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| | How Companies Should Weigh In on a Controversy> |
Bersoff, David M;Sucher, Sandra J.;Tufano, Peter
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Cases | R2402H |
2024/03/01 | 4607w |
Executives need guidance about managing their organizations'' engagement with societal issues-including hot-button topics such as gender, climate, and racial discrimination. Success in this realm does not mean avoiding public controversy or achieving unanimous support among key stakeholders, the authors write. Rather, it results from adhering to certain processes and strategies, which they have derived from recent global survey research along .....more
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| | Encouraging Good Behavior from Your Customers> |
van Jaarsveld, Danielle D;Walker, David D;Kyung (Irene) Kim, Su
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Cases | H07BR1 |
2022/11/09 | |
Most companies plan how they manage employees, but how many consider how to manage their customers? Given how important customer-employee relationships are to business, and amid rising reports of customer incivility toward the frontline workforce, organizations are taking a page from people management and learning how to better select, train, evaluate, discipline - and even sometimes fire - customers.
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| | Introduction> |
Field, Joy M.
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Cases | BEP559 |
2021/01/01 | 9p |
Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more
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| | The Changing Nature of Service Processes> |
Field, Joy M.
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Cases | BEP560 |
2021/01/01 | 48p |
Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more
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| | Value Co-Creation in Service Processes> |
Field, Joy M.
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Cases | BEP561 |
2021/01/01 | 46p |
Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more
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| | Knowledge-Intensive Services> |
Field, Joy M.
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Cases | BEP562 |
2021/01/01 | 24p |
Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more
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| | Unlocking Capabilities> |
Field, Joy M.
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Cases | BEP563 |
2021/01/01 | 22p |
Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more
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| | Improving Access at VA (Update)> |
Buell, Ryan W.
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Supplement | 9-621-070 |
2020/11/24 | 5p |
In November 2020, Chief Veterans Experience Officer, Lynda Davis, and Deputy Chief Veterans Experience Officer, Barbara C. Morton reflect on a busy four years leading the Veterans Experience Office at the U.S. Department of Veterans Affairs. The case provides an update on the transformation efforts at VA that were documented in the "Improving Access at VA" case.
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| | Facelift at Olay (B)> |
Gupta, Sunil;Lal, Rajiv;Hull, Olivia
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Supplement | 9-521-002 |
2020/08/21 | 12p |
This supplement to Facelift at Olay (A) explains the major steps Procter & Gamble''s skincare brand Olay took to reverse several years of declining sales.
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| | Too Long for Comfort: Tackling Consultation Wait Time at a Hospital Emergency Department> |
Ang, Marcus Teck Meng;Hu, Arthur Ruey Heng;Lam, Sean Shao Wei
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Case | SMU869 |
2020/08/20 | 9p |
In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised in children and women healthcare, had been requested to gather insights and seek improvements to the pre-consultation waits at the hospital''s Children''s Emergency (CE) department. After an initial study, minor schedule adjustments were put into place, with many shifts starting .....more
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