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Statistical Quality Control for Process Improvement (Spanish version)
Bohn, Roger E.Case HBS-616S10Service and Operations ManagementDescribes systematic methods for process debugging and improvement, based on statistical quality control. Examples are from manufacturing settings, but techniques are also useful for services and sales, and to quantity improvement as well as quality improvement.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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Commonwealth Bank of Australia: Unbanklike Experimentation, Teaching Note
Buell, Ryan W.; John, Leslie K.Teaching Note HBS-620041-EService and Operations ManagementTeaching note for case 619018.Starting at €0.00
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Daewoo Shipbuilding and Marine Engineering
Upton, David M.; Kim, BowonCase HBS-609018-EService and Operations ManagementExplores the journey of aggressive learning and capability building in the operations of a major Korean Shipbuilder. While DSHM had once used its superior learning capability to topple its Japanese competition, it now faced the potential for a similar attack from new Chinese competitors. Without outsourcing some of its work to China, DSHM would become uncompetitive. However, in outsourcing the work, some skills would necessarily have to be transf...Starting at €8.20
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Glovo: Expanding Quick Commerce
Moreno, Antonio; Barnett, JamesCase HBS-621094-EService and Operations ManagementIn March 2021, delivery app CEO Oscar Pierre and his team consider strategies to grow Glovo's quick commerce delivery service and to approach their expansion in Kenya.Starting at €8.20
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El nuevo hospital para Heredia Colaboración Pública-Privada para la atención sanitaria
Cercone J.; Rosenmöller, MagdaCase P-1003Service and Operations ManagementEl director de un hospital regional de Costa Rica elabora, junto con un alto funcionario de la CCSS, la Caja Costarricense del Seguro Social, un nuevo modelo de colaboración publico-privada en la atención sanitaria, ante unas estrictas limitaciones de inversión publica. El caso sigue el proceso del proyecto, presenta los diferentes problemas encontrados y muestra como ha logrado asegurar el soporte de los distintos grupos involucrados. La CCSS ha...Starting at €8.20
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A New Hospital for Heredia. A Public-Private Partnership for Health Care
Cercone J.; Rosenmöller, MagdaCase P-1003-EService and Operations ManagementTogether with a senior official from the CCSS, the Costa Rican Social Security organization, the principal of a regional hospital in Costa Rica draws up a new model for public-private cooperation in health care, given the stringent limitations on public investment. The case follows the project's progress, presents the various problems encountered, and shows how it has succeeded in gaining the support of the various stakeholders involved. The CCSS...Starting at €8.20
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CFWshops
Friedman, Jared; Mungai, Edward; Rosenmöller, MagdaCase P-1104-EService and Operations ManagementCFWshops is a network of pharmacy franchises in Kenya, managed by the Sustainable Healthcare Foundation (SHF). The parent company of SHF is the Healthstore Foundation based in Minnesota, US. The non-profit HealthStore Foundation (HS) (formerly Sustainable Healthcare Enterprise Foundation) was founded in 1997 by Scott Hillstrom to ¿prevent needless death and illness by improving access to essential medicines in a sustainable way¿. Based on the bas...Starting at €8.20
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Introducing DRGs as an Instrument for Clinical Management
Cercone J.; Márquez G.; García Prat, AntoniCase P-1048-EService and Operations ManagementThe case focuses on the use of DRGs in Costa Rica from the original motivation to use them, the implementation steps, the difficulties found and how they were addressed. The case describes the changes that occurred as a result of DRG introduction, and how the ?perverse incentives? were managed. The emphasis is on the lessons learnt in order to define the following implementation steps. The DRG system can be a useful tool to better organizing medi...Starting at €8.20
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Australian Paper Manufacturers (A) (Spanish Version)
Upton, David M.; Margolis, Joshua D.Case HBS-602S13Service and Operations ManagementDescribe una empresa que ha roto un acuerdo cordial no escrita entre los tres fabricantes de papel australianos para dividir el mercado interno de tres maneras por segmento de mercado. Las invade la compañía de otro "territorio" con tecnología avanzada, la calidad y, sobre todo, mediante el uso de registro ambiental deficiente de la otra compañía para protegerse contra las represalias. El defensor se encuentra incapaz de responder mediante la adi...Starting at €8.20