IESE Insight - Service and Operations Management

Service and Operations Management

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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.

Are electric cars the future?

Sachon, Marc; Welter, Beatriz

All around the world, more voices are calling for urgent action to address the climate crisis. While completely phasing out fossil-fuel vehicles by 2030 may be unrealistic, electric cars do hold enormous promise in certain scenarios, as key data from IESE's latest report on the automotive sector reveals.

How Alibaba is improving welfare in parts of China

Fan, Jingting; Tang, L.; Zhu, Weiming; Zou, Ben E-commerce is booming in China. And nowhere is it more obvious than in smaller and more remote cities, where the prevalence of online shopping is lowering barriers to entry and boosting economic output for those who need it most.

Brexit's impact on 4 key sectors

Ariño, Africa; Daniels, Chris; Caldart, Adrian; Orr, Edward; Rosenberg, Mike Few, if any, companies anticipated Brexit. Now we're all being rocked by the uncertainties, since no one knows quite how this messy divorce will play out. Of course, some sectors are being harder hit than others.

What kind of relationship should I have with Amazon?

Jané, Joan Getting onto Amazon's e-commerce platform usually sends sales skyrocketing. But, let the seller beware: there are strings attached.

How to run companies with the stroke of a hashtag

Llopis, Jaume Twitter has changed how we communication. The book 500 tweets for better management gathers thoughtful messages about the economy and business management from the active account of IESE's Jaume Llopis.

A book for all your New Year's resolutions

This year, hold yourself accountable to all your professional goals.

The Dangers of Payment Variability for Supply Chains

Serrano, Alejandro; Oliva, Rogelio; Kraiselburd, Santiago Today's companies are relying more heavily on trade credit, which amplifies the risk of financial contagion in a supply chain. A new model follows financial flows to explain the propagation and amplification of payment variability -- and risk -- throughout supply chains.

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