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Título:
COMO APRENDEN LOS EJECUTIVOS DE BEST BUY DE SUS EMPLEADOS DE PRIMERA LINEA

Title:
HOW BEST BUY'S EXECUTIVES LEARN FROM THE FRONT LINES

Autor(es):
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Autor(es): JOHNSON, LAUREN KELLER

Fuente del inglés:
HARVARD MANAGEMENT UPDATE, VOL.10, ISSUE 10, OCT., 2005, P.3-4

Fuente del español:
HARVARD MANAGEMENT UPDATE, NO.97, MARZO, 2006, P.1-3

País(es)
N/A

Materia(s):
SERVICIO A CLIENTES; EMPLEADOS; EJECUTIVOS; ALMACENES AL POR MENOR; RENDIMIENTO

Resumen:
The article focuses on how Best Buy Co. Inc's executives of lean from frontline workers. Compared with corporate officers, frontline employees and their managers are ideally positioned to generate creative ideas for serving customers and eliciting top-notch performances from themselves and their teams. At the heart of Best Buy's efforts is a unique program that connects corporate officers with in-the-field operations in retail outlets. In 2003, Best Buy introduced a now well-publicized initiative called "Customer Centricity," meant to give new focus to the needs of Best Buy's diverse customer mix.

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