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Ebola: Managing to Save Lives
IESE InsightArticle ART-2676-EService and Operations ManagementA year after the outbreak of Ebola in West Africa in March 2014, health-care experts are cautiously optimistic that the epidemic appears to be slowing. Although the outlook is brighter than a year ago when the first case was detected in Guinea, there is still a long way to go and many lessons to be learned in managing a crisis of this scale, related to institutional shortfalls, international coordination, engagement with local stakeholders and, m...Starting at €8.20
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Programa de Administración Compartida y los Comités Locales de Administración de la Salud (CLAS)
Altobelli, L.; Pancorvo J.; Rosenmöller, MagdaCase P-1010Service and Operations ManagementDurante los últimos años se ha estado desarrollando e implantando a nivel nacional los CLAS: organizaciones comunitarias sin fines de lucro constituidas para participar y cogestionar establecimientos sanitarios para el cuidado primario del Ministerio de Salud. El caso describe aspectos de la reforma de salud peruana relacionados principalmente con este esquema de gestión compartida que cubre hoy casi el 20% de la planta sanitaria pública. Se trat...Starting at €8.20
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La flor y el volcán: cómo el Eyjafjallajökull alteró la industria keniata de las flores
Chaturvedi, Aadhaar; Martínez de Albéniz, VictorCase P-1106Service and Operations ManagementEn la mañana del 19 de abril de 2010, el señor Eduard Ngugi, gerente de la finca de rosas Uraidi, se planteaba qué hacer con las rosas que, durante dos días ya, colmaban la cámara frigorífica. Para entonces, las flores, sedentes en aquel cuarto frío situado a orillas del keniata lago Naivasha, debían estar en camino hacia los hogares de los clientes de Europa occidental. Sin embargo, la erupción explosiva del volcán islandés Eyjafjallajökull, ac...Starting at €8.20
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Human-Centered Service Design (Spanish version)
Buell, Ryan W.; Otazo, AndrewCase HBS-617S03Service and Operations ManagementTeach this case online with new suggestions added to the Teaching Note. This case study includes mandatory video elements, which are integrated into the pre-class assignment for students and the classroom teaching plan for instructors. Information on how to access and use these multimedia components is included in the Teaching Note. The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and pr...Starting at €8.20
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Strategic Decisions in Locating a New Assembly and Test Plant (A) (Spanish version)
Alcacer, Juan; Herman, KerryCase HBS-716S16Service and Operations ManagementIn mid-2005, Intel is examining its options for where to locate its next assembly and test plant. On its short list of potential sites includes locations in China, India, Thailand, and Vietnam. Each country has its own unique benefits and risks related to infrastructure, governance, education, business culture, intellectual property protection, labor markets, experience working with Western firms, and tax breaks and other incentives. Intel's Gene...Starting at €8.20
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Singapore Airlines (A) (Spanish Version)
Hart, Christopher W.L.; Lytle, Lucy N.Case HBS-604S05Service and Operations ManagementLa nueva competencia ha dado lugar a dudas acerca de la excelente reputación de Singapore Airlines para servicios en vuelo. La clave para mantener o mejorar el servicio es la actitud y aptitud de los tripulantes de cabina. La compañía ahora descubre que puede haber problemas en este grupo. Esta es una versión reescrita de los casos anteriores por D. D. Wyckoff.Starting at €8.20
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PATH and the Safe Water Project: Making Safe Water Products More Affordable
Zenios S; Denend L; Elliott TCase SGSB-OIT109-EInformation Technologies, Service and Operations ManagementThis case provides an overview of the nonprofit organization PATH and its Safe Water Project—a five-year effort launched in late 2006 with $17 million in funding from the global development unit of the Bill and Melinda Gates Foundation. The purpose of the grant was to evaluate to what extent market-based approaches could help accelerate the widespread adoption and sustained use of household water treatment and safe storage products by low-income ...Starting at €8.20
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Korean Air: The Nut Rage Incident
Thompson S.H. Teo; Mei Jie ZhaoCase IVEY-9B15D017-EService and Operations Management, StrategyIn December 2014, after receiving poor service on a flight, a senior vice president at Korean Air lashed out at the flight attendants and delayed the flight’s departure until the chief attendant was returned to the gate. Following a tepid apology from her father, Korean Air’s chief executive officer, her actions drew a public backlash because they exposed the sense of entitlement prevalent among rich family conglomerates in South Korea. How shoul...Starting at €8.20
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Eagle Services Asia
Edward D. ArnheiterCase IVEY-9B07D019-EService and Operations Management, StrategyThis case chronicles the creation and transformation of a Singaporean joint venture, Eagle Services Asia (ESA). It describes some early start-up problems, including a forced shutdown by the Civilian Aviation Authority of Singapore (CAAS). The resulting shakeup of the ESA management team provides a fresh start and an opportunity to reinvigorate the company using lean management principles. Managerial decisions play a key role in ESA's success, tog...Starting at €8.20
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EU Holidays
Yew Hoong Wong; Singfat ChuCase IVEY-9B13E003-ECorporate Governance, Entrepreneurship, Service and Operations Management, StrategyThe profit margin for the travel agency industry in Singapore, which mostly offered travel packages to Asia and Europe, was very thin. An up-and-coming travel agency faced the dilemma of offering maximum customer satisfaction while keeping its operating cost (e.g., fees for its tour guides) low. Rather than simply assigning travel guides to tours by trial and error, a director of the travel agency decided to use an optimization template. This cas...Starting at €8.20