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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Caso HBS-619018-EServicios y operacionesIn August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers' needs - leading to low satisfaction scores, cancellation...Desde 8,20 €
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Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCaso HBS-418026-ELiderazgo y Dirección de personasDesde 8,20 €
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Managing Service Operations
Buell, Ryan W.Nota del Instructor HBS-620090-EServicios y operacionesDesde 0,00 €
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Operational Transparency
Buell, Ryan W.Artículo HBS-R1902H-EServicios y operacionesConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Desde 8,20 €
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Eden McCallum
Gardner, Heidi K.; Eccles, Robert G.Caso HBS-409060-ELiderazgo y Dirección de personasThis case illustrates the leadership and management challenges of starting a new firm based on a new business model and how success creates pressures that challenge the work/life balance which was one of the original goals of its two founders. The case also raises issues about the changing nature of careers and changing preferences people have for structuring their personal and professional lives.Desde 8,20 €
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The Overcommitted Organization
Mortensen, Mark; Gardner, Heidi K.Artículo HBS-R1705C-EBy assigning people to multiple teams at once, organizations can make more-efficient use of time and brainpower and do a better job of solving complex problems and sharing knowledge across groups. But competing priorities and other conflicts can make it hard for teams with overlapping membership to stay on track. Group cohesion often suffers, and people serving on several teams concurrently may experience burnout. Through extensive research and c...Desde 8,20 €
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Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Nota del Instructor HBS-620078-EServicios y operacionesTeaching note for case 616043.Desde 0,00 €
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Babcom: Opening Doors, Teaching Note
Buell, Ryan W.; Margolis, Joshua D.Nota del Instructor HBS-620088-ELiderazgo y Dirección de personasTeaching note for case 418026.Desde 0,00 €
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Bridgewater Associates (Multimedia Case), Teaching Plan
Polzer, Jeffrey T.; Gardner, Heidi K.Nota del Instructor HBS-413115-ETeaching Plan for 413702.Desde 0,00 €
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Transforming Customer Engagement in Service Operations
Buell, Ryan W.Nota del Instructor HBS-620089-EServicios y operacionesDesde 0,00 €