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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
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Coopers & Lybrand in Hungary (B) (Spanish version)
Loveman, Gary W.; Hallowell, RogerCase HBS-620S03Service and Operations ManagementCoopers & Lybrand open an office in Hungary.Starting at €5.74
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Lotus F1 Team (Spanish Version)
Thomke, Stefan; Trichakis, Nikolaos; Lenhardt, Jerome; Beyersdorfer, DanielaCase HBS-619S11Service and Operations Managementretention of high performing individuals, response to disruptive technological changes, and regulatory design in competitive environments.Starting at €8.20
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Booking.com
Thomke, Stefan; Beyersdorfer, DanielaCase HBS-619015-EService and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). The case reveals how Booking.com has become the world's leading travel accommodation platform. The company has put online experimentation at the heart of how it designs digital experiences for its customers and partners. To unlock the potential of large- scale testing, the leadership team had to challe...Starting at €8.20
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Bang & Olufsen: la innnovación impulsada por el diseño
Beyersdorfer, Daniela; Austin, Robert D.Case HBS-117S02Service and Operations ManagementUna empresa de éxito, reconocido mundialmente por el exquisito diseño de los productos electrónicos de consumo, se esfuerza por integrar mejor diseño de software en sus procesos de diseño de productos físicos tradicionales para satisfacer las demandas de un mundo post-iPod. Detalla el proceso de Bang & Olufsen "impulsada por el diseño de la innovación", que funciona de manera muy diferente que en los procesos de desarrollo de productos de muchas ...Starting at €8.20
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Booz.Allen & Hamilton: Vision 2000 (Spanish Version)
Loveman, Gary W.; O'Connell, JamieCase HBS-302S07Service and Operations ManagementEn 1993, Booz.Allen & Hamilton abandonaron su estructura organizativa anterior, altamente local. Fue motivada por el deseo de servir a los clientes multinacionales de manera más eficaz y proporcionar mayor valor a los clientes con las empresas más localizada mediante la recopilación de las mejores prácticas de todo el mundo. Siguiendo un plan titulado Visión 2000, la firma creada unificó dotación de personal de piscinas basado en la industria y (...Starting at €8.20
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Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
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Laura Ashley and Federal Express Strategic Alliance (Spanish Version)
Loveman, Gary W.; Anthony, Robert T.Case HBS-602S14Service and Operations ManagementEn un esfuerzo por mejorar su sistema de distribución global y por lo tanto mejorar el servicio al cliente en sus tiendas de todo el mundo, Laura Ashley entró en una alianza estratégica pionera con Federal Express Business Logistics Services. Bajo los términos de una asociación poco estructurada, Federal Express realiza las mismas actividades de almacenaje y distribución anteriormente manejados por Laura Ashley. La alianza es considerar innovador...Starting at €8.20
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Global Knowledge Management at Danone (B) (Spanish Version)
Edmondson, Amy C.; Dittrich, Ruth; Beyersdorfer, DanielaCase HBS-612S10Service and Operations ManagementEl caso (B) da una actualización sobre el desarrollo de la gestión del conocimiento en Danone dos años después del caso (A): El Networking actitud se extendió por toda la empresa y se plantea la pregunta de si Danone debe mover a las redes virtuales, además de cara a -cara redes.Starting at €5.74
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Global Knowledge Management at Danone (C) (Spanish Version)
Edmondson, Amy C.; Dittrich, Ruth; Beyersdorfer, DanielaCase HBS-612S11Service and Operations ManagementEl caso (C) proporciona información actualizada sobre la decisión B-caso y describe la introducción de Dan 2.0, una red social virtual interna con el propósito de intercambio de conocimientos en una empresa que sólo se utiliza para la creación de redes cara a cara.Starting at €5.74