendedora, Liderazgo y Dirección de personasSouk el Tayeb, Lebanon’s first weekly farmers’ market, and Tawlet, a farmers’ restaurant — the former adopting the legal structure of an NGO and the latter being an income-generating company — were joined by one vision to “celebrate food and traditions that unite communities and support small-scale farmers and producers and a culture of sustainable agriculture.” Souk el Tayeb’s founder, Kamal Mouzawak, first launched Souk el Tayeb in May 2004 in ...Desde 8,20 €
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Sustainability in the Arab World: The Aramex Way
Dima Jamali; Cedric DawkinsCaso IVEY-9B11M060-EDirección estratégica, Iniciativa emprendedora, Liderazgo y Dirección de personasIn 1982, Fadi Ghandour founded Aramex, a leading provider of logistics and transportation solutions with headquarters in Amman, Jordan. From its early inception, Ghandour strategically included principles and practices of corporate social responsibility (CSR) and sustainability in the company’s culture in order to align business interests and competence with stakeholders’ needs. The community and environment were regarded as key stakeholders driv...Desde 8,20 €
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Digital Opportunity Trust's Business Model for Social Enterprise Work
Dima Jamali; Bijan AzadCaso IVEY-9B13M035-EDirección estratégica, Iniciativa emprendedoraA social enterprise organization, whose mission is to battle poverty and gender discrimination through providing access to technology, is faced with the prospect of losing some or all of its government funding in a time of global recession. Under the legal structure of a non-governmental organization, Digital Opportunity Trust has partnered with large corporations and other organizations and established a local presence in disadvantaged areas. It...Desde 8,20 €
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Partnership for Lebanon and Cisco Systems: Promoting Development in a Post-war Context
Dima JamaliCaso IVEY-9B11M050-EDirección estratégicaThe project manager of the Partnership for Lebanon (PFL) and Cisco Systems’s regional director of corporate affairs for the Middle East and Africa met in September 2009, three years after the PFL was first initiated. The meeting primarily revolved around the challenge of sustainability and what useful suggestions they could put forward to their partners to ensure that the projects initiated through the PFL were not dependent on the continuous inv...Desde 8,20 €