Publications

summer 2002
Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance

Article

An Empirical Investigation of Tax Factors and Mutual Funds' Stock Sales Decisions

By: V.G. Narayanan and Steven Huddart

Keywords: Taxation; Stocks; Sales; Financial Instruments

Article

Memo to CEOs: The Five Half-Truths of Business

By: Robert Simons, Henry Mintzberg and Kunal Basu

Keywords: Management; Communication

May 2002 (Revised April 2004)
Teaching Note

Metalcraft Supplier Scorecard, TN

By: Susan L. Kulp and V.G. Narayanan

Teaching Note for (9-102-047). View Details

Keywords: Manufacturing Industry; Auto Industry

Article

Applying the Balanced Scorecard in Healthcare Provider Organizations

By: Syeda Noorein Inamdar and Robert S. Kaplan

Keywords: Balanced Scorecard; Health; Organizations; Health Industry

April 2002 (Revised October 2002)
Case

Andina Bottling Co.

By: V.G. Narayanan and Alberto Ballve

Andina Bottling develops an information system for monitoring the performance and operations of its various foreign and domestic subsidiaries. View Details

Keywords: Operations; Information Technology; Performance Evaluation; Decision Making; Business Subsidiaries; Measurement and Metrics; Business or Company Management; Distribution

April 2002
Teaching Note

Boston Lyric Opera TN

By: Robert S. Kaplan

Teaching Note for (9-101-111). View Details

Keywords: Music Industry; Entertainment and Recreation Industry; North and Central America

April 2002
Teaching Note

Anagene, Inc. TN

By: Robert S. Kaplan

Teaching Note for (9-102-030). View Details

Keywords: Entrepreneurship; Public Ownership; Sales; Production; Forecasting and Prediction; Volume; Governing and Advisory Boards; Cost Accounting; Business or Company Management; Financial Reporting; Strategy; Performance Capacity; Biotechnology Industry

April 2002
Teaching Note

Accounting for the Intel Pentium Chip Flaw TN

By: Gregory S. Miller and V.G. Narayanan

Teaching Note for (9-101-072). View Details

Keywords: Computer Industry

April 2002 (Revised March 2006)
Background Note

Economics of Retail Banking Note

By: Frances X. Frei and Dennis Campbell

Explains the financial operations of retail banking, highlighting profitability challenges facing the industry. For U.S. banks, it is quite common for more than half of the customer base to be unprofitable and to have relatively few customers make up the vast majority... View Details

Keywords: Customers; Economics; Cost; Banks and Banking; Profit; Revenue; Service Operations; Banking Industry; United States

March 2002
Teaching Note

Dakota Office Products TN

By: Robert S. Kaplan

Teaching Note for (9-102-021). View Details

Keywords: Distribution Industry

March 2002 (Revised March 2004)
Case

Metalcraft Supplier Scorecard

By: Susan L. Kulp, V.G. Narayanan and Ronald L. Verkleeren

An automotive components company uses a supplier scorecard to make sourcing decisions and review its supplier performance. View Details

Keywords: Supply Chain Management; Quality; Performance Evaluation; Decision Making; Service Operations; Motivation and Incentives; Supply and Industry; Manufacturing Industry; Auto Industry

March 2002 (Revised May 2003)
Case

Supply Chain Close-Up: The Video Vault

By: V.G. Narayanan and Lisa Brem

The owners of the Video Vault struggle to determine the optimal stocking levels of home videos in an industry fraught with new technology, new pricing paradigms, and stiff competitive pressure from large national chains. Teaching Purpose: To demonstrate the role of... View Details

Keywords: Supply Chain Management; Competition; Motivation and Incentives; Price; Technological Innovation; Service Delivery; Entertainment and Recreation Industry

March 2002 (Revised May 2007)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Banking Industry; Canada

February 2002 (Revised November 2002)
Case

Activity-Based Management at W.S. Industries (B)

By: V.G. Narayanan and Jeremy Cott

Describes activity-based budgeting at W.S. Industries. Also describes target costing-led product redesign, and product, customer, and order profitability. View Details

Keywords: Activity Based Costing and Management; Operations; Energy Industry; India

February 2002 (Revised March 2002)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada