Publications

Teaching Note to (806-111) and (806-112). View Details

Keywords: North and Central America

March 2006 (Revised November 2007)
Case

Manchester Bidwell Corporation (A)

The head of Manchester Bidwell Corp. ponders what it will take to replicate its social services in 100 cities across North America and internationally--an effort that ultimately would cost several hundred million dollars. View Details

Keywords: Cost vs Benefits; Social Entrepreneurship; Leadership Style; Growth Management; Welfare; North and Central America

March 2006 (Revised November 2007)
Supplement

Manchester Bidwell Corporation (B)

Supplements the (A) case. View Details

January 2006 (Revised February 2007)
Case

SuperCat Powerboats (A)

Ryan and David Kratz have formed a new company, under very favorable terms, with a fiberglass boat builder. But at the signing of the agreement for the new company's information, the builder's spouse suggests that the Kratz's share of ownership be reduced from 67% to... View Details

Keywords: Business Startups; Negotiation; Ownership Stake; Consumer Products Industry

January 2006 (Revised February 2007)
Supplement

SuperCat Powerboats (B)

Supplements the (A) case. View Details

Keywords: Entertainment and Recreation Industry

January 2005 (Revised August 2005)
Background Note

A Note on Managing the Growing Venture

By: Richard G. Hamermesh, James L. Heskett and Michael J. Roberts

Focuses on the strategic and organizational challenges that confront growing enterprises and the entrepreneurs who lead them. Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's... View Details

Keywords: Business Growth and Maturation; Leading Change

July 2004 (Revised May 2009)
Case

Getting Participant-centered Learning to Work

By: Thomas R. Piper, James L. Heskett and Gustavo Herrero

The newly appointed dean of a South American business school is eager to transform the learning process from the traditional lecture method to one that actively engages students and contributes to the development of critical managerial skills, attitudes, and world... View Details

Keywords: Change Management; Transformation; Business Education; Leading Change; Business Processes; Organizational Change and Adaptation; Alliances; Education Industry; South America

July 2004 (Revised January 2005)
Case

Shouldice Hospital Limited (Abridged)

By: James L. Heskett and Roger H. Hallowell

A hospital specializing in hernia operations is considering whether and how to expand the reach of its services. View Details

Keywords: Expansion; Service Delivery; Service Operations; Health Care and Treatment; Business Strategy; Health Industry

May 2004 (Revised July 2005)
Teaching Note

ING Direct (TN)

Teaching Note to (9-804-167). View Details

Keywords: Financial Services Industry

April 2004 (Revised May 2006)
Background Note

Achieving Profitable Growth and Market Value

By: James L. Heskett and Richard G. Hamermesh

Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's leadership, strategy, and execution need to evolve to deal with rapid growth. View Details

Keywords: Growth Management; Business Growth and Maturation; Business Startups; Change Management

April 2004 (Revised May 2005)
Case

ING DIRECT

The CEO of ING Direct (U.S.) has to decide: (1) whether and how to coordinate his organization's branding effort with its parent, ING Group, and (2) how fast to grow the business. Includes color exhibits. View Details

Keywords: Decision Choices and Conditions; Entrepreneurship; Leadership Style; Growth Management; Brands and Branding; Planning; Problems and Challenges; Financial Services Industry; United States

January 2003 (Revised March 2003)
Case

Southwest Airlines 2002: An Industry Under Siege

The company's management is faced with long-term questions regarding the rate and manner of growth in the wake of the 9/11 attacks and general industry malaise. View Details

Keywords: Cost; Product; Risk and Uncertainty; Growth and Development; Air Transportation Industry

January 2003
Teaching Note

Southwest Airlines 2002: An Industry Under Siege (TN)

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

Keywords: Air Transportation Industry

2003
Book

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By: James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger

Keywords: Value; Profit; Employees; Customers

Find at Harvard

January 2003 (Revised February 2003)
Case

Office Depot, Inc.: Business Transformation (A)

By: James L. Heskett, Dan Maher, Daniel F. OBrien, Thomas Watson and Jeffrey F. Rayport

The company's management is considering the possibility of launching a rebranding campaign around the promises "What you need. What you need to know." The questions are whether and when to launch the campaign in view of the large number of training efforts and... View Details

Keywords: Corporate Entrepreneurship; Advertising Campaigns; Brands and Branding; Business Strategy; Technology Adoption; Transformation; Market Timing; Growth and Development; Training; Retail Industry

January 2003 (Revised February 2003)
Case

Office Depot, Inc.: Business Transformation (B)

By: James L. Heskett, Dan Maher, Daniel F. OBrien, Thomas Watson and Jeffrey F. Rayport

Supplements the (A) case. View Details

Keywords: Retail 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

Find at Harvard

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