Publications
Publications
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- All HBS Web
(117,176)
- Faculty Publications (2,466)
- March 2010
- Supplement
Whose Money Is It Anyway? (C)
By: V.G. Narayanan, Richard G. Hamermesh and Rachel Gordon
The case describes how the Brigham and Women's Physicians Organization and its corporate parent resolved the issue of how the disputed funds would be distributed and used. View Details
- 2010
- Working Paper
Conceptual Foundations of the Balanced Scorecard
By: Robert S. Kaplan
David Norton and I introduced the Balanced Scorecard in a 1992 Harvard Business Review article (Kaplan & Norton, 1992). The article was based on a multi-company research project to study performance measurement in companies whose intangible assets played a central role... View Details
- Article
Signaling Firm Performance Through Financial Statement Presentation: An Analysis Using Special Items
By: Edward J. Riedl and Suraj Srinivasan
This paper investigates whether managers' presentation of special items within the financial statements reflects economic performance or opportunism. Specifically, we assess special items presented as a separate line item on the income statement (income statement... View Details
- February 2010 (Revised May 2010)
- Case
Jet Propulsion Laboratory
By: Robert S. Kaplan and Anette Mikes
The case, in a non-profit project-oriented setting, introduces fundamental risk management principles and processes that are easily applicable to private sector settings. Gentry Lee, senior systems engineer and de-facto chief risk officer, is applying a new... View Details
- February 2010 (Revised November 2012)
- Case
Indus Towers: Collaborating with Competitors on Infrastructure
By: Ranjay Gulati, Francisco de Asis Martinez-Jerez, V.G. Narayanan and Rachna Tahilyani
The case describes the formation of Indus Towers, the largest telecom tower company in the world that has a joint venture created to build and manage the passive infrastructure of wireless telecom operators by bringing together three competitors in India's tough... View Details
- February 2010
- Article
The Balanced Scorecard
By: Robert S. Kaplan and Dylan N. Miyake
Keywords: Balanced Scorecard
- February 2010
- Other Article
The Chilling Effect of Sarbanes Oxley: A Discussion of Sarbanes-Oxley and Corporate Risk-Taking
By: Aiyesha Dey
Bargeron, Lehn, and Zutter [2009. Sarbanes–Oxley and corporate risk-taking. Journal of Accounting and Economics, forthcoming] document that as compared with non-US firms, risk-taking by publicly traded companies in the US declined after the passage of the... View Details
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
- Article
Managing Alliances with the Balanced Scorecard
By: Robert S. Kaplan, David P. Norton and Bjarne Rugelsjoen
The article addresses failures in strategic alliances and illustrates, via a detailed description of the successful strategic alliance between Solvay Pharmaceuticals Inc. and Quintiles company how the creation of a strategy map and Balanced Scorecard helps align the... View Details
- Article
Market Reaction to and Valuation of IFRS Reconciliation Adjustments: First Evidence from the UK
By: Joanne Horton and George Serafeim
We investigate the market reaction to, and the value-relevance of, information contained in the mandatory transitional documents required by International Financial Reporting Standards (IFRS) 1 (2005). We find significant negative abnormal returns for firms reporting... View Details
- 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
- December 2009 (Revised September 2014)
- Case
TD Canada Trust
By: Dennis Campbell and Brent Kazan
The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and... View Details
- December 2009 (Revised January 2024)
- Case
A Letter from Prison
By: Eugene Soltes
Stephen Richards, the former global head of sales at Computer Associates, Inc. (CA), is serving a seven-year prison sentence for financial fraud. In the case, Richards responds to a number of questions about managerial responsibility and the manipulation of financial... View Details
- November 2009
- Supplement
Gabriel Rozman, Tata Consultancy Services Iberoamerica
By: Krishna G. Palepu and Tarun Khanna
- November 2009
- Article
Organizational Design and Control across Multiple Markets: The Case of Franchising in the Convenience Store Industry
Many companies operate units that are dispersed across different types of markets, and thus serve significantly diverging customer bases. Such market-type dispersion is likely to compromise the headquarter's ability to control its local managers' behavior and satisfy... View Details
- November – December 2009
- Article
Risk Management and the Strategy Execution System
By: Robert S. Kaplan
- October 2009 (Revised July 2014)
- Teaching Note
New Century Financial Corporation
By: Suraj Srinivasan and Krishna G. Palepu
Teaching Note for [109034] and [113-002]. View Details
- October 2009 (Revised October 2010)
- Supplement
Sara Campbell Ltd. (C)
By: Romana L. Autrey, V.G. Narayanan and Julia Rozovsky
Supplements the Sara Campbell Ltd. (A) and (B) cases by revealing the aftermath of issues presented in the (B) case. The students are given context to discuss how this situation could have been prevented. View Details
- October 2009
- Article
Managing Risk in the New World
Five experts gathered recently to discuss the future of enterprise risk management: Kaplan, the Baker Foundation Professor at Harvard Business School, who with his colleague David Norton developed the balanced scorecard; Mikes, an assistant professor at HBS who studies... View Details
- September 2009 (Revised May 2011)
- Case
Sniffing Out Opportunities at PetSmart
By: V.G. Narayanan and Lisa Brem
The pet and pet supply industry was one of the few bright lights in an otherwise dismal retail outlook in 2009. This case gives background pet retail industry information and strategic positioning information for both PetSmart and PETCO to enable students to develop... View Details