Publications
Publications
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- All HBS Web
(117,172)
- Faculty Publications (3,211)
- October 2002 (Revised May 2003)
- Case
Dynatrol Corporation: Andover Assembly Division
By: H. Kent Bowen, Janice H. Hammond and Ramchandran Jaikumar
While grappling with glitches in the design and operation of its production system, Andover Assembly must also launch a new sensor product line to meet ultimatums issued by frustrated Signatron vice presidents. The financial returns of the division are not meeting... View Details
- October 2002 (Revised May 2021)
- Case
Group Process in the Challenger Launch Decision (A)
By: Amy C. Edmondson and Laura Feldman
The night before the launch of the Challenger shuttle, officials from Morton Thiokol (Solid Rocket Booster manufacturer) and NASA participated in a teleconference to discuss whether to postpone the shuttle launch due to predicted low temperatures at Kennedy Space... View Details
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
- 2002
- Working Paper
Control Systems for Customer Behavior
By: Frances X. Frei, Amy C. Edmondson and Corey Hajim
- 1 Oct 2002
- Conference Presentation
Intellectual Property, Architecture, and the Management of Technological Transitions: Evidence from Microsoft Corporation
By: Alan MacCormack and Marco Iansiti
- October 2002 (Revised March 2013)
- Case
Intermountain Health Care
By: Richard M.J. Bohmer, Amy C. Edmondson and Laura Feldman
Intermountain Health Care (IHC), an integrated delivery system based in Utah, has adopted a new strategy for managing health care delivery. The approach focuses management attention not only on the facilities where care takes place but also on physician decision making... View Details
- September 2002 (Revised January 2003)
- Case
Intrawest Corporation
By: Frances X. Frei, Daniel Rethazy and Corey B. Hajim
Describes the dilemma surrounding Intrawest's growth strategy for the future. The organization must decide whether to continue its present development tactic or use its expertise to diversify its resort products in terms of location and type or spin off associated... View Details
- September 2002 (Revised November 2002)
- Case
Transformation at the IRS
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
- September 2002 (Revised April 2006)
- Case
Istituto Clinico Humanitas (A)
By: Richard M.J. Bohmer, Gary P. Pisano and Ning Tang
Istituto Clinico Humanitas is a newly built private hospital, south of Milan, Italy, that has attained unusual profitability while treating public system patients. The hospital was built and is managed by Techosp, a subsidiary of Techint, a global engineering and... View Details
- September 2002 (Revised October 2002)
- Case
Bank of America (A)
By: Stefan H. Thomke and Ashok Nimgade
Describes how Bank of America is creating a system for product and service innovation in its retail banking business. Emphasis is placed on the role of experimentation in some two-dozen real-life "laboratories" that serve as fully operating banking branches and as... View Details
- September 2002 (Revised October 2002)
- Case
Bank of America (B)
By: Stefan H. Thomke and Ashok Nimgade
Supplements the (A) case. View Details
- September 2002 (Revised October 2002)
- Case
Orient-Express Hotels
By: Frances X. Frei and Corey B. Hajim
Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as... View Details
- September 2002
- Case
Abercrombie & Kent
By: Frances X. Frei, Brian Corbett, Mark Partin and Daniel Rethazy
Describes Abercrombie & Kent, the outdoor adventure company that has provided services throughout the entire history of the outdoor adventure industry. Provides an opportunity to learn how the company successfully grown into a premier player in the industry by adapting... View Details
- September 2002
- Article
Situated Knowledge and Learning in Dispersed Teams
By: Deborah Sole and Amy Edmondson
- 2002
- Working Paper
The New Operational Dynamics of Business Ecosystems: Implications for Policy, Operations and Technology Strategy
By: Marco Iansiti and Roy Levien
- August 2002
- Case
eBay (C): PayPal Merger
By: Frances X. Frei and Hanna Rodriguez-Farrar
Supplements the (A) case. View Details
- August 2002 (Revised June 2006)
- Case
Great Dakota Bank: Online Banking
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
- September 2002
- Article
Universal Access and Local Commercial Internet Markets
By: Tom Downes and Shane Greenstein
- July 2002
- Article
Asset Accumulation, Interdependence and Technological Change: Evidence from Pharmaceutical Drug Discovery
By: Stefan Thomke and Walter Kuemmerle
- July 2002
- Article
Estimating and Controlling Workplace Risk: An Approach for Occupational Hygiene and Safety Professionals
By: Michael W. Toffel and Lawrence Birkner