This website uses technical, customisation and analytical cookies, both first-party and third-party, to anonymously facilitate browsing and analyse statistics on use of the website. Learn more
Search results
-
Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
-
Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
-
Amenazas globales: diagnóstico y acción
Done, Adrian A.Article ART-2076Service and Operations Management, Strategy¿Cuánto tiempo dedica a pensar en las grandes cuestiones que afectarán a su vida personal y profesional en los próximos 20 años? Si está tan ocupado como la mayoría de sus colegas, no mucho. Pero las perspectivas de la economía mundial son peores hoy que cuando la crisis crediticia tocó fondo, así que de nada sirve esconder la cabeza. Es mejor atisbar las tendencias globales que acechan en el horizonte, analizar a fondo las fuerzas subyacentes y ...Starting at €8.20
-
Taking the Measure of Mood (Spanish version)
O'Connell, PatrickArticle HBS-F0603FService and Operations ManagementThe Inn at Little Washington, a top U.S. restaurant, takes "know the customer" to a new level. Co-owner and Executive Chef Patrick O'Connell explains.Starting at €8.20
-
Don't Tweak Your Supply Chain-Rethink It End to End (Spanish version)
Lee, Hau L.Article HBS-R1010CService and Operations ManagementWith the best of intentions, companies up and down supply chains experiment with isolated efforts to improve sustainability-only to encounter a long string of unanticipated consequences, often in the form of financial, social, or environmental costs. That's partly because most firms respond in a piecemeal way to pressure from customers, shareholders, boards, employees, governments, and NGOs. For instance, they demand that suppliers change their m...Starting at €8.20
-
United Defense (Spanish version)
Koetzle, LauraArticle HBS-F0509GService and Operations ManagementAchieve better overall security by funding joint projects between physical and IT security departments.Starting at €8.20
-
The Four Things a Service Business Must Get Right (Spanish version)
Frei, Frances X.Article HBS-R0804DService and Operations ManagementBecause customers' involvement as producers can wreak havoc on costs, companies must also develop creative ways to fund their distinctive offerings, by providing a self-service alternative, for example, or by offsetting expenses with operational savings. A close look at successful service businesses - Wal-Mart, Commerce Bank, the Cleveland Clinic, and others - reveals that effective integration of the four elements is key. There is no "right" wa...Starting at €8.20
-
Aligning Incentives in Supply Chains (Spanish version)
Narayanan, V.G.; Raman, AnanthArticle HBS-R0411FService and Operations ManagementIf the firms work together to serve consumers, they will all win. However, they can do that only if incentives are aligned. Companies must acknowledge that the problem of incentive misalignment exists and then determine its root cause and align or redesign incentives. They can improve alignment by, for instance, adopting revenue-sharing contracts, using technology to track previously hidden information, or working with intermediaries to build tr...Starting at €8.20
-
No vaya a remolque de las nuevas leyes de reciclaje
Atasu, Atalay; Van Wassenhove, LukArticle ART-1892Service and Operations ManagementLa legislación medioambiental que se está aprobando en todo el mundo es tan variada que las empresas podrían verse atrapadas en una zona gris poco definida. Adaptarse a la nueva legislación supone un gran reto, no exento de oportunidades, que las obligará a revisar sus operaciones para hacer cuatro cosas: formar una red, rediseñar sus productos, integrar una cadena de suministro inverso y adoptar nuevos modelos de negocio y tecnologías. Los au...Starting at €8.20