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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Coopers & Lybrand in Hungary (B) (Spanish version)
Loveman, Gary W.; Hallowell, RogerCase HBS-620S03Service and Operations ManagementCoopers & Lybrand open an office in Hungary.Starting at €5.74
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MCO Insurance
Rábago, Eduardo; Stein, Guido; Cuadrado, MartaCase DPO-298-EInnovation and Change, Leadership and People ManagementStarting at €8.20
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Reiner Meinhold in Kölner Bank (A, B, C and D) - Teaching Note
Pin Arboledas, José Ramón; Stein, Guido; Cuadrado, MartaTeaching Note DPOT-69-EInnovation and Change, Knowledge and Communication, Leadership and People ManagementAnalyzing the relationships of influence in complex structures. This case describes Reiner's doubts regarding his relationships with his bosses (Robert, his new boss, and Max, his old boss), with the CEO of Kölner Bank, and with his team. Max wants to take Reiner with him to a new position at the head bank (Deutsche Handels Bank, DHB), but he seems unwilling to take risks to help Reiner make the leap.Starting at €0.00
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Booz.Allen & Hamilton: Vision 2000 (Spanish Version)
Loveman, Gary W.; O'Connell, JamieCase HBS-302S07Service and Operations ManagementEn 1993, Booz.Allen & Hamilton abandonaron su estructura organizativa anterior, altamente local. Fue motivada por el deseo de servir a los clientes multinacionales de manera más eficaz y proporcionar mayor valor a los clientes con las empresas más localizada mediante la recopilación de las mejores prácticas de todo el mundo. Siguiendo un plan titulado Visión 2000, la firma creada unificó dotación de personal de piscinas basado en la industria y (...Starting at €8.20
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Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
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Mergers and People: Key Factors for an Effective Acquisition and for Surviving One
Stein, Guido; Cuadrado, MartaTechnical Note DPON-123-ECorporate Governance, Leadership and People Management, StrategyThe aim of this technical note is to consider the human dimension of mergers and acquisitions and the way these processes impact people. In the substantial body of scientific literature that exists on this topic, authors discuss the rules and "magic" formulas that lead to a successful acquisition, grounding their arguments in empirical evidence. One of the first conclusions that can be drawn from examining this literature is that the authors cite...Starting at €8.20
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La fusión de Banca Popolare (C): A toro pasado
Stein, Guido; Cuadrado, MartaCase DPO-314Business Ethics and Corporate Social Responsibility, Corporate Governance, Leadership and People ManagementLa integración técnica sobre el papel, gestionada por Massimo y supervisada por el Comité, había sido calificada de "impecable"; sin embargo, la recolocación real de la plantilla que no había salido del Banco sacó a la luz aspectos "menos bonitos". A mediados de octubre se crearon unos subcomités operativos de fusión en cada unidad, siguiendo el modelo organizativo de Banca del Norte, formados por miembros de ambas entidades cuya misión consistía...Starting at €5.74
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La fusión de Banca Popolare (A)
Stein, Guido; Cuadrado, Marta; Cano, EnriqueCase DPO-312Business Ethics and Corporate Social Responsibility, Corporate Governancesesión extraordinaria que se desarrollaría durante tres jornadas en el oeste del país. Aunque llevaban varios meses escuchando comentarios acerca de la posible fusión, de ser finalmente cierta, nadie pensaba que se produciría tan pronto, y menos aún antes del cierre del año fiscal. Las cifras bailaban y las advertencias sobre despidos y cierres de oficinas eran la comidilla entre los empleados. A media mañana, Massimo leyó detenidamente la nota...Starting at €8.20
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MCO Insurance - Nota del instructor
Pin Arboledas, José Ramón; Stein, Guido; Cuadrado, MartaTeaching Note DPOT-66Innovation and Change, Leadership and People ManagementEl caso MCO Insurance tiene por objeto analizar la técnica de evaluación 360º desde un doble punto de vista: individual y organizativo. Para el primer objetivo contiene las evaluaciones de diferentes directivos de la empresa y su reacción ante ellas. De nuevo a finales de 2012, se recibió de la casa matriz la instrucción para realizar un nuevo ejercicio de feedback 360º. En esta ocasión, el colectivo que sería evaluado era de nuevo el de subdire...Starting at €0.00