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Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Portugal)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PPMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20
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Suppliers Selection at Pepsico Europe (Portuguese Version, Brazil)
Serrano, Alejandro; Nadjia Gassner; Humberto Pardi; Girbal Puig, AlbertCase P-1190-PBService and Operations ManagementIn 2018, Pepsico is considering adding a new supplier of CO2 to its manufacturing process in Eastern European plants. The new supplier offers a very competitive price, but other key aspects, such as reliability, service level, etc. should be carefully pondered before making a decision. Also, adding a new supplier implies removing one of the extant ones. Which one should be removed? The proposal made by Migdalski, head of purchasing in Eastern Eur...Starting at €8.20
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Motores Rivero S.A. (MORSA) (Portuguese Version, Brazil)
Ribera, Jaume; Lago, AlejandroExercise PE-74-PBService and Operations ManagementThis exercise presents the decisions to be made by a manager related to the management of inventories of an engine part. It is well suited as an introduction to inventory management as it presents different evolving situations and allows the professor to discuss batch inventory, safety inventory, as well as the impacts of uncertainty in the values and the availability of financing in the final decisions.Starting at €8.20
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Barcelona Air Control Center (ACC) (Portuguese Version, Brazil)
Grasas, Alex; Ribera, JaumeCase P-1052-PBService and Operations ManagementThe case describes air traffic management, taking the Barcelona Air Control Centre as an example. The air traffic controller plays a crucial role in air traffic management. The case also describes this role and details the air traffic controller's functions and responsibilities.Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A) (Portuguese Version, Brazil)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-PBMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Metro Bank: The British Banking Revolution Begins (Portuguese Version, Brazil)
Lago, Alejandro; Moscoso, PhilipCase P-1112-PBFinance, Service and Operations Management, StrategyVernon W. Hill has created quite a unique bank fully focused on delivering great customer service. Previously, in the United States, his approach has been highly successful. The question is: will he be able to replicate the success in the U.K. and lead to a banking revolution? But to answer this question, one first has to fully understand what the business model is all about.Starting at €8.20
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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepTechnical Note PN-411-PBService and Operations ManagementThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Starting at €8.20
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Segmented Management of the Customer Base (Portuguese Version, Brazil)
Huete Gómez, Luis MaríaTechnical Note PN-450-PBService and Operations ManagementThis document contains ten keys to make segmented customer management a source of competitive advantage creation, and ten questions that allow diagnosing the degree of progress in the segmented management of the customer base.Starting at €8.20
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Healy Hudson: e-Sourcing Solutions (Portuguese Version, Brazil)
Sachon, MarcCase P-1019-PBInformation Technologies, Service and Operations ManagementBased in Munich, Bavaria, the company is a pioneer in the world of e-procurement. It has developed an online purchasing system for the Business-to-Business sector. In the fall of 2000 it is selling two e-commerce products: Impact Ordering and Impact Sourcing. The former is a simple electronic catalog ordering system; the latter is designed for the sourcing of complex goods.Starting at €8.20
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Split One (B) (Portuguese Version, Brazil)
Riverola, JosepCase P-1037-PBService and Operations ManagementAn advertising business has based its capacity on market demand. This dynamic leads to a situation that it must overcome, avoiding the usual mistakes.Starting at €5.74