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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Ricoh Company, Ltd.
Eccles, Robert G.; Edmondson, Amy C.; Iansiti, Marco; Kanno, AkikoCase HBS-610053-EService and Operations ManagementRicoh, the Japanese copier manufacturer, is committed to reducing its environmental impact to one-eighth of its 2000 levels by 2050. It has already introduced three stages of environmental awareness to its operations, and its recycled copier business broke even in 2006. The company developed environmental accounting methods and produces annual environmental and sustainability reports, but Ricoh is concerned that investors may not take these effor...Starting at €8.20
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InterfaceRAISE: Sustainability Consulting, Teaching Note
Toffel, Michael W.; Eccles, Robert G.Teaching Note HBS-612049-EService and Operations ManagementTeaching Note for 611-069.Starting at €0.00
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Weber Shandwick: The Client Relationship Leader Program
Eccles, Robert G.; Herman, KerryCase HBS-408077-EService and Operations ManagementIn 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and specialty areas are coordinated and effectively delivered to Weber Shandwick's most important clients. Each of these clients is assigned a "Client Relationship Leader" and the case dis...Starting at €8.20
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Sustainability: Bringing Life to Your Business
Barcelona, Ricardo; Berrone, Pascual; Eccles, Robert G.; Van Wassenhove, Luk N.Dossier DOS-8-EAccounting and Control, Corporate Governance, Marketing, Service and Operations ManagementA new era is dawning in which social, environmental and economic value creation is bubbling up on the horizon.Starting at €15.00
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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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The Performance Frontier: Innovating for a Sustainable Strategy
Eccles, Robert G.; Serafeim, GeorgeArticle HBS-R1305B-EService and Operations ManagementToo often, companies launch sustainability programs with the hope that they'll be financially rewarded for doing good, even when those programs aren't relevant to their strategy and operations. They fail to understand the trade-offs between financial performance and performance on environmental, social, and governance (ESG) issues. Improving one typically comes at a cost to the other. But it doesn't have to be this way. It's possible to simultane...Starting at €8.20
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First Boston's Union Carbide Deal: Acquiring a New Client, Teaching Note
Eccles, Robert G.; Rossano, PenelopeTeaching Note HBS-411090-EService and Operations ManagementTeaching Note for 897201.Starting at €0.00
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Weber Shandwick: The Client Relationship Leader Program, Teaching Note
Eccles, Robert G.; Rossano, PenelopeTeaching Note HBS-412023-EService and Operations ManagementTeaching Note for 408077.Starting at €0.00
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Sostenibilidad: larga vida a su negocio
Barcelona, Ricardo; Berrone, Pascual; Eccles, Robert G.; Van Wassenhove, Luk N.Dossier DOS-8Accounting and Control, Corporate Governance, Marketing, Service and Operations ManagementSe habla mucho de empresas sostenibles. Pero, ¿cómo integrar a la sociedad y el entorno en la cuenta de resultados?Starting at €15.00