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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepNota técnica PN-411-PBServicios y operacionesThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Desde 8,20 €
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Segmented Management of the Customer Base (Portuguese Version, Brazil)
Huete Gómez, Luis MaríaNota técnica PN-450-PBServicios y operacionesThis document contains ten keys to make segmented customer management a source of competitive advantage creation, and ten questions that allow diagnosing the degree of progress in the segmented management of the customer base.Desde 8,20 €
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Factors that determine the quality of service given by businesses (Portuguese Version, Brazil)
Huete Gómez, Luis MaríaNota técnica PN-355-PBServicios y operacionesDesde 8,20 €
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The Service Activity Sequence (SAS) (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizNota técnica PN-481-PBServicios y operacionesThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Desde 8,20 €
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Key Elements of Flow, Time and Queue Management (Portuguese Version, Brazil)
Lago, Alejandro; Yankovic, Natalia; Moscoso, PhilipNota técnica PN-496-PBServicios y operacionesThis note describes the essentials and key elements of flow, waiting line and time management. It explains the reasons for so many waits (lines) in processes in practice and explains which elements executives can act on to reduce how long their customers wait.Desde 8,20 €
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Fundamental Concepts and Parameters of Operations Management (Portuguese Version, Brazil)
Moscoso, Philip; Lago, Alejandro; Sachon, MarcNota técnica PN-458-PBMarketingThis technical note introduces the fundamental parameters and terminology for analyzing an operations system from a general management perspective. The aim is to provide managers with the precise, practical terminology they need.Desde 8,20 €
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Negotiation: The Process Of Solving Problems And Creating Value. Process (Portuguese Version, Brazil)
Pascale, Richard Tanner; Roure, JuanNota técnica PN-370-PBServicios y operacionesPart two focuses on analyzing the negotiation process in order to distinguish a series of phases that should be taken into account to enhance the process and achieve the desired results.Desde 8,20 €
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Negotiation: The Process of Solving Problems and Creating Value. Principles (Portuguese Version, Brazil)
Pascale, Richard Tanner; Roure, JuanNota técnica PN-369-PBServicios y operacionesNegotiation, one way or another, is part and parcel of an executive's job. The term "negotiation" is usually associated with weighty issues such as collective bargaining agreements or buying and selling companies. However, the same kind of process also occurs in executives' everyday interactions with people both inside and outside of their organizations. Although executives cannot impose their own criteria on the latter, enlisting their cooperati...Desde 8,20 €