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April 2022
Teaching Note

CVS Health: Prescription for Transformation

By: Rosabeth Moss Kanter and Catarina Martinez

In 2021, new CEO Karen Lynch (named the most powerful woman in business) considered the next transformation phase for CVS Health (a Fortune 5 corporate giant). The 2018 acquisition of Aetna insurance brought her to the company as part of its long evolution from a... View Details

Keywords: Health; COVID-19 Pandemic; Primary Care; Leadership; Change Management; Women Executives; Retail; Pharmacy; Pharmacy Benefit Manager; Clinical Trials; Vaccination; Acquisition; Innovation and Invention; Transformation; Retail Industry; Retail Industry; Retail Industry; United States

April 2022 (Revised August 2022)
Case

Restaurant Brands International: Version 2.0

By: Boris Groysberg and Sarah L. Abbott

In 2010, 3G Capital acquired Burger King, the second largest burger chain globally. 3G expanded Burger King’s operations via acquisitions into a multi-brand business, renamed Restaurant Brands International. The acquisition had been a financial success story for 3G.... View Details

Keywords: Leadership; Growth and Development; Performance Evaluation; Private Equity; Franchise Ownership; Culture; Change Management; Strategy; Human Resources; Information Technology; Competition; Retail Industry; United States

February 2022 (Revised April 2022)
Case

CVS Health: Prescription for Transformation

By: Rosabeth Moss Kanter and Tuna Cem Hayirli

In 2021, new CEO Karen Lynch (named the most powerful woman in business) considered the next transformation phase for CVS Health (a Fortune 5 corporate giant. The 2018 acquisition of Aetna insurance brought her to the company as part of its long evolution from a... View Details

Keywords: COVID; Caregiving; Healthcare; Access; Change; Retail; Health; Health Care and Treatment; Organizational Change and Adaptation; Transformation; Retail Industry; Retail Industry

August 2021 (Revised October 2024)
Case

Allbirds: Decarbonizing Fashion (A)

By: Michael W. Toffel, Kenneth P. Pucker and Eren Kuzucu

The Allbirds: Decarbonizing Fashion (A) case introduces Allbirds as a footwear startup not only focused on simple design, comfort, and sustainable natural materials but on decarbonizing the wider fashion industry. Background material highlights the growing... View Details

Keywords: Decarbonization; Climate Impact; Environmental Strategy; Innovation; Product Design; Supply Chain Management; Innovation Strategy; Innovation and Management; Product Development; Climate Change; Environmental Management; Environmental Sustainability; Apparel and Accessories Industry; Fashion Industry; United States; California

April 2021
Article

The Effects of Quota Frequency: Sales Performance and Product Focus

By: Doug J. Chung, Das Narayandas and Dongkyu Chang

This study investigates the comprehensive and multidimensional effects of quota (goal) frequency on sales force performance. We develop a theory of salespeople’s behavior—aggregate effort and the product type focus—in response to the temporal length of a sales-quota... View Details

Keywords: Sales Force Compensation; Field Experiment; Quotas; Quota Frequency; Commissions; Bonuses; Goals; Salesforce Management; Compensation and Benefits; Goals and Objectives; Behavior; Performance

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March 2021 (Revised October 2021)
Teaching Note

Afterpay U.S.: The Omnichannel Dilemma

By: Antonio Moreno and Anibha Singh

Teaching Note for HBS Case No. 519-086. In 2018, Nick Molnar, the founder of the Australia-based online payment service Afterpay began its expansion to the U.S. market. The service had gained a loyal following in Australia by enabling customers to pay for online... View Details

February 2021
Case

Drizly: Managing Supply and Demand through Disruption

By: Kris Ferreira

It was April 6th, 2020, and the management team at Drizly—an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly’s app for immediate home delivery—were thrilled to see record-breaking sales from the... View Details

Keywords: COVID-19 Pandemic; Demand and Consumers; Growth and Development; Customer Focus and Relationships; Customer Value and Value Chain; Customer Satisfaction; Goals and Objectives; Supply Chain Management

February 2021
Case

A Cultural Transformation at Southeastern Grocers

By: Suraj Srinivasan, Jonah S. Goldberg and Joseph A. Paul

When Anthony Hucker, the CEO of Southeastern Grocers (SEG), took over in that role in July 2017, the company was in dire financial and operational condition and was headed towards bankruptcy. SEG, the fifth largest grocery chain in the U.S. in early 2021, operated... View Details

Keywords: Business Transformation; Strategy Execution; Retail; Organizational Culture; Transformation; Growth and Development Strategy; Performance; Success; Retail Industry; Retail Industry; United States; Florida

February 2021 (Revised February 2021)
Background Note

eGrocery and the Role of Data for CPG Firms

By: Ayelet Israeli, Fedor (Ted) Lisitsyn and Mark A. Irwin

This notes provides information about the eGrocery industry and how traditional CPG companies handle this channel and potential data. It is recommended to use together with a series of exercises entitled: "E-Commerce Analytics for CPG Firms (A), (B), and (C)." View Details

December 2020 (Revised April 2021)
Case

Arcos Dorados: A QSR Recovery Plan

By: Forest Reinhardt, José B. Alvarez, Jenyfeer Martinez Buitrago and Mariana Cal

Arcos Dorados—McDonald’s largest independent franchisee, covering Latin America and the Caribbean (LAC)—faced a pandemic that was disrupting the entire consumer foodservice business in 2020. With the exclusive right to own, operate, and sub-franchise McDonald’s... View Details

2020
Working Paper

Reverse Information Sharing: Reducing Costs in Supply Chains with Yield Uncertainty

By: Pavithra Harsha, Ashish Jagmohan, Retsef Levi, Elisabeth Paulson and Georgia Perakis

Supply uncertainty in produce supply chains presents major challenges to retailers. Supply shortages create frequent disruptions in terms of promised delivery times, quantity and quality delivered. To alleviate these challenges, dual sourcing--a strategy in which... View Details

Keywords: Information Sharing; Yield Uncertainty; Ration Gaming; Blockchain; Supply Chain; Risk and Uncertainty

September 2020 (Revised March 2022)
Case

JOANN: Joannalytics Inventory Allocation Tool

By: Kris Ferreira and Srikanth Jagabathula

Michael Joyce, Vice President of Inventory Management at JOANN, championed an effort to develop and implement an inventory allocation analytics tool that used advanced analytics to predict in-season demand of seasonal items for each of JOANN’s nearly 900 stores and... View Details

Keywords: Analytics; Machine Learning; Optimization; Inventory Management; Mathematical Methods; Decision Making; Operations; Supply Chain Management; Resource Allocation; Distribution; Technology Adoption; Applications and Software; Change Management; Retail Industry; Retail Industry; Retail Industry; United States; Ohio

July 2020
Case

Amanda and Kristen: Mented Cosmetics

By: Steven Rogers, Jeffrey J. Bussgang and Alterrell Mills

The co-founders (Black HBS alumnae) of an e-commerce beauty startup explore the unmet needs within the beauty industry. This case study examines the entrepreneurial opportunities that come from identifying an underserved market, specifically within the Black community... View Details

July 3, 2020
Article

Delivery Apps Need to Start Treating Suppliers As Partners

By: Scott Duke Kominers and Ian Macomber

Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they... View Details

Keywords: Service Delivery; Supply Chain; Performance Capacity; Performance Efficiency; Entrepreneurship

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July 2020
Article

Who Should Select New Employees, Headquarters or the Unit Manager? Consequences of Centralizing Hiring at a Retail Chain

By: Carolyn Deller and Tatiana Sandino

We examine how changing the allocation of hiring decision rights in a multiunit organization affects employee-firm match quality, contingent on a unit’s circumstances. Our research site, a U.S. retail chain, switched from a decentralized hiring model (hiring by... View Details

Keywords: Control; Selection; Decentralization; Company Values; Retail Chains; Employees; Selection and Staffing; Local Range; Business Headquarters; Decision Making

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June 2020
Teaching Note

Armarium: Luxury Fashion Brands for Rent

By: Jill Avery and David Fubini

Armarium, a two-sided digital platform that offered consumers the opportunity to rent the most coveted, current season high fashion clothing and accessories from the top global luxury brands, had emerged from its first sales season with two distinct customer segments:... View Details

Keywords: Luxury Brand; Fashion; Sharing Economy; Two-sided Marketplace; Target Market; Customer Selection; Marketing; Brands and Branding; Luxury; Two-Sided Platforms; Business Model; Growth and Development Strategy; Customer Value and Value Chain; Fashion Industry; Consumer Products Industry; United States; North America

May 2020 (Revised March 2022)
Case

The Coronavirus (COVID-19) Pandemic and the Global Economy (A)

By: Alberto Cavallo and Christian Godwin

In April 2020, the world struggled to contain the exponential escalation of the coronavirus (COVID-19) pandemic. Dozens of countries had imposed restrictions on travel, work, and social gatherings. A large share of the global population was under lockdowns and... View Details

February 2020
Article

Effects of a Tournament Incentive Plan Incorporating Managerial Discretion in a Geographically Dispersed Organization

By: Carolyn Deller and Tatiana Sandino

Using retail chain data, we study the effects of a tournament incentive plan based primarily on objective performance, but incorporating managerial discretion in the selection of winners. In principle, such plans could motivate employees to perform both at a high... View Details

Keywords: Tournaments; Subjectivity; Motivation and Incentives; Fairness; Performance Improvement; Geographic Location

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2019
Book

Operations in an Omnichannel World

By: Santiago Gallino and Antonio Moreno

The world of retailing has changed dramatically in the past decade. Sales originating at online channels have been steadily increasing, and even for sales transacted at brick-and-mortar channels, a much larger fraction of sales is affected by online channels in... View Details

Keywords: Omnichannel; Omnichannel Retail; Retail; Operations; Management; Supply Chain Management; Business Model; Organizational Change and Adaptation

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April 2019
Case

Afterpay U.S.: The Omnichannel Dilemma

By: Antonio Moreno, Donald Ngwe and George Gonzalez

In 2018, Nick Molnar, the founder of the Australia-based online payment service Afterpay began its expansion to the U.S. market. The service had gained a loyal following in Australia by enabling customers to pay for online purchases through four interest-free... View Details

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