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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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Determinants of Valuation Multiples: Companies in the Toy Industry in 2005
Palencia, LuisCase C-741-EFinanceThe case presents information in four companies in the toy industry in 2005. The purpose is to ilustrate the calculation, adjustment and interpretation of multiples (basically, PER and P/B) for purposes of valuation.Starting at €8.20
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SmileDirectClub: Better is Better
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320016-EStrategyStarting at €8.20
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The Coffee Cup (A)
Palencia, Luis; Grandes, Mª JesúsCase C-756-EAccounting and ControlThe case presents an incomplete balance sheet, profit and loss statement and cash flow statement. The objective is to provide an understanding of the mechanics of accounting and to strengthen basic accounting concepts through the preparation of financial statements.Starting at €8.20
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Eólica de Composites, S.A. (ECSA) - Teaching Note
Palencia, Luis; Vázquez- Dodero, Juan CarlosTeaching Note ASNT-12-EService and Operations ManagementA company suddenly wins a substantial contract, but doesn't have sufficient capacity in its existing plants to execute it. The search for a new plant location yields two final alternatives for a possible location, with similar costs but very different situations. One of them favors a policy of outsourcing but with few qualified workers, and the other is opposed to such a policy. The prioritization, analysis and explicit description of selection c...Starting at €0.00
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Taco Bell, Inc. (1983-1994) (Spanish Version)
Applegate, Lynda M.; Schlesinger, Leonard A.; Delong, DavidCase HBS-303S37Knowledge and CommunicationDetalla las acciones de John Martin, recién nombrado director general, ya que lleva Taco Bell a través de una década de cambios incrementales y radicales. Al final del caso, las ventas totales del sistema dentro de Taco Bell, una cadena de restaurantes de comida rápida estilo mexicano y una división de PepsiCo, han crecido de $ 700 millones en 1983 a $ 3.9 mil millones en 1994, y la compañía está gestionando más de 10.000 EAT en restaurantes y un...Starting at €8.20
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Voltar, S.A.
Palencia, LuisExercise CE-24Accounting and ControlSe trata de un ejercicio sencillo, de aplicación de conceptos de margen de contribución, punto muerto, apalancamiento operativo y estructuras de costes en general.Starting at €8.20
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Doctor Music Networks
Bernal, J.; Palencia, LuisCase ASN-27-EInformation TechnologiesIn November 2000, an Internet start-up has to decide how to manage its advertising policy. One of the main shareholders of the company would prefer to hire a sales force, while the other would prefer to subcontract the operation to a specialized agency. Both have business and self-interested reasons for their choices. The case serves to analyze and weight different criteria and to asses risk in the highly volatile environment of Internet start-up...Starting at €8.20
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Vicarsa (B): What Went Wrong with the Sale
Torres, Óscar; Palencia, LuisCase ASN-37-EService and Operations ManagementPart (B) of this case provides information not previously available in Part (A), leading to a chance to reflect on the caution necessary in solving problems with incomplete information.Starting at €5.74