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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Pilgrim Bank (B): Customer Retention (Spanish Version)
Frei, Frances X.Case HBS-605S19Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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The Achilles Heel of the Driven, Ambitious Professional: How Your Drive to Achieve May Be Sabotaging Your Career
DeLong, Thomas J.Book Chapter HBS-8515BC-EIf you're a successful leader, you probably have a hard-charging, high-need-for-achievement personality. Yet those very traits that have made you successful can sabotage your career without your even knowing it. Sticking with your proven strengths instead of risking exposure of your weaknesses can hold you back from higher levels of success. In this chapter, organizational behavior expert Thomas DeLong introduces eleven traits that characterize h...Starting at €8.20
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The Challenge of Doing the Right Thing Poorly: Courage and Vulnerability--Your Path to Greater Success and Satisfaction
DeLong, Thomas J.Book Chapter HBS-8516BC-EIt's a paradox: many highly successful people tend to become reluctant to move beyond their already proven capabilities. Behind this inertia is a deeply rooted anxiety: you want to continually perform at peak level, to be recognized, and to have strong relationships with your boss and your colleagues. To overcome this anxiety and keep growing, says organizational behavior expert Tom DeLong, you must allow yourself to do the right thing poorly. Li...Starting at €8.20
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Isolation: Why Do I Keep Voting Myself Off the Island--How to Deal with Unfounded Anxiety About Your Status at Work
DeLong, Thomas J.Book Chapter HBS-8518BC-EAchievement-craving professionals want to believe they're in the inner circle, that they're members of the club. Successful, smart A players may seem outwardly confident, but beneath that glossy veneer lurks an inner doubt: Am I as good as everyone thinks I am? Does management see me as an indispensable member of the team? If you're like most high-need-for-achievement personalities, you are always worrying about your role in the organization. Thi...Starting at €8.20
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Significance: Does Anyone but Me Care About Me--How Confirming Your Professional Significance Leads to Growth and Change
DeLong, Thomas J.Book Chapter HBS-8519BC-EWhat constitutes a feeling of insignificance? Lack of encouragement from your boss? The nagging sense that you are merely a replaceable part? Odds are, if you're a high-need-for-achievement type, prestige and pay are not enough--you need to feel that you matter to your organization. But according to leadership expert Thomas DeLong, many organizations lack the consciousness to address issues of significance and meaning among their people--they are...Starting at €8.20