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Show Results For
- All HBS Web
(17,205)
- People (33)
- News (3,950)
- Research (10,166)
- Events (68)
- Multimedia (104)
- Faculty Publications (8,187)
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
- April 2018 (Revised October 2023)
- Case
Coco Chanel: From Fashion Icon to Nazi Agent
By: Geoffrey Jones and Emily Grandjean
This case describes the career of the iconic French fashion designer Coco Chanel who created a transformational business during the first half of the 20th century. Beginning in her early adulthood, Chanel leveraged relationships with acquaintances, friends, and... View Details
Keywords: Business History; Biography; Entrepreneurship; Relationships; Brands and Branding; Ethics; Apparel and Accessories Industry; Apparel and Accessories Industry
Jones, Geoffrey, and Emily Grandjean. "Coco Chanel: From Fashion Icon to Nazi Agent." Harvard Business School Case 318-139, April 2018. (Revised October 2023.)
- September 2020 (Revised February 2021)
- Case
Zameer Kassam Fine Jewelry: Engaging Clients
By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
- February 1998 (Revised July 1998)
- Case
Rob Parson at Morgan Stanley (A)
Rob Parson was a star producer in Morgan Stanley's Capital Markets division. He had been recruited from a competitor the prior year and had generated substantial revenues since joining the firm. Unfortunately, Parson's reviews from the 360-degree performance evaluation... View Details
Keywords: Management; Personal Development and Career; Performance Evaluation; Financial Services Industry
Burton, M. Diane. "Rob Parson at Morgan Stanley (A)." Harvard Business School Case 498-054, February 1998. (Revised July 1998.)
- August 1985 (Revised July 1991)
- Case
Universal Circuits, Inc.
By: Thomas R. Piper
The manager of international finance of a major U.S. electronics company is concerned about the exposure of the firm to changes in exchange rates. Of particular concern is the exposure of operations to changes in real exchange rates. The teaching objectives include: 1)... View Details
Keywords: Credit Derivatives and Swaps; International Finance; Currency Exchange Rate; Business Plan; Risk and Uncertainty; Financial Management; Financial Strategy; Electronics Industry; United States
Piper, Thomas R. "Universal Circuits, Inc." Harvard Business School Case 286-006, August 1985. (Revised July 1991.)
- November 2020
- Case
Axis My India
By: Ananth Raman, Ann Winslow and Kairavi Dey
Pradeep Gupta founded Axis My India (AMI) as a printing and publishing company in 1998. In 2013, AMI expanded into consumer research and election forecasting. Although a relatively unknown entity, AMI predicted several election results accurately. Gupta describes AMI’s... View Details
Keywords: Market Research; Operations; Management; Infrastructure; Logistics; Service Operations; Political Elections; Forecasting and Prediction; Asia; India
Raman, Ananth, Ann Winslow, and Kairavi Dey. "Axis My India." Harvard Business School Case 621-075, November 2020.
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- April 2006 (Revised September 2009)
- Case
BYD Company, Ltd.
By: Robert S. Huckman and Alan D. MacCormack
Considers whether BYD Co., Ltd., the largest Chinese maker of rechargeable batteries, should enter the Chinese automobile industry by acquiring Qinchuan Auto, a state-owned car manufacturer. Set just after BYD's initial public offering on the Hong Kong Stock Exchange... View Details
Keywords: Mergers and Acquisitions; Labor; Production; Competitive Advantage; Diversification; Auto Industry; Battery Industry; Manufacturing Industry; China
Huckman, Robert S., and Alan D. MacCormack. "BYD Company, Ltd." Harvard Business School Case 606-139, April 2006. (Revised September 2009.)
- October 2012
- Case
Microsoft Office 2007 (Abridged)
By: Marco Iansiti and Bianca Buccitelli
A discussion of the history and processes behind the development of Microsoft's Office 12 software. View Details
Keywords: History; Applications and Software; Research and Development; Business Processes; Product Development
Iansiti, Marco, and Bianca Buccitelli. "Microsoft Office 2007 (Abridged)." Harvard Business School Case 613-061, October 2012.
- February 2007 (Revised August 2007)
- Case
Microsoft Office 2007
By: Marco Iansiti and Bianca Buccitelli
A discussion of the history and processes behind the development of Microsoft's Office 12 software. View Details
Keywords: History; Applications and Software; Research and Development; Business Processes; Product Development
Iansiti, Marco, and Bianca Buccitelli. "Microsoft Office 2007." Harvard Business School Case 607-015, February 2007. (Revised August 2007.)
- 02 Mar 2009
- Research & Ideas
When Goal Setting Goes Bad
It's the rare manager who doesn't partake in quarterly or annual goal-setting exercises. And woe to those who don't make their goals SMART (Specific, Measurable, Attainable, Realistic, Timely). But do these goals really work? Researchers... View Details
Keywords: by Sean Silverthorne
- October 2015
- Case
Transpower New Zealand: Evaluating Board Performance
By: Boris Groysberg, Paul M. Healy and Sarah L. Abbott
Mark Verbiest, Chairman of Transpower New Zealand, initiated a performance review of Transpower's board of directors. The review, which took four months to complete, provided board members with individualized feedback on their performance, as well as information on how... View Details
Keywords: Board Of Directors; Performance Evaluation; Governance; Leadership; Performance; Organizations; Human Resources; Decision Making; New Zealand
Groysberg, Boris, Paul M. Healy, and Sarah L. Abbott. "Transpower New Zealand: Evaluating Board Performance." Harvard Business School Case 416-024, October 2015.
- January 1985 (Revised June 1993)
- Case
Turner Construction Co.
In June, 1984, a vice president at Turner Construction Co. must decide whether to approve a construction project being considered by one of Turner's territorial offices and how to manage that territory general manager's apparent reluctance to pursue another account... View Details
Keywords: Organizational Structure; Projects; Market Entry and Exit; Integration; Contracts; Marketing Strategy; Sales; Business or Company Management; Business Offices; Geographic Location; Construction Industry
Cespedes, Frank V. "Turner Construction Co." Harvard Business School Case 585-031, January 1985. (Revised June 1993.)
Emil N. Siriwardane
Emil Siriwardane is an associate professor of business administration in the Finance Unit.
Professor Siriwardane’s research studies the ways in which financial intermediaries influence capital markets, how perceptions of risk impact business cycles,... View Details
Strategic Brew: A Market Simulation
Strategic Brew simulates real life challenges facing the strategist. It allows users to experience and internalize the process of strategy formulation, execution, and communication in a simulated context and to see how these processes interplay with other... View Details
- August 2006
- Case
Dreyer's Slow Churned(TM) Ice Cream
By: Noel H. Watson, Steven C. Wheelwright and Brian DeLacey
Examines capacity forecasting and planning in a complex new product introduction scenario. The introduction at Dreyer's, a large dairy snack manufacturer, involves not only a new product but a new manufacturing process and product package, thus implying a significant... View Details
Steven C. Wheelwright
Steve Wheelwright is the Edsel Bryant Ford Professor of Business Administration, Emeritus at Harvard Business School.
Following his retirement from HBS in 2006, he served with former Dean Kim B. Clark at BYU-Idaho and then from 2007-2015 he served as... View Details
- September 1991 (Revised December 1991)
- Supplement
USA Today Decision: Making Headlines Across the Nation (B), The
Provides an update and supports additional discussion of the process by which Gannett pursued the USA Today project. View Details
Ghemawat, Pankaj. "USA Today Decision: Making Headlines Across the Nation (B), The." Harvard Business School Supplement 792-031, September 1991. (Revised December 1991.)
- October 2008 (Revised June 2011)
- Case
JetBlue Airways: Managing Growth
By: Robert S. Huckman and Gary P. Pisano
Considers the situation facing David Barger, President and CEO of JetBlue Airways, in May 2007 as he addresses the airline's need to slow its growth rate in the response to increasing fuel costs and the effects of major operational crisis for the airline in February... View Details
Keywords: Growth and Development Strategy; Growth Management; Operations; Performance Capacity; Performance Efficiency; Competitive Strategy; Air Transportation Industry
Huckman, Robert S., and Gary P. Pisano. "JetBlue Airways: Managing Growth." Harvard Business School Case 609-046, October 2008. (Revised June 2011.)
- June 2008 (Revised October 2008)
- Case
AREVA T&D
By: Ananth Raman, Vincent Marie Dessain, Ane Damgaard Jensen and Gudrun Urfalino Kristinsdottir
The case explores the rapid and highly effective turnaround at AREVA's transmission and distribution (T and D) business by focusing on the division's operations. The division was struggling in 2004 when newly-appointed CEO Philippe Guillemot and his team improved... View Details
Keywords: Business Divisions; Customer Focus and Relationships; Product Development; Organizational Change and Adaptation; Performance Improvement; Environmental Sustainability
Raman, Ananth, Vincent Marie Dessain, Ane Damgaard Jensen, and Gudrun Urfalino Kristinsdottir. "AREVA T&D." Harvard Business School Case 608-174, June 2008. (Revised October 2008.)