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All HBS Web
(115,723)
- Faculty Publications (292)
- September 2000 (Revised January 2016)
- Case
Netflix (2000)
The CEO of a successful Internet start-up must decide whether to delay the company's initial public offering following a significant decline in the NASDAQ market during the spring of 2000. The company's CFO is asked to reevaluate the company's projected cash flow needs...
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Keywords:
Business Model;
Contracts;
Initial Public Offering;
Cash Flow;
Service Delivery;
Financial Strategy;
Web Services Industry
Mayfield, E. Scott. "Netflix (2000)." Harvard Business School Case 201-037, September 2000. (Revised January 2016.)
- August 2000
- Case
Alison Brown of Compass Records
By: Teresa M. Amabile and Amy Blitz
Highly acclaimed recording artist, banjo player, and jazz/blue grass composer Alison Brown has used her artistic experience and MBA-based business savvy to found a successful independent record company with bassist/husband Garry West. Representing a stellar roster of...
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Keywords:
Entrepreneurship;
Technological Innovation;
Growth and Development Strategy;
Growth Management;
Industry Structures;
Service Delivery;
Business Strategy;
Expansion;
Entertainment and Recreation Industry;
Music Industry
Amabile, Teresa M., and Amy Blitz. "Alison Brown of Compass Records." Harvard Business School Case 801-089, August 2000.
- August 2000
- Case
Project ACHIEVE - January 2000
By: H. Kent Bowen and Elizabeth Kind
Education services target public schools to assist the school with technology and services that will improve their communication with students, parents, and the community. There is also the goal of increasing scores of measured learning. How does a small company do...
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Keywords:
Information Technology;
Service Delivery;
Learning;
Interactive Communication;
Measurement and Metrics;
Performance Consistency;
Business and Community Relations;
Expansion;
Technology Adoption;
Education Industry
Bowen, H. Kent, and Elizabeth Kind. "Project ACHIEVE - January 2000." Harvard Business School Case 601-044, August 2000.
- July 2000 (Revised May 2002)
- Case
Gateway: Moving Beyond the Box
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result.
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Keywords:
Transition;
Change Management;
Valuation;
Service Operations;
Service Delivery;
Distribution Channels;
Computer Industry;
Electronics Industry;
United States
Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Gateway: Moving Beyond the Box." Harvard Business School Case 601-038, July 2000. (Revised May 2002.)
- June 2000
- Case
Lifeline Systems, Inc. (A)
By: H. Kent Bowen and Marilyn Matis
Lifeline Systems provides emergency response equipment to the elderly who live at home. The company uses local hospitals to market, sell, and install these units in homes, while the hospital monitors and calls for aid to respond to emergency calls from the elderly...
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Keywords:
Health Care and Treatment;
Product Marketing;
Sales;
Problems and Challenges;
Growth and Development Strategy;
Managerial Roles;
Service Operations;
Information Infrastructure;
Age;
Service Delivery;
Restructuring;
Crisis Management;
Health Industry;
Service Industry
Bowen, H. Kent, and Marilyn Matis. "Lifeline Systems, Inc. (A)." Harvard Business School Case 600-099, June 2000.
- March 2000 (Revised May 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of...
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Keywords:
Leadership;
Negotiation Process;
Service Delivery;
Groups and Teams;
Entrepreneurship;
Negotiation Deal;
Gender;
Banking Industry;
Service Industry;
Telecommunications Industry
Nanda, Ashish, Thomas J. DeLong, and Sarah S. Khetani. "Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal." Harvard Business School Case 800-213, March 2000. (Revised May 2001.)
- March 2000 (Revised April 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client.
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Keywords:
Leadership;
Negotiation Process;
Service Delivery;
Groups and Teams;
Entrepreneurship;
Negotiation Deal;
Gender;
Banking Industry;
Service Industry;
Telecommunications Industry
Nanda, Ashish, Thomas J. DeLong, and Sarah S. Khetani. "Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal." Harvard Business School Case 800-242, March 2000. (Revised April 2001.)
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (A)
By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures.
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Keywords:
Customer Focus and Relationships;
Financing and Loans;
Technological Innovation;
Business or Company Management;
Marketing Strategy;
Product Launch;
Service Delivery;
Competitive Strategy;
Competitive Advantage;
Service Industry;
Web Services Industry
Applegate, Lynda M., Genevieve J.S. Feraud, and Sheila L Marcelo. "InSite Marketing Technology (A)." Harvard Business School Case 800-279, February 2000. (Revised April 2003.)
- November 1999 (Revised March 2003)
- Case
Webvan: Groceries on the Internet
By: John A. Deighton and Kayla Bakshi
What are the prospects for grocery shopping on the Web? This case invites a comparison of seven business models, with particular emphasis on Webvan. Why does the investment community value Webvan at $7.8 billion after less than six months of operating experience, and...
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Keywords:
Business Model;
Experience and Expertise;
Investment;
Information;
Marketing;
Distribution Channels;
Service Delivery;
Cognition and Thinking;
Internet and the Web;
Retail Industry;
Service Industry
Deighton, John A., and Kayla Bakshi. "Webvan: Groceries on the Internet." Harvard Business School Case 500-052, November 1999. (Revised March 2003.)
- September 1999 (Revised September 1999)
- Case
Convergys Corporation
By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For...
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- March 1999 (Revised February 2000)
- Case
Patient Care Delivery Model at the Massachusetts General Hospital, The
By: Amy C. Edmondson, Richard M.J. Bohmer and Emily Heaphy
Examines the implementation of a new patient care delivery model at Massachusetts General Hospital. Uses clinical and financial data to examine different choices for staffing non-physician health care professionals and to understand the challenges of managing change...
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Keywords:
Change Management;
Service Delivery;
Health Care and Treatment;
Health Industry;
Massachusetts
Edmondson, Amy C., Richard M.J. Bohmer, and Emily Heaphy. "Patient Care Delivery Model at the Massachusetts General Hospital, The." Harvard Business School Case 699-154, March 1999. (Revised February 2000.)
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location...
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- September 1998 (Revised July 1999)
- Case
Costco Companies, Inc.
By: David E. Bell and Ann Leamon
Costco Companies, one of the major players in the wholesale club industry, has developed a new class of membership that offers discounted services--auto, health, and home insurance, business credit card processing, real estate services--in exchange for a higher annual...
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Keywords:
Cost vs Benefits;
Cost Management;
Brands and Branding;
Marketing Strategy;
Supply and Industry;
Service Delivery;
Service Operations;
Risk and Uncertainty;
Retail Industry
Bell, David E., and Ann Leamon. "Costco Companies, Inc." Harvard Business School Case 599-041, September 1998. (Revised July 1999.)
- November 1997 (Revised December 2000)
- Case
Corn Products International, Inc.
By: Ray A. Goldberg and Tom Clay
A firm that started in corn processing and moved up the value-added food chain decides to spin-off the original commodity part of the business. How does the new spin-off survive and how does it develop a strategy? Firms in the food system are separating out their...
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Keywords:
Transformation;
Growth and Development Strategy;
Brands and Branding;
Marketing Strategy;
Product Development;
Service Delivery;
Vertical Integration;
Food and Beverage Industry
Goldberg, Ray A., and Tom Clay. "Corn Products International, Inc." Harvard Business School Case 598-051, November 1997. (Revised December 2000.)
- October 1997 (Revised May 1998)
- Supplement
Asda (B)
By: Michael Beer and James Weber
Describes Archie Norman's efforts over a five-year period to turn around the company by regaining financial control, delivering management, creating experimental projects where individuals felt free to innovate, instituting a back-to-roots strategy that put customers...
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Keywords:
Change Management;
Customer Relationship Management;
Governance Controls;
Innovation and Invention;
Management;
Service Delivery;
Organizational Culture;
Strategy;
Food and Beverage Industry;
Retail Industry
Beer, Michael, and James Weber. "Asda (B)." Harvard Business School Supplement 498-007, October 1997. (Revised May 1998.)
- February 1997 (Revised April 1998)
- Case
first direct (A)
Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout...
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Keywords:
Service Delivery;
Customer Satisfaction;
Banks and Banking;
Innovation and Invention;
Banking Industry;
United Kingdom
Rayport, Jeffrey F., and Dickson Louie. "first direct (A)." Harvard Business School Case 897-079, February 1997. (Revised April 1998.)
- winter 1997
- Article
The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry
By: Willis Emmons and Robin A. Prager
Keywords:
Markets;
Ownership;
Price;
Service Delivery;
Entertainment;
Media and Broadcasting Industry
Emmons, Willis, and Robin A. Prager. "The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry." RAND Journal of Economics 28, no. 4 (winter 1997): 732–750.
- September 1996 (Revised June 1997)
- Case
QVC, Inc.
Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose...
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Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
- 1996
- Chapter
Commercial Technology: Imaginative Understanding of User Needs
By: D. A. Leonard and J. Doyle
- February 1996 (Revised November 2003)
- Case
Indianapolis: Activity-Based Costing of City Services (A)
By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing...
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Keywords:
Cost Management;
Public Sector;
Activity Based Costing and Management;
Service Delivery;
Privatization;
City;
Indianapolis
Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)