Publications

October 2021 (Revised December 2021)
Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo

As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details

Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia

18 Nov 2015
News

Imperatives for High Potentials

April 2008 (Revised August 2008)
Supplement

Leading Citigroup (B)

By: Lynn S. Paine, Carin-Isabel Knoop and Aldo Sesia

The (B) case describes the actions taken by Citigroup CEO Chuck Prince and his management team to right the company in the wake of the controversies and alleged misdeeds described in the (A) case. View Details

Keywords: Crime and Corruption; Ethics; Corporate Governance; Governance Controls; Leadership; Management Teams; Organizational Culture

19 Nov 2001
Research & Ideas

Wrapping Your Alliances In a World Wide Web

In his chapter "Manufacturing: Lowering Boundaries, Improving Productivity" from the book The Economic Payoff from the Internet Revolution: Brookings Task Force on the Internet, HBS professor Andrew McAfee, discusses how the Internet has increased... View Details

Keywords: by Andrew McAfee

May 2022
Case

Maestro Pizza: Coming in Hot!

By: Ramon Casadesus-Masanell and Fares Khrais

Maestro Pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details

2008
Other Teaching and Training Material

A Problem-Solving Approach to Designing and Implementing a Strategy to Improve Performance

By: Stacey Childress and Geoff Marietta

This note helps teams work through a problem-solving process that facilitates the design and implementation of a strategy for continuous improvement. View Details

Keywords: Business Processes; Performance Improvement; Problems and Challenges; Strategy

Forthcoming
Article

High-Status Teammates: Award Evaluation in the National Basketball Association

By: Dominika Kinga Randle and Letian Zhang

Social evaluations proceed in stages. First, judges filter a broad pool of candidates and pick a subset for detailed assessment. Then, the chosen group undergoes a closer examination, during which winners are selected. At both stages of the process, judges are... View Details

Keywords: Performance Evaluation; Prejudice and Bias; Groups and Teams; Status and Position; Sports Industry

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Video

Quickstor - 2013 HBS New Venture Competition Student Business Track Runner Up

07 Nov 2014
Video

FIELD 3: Integrative Intelligence

Negotiate 1-2-3

Drawing on my book, The Art of Negotiation, the Negotiation 1-2-3 web project provides business practitioners, MBA students, and other learners, an interactive, online resource for improving their negotiation skills. The site’s numeric name reflects three... View Details

July 2008 (Revised March 2009)
Case

elBulli: The Taste of Innovation

By: Michael I. Norton, Julian Villanueva and Luc Wathieu

Ferran Adrià, chef at elBulli, the highest-ranked restaurant in the world for two consecutive years, faces two related decisions. First, Adrià and his team must continue to develop new and different dishes for the ground-breaking cuisine at elBulli to guarantee a... View Details

Keywords: Innovation and Invention; Growth and Development Strategy; Marketing Strategy; Creativity; Food and Beverage Industry; Spain

December 2011 (Revised April 2013)
Case

Brasil Foods

By: David E. Bell and Natalie Kindred

In mid-2011, the management of Brasil Foods, a leading Brazilian branded foods producer and protein exporter, is evaluating strategies for international and domestic growth. The team has just received approval from Brazil's antitrust authorities to complete the merger... View Details

Keywords: Global Strategy; Growth and Development Strategy; Competitive Advantage; Agriculture and Agribusiness Industry; Brazil

July 2023
Supplement

Reimagining Enel: Enabling Sustainable Progress (A)

By: Michael Tushman and Kerry Herman

This case describes the transformation of Enel from a traditional “brown” or fossil fuel energy firm to a sustainable and green firm focused on renewables, and finally to an energy supplier and integrated energy services firm. It describes a set of capabilities... View Details

Keywords: Organizational Change and Adaptation; Innovation and Invention; Transformation; Green Technology; Renewable Energy; Energy Industry

03 May 2022
Cold Call Podcast

Can a Social Entrepreneur End Homelessness in the US?

Keywords: Re: Brian L. Trelstad

January 2024 (Revised June 2024)
Supplement

School of Rock: Tuning into Structured Empowerment (B)

By: Tatiana Sandino, Jeffrey Rayport, Samuel Grad and Stacy Straaberg

In September 2022, Price and his team evaluated the past year’s strategies to increase Method App adoption and discussed new initiatives to consider. View Details

Keywords: Business Strategy; Technology Adoption; Education Industry; Music Industry; United States; Massachusetts