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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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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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Rapid Growth through Internationalization: Applus+ - Teaching Note
Kordecka, Izabela; Ricart, Joan EnricTeaching Note DGT-45-EStrategyThis teaching note was made as teaching aid in case DG-1489-E.Starting at €0.00
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SmileDirectClub: Better is Better
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320016-EStrategyStarting at €8.20
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Hisuesa - Hidroeléctrica del Sur de España, S.A.
Andreu i Civit, Rafael; Ricart, Joan Enric; Valor Sabatier, JosepCase SI-8-EKnowledge and CommunicationStarting at €8.20
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Indutech AG
Ricart, Joan Enric; Welsch J.Case AD-198-EEconomicsA new matrix organization leads to problems at Indutech. Two vice presidents disagree on personnel policies concerning their mutual subordinates. The CEO then devises a voting procedure for the selection of personnel. Soon after this, the procedure has to be applied and the CEO is surprised by the outcome. The situation may be analyzed with game theory.Starting at €8.20
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Negotiation 2: Distributive negotiation
Ricart, Joan EnricTechnical Note ASEN-116-EEconomicsStarting at €8.20
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Negotiation 3: Integrative negotiation
Ricart, Joan EnricTechnical Note ASEN-117-EEconomicsStarting at €8.20
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Negotiation 4: The negotiator's basic dilemma
Ricart, Joan EnricTechnical Note ASEN-118-EEconomicsStarting at €8.20