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Note on Material-Requirements Planning
Davis, Edward W.; Zarwell, Gail A.Technical Note DARDEN-OM-0816-EService and Operations ManagementThis technical note covers the fundamental procedures of material-requirements planning (MRP). The note discusses concepts and provides sample calculations. It also discusses MRP II and such recent developments as enterprise-resource planning (ERP). This note is intended to be taught with "Brite Lite Switches, Inc." (UVA-OM-0815).Starting at €8.20
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Nuevas herramientas para medir la calidad de servicio
Parasuraman, A.Article ART-2384Information Technologies, Service and Operations ManagementTreinta años después de la invención del archiconocido modelo de medición de la calidad de servicio Servqual, uno de sus creadores revisita esta herramienta. El creciente protagonismo de la tecnología y el auge de las compras en Internet hacían necesario adaptarla a la experiencia online. En concreto, se propone medir la eficiencia y calidad del proceso de visita, adquisición y entrega que ofrecen las webs para mejorar el servicio. El resultado e...Starting at €8.20
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The Rise of the Customer Centric Firm
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17-EMarketing, Service and Operations Management, StrategyTraditional marketing is not enough: Follow these strategies for putting your customers front and center.Starting at €15.00
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Cómo orientar la estrategia al cliente
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17Marketing, Service and Operations Management, StrategyLos clientes ya han tomado el poder. ¿Qué debe hacer la empresa para gestionarlos?Starting at €15.00
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Finding Service Gaps in the Age of e-Commerce
Parasuraman, A.Article ART-2384-EInformation Technologies, Service and Operations ManagementThirty years after developing the well-known SERVQUAL scale, the author revisits the original framework in light of the growing role of technology in service delivery. As more and more people turn to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience; specifically, to measure the extent to which a website facilitates efficient and ef...Starting at €8.20
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Great Harvest Bread Company: Leveraging the Supply Chain for Competitive Advantage
Davis, Edward W.; Serna Molina, JulioCase DARDEN-OM-1437-EService and Operations ManagementThe foundation of the Great Harvest Bread Company is the "Freedom Franchise," within which its more than 200 franchisees enjoy an amount of autonomy unusual for franchise operations. CEO Mike Ferretti is now faced with the matter of the rising costs of ingredients, some of which are based on longstanding contracts and others of which are obtained locally from a variety of sources, all of which have a direct impact on the product. Is there a way F...Starting at €8.20