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  • 05 Apr 2017
  • Research & Ideas

For Women Especially, It Pays to Know What Car Repairs Should Cost

Women who come prepared to challenge an auto repair quote can overcome gender discrimination and negotiate a fairer price, according to recently published research. That's one conclusion from the research study Repairing the Damage: The... View Details
Keywords: by Wendy Guild Swearingen; Service; Service
  • February 2025
  • Case

Luca de Meo at Renault Group (A) (Abridged)

By: Emily Truelove, Linda A. Hill and Lydia Begag
When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details
Keywords: Change Management; Transformation; Transition; Interpersonal Communication; Forms of Communication; Talent and Talent Management; Experience and Expertise; Customer Value and Value Chain; Decision Making; Economic Growth; Financial Crisis; Alternative Energy; Engineering; Global Strategy; Governance; Digital Transformation; Digital Strategy; Technology Adoption; Disruptive Innovation; Technological Innovation; Innovation Leadership; Collaborative Innovation and Invention; Leading Change; Leadership Development; Leadership Style; Crisis Management; Management Skills; Business Processes; Organizational Culture; Organizational Structure; Performance Efficiency; Transportation; Auto Industry; Battery Industry; Energy Industry; Green Technology Industry; Transportation Industry; France; Europe; China
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  • February 2022 (Revised September 2022)
  • Case

Lilium: Preparing for Takeoff

By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney
Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than... View Details
Keywords: SPACs; Business Model; Forecasting and Prediction; Green Technology; Capital Markets; Venture Capital; Initial Public Offering; Rural Scope; Urban Scope; City; Disruptive Innovation; Growth and Development Strategy; Technological Innovation; Demand and Consumers; Market Timing; Industry Growth; Infrastructure; Logistics; Product Design; Product Development; Production; Service Delivery; Service Operations; Strategic Planning; Partners and Partnerships; Risk and Uncertainty; Urban Development; Sustainable Cities; Business Strategy; Competitive Strategy; Competitive Advantage; Air Transportation; Aerospace Industry; Air Transportation Industry; Green Technology Industry; Transportation Industry; Travel Industry; Germany; Munich; Brazil; United States; Florida
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  • 20 Oct 2010
  • Op-Ed

Export Competitiveness: Reversing the Logic

Editor's Note: Christian Ketels wrote this paper for the World Bank's Development Debate, "What Do We Mean by Export Competitiveness and How Do Countries Achieve it in an Uncertain World?" held March 29, 2010. Ketels is... View Details
Keywords: by Christian Ketels

    Roy D. Shapiro

    Roy D. Shapiro is the Philip Caldwell Professor of Business Administration at the Harvard University Graduate School of Business Administration.  He is currently the faculty co-chair of the School's Technology and Operations Management Unit... View Details

    • 01 Nov 2024
    • In Practice

    Layoffs Surging in a Strong Economy? Advice for Navigating Uncertain Times

    one-on-ones, to digital messaging. Your storytelling challenge isn’t over after one grim layoff email. Frances X. Frei is the UPS Foundation Professor of Service Management at HBS. Anne Morriss is a... View Details
    Keywords: by Rachel Layne; Technology; Information Technology
    • February 2013 (Revised March 2013)
    • Case

    Agero: Enhancing Capabilities for Customers

    By: Robert Simons and Natalie Kindred

    This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

    Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
    Related
    • June 2024
    • Case

    Growing Foodology into Latin America's Largest Platform for Virtual Restaurants

    By: Jorge Tamayo, Rembrand Koning and Jenyfeer Martinez Buitrago
    This case delves into the expansion strategy of Foodology, a cloud kitchen startup based in Bogotá that operated across four Latin American countries (Colombia, Brazil, Mexico, and Peru). Co-founders Daniela Izquierdo and Juan Guillermo Azuero (both HBS, 2019) grappled... View Details
    Keywords: Entrepreneurship; Food; Digital Platforms; Product Launch; Growth and Development Strategy; Business Strategy; Business Model; Business Startups; Profit; Marketing Strategy; Expansion; Diversification; Food and Beverage Industry; Latin America; South America; Colombia; Brazil; Mexico; Peru
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    • September 1995 (Revised February 1996)
    • Case

    Apollo Hospitals of India (A)

    Dr. Prathap Reddy has created India's first corporate hospital, Apollo Hospitals of Madras. The hospital is managed according to an integrated philosophy of customer service and support to employees. A new hospital, in the city of Hyderabad, has not performed as well,... View Details
    Keywords: Employee Relationship Management; Franchise Ownership; Health Care and Treatment; Customer Focus and Relationships; Business Strategy; Health Industry; India
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    • May 2025
    • Case

    Dell Med: Transforming Care Delivery & Payment

    By: Robert S. Kaplan, David N. Bernstein and Mary L. Witkowski
    Health care in the U.S. and globally continues to undergo massive transformation, surging towards a system that rewards value for patients. However, widespread adoption of value-based health care remains a challenge. This case study focuses on the care delivery... View Details
    Keywords: Integrated Practice Units; Outcomes Measurement; Time-Driven Activity-Based Costing; Health Care and Treatment; Business Strategy; Leading Change; Decisions; Transformation; Service Delivery; Adoption; Value; Health Industry; United States; Texas
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    • January 2011
    • Supplement

    Matrix Capital Management (C)

    By: Malcolm P. Baker and David Lane
    Ben Balbale, a partner at hedge fund Matrix Capital, must decide whether to exit their investment in Rovi Corporation, a company with a diverse portfolio of patents used primarily for digital interactive guides. Rovi's shares are up over 50% from the time Balbale... View Details
    Keywords: Public Ownership; Cash Flow; Management Analysis, Tools, and Techniques; Investment Funds; Financial Strategy; Valuation; Partners and Partnerships; Markets; Performance Efficiency; Patents; Stock Shares; Decisions; Financial Services Industry
    Related
    • October 2022
    • Case

    Star Magnolia Capital: Becoming Experts at Finding Experts

    By: Lauren Cohen, Hao Gao, River Ewing and Grace Headinger
    Shinya Deguchi, Founder and Managing Partner of Star Magnolia Capital, a Shanghai-based multi-family office (MFO), considered how to convince a new prospective family that the MFO’s endowment model approach would best suit their needs. In recent decades, there has been... View Details
    Keywords: China; Asia; Family Office; Shanghai; Financial Industry; Asset Management; Financial Instruments; Financial Management; Financial Strategy; Investment; Investment Return; Investment Portfolio; Human Capital; Family Business; Financial Services Industry; China; Shanghai
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    • September 2003 (Revised January 2004)
    • Case

    Giant Cinema

    By: Malcolm P. Baker, Richard S. Ruback, Erik Stafford and Kathleen Luchs
    The owner of Giant Cinema must decide whether to invest in a digital projector, a new technology for screening films, or purchase a traditional projector. The impact of the new technology is uncertain, and the case describes probabilities for different outcomes that... View Details
    Keywords: Entrepreneurship; Film Entertainment; Technology Adoption; Financial Strategy; Investment; Outcome or Result; Risk and Uncertainty; Technology; Entertainment and Recreation Industry
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    • January 2003 (Revised January 2007)
    • Case

    Guide Dogs for the Blind Association

    By: Allen S. Grossman, Jane Wei-Skillern and Kristin Lieb
    In 2002, Guide Dogs for the Blind Association, the recognized world leader in the breeding and training of guide dogs, was in the midst of broadening its reach and providing additional mobility services. Chief Executive Geraldine Peacock was concerned that systemic... View Details
    Keywords: Transition; Growth and Development Strategy; Resource Allocation; Organizational Change and Adaptation; Programs; Networks; Nonprofit Organizations; Competitive Strategy
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    • June 1992 (Revised January 1994)
    • Case

    Coopers & Lybrand in Hungary (A)

    Multinational professional services firm Coopers & Lybrand has decided to enter the Hungarian market and weighs its strategic options in light of the environment in which it will operate and its resources. View Details
    Keywords: Strategy; Multinational Firms and Management; Market Entry and Exit; Service Industry; Hungary
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    • September 2001 (Revised October 2002)
    • Case

    Virgin Group, The: Filling in the Value Gap

    By: Frances X. Frei, Hanna Rodriguez-Farrar and Corey B. Hajim
    Chronicles the successes and failures of the Virgin Group. By examining these examples, students discover attributes of Virgin's overall service concept, which, at its core, competes on quality rather than on price. Students are challenged to consider how Virgin might... View Details
    Keywords: Quality; Competition; Price; Business Conglomerates; Service Operations; Service Delivery; Market Entry and Exit
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    • 18 Apr 2007
    • HBS Case

    How Magazine Luiza Courts the Poor

    "Magazine Luiza: Building a Retail Model of 'Courting the Poor.'" "Magazine Luiza has made a business of targeting the bottom of the pyramid and is beloved as a company by employees and... View Details
    Keywords: by Julia Hanna; Retail
    • October 1999 (Revised November 1999)
    • Case

    Wit Capital: Evolution of the Online Investment Bank

    Wit Capital brings democracy to the IPO process via the World Wide Web. This case encourages debate about the role service will play in this technology-intermediated investment bank and the sources and sustainability of its competitive advantage. View Details
    Keywords: Initial Public Offering; Service Delivery; Competitive Advantage; Investment Banking; Web; Banking Industry
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    • November 1999
    • Case

    Long-Term Capital Management, L.P. (C)

    By: Andre F. Perold
    Long-Term Capital Management, L.P. (LTCM) was in the business of engaging in trading strategies to exploit market pricing discrepancies. Because the firm employed strategies designed to make money over long horizons--from six months to two years or more--it adopted a... View Details
    Keywords: Fluctuation; Capital; Financial Liquidity; Financing and Loans; Investment Funds; Investment Portfolio; Corporate Governance; Governing Rules, Regulations, and Reforms; Management; Risk Management; Markets; Motivation and Incentives; Financial Services Industry
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    • September 2020
    • Case

    Walmart Health: Scaling During a Pandemic

    By: Robert S. Huckman, Yoonjin Min and Marissa Thiel
    Amidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond.... View Details
    Keywords: Health Care and Treatment; Health Pandemics; Health; Service Delivery; Growth and Development Strategy; Health Industry; United States; Arkansas; Georgia (state, US); Texas
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