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      Customer Value and Value ChainRemove Customer Value and Value Chain →

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      • June 2018 (Revised January 2020)
      • Case

      Sony

      By: Stefan Thomke, Atsushi Osanai and Akiko Kanno
      Sony used to be synonymous with "innovation" and "cool products." The case reveals how the company lost its edge and describes the leadership initiatives to restore its former glory. In 2012, Kazuo (Kaz) Hirai becomes CEO and successfully transforms Sony, including a... View Details
      Keywords: Customer Experience; Product Differentiation; Transformation; Leadership Style; Technology Adoption; Leading Change; Media and Broadcasting Industry; Media and Broadcasting Industry; Media and Broadcasting Industry; Japan
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      Thomke, Stefan, Atsushi Osanai, and Akiko Kanno. "Sony." Harvard Business School Case 618-045, June 2018. (Revised January 2020.)
      • Article

      Investors as Stewards of the Commons?

      By: George Serafeim
      Over the past few years, there has been a significant increase in the number of initiatives seeking to mobilize investor voice towards positive social impact. In this paper, I provide a framework outlining the role of investors as stewards of the commons. While... View Details
      Keywords: Collaboration; Industry Self-regulation; Sustainability; ESG; Capital Markets; Investor Behavior; Investment Activism; Social Issues; Environmental Sustainability; Corporate Social Responsibility and Impact; Cooperation
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      Serafeim, George. "Investors as Stewards of the Commons?" Journal of Applied Corporate Finance 30, no. 2 (Spring 2018): 8–17.
      • March 2018
      • Teaching Note

      Augmedix

      By: Frank V. Cespedes
      Teaching Note for HBS No. 817-048. Augmedix provides a service that live-streams video of patient appointments to a remote scribe, freeing up significant physician time from electronic medical record data-entry tasks. The venture is confronting decisions in areas such... View Details
      Keywords: Entrepreneurship; Sales; Management; Marketing Strategy; Growth and Development Strategy; Technology Adoption; Customers; Segmentation; Health Industry; Technology Industry; United States
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      Cespedes, Frank V. "Augmedix." Harvard Business School Teaching Note 818-117, March 2018.
      • 2018
      • Working Paper

      Executive Education in the Digital Matrix: The Disruption of the Supply Landscape

      By: Mihnea Moldoveanu and Das Narayandas
      Even as the demand for managerial skills continues to grow, executive education worldwide has entered a period of disruption caused by the digitalization of content, connectivity, and communication. The current offerings of many executive education program providers... View Details
      Keywords: Executive Education; Internet and the Web; Disruption; Competency and Skills; Leadership Development
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      Moldoveanu, Mihnea, and Das Narayandas. "Executive Education in the Digital Matrix: The Disruption of the Supply Landscape." Harvard Business School Working Paper, No. 18-097, March 2018. (Revised June 2018.)
      • March 2018 (Revised March 2019)
      • Technical Note

      Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains

      By: Tatiana Sandino
      This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details
      Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Retail Industry; Service Industry
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      Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
      • March 2018 (Revised March 2018)
      • Teaching Note

      OpenInvest

      By: Boris Vallee and Caitlin Reimers Brumme
      Founded by a team of hedge fund and NGO alumni, OpenInvest launched its platform in 2015 to enable retail investors to tailor their portfolio to their personal values in an automated way, for instance by screening out weapon manufacturers stocks or overweighting LGBTQ... View Details
      Keywords: Socially Responsible Investing; Investing For Impact; Robo-advisors; Investment; Values and Beliefs; Customization and Personalization; Technology; Financial Services Industry
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      Vallee, Boris, and Caitlin Reimers Brumme. "OpenInvest." Harvard Business School Teaching Note 218-089, March 2018. (Revised March 2018.)
      • March 2018
      • Teaching Note

      Making Target the Target: Boycotts and Corporate Political Activity (A) and (B)

      By: Nien-hê Hsieh and Victor Wu
      Through the challenges facing Target, the case examines the ways in which corporations can become involved in political and legislative debates and processes, ranging from campaign contributions to lobbying. In 2016, Target CEO Brian Cornell must determine how to... View Details
      Keywords: Public Opinion; Social Issues; Corporate Social Responsibility and Impact; Mission and Purpose; Problems and Challenges; Laws and Statutes; Rights; Crisis Management; Risk Management; Media; Political Elections; Taxation; Corporate Accountability; Values and Beliefs; Fairness; Diversity; Customers; Communication; Business and Government Relations; Retail Industry; United States
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      Hsieh, Nien-hê, and Victor Wu. "Making Target the Target: Boycotts and Corporate Political Activity (A) and (B)." Harvard Business School Teaching Note 318-123, March 2018.
      • February 2018
      • Case

      EmQuest: Travel Distribution in the Digital Era

      By: Karim R. Lakhani and Gamze Yucaoglu
      EmQuest, Emirates Group’s travel distribution company, must decide what to do with its contract with the global distribution system it uses, Sabre. Since its founding in 1988, EmQuest was servicing travel agents in the MENA region by providing a connection to over 400... View Details
      Keywords: UAE; Decision; Business Model; Competitive Strategy; Growth and Development Strategy; Decision Choices and Conditions; Business Strategy; Value Creation; Change Management; Emerging Markets; For-Profit Firms; Competitive Advantage; Travel Industry; United Arab Emirates
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      Lakhani, Karim R., and Gamze Yucaoglu. "EmQuest: Travel Distribution in the Digital Era." Harvard Business School Case 618-040, February 2018.
      • February 2018 (Revised August 2018)
      • Case

      OpenInvest

      By: Shawn Cole, Boris Vallée and Nicole Tempest Keller
      Founded by a team of hedge fund and NGO alumni, OpenInvest launched its platform in 2015 to enable retail investors to tailor their portfolios to their personal values in an automated way, for instance by screening out weapons manufacturers stocks or overweighting... View Details
      Keywords: Fintech; Impact Investing; Investment Portfolio; Customization and Personalization; Technological Innovation; Social Issues; Growth and Development Strategy; Business Model; Financial Services Industry
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      Cole, Shawn, Boris Vallée, and Nicole Tempest Keller. "OpenInvest." Harvard Business School Case 218-064, February 2018. (Revised August 2018.)
      • February 2018
      • Case

      Rosslyn Resource: Monetization and Sales Strategy

      By: Robert J. Dolan and Sunru Yong
      Rosslyn Resource identifies exploration targets (potential mineral deposits) in the mining industry and advances them until the project can be monetized, usually through sale to a larger mining company, in return for an upfront fee and a royalty on future revenues.... View Details
      Keywords: Strategy; Decision Choices and Conditions; Business Model; Organizational Change and Adaptation; Mining Industry
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      Dolan, Robert J., and Sunru Yong. "Rosslyn Resource: Monetization and Sales Strategy." Harvard Business School Brief Case 918-509, February 2018.
      • February 2018 (Revised August 2018)
      • Case

      Blue Haven Initiative: The PEGAfrica Investment

      By: Vikram S. Gandhi, Caitlin Reimers Brumme and Amram Migdal
      This case examines Blue Haven Initiative (BHI), an impact investing fund and family office, and one of its investments, PEGAfrica (PEG). BHI founder Liesel Pritzker Simmons’ motivations for using her family wealth to start a family office focused on impact investing,... View Details
      Keywords: Impact Investing; Family Office; Development; International Development; International Development Investing; Development Fund; Sustainability; Solar Energy; Solar; Pay As You Go; PAYG; MFI; Social Venture; Business Ventures; Acquisition; Business Growth and Maturation; Business Startups; Economics; Development Economics; Energy; Energy Conservation; Energy Sources; Renewable Energy; Social Entrepreneurship; Finance; Assets; Asset Pricing; Capital; Capital Budgeting; Capital Structure; Venture Capital; Cash; Cash Flow; Currency; Currency Exchange Rate; Equity; Private Equity; Financial Instruments; Debt Securities; Stock Shares; Financing and Loans; Microfinance; International Finance; Investment; Investment Return; Investment Activism; Investment Funds; Investment Portfolio; Price; Geography; Geographic Location; Emerging Markets; Ownership; Ownership Stake; Private Ownership; Social Enterprise; Value; Valuation; Value Creation; Energy Industry; Financial Services Industry; Green Technology Industry; Africa; United States
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      Gandhi, Vikram S., Caitlin Reimers Brumme, and Amram Migdal. "Blue Haven Initiative: The PEGAfrica Investment." Harvard Business School Case 318-003, February 2018. (Revised August 2018.)
      • 2018
      • Article

      Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time

      By: A. V. Whillans, Elizabeth W. Dunn and Michael I. Norton
      Spending money on time-saving purchases improves happiness. Yet, people often fail to spend their money in this way. Because most people believe that the future will be less busy than the present, they may underweight the value of these purchases. We examine the impact... View Details
      Keywords: Consumer Choice; Sharing Economy; Opportunity Cost; Time-as Money; Well-being; Time Management; Happiness; Perception; Behavior
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      Whillans, A. V., Elizabeth W. Dunn, and Michael I. Norton. "Overcoming Barriers to Time-Saving: Reminders of Future Busyness Encourage Consumers to Buy Time." Social Influence 13, no. 2 (2018): 117–124.
      • January 2018
      • Case

      Ak Gıda: IPO or Strategic Sale

      By: Suraj Srinivasan and Eren Kuzucu
      In 2015, Yıldiz Holding, one of the world’s largest producer of confections, biscuits and crackers, was at the end of its divestiture process from Ak Gida, one of the leading dairy companies in Turkey. The company had adopted a dual track process, pursuing an initial... View Details
      Keywords: Valuation; Private Sector; For-Profit Firms; Business Model; Business Strategy; Competitive Advantage; Growth and Development Strategy; Value Creation; Decision Making; Growth Management; Mergers and Acquisitions; Initial Public Offering; Business Conglomerates; Business Exit or Shutdown; Family Business; Joint Ventures; Food and Beverage Industry; Turkey
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      Srinivasan, Suraj, and Eren Kuzucu. "Ak Gıda: IPO or Strategic Sale." Harvard Business School Case 118-036, January 2018.
      • January 2018 (Revised April 2021)
      • Case

      Capital Allocation at HCA

      By: W. Carl Kester and Emily R. McComb
      In early 2017, HCA Holdings, an investor-owned hospital management company, faced a strategically important capital allocation decision. After the exit of its private equity sponsors in 2016, HCA had to determine how best to allocate its substantial annual free cash... View Details
      Keywords: Capital Allocation; Cash Distribution Policy; Dividends; Share Repurchases; Growth Strategy And Execution; Growth Investing; Capital Expenditures; Debt Management; Debt Reduction; Debt Policy; Hospital Management; Investor-owned Hospital Chains; Capital Budgeting; Capital Structure; Cash Flow; Corporate Finance; Decision Choices and Conditions; Health Industry; United States
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      Kester, W. Carl, and Emily R. McComb. "Capital Allocation at HCA." Harvard Business School Case 218-039, January 2018. (Revised April 2021.)
      • January 2018 (Revised January 2021)
      • Background Note

      Customer Lifetime Social Value (CLSV)

      By: Elie Ofek, Barak Libai and Eitan Muller
      One of the hallmarks of the digital revolution is the rise of the socially connected consumer. Concomitantly, the ability of companies to affect and measure the social interactions among customers has grown tremendously. Consequently, in assessing the full value of... View Details
      Keywords: Customer Lifetime Value; Customer Management; Social Contagion; Word Of Mouth; Customer Engagement; Customer Value and Value Chain; Measurement and Metrics; Customer Relationship Management
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      Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Lifetime Social Value (CLSV)." Harvard Business School Background Note 518-077, January 2018. (Revised January 2021.)
      • January 2018 (Revised June 2018)
      • Case

      Medtronic: Navigating a Shifting Healthcare Landscape

      By: Robert S. Kaplan, Michael E. Porter, Thomas W. Feeley and Alee Hernandez
      Medtronic is adapting its strategy to changes in healthcare competition and payments. It has decided to develop new relationships with payers, hospitals, and physicians to become more accountable for patient outcomes and total costs. The case describes new forms of... View Details
      Keywords: Value Based Health Care; Bundled Payments; Health Care and Treatment; Cost Management; Value Creation; Supply Chain Management; Customer Value and Value Chain; Medical Devices and Supplies Industry; Medical Devices and Supplies Industry; United States; Netherlands
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      Kaplan, Robert S., Michael E. Porter, Thomas W. Feeley, and Alee Hernandez. "Medtronic: Navigating a Shifting Healthcare Landscape." Harvard Business School Case 718-471, January 2018. (Revised June 2018.)
      • December 2017 (Revised March 2019)
      • Case

      Armarium: Luxury Fashion Brands for Rent

      By: Jill Avery, David Fubini, Natasha Dossa and Devon Stewart
      Armarium, a two-sided online platform that offered consumers the opportunity to rent the most coveted, current season high fashion clothing and accessories from the top global luxury brands, had emerged from its first sales season with two distinct customer segments:... View Details
      Keywords: Brand Management; Retailing; Sharing Economy; Luxury Brand; Ecommerce; Startup; Fashion; Brand Positioning; Customer Acquisition; Internet Marketing; Marketing; Marketing Channels; Marketing Strategy; Brands and Branding; Business Startups; Luxury; Consumer Behavior; Growth and Development Strategy; Social Media; E-commerce; Apparel and Accessories Industry; Apparel and Accessories Industry; Apparel and Accessories Industry; United States; North America
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      Avery, Jill, David Fubini, Natasha Dossa, and Devon Stewart. "Armarium: Luxury Fashion Brands for Rent." Harvard Business School Case 518-047, December 2017. (Revised March 2019.)
      • November 2017 (Revised July 2018)
      • Case

      Royal Philips: Designing Toward Profound Change

      By: Srikant M. Datar, Rajiv Lal and Caitlin N. Bowler
      This case explores Royal Philips CEO Frans van Houten's bold use of design research to inform a critical strategic decision: Should Philips leave its storied lighting business behind in favor of complete focus on health technology and consumer lifestyle products?... View Details
      Keywords: Design Research; Health Technology; Innovation; Design; Research; Decision Choices and Conditions; Strategy; Organizational Change and Adaptation; Transformation
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      Datar, Srikant M., Rajiv Lal, and Caitlin N. Bowler. "Royal Philips: Designing Toward Profound Change." Harvard Business School Case 118-017, November 2017. (Revised July 2018.)
      • November 2017 (Revised August 2018)
      • Case

      Fair Value Accounting at Noble Group (A)

      By: Siko Sikochi, Suraj Srinivasan and Quinn Pitcher
      Noble Group was a large commodities trader based in Hong Kong and listed on the Singapore Stock Exchange. In 2012, Noble shifted its business strategy towards an asset-light model. Under this model, Noble did not own mines or farms to produce commodities but built... View Details
      Keywords: Fair Value Accounting; Policy; Goods and Commodities; Contracts; Valuation
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      Sikochi, Siko, Suraj Srinivasan, and Quinn Pitcher. "Fair Value Accounting at Noble Group (A)." Harvard Business School Case 118-034, November 2017. (Revised August 2018.)
      • October 2017
      • Case

      The Transformation of Microsoft

      By: C. Fritz Foley, E. Scott Mayfield and F. Katelynn Boland
      In early 2015, Amy Hood, CFO of Microsoft, and the rest of the senior leadership team faced a set of fundamental choices. The firm had opportunities to serve customers in ways that would be associated with higher growth but lower margin. Some of these opportunities... View Details
      Keywords: Growth; Corporate Finance; Valuation; Growth Management; Communication Strategy; Transformation; Information Technology Industry; Computer Industry; United States
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      Foley, C. Fritz, E. Scott Mayfield, and F. Katelynn Boland. "The Transformation of Microsoft." Harvard Business School Case 218-048, October 2017.
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