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Florida Power & Light's Quality Improvement Program (Spanish Version)
Hart, Christopher W.L.; Livingston, JoanCase HBS-604S06Service and Operations ManagementDescribe el esfuerzo exitoso de una importante compañía de electricidad para instituir un programa integral de mejora de la calidad en toda la organización. Diseñado para ser utilizado en un análisis comparativo de los esfuerzos de mejora de la calidad descrito en Paul Revere Insurance Co. (A). Los estudiantes aprenden que no hay una sola manera "correcta" para construir el concepto de defecto de prevención en una organización (como el que defien...Starting at €8.20
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The Money Back Guarantee (A) (Spanish version)
Hart, Christopher W.L.Case HBS-604S08Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.Starting at €8.20
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Federal Express: The Money Back Guarantee (B) (Spanish Version)
Hart, Christopher W.L.Case HBS-608S13Service and Operations ManagementVéase el caso (A).Starting at €5.74
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Federal Express: The Money Back Guarantee (D) (Spanish Version)
Hart, Christopher W.L.Case HBS-608S15Service and Operations ManagementVéase el caso (A).Starting at €5.74
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Singapore Airlines (A) (Spanish Version)
Hart, Christopher W.L.; Lytle, Lucy N.Case HBS-604S05Service and Operations ManagementLa nueva competencia ha dado lugar a dudas acerca de la excelente reputación de Singapore Airlines para servicios en vuelo. La clave para mantener o mejorar el servicio es la actitud y aptitud de los tripulantes de cabina. La compañía ahora descubre que puede haber problemas en este grupo. Esta es una versión reescrita de los casos anteriores por D. D. Wyckoff.Starting at €8.20
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American Express: decidir sobre un modelo de trabajo híbrido tras la crisis de COVID-19 (B)
Almandoz, John; Reiche, Sebastian; Tatge, LarisaCase DPO-815Corporate Governance, Leadership and People ManagementStarting at €5.74
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A Better Mistake
Tatge, Larisa; ; Sáez de Tejada Cuenca, AnnaCase OIT-19-EService and Operations Management, StrategyItalian entrepreneur Marco Agnolin launched the affordable luxury brand, A Better Mistake (ABM), with the belief that there were better, more sustainable ways to create and sell apparel. The company had received investment and was steadily growing. At the end of 2022, however, the CEO had to take several important decisions. These all centered on one question: how far could the company go in terms of sustainability and remain a profitable busines...Starting at €8.20
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Boosting Engagement & Commitment
García Pont, Carlos; Canales, J. Ignacio; Rothbard, Nancy; Milliken, Frances J.; Tatge, LarisaDossier DOS-29-EInformation Technologies, Knowledge and Communication, Leadership and People ManagementTo the office and beyond! Find inspiration to reach new heights -- personally and professionally -- in this dossier.Starting at €15.00
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How Employee Voice Helps Community Engagement
Milliken, Frances J.; Tatge, LarisaArticle ART-2848-EKnowledge and Communication, Leadership and People ManagementEmployees who feel empowered to share information and ideas with their managers are likely to be more engaged and motivated employees. Conversely, when employees feel they cannot speak up about issues or offer ideas or suggestions, there can be negative consequences -- for employees, their companies and society in general. This article explores the main triggers of employee silence, the effects on employees' attitudes and behavior when they perce...Starting at €8.20
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Amazon: equilibrio entre orientación al cliente y compromiso del empleado
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165Innovation and Change, Service and Operations ManagementAmazon se define como la empresa más centrada en el cliente del mundo y explica su crecimiento en diversos sectores como una forma de ir aportando más valor a sus clientes. Si visión es "to be earth's most customer centric company; to build a place where people can come to find and discover anything they might want to buy online" ("ser la compañía más centrada en el cliente del mundo, crear un lugar al que la gente pueda acudir para encontrar y d...Starting at €8.20