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Fundas Fuentes - Ejercicio
Ribera, Jaume; Rosenmöller, MagdaExercise PE-33Service and Operations ManagementFundas Fuentes se preocupa por las demoras en servir los pedidos. A partir de una lista mensual de albaranes de entrega y de los envíos realizados el encargado del almacen se pregunta que mejoras en las entregas se producirían si se trabajaran algunas horas extras o si se incorporara otra persona al almacén. Fundas Fuentes is worried about late deliveries to customers. Froma a monthly report of number of orders received and shipments made, the wa...Starting at €8.20
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Pret A Manger
Frei, Frances X.; Goldberg, RIck; van Sice, StephanieCase HBS-612033-EService and Operations ManagementPret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to contain kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as c...Starting at €8.20
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Large-Scale Government Contracting of NGOs to Extend Basic Health Services to Poor Populations in Guatemala
Nieves I.; La Forgia G. M.; Ribera, Jaume; Rosenmöller, MagdaCase P-1006-EService and Operations ManagementThe case discusses the situation of the Basic Services Coverage Extension Program (PECSB) in Guatemala at the beginning of 2000. During its three years of existence, the program has proven to be successful in persuading a large number of NGOs to work with the government in extending health services coverage to poor native populations living in rural areas. The new government is wondering whether the existing "agreements" should be upgraded to con...Starting at €8.20
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La reestructuración del sistema local de salud, de financiamiento y modelo asistencial: el caso de Camaragibe - Nota del Instructor
Sánchez, J.; Rosenmöller, MagdaTeaching Note PT-18Service and Operations ManagementStarting at €0.00
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CFWShops - Teaching Note
Rosenmöller, MagdaTeaching Note PT-50-EService and Operations ManagementCFWshops is a network of pharmacy franchises in Kenya, managed by the Sustainable Healthcare Foundation (SHF). SHF's parent company is the HealthStore Foundation, based in Minnesota, in the U.S. The HealthStore Foundation (HS), formerly Sustainable Healthcare Enterprise Foundation, is a nonprofit founded in 1997 by Scott Hillstrom to "prevent needless death and illness by sustainably improving access to essential medicines." Based on the basic c...Starting at €0.00
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Mútua de Terrassa: Rollout of the Health Care Information System (HCIS)
Mitchell, Jordan; Ribera, Jaume; Rosenmöller, MagdaCase P-1087-EKnowledge and Communication, Service and Operations ManagementAs of autumn 2006, a major Spanish hospital outside of Barcelona, Grup Mútua de Terrassa (MT), is implementing the second major phase of a new Health Care Information System (HCIS) along with Hewlett-Packard (HP) at eight centers for primary care. The HCIS project is a multi-year and multi-phase initiative which is the first in many steps towards a "paper-less" hospital. The hospital's management are wondering how the HCIS will change the way peo...Starting at €8.20
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Puig Doria Microcasting Process
Ribera, Jaume; Rosenmöller, MagdaCase P-824-EService and Operations ManagementPuig Doria is a well-known jeweler in Barcelona. The case presents the process of jewelry design, manufacturing and sales. In some pieces where large productions are expected, the microcasting process can be used. The case describes the different manufacturing phases and allows for a computation of the process, basic characteristics: throughput time, capacity, bottlenecks, etc.Starting at €8.20
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Kristen's Cookies Company Revisited (C) - Exercise
Ribera, Jaume; Rosenmöller, MagdaExercise PE-32-EService and Operations ManagementStarting at €8.20
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Diseño de cuestionarios para la medida de la calidad de servicio
Ribera, Jaume; Rosenmöller, MagdaTechnical Note PN-366Service and Operations ManagementSe describe un enfoque para el desarrollo de cuestionarios. Se empieza definiendo los atributos de excelencia en el servicio ?para esto se presentan tres posibles métodos? y, tras una sección sobre la bondad de los instrumentos de medida, se dan una serie de indicaciones para la preparación del cuestionario.Starting at €8.20
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El diseño de una garantía
Ribera, Jaume; Rosenmöller, MagdaTechnical Note PN-365Service and Operations ManagementSe describe un enfoque para el desarrollo de garantías en servicios. Se empieza definiendo los atributos de excelencia en el servicio ?para esto se presentan tres posibles métodos? y a continuación se dan una serie de indicaciones para la definición de la garantía, utilizando una clasificación de los atributos de excelencia en las dimensiones de control, habilidad e importancia. (Also available in English).Starting at €8.20