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Mary Kay China: People and Love
Jean Lee; Liman Zhao; Yunting LuCaso IVEY-9B17C006-EDirección estratégica, Liderazgo y Dirección de personasMary Kay (China) Cosmetics Co., Ltd. (Mary Kay China) was one of China’s leading direct-enterprises in skincare products and cosmetics. In September 2015, the president of Mary Kay China was considering how best to continue to grow the company in the face of increasing e-commerce. The parent company and all its subsidiaries ascribed to the mission of enriching women’s lives; its guiding principles emphasized relationships and connections between ...Desde 8,20 €
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Alibaba Group's Corporate Values
Jean Lee; Rebecca Chung; An JingCaso IVEY-9B15C010-EDirección estratégica, Liderazgo y Dirección de personasA merchant fraud scandal threatened Chinese e-commerce group, Alibaba Group, endangering its positioning, corporate values, reputation, brand strength, share price value and performance. It compromised Alibaba’s leaders’ credibility and the public’s perception of the trustworthiness of Internet-based trading. In the fallout of the scandal, two talented executives were accused of negligence. The board of directors had to decide how to respond to t...Desde 8,20 €
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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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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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Managing Service Operations
Buell, Ryan W.Nota del Instructor HBS-620090-EServicios y operacionesDesde 0,00 €
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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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Transforming Customer Engagement in Service Operations
Buell, Ryan W.Nota del Instructor HBS-620089-EServicios y operacionesDesde 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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Improving Access at VA, Teaching Note
Buell, Ryan W.; Huckman, Robert S.Nota del Instructor HBS-618052-ETecnologías de la informaciónTeaching note for case 617012.Desde 0,00 €