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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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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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Strategic Decisions in Locating a New Assembly and Test Plant (A) (Spanish version)
Alcacer, Juan; Herman, KerryCase HBS-716S16Service and Operations ManagementIn mid-2005, Intel is examining its options for where to locate its next assembly and test plant. On its short list of potential sites includes locations in China, India, Thailand, and Vietnam. Each country has its own unique benefits and risks related to infrastructure, governance, education, business culture, intellectual property protection, labor markets, experience working with Western firms, and tax breaks and other incentives. Intel's Gene...Starting at €8.20
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Intel: Strategic Decisions in Locating a New Assembly and Test Plant (B)
Alcacer, Juan; Herman, KerryCase HBS-713419-EService and Operations ManagementIn February 2006, Intel has selected the location for its new assembly and test plant. This case discusses why this location was chosen from the list of possibilities introduced in "Intel: Strategic Decisions in Locating a New Test and Assembly Plant (A)."Starting at €5.74
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Intel: Decisiones estratégicas para la ubicación de una nueva planta de montaje y de prueba (B)
Alcacer, Juan; Herman, KerryCase HBS-716S17Service and Operations ManagementEn febrero de 2006, Intel ha seleccionado la ubicación para su nueva planta de montaje y prueba. Este caso se explica por qué esta ubicación fue elegida de la lista de posibilidades introducidas en "Intel: Las decisiones estratégicas en la localización de una nueva planta de prueba y de montaje (A)".Starting at €5.74
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Intel: Strategic Decisions in Locating a New Assembly and Test Plant (A)
Alcacer, Juan; Herman, KerryCase HBS-713406-EService and Operations ManagementIn mid-2005, Intel is examining its options for where to locate its next assembly and test plant. On its short list of potential sites includes locations in China, India, Thailand, and Vietnam. Each country has its own unique benefits and risks related to infrastructure, governance, education, business culture, intellectual property protection, labor markets, experience working with Western firms, and tax breaks and other incentives. Intel's Gene...Starting at €8.20
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Vodafone Japan (A), (B) and (C) , Teaching Note
Alcacer, JuanTeaching Note HBS-713444-EService and Operations ManagementThe series of three cases is used in Harvard Business School's (HBS) elective course "Competing Globally" as the second case in the first module (Why?: Strategies to create value globally) (See "Competing Globally: Course Note for Instructors", HBS 713-422). The module identifies three general strategies that create value through global operations: deploying, developing, and deepening. The Vodafone Japan cases illustrate the second strategy type:...Starting at €0.00
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Logoplaste: Global Growing Challenges, Teaching Note
Alcacer, JuanTeaching Note HBS-713446-EService and Operations ManagementTeaching Note for 711411Starting at €0.00
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Intel: Strategic Decision in Locating a New Assembly and Test Plant A and B Teaching Note
Alcacer, JuanTeaching Note HBS-713445-EService and Operations ManagementTeaching Note for 713406 and 713419Starting at €0.00
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20