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El diseño de una garantía
Ribera, Jaume; Rosenmöller, MagdaTechnical Note PN-365Service and Operations ManagementSe describe un enfoque para el desarrollo de garantías en servicios. Se empieza definiendo los atributos de excelencia en el servicio ?para esto se presentan tres posibles métodos? y a continuación se dan una serie de indicaciones para la definición de la garantía, utilizando una clasificación de los atributos de excelencia en las dimensiones de control, habilidad e importancia. (Also available in English).Starting at €8.20
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Hospital Clinic de Barcelona: A Governance Concept for an Innovative Hospital
Rosenmöller, Magda; Jaiswal, NikiCase P-1147-ECorporate Governance, Innovation and Change, Leadership and People ManagementStarting at €8.20
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The Value of a Satisfied Customer
Ribera, Jaume; Rosenmöller, MagdaTechnical Note PN-368-EService and Operations ManagementKnowing the value of a customer is an important element in managing the service quality of an organization. By value of a customer we understand the net present value of the cash flows generated by this customer. Our experience shows that in those organizations where this value is known the personnel is more sensitive to losing customers and that these organizations launch many more initiatives to retain them, thus increasing the profitability of...Starting at €8.20
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CASE LEARNING: Selling Adultery
Gerard Seijts; Thomas WatsonArticle IVEY-9B16TE03-EStrategyA year after a massive data breach at its Ashley Madison adultery service, Avid Life Media relaunched in 2016 under a new name. The move was designed to help the business recover from the hacker attack that had exposed its security and governance issues and dashed the desire of investors to take the company public. It was also a strategic step to regain the trust of customers who had been outed as would-be cheaters. Now known as Ruby, the company...Starting at €8.20
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Trumping Divisive Leadership
Gerard Seijts; Thomas WatsonArticle IVEY-9B17TD02-EStrategyAmerica faces a previously unimaginable leadership crisis. And that is why businesspeople fleeing White House advisory councils over Trump’s response to the tragic events in Charlottesville—where a civil rights activist was killed during a violent clash—should be applauded, not attacked. Unfortunately, millions of Trump supporters don’t see a problem with the comfort that racists are taking from his leadership. And because these Trump supporters ...Starting at €8.20
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2014 Showed Character Is as Important as Talent
Gerard SeijtsArticle IVEY-9B15TA03-ELeadership and People ManagementCharacter has often been described as the difference-maker in sports, business and life. The importance of character in the workplace, especially leader character, has proved all too easy to forget in recent years. Events in 2014 involving Toronto Mayor Rob Ford, radio broadcaster Jian Ghomeshi and NFL running back Ray Rice helped demonstrate the important role that character plays in the success and failure of organizations. As this article stat...Starting at €8.20
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A Not So Rosy Situation: Bill Aziz's Challenge at White Rose Crafts and Nursery Sales Limited - Teaching Note
Mary M. Crossan; Gerard Seijts; Ken MarkTeaching Note IVEY-8B07M53-EEntrepreneurship, StrategyTeaching note for product 9B07M053.Starting at €0.00
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Australia and New Zealand Banking Group: The Agile Transformation - Teaching Note
Wiboon Kittilaksanawong; Teeta ErikateTeaching Note IVEY-8B20M006-EStrategyTeaching note for product 9B20M006.Starting at €0.00
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Leadership Lessons from the Pandemic (and Samwise Gamgee)
Thomas Watson; Gerard SeijtsArticle IVEY-9B20TD07-ELeadership and People ManagementWhy today’s business leaders need to show that great stories about fighting for what really matters can exist beyond fiction.Starting at €8.20
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Isaac Park: A Crucible of Leadership
Gerard SeijtsCase IVEY-9B21C002-EInformation Technologies, Leadership and People ManagementIsaac Park was only six weeks into the role of leading all technology operations for Primal Leadership Solutions, a global leadership advisory organization that offered consulting services and executive recruitment. The lifeblood of the business was its dStarting at €8.20