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Managing Customer Profitability at the MGM Grand Hotel (Spanish version)
Campbell, Dennis; Martinez-Jerez, F. Asis; Epstein, Marc J.; Bellin, JoshuaCase HBS-113S07Information TechnologiesThe MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas generally, understanding the nongaming customers appeared to be of critical importance to the continuing growth of the resort.Starting at €8.20
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El trilema de Algorismika
Armengou Orús, Jaume; García-Castro, RobertoCase AD-383Decision Analysis, Entrepreneurship, Information TechnologiesUna start-up de desarrollo de software se plantea si seguir tal como está, o bien consolidarse, o bien venderse a otra empresa ya consolidada.Starting at €8.20
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Atento: Managing the Employee Lifecycle in Brazil, Teaching Note
Martinez-Jerez, F. Asis; Casas-Arce, Pablo; Ittner, Christopher D.Teaching Note HBS-114013-ELeadership and People ManagementTeaching Note for 114013.Starting at €0.00
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Multiasistencia: Redefining the Relationship with Its Service Professionals
Martinez-Jerez, F. Asis; Perez, Maria Garcia; Miller, KatherineCase HBS-113143-EAccounting and ControlMultiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service professionals from a referral model to a guaranteed workload one.Starting at €8.20
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Measuring Risk in Investment Projects: NPV at Risk
García-Castro, RobertoTechnical Note ADN-286-EDecision Analysis, FinanceNPV is based on the discount of expected, future cash flows. As such, it is subject to substantial uncertainty in real applications. This uncertainty is often neglected in some companies due to a lack of appropriate tools to manage it. One way to account for all the risk associated with a particular investment project is to use the probability distribution associated with the NPV (NPVAR), once the main uncertainties have been identified and measu...Starting at €8.20
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Subjective Decisions, Perception and Time
Baucells Alibés, Manel; García-Castro, RobertoTechnical Note ADN-288-EDecision Analysis, EconomicsRecently, the way people commonly deal with decisions involving time has become an important research topic for economists and psychologists alike. This note offers a summary of some of the main results, which have applications in understanding consumer behavior and also in everyday life to help us make better decisions. This note is based on the note "Time, Perception and Decision-Making" from Manel Baucells and Lucy Chatburn, ADN-264-E.Starting at €8.20
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Customer-Centric Information and Control Systems in B2B Settings: The Case for Customer-Supplier Partnerships, Module Note for Instructors
Martinez-Jerez, F. AsisTeaching Note HBS-111106-EAccounting and ControlStarting at €0.00
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Information and Control Systems for Customer-Centric Organizations, Module Note For Instructors
Martinez-Jerez, F. AsisTeaching Note HBS-111104-EService and Operations ManagementStarting at €0.00
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Emergia: Driving Profitability on Help Desk Contracts
Martinez-Jerez, F. Asis; Brem, LisaCase HBS-111048-EFinanceEmergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?Starting at €8.20
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Using Regression Analysis to Estimate Time Equations
Martinez-Jerez, F. Asis; Blumenkranc, Ariel AndresCase HBS-111001-EAccounting and ControlThis note presents a simple way to estimate time equations using regression analysis in Excel. The note quickly outlines regression analysis, then presents a real-life case example from the natural gas industry that students can use to gain experience developing and interpreting the results of time equations.Starting at €8.20