Service and Operations Management RSS

Knowledge Exchange  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. Read article

Studies and Reports  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. Read article

Books  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. Read article

Latest IESE documents

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