This website uses technical, customisation and analytical cookies, both first-party and third-party, to anonymously facilitate browsing and analyse statistics on use of the website. Learn more
Search results
-
La experiencia de la marca: Los clientes han de sentir y vivir la marca
Huete, Luis MaríaTechnical Note PN-449Service and Operations ManagementEn este documento se recogen diez claves para gestionar la marca desde la perspectiva de la experiencia del cliente en la entrega del servicio.Starting at €8.20
-
Modelos de negocio
Huete, Luis MaríaTechnical Note PN-511Innovation and Change, Service and Operations Management, StrategyLos modelos de negocio han de rediseñarse al ritmo del cambio en los mercados. No existen malos clientes o épocas de crisis, lo que hay son modelos de negocio inadecuados para esos clientes y esos tiempos. Los equipos directivos deberían cuestionarse de manera habitual su modelo de negocio, puesto que las batallas en el mercado no son batallas entre compañías, o entre productos o precios, sino entre los elementos y fuerzas de los modelos de negoc...Starting at €8.20
-
Peugeot Talbot España: La fábrica de Villaverde
Huete, Luis MaríaCase P-739Service and Operations ManagementLa planta de Villaverde se encontraba, en 1985, en una situación crítica. La dirección se había planteado cerrar la planta repetidas veces. En este momento se puso en marcha un programa de calidad cuyos resultados, cinco años después, han sido espectaculares. El caso describe el programa y sus resultados.Starting at €8.20
-
Multiasistencia
Huete, Luis María; Soto A.Case P-830-EService and Operations ManagementStarting at €8.20
-
American Express: Membership rewards Europe
Spinther M.; Rose S.; McGilvey P.; Huete, Luis MaríaCase P-886-EService and Operations ManagementThe Membership Rewards Programme is designed for business travellers. The rewards offered appeal mainly to members of Airline Frequent Flyer Programmes who take advantage of collecting miles on Amex and transfer them to their preferred airline to collect free tickets or upgrades. The case poses the managerial challenge of how to reach the 50% target penetration rate of the programme Amex has in mind and questiones how to include customers of the ...Starting at €8.20
-
Contracts covering intangible commitments - Exercise
Huete, Luis MaríaExercise PE-48-EService and Operations ManagementStarting at €8.20
-
Check list for the creation of an intangible salary in a firm - Exercise
Huete, Luis MaríaExercise PE-45-EService and Operations ManagementStarting at €8.20
-
Analysis of letters of complaint - Exercise
Huete, Luis MaríaExercise PE-39-EService and Operations ManagementStarting at €8.20
-
The Management of Intangibles - Exercise
Huete, Luis MaríaExercise PE-41-EService and Operations ManagementStarting at €8.20
-
Eurostop KB
Huete, Luis María; Morgan, IvorCase P-780-EService and Operations ManagementThis case describes a new Swedish multi-service concept. The case is set in central Sweden and describes the prototype unit fo ten or eleven planned for Sweden. The concept itself aims to provide one-stop services "for people on the move". These services form a wide range: hotel, gas station, post office, stores, restaurants, offices, teleconferencing and seminar room. The prototype nature of the subject allows for an examination of the market se...Starting at €8.20