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      • August 1991
      • Background Note

      Managing the New Product Development Process

      By: Robert J. Dolan
      Describes how the new product development program is most efficiently managed. View Details
      Keywords: Product Development; Management
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      Dolan, Robert J. "Managing the New Product Development Process." Harvard Business School Background Note 592-011, August 1991.
      • 1991
      • Article

      Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

      By: Leonard A. Schlesinger and Jeffrey Zornitsky
      Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
      Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
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      Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
      • July 1991 (Revised September 1995)
      • Case

      Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances

      By: Lynda M. Applegate
      In January 1988, Colby Chandler, Kodak CEO, created the Corporate Information Systems (CIS) and appointed Katherine Hudson head. She at once became the first head of IT and first woman corporate vice president in the company. Throughout 1989, Hudson inaugurated a... View Details
      Keywords: Corporate Strategy; Information Technology; Partners and Partnerships; Organizational Structure; Success; Trends; Information Management; Service Operations; Manufacturing Industry
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      Applegate, Lynda M. "Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances." Harvard Business School Case 192-030, July 1991. (Revised September 1995.)
      • July 1991 (Revised August 1991)
      • Case

      Philip Morris Companies, Inc. (B)

      By: Samuel L. Hayes III
      Looks at the company's plans for a new debt offering under the Rule 415 shelf underwriting provision--in this instance from the vantage point of the lead investment banker for the deal. The decision-maker must assess the risks of the issuer, the tone of the market, the... View Details
      Keywords: Risk Management; Stocks; Initial Public Offering; Consumer Products Industry; United States
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      Hayes, Samuel L., III. "Philip Morris Companies, Inc. (B)." Harvard Business School Case 292-006, July 1991. (Revised August 1991.)
      • July 1991 (Revised May 1993)
      • Case

      Fairfield Inn (B)

      By: James L. Heskett
      The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,... View Details
      Keywords: Entertainment; Measurement and Metrics; Performance Consistency; Quality; Strategy; Accommodations Industry
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      Heskett, James L. "Fairfield Inn (B)." Harvard Business School Case 692-005, July 1991. (Revised May 1993.)
      • June 1991 (Revised December 1997)
      • Case

      Takeover of the Norton Co., The

      By: Thomas R. Piper
      After a decade of mediocre performance, the Norton Co. enters 1990 with the prospect of increased sales in the next few years. Yet Norton is pursuing slow growth industries, and a lower than expected earnings announcement at the beginning of 1990 has depressed earnings... View Details
      Keywords: Mergers and Acquisitions; Business Conglomerates; Goals and Objectives; Forecasting and Prediction; Performance Evaluation; Revenue; Bids and Bidding; Business Processes; Ownership Stake
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      Piper, Thomas R. "Takeover of the Norton Co., The ." Harvard Business School Case 291-002, June 1991. (Revised December 1997.)
      • June 1991 (Revised October 1992)
      • Case

      Otis Elevator Co.: Managing the Service Force

      By: James I. Cash Jr.
      Keywords: Service Delivery; Management
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      Cash, James I., Jr. "Otis Elevator Co.: Managing the Service Force." Harvard Business School Case 191-213, June 1991. (Revised October 1992.)
      • June 1991
      • Case

      Eli Lilly and Co.: European Pharmaceutical Operations

      By: Michael Y. Yoshino
      Keywords: Multinational Firms and Management; Pharmaceutical Industry; Europe
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      Yoshino, Michael Y. "Eli Lilly and Co.: European Pharmaceutical Operations." Harvard Business School Case 391-234, June 1991.
      • April 1991 (Revised July 1994)
      • Case

      Southland Corp. (B)

      By: Richard S. Ruback
      Examines Southland's financial difficulties following the LBO in 1987 up to the first restructuring plan in July 1990. The teaching objectives are: to explore the complexities of a failed leverage buyout and the operating restrictions that result from financial... View Details
      Keywords: Leveraged Buyouts; Restructuring; Equity; Insolvency and Bankruptcy; Financing and Loans; Crisis Management
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      Ruback, Richard S. "Southland Corp. (B)." Harvard Business School Case 291-039, April 1991. (Revised July 1994.)
      • spring 1991
      • Article

      Breaking the Cycle of Failure in Services

      By: Leonard A. Schlesinger and James Heskett
      Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
      Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry
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      Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
      • April 1991 (Revised July 1992)
      • Case

      Koito Manufacturing Ltd.

      By: W. Carl Kester and Robert W. Lightfoot
      Having acquired a 26% stake in Koito Manufacturing, a Japanese automotive parts supplier in the Toyota Group, T. Boone Pickens seeks a seat on Koito's board of directors. Koito's management resists, claiming Pickens is an unhelpful greenmailer, not a true long-term... View Details
      Keywords: Acquisition; Debates; Corporate Governance; Production; Supply Chain; Performance Efficiency; Welfare; Auto Industry; Japan; United States
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      Kester, W. Carl, and Robert W. Lightfoot. "Koito Manufacturing Ltd." Harvard Business School Case 291-027, April 1991. (Revised July 1992.)
      • March 1991 (Revised October 1991)
      • Background Note

      Manage Orders, Satisfy Customers, Make Money

      By: Benson P. Shapiro and John J. Sviokla
      Keywords: Customer Satisfaction; Order Taking and Fulfillment
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      Shapiro, Benson P., and John J. Sviokla. "Manage Orders, Satisfy Customers, Make Money." Harvard Business School Background Note 591-098, March 1991. (Revised October 1991.)
      • 1991
      • Book

      Product Development Performance: Strategy, Organization, and Management in the World Auto Industry

      By: K. B. Clark and T. Fujimoto
      Keywords: Product Development; Performance; Globalization; Auto Industry
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      Clark, K. B., and T. Fujimoto. Product Development Performance: Strategy, Organization, and Management in the World Auto Industry. Boston: Harvard Business School Press, 1991.
      • Article

      Enfranchisement of Service Workers

      By: Leonard A. Schlesinger and James Heskett
      Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
      Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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      Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
      • November 1990 (Revised April 1999)
      • Case

      General Motors: Packard Electric Division

      By: Steven C. Wheelwright
      Packard Electric is the division of General Motors (GM) that does all of the electrical wiring and cabling for GM automobiles. They developed a new approach for passing the cables through the firewall between the engine and passenger compartments. The new technology... View Details
      Keywords: Business Divisions; Cost; Management Style; Product Design; Product Development; Production; Projects; Groups and Teams; Conflict and Resolution; Technology; Auto Industry
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      Wheelwright, Steven C. "General Motors: Packard Electric Division." Harvard Business School Case 691-030, November 1990. (Revised April 1999.)
      • November 1990 (Revised January 2008)
      • Case

      Regency Plaza

      By: William J. Poorvu and Richard E Crum
      Designed to examine the process of project management during the development cycle of a luxury condominium building, exploring the issue of how the design, development strategy, project organization, and project personnel are interrelated. More specifically, looks at... View Details
      Keywords: Buildings and Facilities; Design; Construction; Housing; Management Practices and Processes; Projects; Luxury; Real Estate Industry
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      Poorvu, William J., and Richard E Crum. "Regency Plaza." Harvard Business School Case 391-021, November 1990. (Revised January 2008.)
      • November 1990 (Revised May 1994)
      • Case

      Microsoft Corp.: Office Business Unit

      By: Marco Iansiti
      Describes the development of a new word processing software package, Word for Windows. The major focus is how the development process should be improved to reduce schedule slips and cost overruns. Some of the issues raised are: the use of schedules in managing... View Details
      Keywords: Communication Strategy; Cost Management; Business or Company Management; Time Management; Product Development; Programs; Projects; Information Infrastructure; Applications and Software; Information Technology Industry
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      Iansiti, Marco. "Microsoft Corp.: Office Business Unit." Harvard Business School Case 691-033, November 1990. (Revised May 1994.)
      • October 1990 (Revised August 1991)
      • Case

      Peanut Butter Fantasies

      By: Amar Bhide and Myra M. Hart
      Addresses the interrelated challenges of marketing and finance faced by a small, struggling packaged foods company. View Details
      Keywords: Business Ventures; Finance; Business or Company Management; Marketing; Distribution; Problems and Challenges; Food and Beverage Industry
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      Bhide, Amar, and Myra M. Hart. "Peanut Butter Fantasies." Harvard Business School Case 391-072, October 1990. (Revised August 1991.)
      • October 1990 (Revised May 1994)
      • Case

      Confederated Pulp & Paper

      By: David E. Bell
      A rewritten version of an old case that updates the dates and prices and simplifies the economics. The issue is still one of determining a suitable inventory of wood for the mill to last through the winter. View Details
      Keywords: History; Supply Chain Management; Spending; Forecasting and Prediction; Economic Growth; Information Management; Pulp and Paper Industry
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      Bell, David E. "Confederated Pulp & Paper." Harvard Business School Case 191-065, October 1990. (Revised May 1994.)
      • September 1990 (Revised January 1992)
      • Case

      Procter & Gamble Japan (A)

      By: Michael Y. Yoshino
      Ten years after entering Japan, P&G had accumulated over $250 million in operating losses on declining annual sales of $120 million by 1983. The decision facing the president of P&G International: exit, retrench or rebuild the operation? Ironically, the initial entry... View Details
      Keywords: Restructuring; Change Management; Profit; Market Entry and Exit; Market Participation; Sales; Competition; Technology; Beauty and Cosmetics Industry; Consumer Products Industry; Japan
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      Yoshino, Michael Y. "Procter & Gamble Japan (A)." Harvard Business School Case 391-003, September 1990. (Revised January 1992.)
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