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All HBS Web
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- Faculty Publications (402)
- June 1997 (Revised May 1998)
- Case
Mobil USM&R (A1)
By: Robert S. Kaplan
First of a two-part case on the development and use of a Balanced Scorecard (BSC) at Mobil's US Marketing and Refining Division. Split from the original (A) case to give students an opportunity to suggest objectives and measures for the division's initial BSC, without...
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Keywords:
Balanced Scorecard;
Measurement and Metrics;
Restructuring;
Corporate Strategy;
Organizational Change and Adaptation;
Growth and Development Strategy;
Management Teams;
Marketing Strategy;
Motivation and Incentives;
Mining Industry;
Energy Industry;
United States
Kaplan, Robert S. "Mobil USM&R (A1)." Harvard Business School Case 197-120, June 1997. (Revised May 1998.)
- Article
How Much Does Industry Matter, Really?
By: A. M. McGahan and M. E. Porter
In this paper, we examine the importance of year, industry, corporate-parent, and business-specific effects on the profitability of U.S. public corporations within specific 4-digit SIC categories. Our results indicate that year, industry, corporate-parent, and...
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McGahan, A. M., and M. E. Porter. "How Much Does Industry Matter, Really?" Special Issue on Organizational and Competitive Influences on Strategy and Performance. Strategic Management Journal 18, no. S1 (July 1997): 15–30.
- March 1997
- Case
Sensormatic Electronics Corporation-1995
By: Krishna G. Palepu and James Chang
Sensormatic is a leading provider of security systems to the retail industry. The company relies on customer financing as a key component of its strategy. The company's growth strategy and accountingis attacked by short-sellers and the financial press.
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Keywords:
Analysis;
Valuation;
Financial Reporting;
Financing and Loans;
Financial Statements;
Business Strategy
Palepu, Krishna G., and James Chang. "Sensormatic Electronics Corporation-1995." Harvard Business School Case 197-041, March 1997.
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability.
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Keywords:
Customer Value and Value Chain;
Framework;
Performance Efficiency;
Sales;
Business Strategy;
Customer Satisfaction;
Profit;
Product Marketing;
Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- 1997
- Simulation
Managing Customers For Profits - Interactive CD-ROM Simulation
By: N. Narayandas and Steve Peterson
- 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.)
- September 1996 (Revised September 1999)
- Case
Mobil USM&R (A): Linking the Balanced Scorecard
By: Robert S. Kaplan
The CEO of the marketing and refining division of a major oil company is in the midst of implementing a profit turnaround. He transforms the strongly centralized, functionally-organized division into 17 independent business units and 14 internal service companies. The...
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Keywords:
Organizational Change and Adaptation;
Measurement and Metrics;
Management Practices and Processes;
Organizational Design;
Balanced Scorecard;
Corporate Strategy;
Mining Industry;
Energy Industry
Kaplan, Robert S. "Mobil USM&R (A): Linking the Balanced Scorecard." Harvard Business School Case 197-025, September 1996. (Revised September 1999.)
- October 1995
- Article
Start-ups, Spin-offs, and Internal Projects
By: James J. Anton and Dennis Yao
We examine the incentive problem confronting a firm and employee when the employee privately discovers a significant invention and faces a choice between keeping the invention private and leaving the firm to form a new company (start-up), or transferring knowledge and...
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Keywords:
Business Startups;
Projects;
Motivation and Incentives;
Rights;
Employees;
Innovation and Invention;
Compensation and Benefits;
Knowledge Sharing;
Capital;
Profit
Anton, James J., and Dennis Yao. "Start-ups, Spin-offs, and Internal Projects." Journal of Law, Economics & Organization 11, no. 2 (October 1995): 362–378. (Harvard users click here for full text.)
- March 1995 (Revised April 1997)
- Case
Co-operative Bank, The
By: Robert S. Kaplan and Srikant M. Datar
A British bank with strong roots in the cooperative movement encounters declining profitability in an increasingly competitive and deregulated financial services industry. It attempts to grow by broadening its customer base and increasing the range of products and...
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Keywords:
Product;
Competition;
Expansion;
Cost Management;
Activity Based Costing and Management;
Profit;
Banking Industry;
Financial Services Industry
Kaplan, Robert S., and Srikant M. Datar. "Co-operative Bank, The." Harvard Business School Case 195-196, March 1995. (Revised April 1997.)
- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- June 1994
- Background Note
Scope and Challenge of Business-to-Business Marketing
Identifies six key linkages that distinguish business-to-business marketing; three with respect to the external environment (i.e., derived demand, complex buying process, and concentrated customer base) and three with respect to the internal organization (emphasis on...
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Keywords:
Marketing;
Customers;
Demand and Consumers;
Organizational Structure;
Order Taking and Fulfillment;
Technology
Rangan, V. Kasturi. "Scope and Challenge of Business-to-Business Marketing." Harvard Business School Background Note 594-125, June 1994.
- Article
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
By: Rohit Deshpandé, J. U. Farley and F E Webster Jr
Deshpandé, Rohit, J. U. Farley, and F E Webster Jr. "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57, no. 1 (January 1993): 23–37.
- May 1991 (Revised May 1999)
- Teaching Note
Manufacturers Hanover Corp.: Customer Profitability Report, Teaching Note
By: Robert S. Kaplan
Teaching Note for (9-191-068).
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- March 1991 (Revised July 1993)
- Case
Kyocera Corp.
By: John P. Kotter
Examines the three factors critical to this company's remarkable success in the high tech field. The first factor is the founder, Dr. Inamori's powerful leadership. The second is the strong corporate culture or philosophy of the firm. The third element in Kyocera's...
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Keywords:
Customer Relationship Management;
Information Infrastructure;
Leadership Style;
Management Systems;
Management Style;
Organizational Culture;
Practice;
Profit;
Planning;
Technology Industry;
Electronics Industry
Kotter, John P. "Kyocera Corp." Harvard Business School Case 491-078, March 1991. (Revised July 1993.)
- October 1990
- Case
Manufacturers Hanover Corp.: Customer Profitability Report
By: Robert S. Kaplan
Banking company noting declining profitability from its traditional lending activities has started to measure the total profitability of its lending relationships. A loan pricing model estimates the profit and return-on-equity from commercial loans. Additional work was...
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Keywords:
Investment Return;
Revenue;
Commercial Banking;
Banks and Banking;
Customer Value and Value Chain;
Banking Industry
Kaplan, Robert S. "Manufacturers Hanover Corp.: Customer Profitability Report." Harvard Business School Case 191-068, October 1990.
- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,...
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Keywords:
Logistics;
Marketing Channels;
Planning;
Time Management;
Distribution Channels;
Competitive Advantage;
Customer Relationship Management;
Information Technology;
Consumer Products Industry;
Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
- July 1989 (Revised April 2001)
- Case
Kanthal (A)
By: Robert S. Kaplan
Multinational company needs an improved cost system to determine the profitability of individual customer orders. Its strategy is to have significant sales and profitability growth without adding additional administrative and support people. The new cost system...
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Keywords:
Cost Accounting;
Earnings Management;
Cost Management;
Financial Management;
Multinational Firms and Management;
Business or Company Management;
Customer Relationship Management;
Sales;
Business Strategy;
Profit;
Electronics Industry
Kaplan, Robert S. "Kanthal (A)." Harvard Business School Case 190-002, July 1989. (Revised April 2001.)
- November 1987 (Revised April 2017)
- Teaching Note
Polysar Limited
By: Robert Simons
Teaching Note for (9-187-098).
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- September–October 1987
- Article
Manage Customers for Profits (Not Just Sales)
By: Benson P. Shapiro, V. K. Rangan, Rowland T. Moriarty and Elliot Ross
Shapiro, Benson P., V. K. Rangan, Rowland T. Moriarty, and Elliot Ross. "Manage Customers for Profits (Not Just Sales)." Harvard Business Review 65, no. 5 (September–October 1987).
- March 1987 (Revised April 1987)
- Background Note
Specialties vs. Commodities: The Battle for Profit Margins
Explains the differences between commodities and specialties and defines four different types of specialty products. The analysis is customer oriented. Special attention is given to the distinctions between functions (product- ) and relationship (vendor-oriented)...
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Keywords:
Goods and Commodities
Shapiro, Benson P. "Specialties vs. Commodities: The Battle for Profit Margins." Harvard Business School Background Note 587-120, March 1987. (Revised April 1987.)