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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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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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Cataumet Boats, Inc., Teaching Note
Sasser, W. Earl, Jr.; Davis, MarkNota del Instructor HBS-917510-EServicios y operacionesTeaching note for case 917509.Desde 0,00 €
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Cataumet Boats, Inc.
Sasser, W. Earl, Jr.; Davis, MarkCaso HBS-917509-EServicios y operacionesJaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that that her family's business, Cataumet Boats, which her grandparents started and which her mother and uncle now own, might benefit from applying APP concepts to identify the different ways they might schedule workers, which could be especially valuable during the peak demand sea...Desde 8,20 €
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Rackspace Hosting in Late 2000
Heskett, James L.; Sasser, W. Earl, Jr.Caso HBS-808166-EIniciativa emprendedoraThe leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video clips describing the shift to a more customer-focused approach.Desde 8,20 €
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Southwest Airlines: In a Different World, Teaching Note
Heskett, James L.; Sasser, W. Earl, Jr.Nota del Instructor HBS-910426-EServicios y operacionesTeaching Note for 910419.Desde 0,00 €
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Playa Dorada Tennis Club: Expansion Strategy, Teaching Note
Sasser, W. Earl, Jr.; Kazan, BrentNota del Instructor HBS-4222-EServicios y operacionesTeaching Note for 4221.Desde 0,00 €
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Build a Strong and Adaptive Ownership Culture
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeCapítulo de Libro HBS-3831BC-EServicios y operacionesWhy is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adap...Desde 8,20 €
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Allianz Turkey: Focus on the Customer (A)
Sasser, W. Earl, Jr.; Yucaoglu, GamzeCaso HBS-316093-EServicios y operacionesAt the age of 39, Solmaz Alt n took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost control. Consequently, customer satisfaction was suffering. Despite the growing Turkish economy and a favorable regulatory environment, Solmaz was struggling to grow the company without ...Desde 8,20 €
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Leverage Value Over Cost: Developing Customer and Employee Ownership
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeCapítulo de Libro HBS-3827BC-EServicios y operacionesOrganizations that foster customer and employee ownership gain an edge on the competition by designing their operating strategies and systems to leverage value over cost. They carefully align all the elements of the strategic value vision to create a unified, self-reinforcing enterprise focused on ownership-and in the process they achieve enviable margins. They pay particular attention to what the authors call "deep indicators," or key value leve...Desde 8,20 €