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Service and Operations Management
A CEO's mantra: Stop customers from suffering
IESE Insight
For a regulated public utility like Madrileña Red de Gas, what's the bottom-line incentive to pursue customer-service improvements? The CEO, Alejandro Lafarga, explains his business calling.
How profitable are bike-sharing systems?
Martínez, Sergi; Tapia, Albert; Bernardo, Valeria; Rodríguez Planas, Miquel; Ricart, Joan Enric
For every 1 euro invested in urban bike-sharing programs, cities are seeing as much as 1.72 euros in return. Will this golden era of cycling last? A look at the economics, well-being and future directions on two wheels.
A guide to achieving excellence in service delivery
Muñoz-Seca, Beatriz
With real-life examples and plenty of practical tips, the book
How to Get Things Right
will show you how to implement the Service Problem Driven Management (SPDM) model to improve your company's service delivery.
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Latest IESE documents
Share Now: ¿cómo crecer de forma rentable?
Moscoso, Philip; Soto, Manuel
How to Get Things Right
Muñoz-Seca, Beatriz
The Economic Impact of Bike Sharing in European Cities
Martínez, Sergi; Tapia, Albert; Bernardo, Valeria; Rodríguez Planas, Miquel; Ricart, Joan Enric
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