Search Results

23 items match your search criteria. Click here for tips on how to optimize your results.
New search Refine search
Sorted by date

Share Now: Aiming for Profitable Growth 

Date: 11/06/2019 Author(s): Moscoso, Philip; Soto, Manuel Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Case The case describes the recent decisions taken by the management of Share Now, a leading carsharing company (the result of a merger between Car2Go and Drive Now). As part of its strategic plan for the city of Madrid, the company has decided to increase its area of coverage by 27 km2, while adding another 450 electrical cars to the fleet. Furthermore, ... More information

The HP Helion Proposal: To Migrate or Not to Migrate to the Cloud, That Is the Question 

Date: 29/09/2015 Author(s): Flores, Juan Enrique; Vázquez, Francisco; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Case Almuri is a multinational in the food sector that is considering migrating to a hybrid cloud solution offered by HP. By doing so, it hopes to achieve not only major monetary savings but also, more importantly, the flexibility required by its growth plan for the coming years. This case was recognized by the European Foundation for Management Development ... More information

Fernández-Vega Eye Institute 

Date: 27/02/2015 Author(s): Serrano, Alejandro; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Case The Fernández-Vega Eye Institute in Oviedo, Asturias, is possibly the most famous clinic in Spain in its specialty. It is not only notable for its high medical quality; the clinic has also optimized its provision of services using business criteria with the aim of improving the customer experience. Faced with a growing demand for its medical services, ... More information

Procurement and Outsourcing 

Date: 29/01/2015 Author(s): Moscoso, Philip; Lago, Alejandro Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Technical Note Every firm at some point is faced with a fundamental question: What resources and which activities in the value chain should be supplied in-house? In short, it is the well-known dilemma of "make or buy." This note presents managers with a summary of the keys and opportunities of outsourcing and procurement in order to help them transform these activities ... More information

Quality Management, Lean Management and Continuous Improvement 

Date: 26/01/2015 Author(s): Moscoso, Philip; Lago, Alejandro Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Technical Note This note provides an overview of the essential points of quality management, lean management and continuous improvement. It aims to help executives to identify the concepts, methodologies and tools that will allow them to improve the quality of their products and services and the way in which these are supplied to their customers - ultimately, to ... More information

Managing Queues in Bank Branches: BBVA Case (B) 

Date: 09/12/2014 Author(s): Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Case Part (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners. More information

Managing Queues in Bank Branches: BBVA Case (A) 

Date: 09/12/2014 Author(s): Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Case In 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable. More information

Key Elements of Flow, Time and Queue Management 

Date: 09/12/2014 Author(s): Lago, Alejandro; Yankovic, Natalia; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Technical Note This note describes the essentials and key elements of flow, waiting line and time management. It explains the reasons for so many waits (lines) in processes in practice and explains which elements executives can act on to reduce how long their customers wait. More information

A Project Management Methodology 

Date: 28/10/2013 Author(s): Moscoso, Philip; Ribera, Jaume Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Technical Note This technical note presents a project management methodology for managers. The methodology is applied over the course of the main phases of the project life cycle and has been used successfully in many real-life projects. It is accompanied by tools that can be used in different phases of the project life cycle, as well as practical recommendations ... More information Read related article

Human and Organizational Factors in Operations Management 

Date: 22/01/2013 Author(s): Moscoso, Philip; Lago, Alejandro; Rodríguez-Lluesma, Carlos Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Technical Note This note analyzes the importance of the human and organizational factor in an operations system and its characteristics as a productive factor. This importance stretches from the undertaking of individual activities, through to the organizational structure that supports the system, and on to the operational culture. The requirements necessary to achieve ... More information Read related article
PAGE 1 of 3
Go to page