Publications

January 2003
Teaching Note

Southwest Airlines 2002: An Industry Under Siege (TN)

Teaching Note for (9-803-133). View Details

Keywords: Air Transportation Industry

March 2002
Teaching Note

Southwest Airlines: 1993 (Abridged Update) TN

Teaching Note for (9-395-025). View Details

Keywords: Air Transportation Industry

2002
Article

Beyond Customer Loyalty

Keywords: Customer Satisfaction

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September 2001
Teaching Note

Cinemex TN

Teaching Note for (9-898-108). View Details

Keywords: Entertainment and Recreation Industry; Mexico City

February 2001
Case

PlanetFeedback: The Voice of One ... The Power of Many (A)

The management of PlanetFeedback in proposes a merger with Intelliseek. Their goal is to create a comprehensive C2B and B2B business focused on the generation and analysis for business clients of consumer feedback data via the Internet, Planet Feedback's board of... View Details

Keywords: Mergers and Acquisitions; Decisions; Information Management; Analytics and Data Science; Business Strategy; Internet and the Web; Information Technology Industry

July 2000 (Revised October 2000)
Case

Cisco Systems: Are You Ready? (A)

By: James L. Heskett and John P. Morgridge

An Internet service provider, INS, in which Cisco Systems has a minority ownership stake, receives an offer of $3.1 billion from Cisco's rival Lucent. Cisco's management has to decide whether to act on a request from INS management that Cisco make a counteroffer. The... View Details

Keywords: Corporate Strategy; Management Analysis, Tools, and Techniques; Ownership Stake; Strategic Planning; Innovation and Management; Technology; Information Technology Industry; Web Services Industry

July 2000 (Revised September 2001)
Teaching Note

Cisco Systems: Are You Ready? (A) and (B) TN

Teaching Note for (9-901-002) and (9-901-003). View Details

Keywords: Information Technology Industry; Web Services Industry

July 2000
Case

Cisco Systems: Are You Ready? (B)

By: James L. Heskett and John P. Morgridge

Supplements the (A) case. View Details

Keywords: Information Technology Industry; Web Services Industry

January 2000
Teaching Note

NYPD New TN

Teaching Note for (9-396-293). View Details

Keywords: Public Administration Industry

February 1999 (Revised April 1999)
Teaching Note

GE: We bring good things to life (A) and (B)TN

Teaching Note for (9-899-162) and (9-899-163). View Details

January 1999 (Revised February 2000)
Case

GE...We bring good things to life. (A)

Jack Welch and the Corporate Executive Council of General Electric are faced with a decision about whether and how to implement a six-sigma quality-improvement effort in the context of many other initiatives already undertaken at GE in recent years. View Details

Keywords: Change Management; Leadership Style; Six Sigma; Quality; Organizational Change and Adaptation

January 1999 (Revised February 2000)
Case

GE: We bring good things to life. (B)

Supplements the (A) case. View Details

April 1998
Teaching Note

Oxford Specialty Management (A) TN

By: Richard M.J. Bohmer, James L. Heskett and Jody H. Gittell

Teaching Note for (9-898-042). View Details

November 1997 (Revised December 1999)
Case

Cinemex

The founders of Cinemex, the largest capitalized venture start-up in Mexican history, are debating several issues concerning the operations of their new chain of motion picture theatres in Mexico City. The first concerns whether some seats should be left unsold to... View Details

Keywords: Business Startups; Service Operations; Debates; Venture Capital; Customer Satisfaction; Advertising; Investment; Theater Entertainment; Entertainment and Recreation Industry; Mexico City

October 1997 (Revised March 2000)
Case

Oxford Health Plans: Specialty Management (A)

By: James L. Heskett, Jody H. Gittell and James Slayton

Describes an innovative approach to organizing health care proposed by Oxford CEO Steve Wiggins. Wiggins contends that the primary care physician "gatekeeper" model typically used by health maintenance organizations to control access to and coordinate specialist care... View Details

Keywords: Business Model; Groups and Teams; Innovation and Management; Medical Specialties; Health Care and Treatment; Cooperation; Management Teams; Health Industry; United States

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June 1996 (Revised January 1999)
Case

XcelleNet, Inc. (A)

By: Stephen P. Bradley, Richard L. Nolan and James Leonard

XcelleNet, a $35 million system software company based in Atlanta, was founded in 1986 to address the computing needs of a class of remote and mobile users and data that were rarely connected to a network. Though the clear first mover and leader in the remote... View Details

Keywords: Technological Innovation; Opportunities; Competitive Strategy; Competitive Advantage; Technology Networks; Computer Industry; Atlanta

April 1996 (Revised June 1999)
Case

NYPD New

Police Commissioner Bratten and his staff have led a process designed to create a results-oriented police department from one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasing emphasis on... View Details

Keywords: Leadership; Performance Productivity; Leadership Style; Budgets and Budgeting; Public Administration Industry

March 1996
Case

Banc One--1996

By: James L. Heskett and Thomas N. Urban Jr

In February 1995, Banc One faced the replacement of the "Uncommon Partnership," a basic operating strategy that had served it well for years. Leadership now struggled with the new protocols for replacement operating strategies. View Details

Keywords: Financial Strategy; Leadership; Management; Strategy; Banking Industry