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Amazon: Balancing Customer Centricity with Employee Engagement
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165-EInnovation and Change, Service and Operations ManagementAmazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its customers. "Our vision is to be earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online," according to Amazon's mission statement. This case presents how Amazon has grown quickly, and how it aims to balance this rapi...Starting at €8.20
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Mipuf.es: Managing for Growth
Villafuerte Martin, AntonioCase IIST-MI-153-E-EService and Operations ManagementIn January 2016, Francisco (aka Paco) Mirasol, director general and founder of MiPuf.es, which made over 70% of its sales through the online channel, was considering how to boost sales. Despite the significant growth achieved since its establishment in 2005, Paco noticed it had been slowing down over the last few months. He felt there were still opportunities both online and offline, but was not clear on which of these possibilities to prioritize...Starting at €8.20