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An Overview of Service Design
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-478-EService and Operations ManagementThe purpose of this note is to review service design and new service development literature. In order to provide a comprehensive outlook on the subject, the note starts by reviewing the main concepts of product development and their applicability to service design. It then proceeds to describe the main ideas regarding service design and their linkage to the world of operations.Starting at €8.20
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The Service Activity Sequence in Healthcare
Munoz-Seca, Beatriz; Arenas, RocioTechnical Note PN-485-EService and Operations ManagementImprovement in service operations is a key element in Health Care. Starting from the frame of reference provided by the Service Activity Sequence (SAS)[ [Muñoz-Seca, 2011], this note presents experiences on SAS activities. This note provides a brief summary of SAS and expands on examples on how health care providers are dealing with some of the SAS activities.Starting at €8.20
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Spotify: Face the Music (Update 2019)
Vroom, Govert; Sastre Boquet, IsaacCase SM-1685-EInformation Technologies, Innovation and Change, StrategyIn early 2019, Spotify announced an operating profit of $94 million for the fourth quarter of 2018. The world's largest streaming company was approaching profitability for the first time, after a decade of massive losses. Previously a staggering increase in revenue, which exceeded $5 billion at the end of 2018, had failed to get it out of the red. By the late 2010s, streaming had become the way to consume music, fueling the first global sustained...Starting at €8.20
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Sustaining Competitive Advantage: Competitive Strategy
Ly, Bryan S.; Vroom, GovertTechnical Note SMN-679-EInnovation and Change, Leadership and People ManagementIn "Value Creation & Capture", we discussed how firms gain competitive advantage and create value by making choices and trade-offs, allowing them to capture more value than rivals, and hence, generate greater profit. This note focuses on the internal analysis of a firm, concentrating on how a firm can combat imitation by utilizing its unique resources, capabilities, and core competencies. This resource-based approach emphasizes that the key to pr...Starting at €8.20
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Competitive dynamics: Competitive Strategy
Ly, Bryan S.; Vroom, GovertTechnical Note SMN-680-EInnovation and Change, Leadership and People ManagementThis technical note will discuss some of the main strategies firms employ in close competition with other firms and how game theory can be used to help shape a firm's competitive strategy.Starting at €8.20
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El Instituto Nacional de las Artes Escénicas y de la Música, INAEM
Munoz-Seca, Beatriz; Riverola, JosepCase P-1129Innovation and Change, Service and Operations ManagementEl caso expone los retos de Miguel Ángel Recio, director general del INAEM (Instituto Nacional de las Artes Escénicas y de la Música) para lograr que la institución se guíe por operaciones del siglo XXI. El INAEM es una institución pública con 14 unidades diferentes, que van desde el Teatro de la Zarzuela (TZ) hasta la Orquesta y Coro Nacionales de España (OCNE). El caso se desarrolla principalmente mediante una conversación entre Miguel Ángel y ...Starting at €8.20
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Spotify: Face the Music - Teaching Note
Vroom, Govert; Sastre Boquet, IsaacTeaching Note SMT-104-EStrategyStarting at €0.00
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Competitive dynamics
Ly, Bryan S.; Vroom, GovertTechnical Note SMN-680Innovation and Change, Leadership and People ManagementEn la presente nota técnica se comentarán algunas de las principales estrategias que emplean las compañías con una gran rivalidad con otras empresas y cómo la teoría de juegos se puede utilizar para dar forma a la estrategia competitiva de las organizaciones.Starting at €8.20
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AVE: ¿sostenibilidad en el servicio o reinventarse
Munoz-Seca, BeatrizCase P-1168Service and Operations ManagementEl caso narra las actuaciones llevadas a cabo por la Unidad de Negocio (UN) de la Alta Velocidad de Renfe desde su creación hasta la consecución del Premio Europeo para la Calidad. La UN afronta ahora nuevos retos en un marco desregularizado y con la ampliación de sus servicios. Este caso está basado en el caso "AVE y la búsqueda de la excelencia en el servicio" de la misma autora (P-1017).Starting at €8.20
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Compitiendo desde las operaciones: la implantación de la nueva cultura operativa
Munoz-Seca, BeatrizTechnical Note PN-456Service and Operations Management¿Cómo se logra la implantación de la cultura nueva operativa? Ése es el gran reto de la alta dirección (AD), y tenemos que reconocer que no es sencillo. Es necesario dar un camino estructurado de aplicación. No vamos a darles un manual de procedimiento. Sinceramente, eso se nos quedaría corto. Vamos a proponer una guía de implantación para que cada lector adapte sus necesidades y se haga su propia composición de implantación. Es como un puzzle q...Starting at €8.20