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  • October 2015 (Revised February 2020)
  • Teaching Note

Trouble at Tessei

By: Ethan Bernstein and Ryan Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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Bernstein, Ethan, and Ryan Buell. "Trouble at Tessei." Harvard Business School Teaching Note 616-031, October 2015. (Revised February 2020.)
  • March 2012 (Revised April 2013)
  • Case

Schön Klinik: Eating Disorder Care

By: Michael E. Porter, Emma Stanton, Jessica A. Hohman and Caleb Stowell
The Schön Klinik is a private, for-profit German hospital group trying to establish itself as a premium health care provider in a competitive German market. The case details Schön Klinik's founding, its early focus on measurement and improvement, and the design and... View Details
Keywords: Health Care Quality; Outcomes; Quality Improvement; Strategy And Performance Measurement; Integration; Measurement and Metrics; Competition; Health Disorders; Health Care and Treatment; Outcome or Result; Performance Evaluation; Business Processes; Health Industry; Germany
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Porter, Michael E., Emma Stanton, Jessica A. Hohman, and Caleb Stowell. "Schön Klinik: Eating Disorder Care." Harvard Business School Case 712-475, March 2012. (Revised April 2013.)
  • 2016
  • Working Paper

Towards a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition

By: Gary P. Pisano
The field of strategy has mounted an enormous effort to understand, define, predict, and measure how organizational capabilities shape competitive advantage. While the notion that capabilities influence strategy dates back to the work of Andrews (1971), attempts to... View Details
Keywords: Competitive Advantage
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Pisano, Gary P. "Towards a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition." Harvard Business School Working Paper, No. 16-146, June 2016.
  • 2014
  • Case

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County

By: F. Warren McFarlan, Siqun Yang and Meihua Shen
Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details
Keywords: Rural Entrepreneurship; Value Added; China; Risk Management; Microfinance; China
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McFarlan, F. Warren, Siqun Yang, and Meihua Shen. "Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County." 2014.
  • 09 Dec 2015
  • Research Event

When Hosts Attack: The Competitive Threat of Online Platforms

In the online marketplace, oodles of retailers and developers rely on “platforms” such as Amazon.com, the Apple App Store, Facebook, and Twitter to get their products and services into the hands of users. Retailers, for example, sell... View Details
Keywords: by Carmen Nobel; Web Services; Web Services; Web Services
  • 2011
  • Teaching Note

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
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McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Teaching Note, 2011.
  • June 2008
  • Case

From xiaonei to hainei: The Quest for the Social Networking Service Market in China

By: Joseph B. Lassiter III, Michael Shih-Ta Chen and Keith Chi-ho Wong
Wang Xing, the founder of Hainei.com, one of the fastest growing social networking service (SNS) providers in China, was preparing to raise funds from venture capitalists. Since late 2003, Wang had established several Internet startups in China. Xiaonei.com, which he... View Details
Keywords: Entrepreneurship; Venture Capital; Social and Collaborative Networks; Competition; Internet; China
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Lassiter, Joseph B., III, Michael Shih-Ta Chen, and Keith Chi-ho Wong. "From xiaonei to hainei: The Quest for the Social Networking Service Market in China." Harvard Business School Case 808-164, June 2008.
  • October 2017
  • Article

Toward a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition

By: Gary P. Pisano
The field of strategy has mounted an enormous effort to understand, define, predict, and measure how organizational capabilities shape competitive advantage. While the notion that capabilities influence strategy dates back to the work of Andrews (1971, The Concept... View Details
Keywords: Business Admnistration; Market Structure; Firm Structure; Market Efficiency; Competency and Skills; Organizational Structure; Strategy
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Pisano, Gary P. "Toward a Prescriptive Theory of Dynamic Capabilities: Connecting Strategic Choice, Learning, and Competition." Industrial and Corporate Change 26, no. 5 (October 2017): 747–762.
  • 2014
  • Teaching Note

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County (TN)

By: F. Warren McFarlan, Yang Siqun and Shen Meihua
Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details
Keywords: Microfinance; Rural Entrepreneurship; Value Added; China; China
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McFarlan, F. Warren, Yang Siqun, and Shen Meihua. "Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County (TN)." Tsinghua University Teaching Note, 2014.
  • 18 Oct 2018
  • Research & Ideas

How to Use Free Shipping as a Competitive Weapon

service through which Zalora customers could purchase an annual membership to receive free shipping, similar to the Amazon Prime model. "Our research implies that it is very difficult for the average online seller to make a program... View Details
Keywords: by Kristen Senz; Retail
  • October 2007 (Revised May 2009)
  • Case

Offering the Right Service in the Right Place: Growing Orthopedics at the Brigham and Women's/Faulkner (BW/F) Hospitals

By: V.G. Narayanan, Michael G. Wilson and Rachel Gordon
After the merger of two local hospitals, hospital leaders much decide how to reorganize services to take advantage of newly created efficiencies. Focuses on the Orthopedics department at one of the hospitals. View Details
Keywords: Cost Accounting; Mergers and Acquisitions; Cost vs Benefits; Service Operations; Organizational Structure; Performance Efficiency; Competitive Advantage; Health Industry
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Narayanan, V.G., Michael G. Wilson, and Rachel Gordon. "Offering the Right Service in the Right Place: Growing Orthopedics at the Brigham and Women's/Faulkner (BW/F) Hospitals." Harvard Business School Case 108-016, October 2007. (Revised May 2009.)
  • 17 Nov 2020
  • Research & Ideas

Why a Blended Workforce May Be Key to Lasting Competitive Advantage

In recent years, companies have been anxious about the lack of skilled workers to fill pivotal jobs. But then came COVID-19 and a subsequent recession. The ensuing business turmoil and record-high unemployment may have temporarily distracted companies from their... View Details
Keywords: by Joseph B. Fuller
  • November 2015 (Revised February 2016)
  • Case

Allianz Turkey: Focus on the Customer (A)

By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
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Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
  • March 2016
  • Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
Citation
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Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
  • Research Summary

Overview

Downstream businesses that utilize global suppliers frequently use auditing programs to monitor their suppliers’ working conditions and are often deployed to address reputational concerns associated with procuring from unregulated suppliers. Despite their widespread... View Details
Keywords: Audit Quality; Remote Work; Outsourcing; Econometric Analysis; Switching Costs; Service Operations; Performance Effectiveness; Service Industry; Service Industry
  • November 2015 (Revised February 2016)
  • Supplement

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
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Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
  • October 2014
  • Case

Teckentrup: A Door to Managing Difference

By: Clayton Rose, Jerome Lenhardt and Daniela Beyersdorfer
For Kai Teckentrup, the owner and co-CEO of the German "Mittelstand" door manufacturer Teckentrup, balancing competitive pressures, demographic realities and values were at the heart of the diversity program that he had started and championed at the company. Beyond... View Details
Keywords: Diversity Management; Corporate Values; Competitiveness; Demographics; Change Management; Transformation; Diversity; Ethnicity; Gender; Literacy; Nationality; Race; Residency; Corporate Accountability; Corporate Social Responsibility and Impact; Organizational Culture; Economic Growth; Fairness; Moral Sensibility; Values and Beliefs; Immigration; Employee Relationship Management; Civil Society or Community; Manufacturing Industry; Construction Industry; Consumer Products Industry; Europe; Germany; Russia; Turkey
Citation
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Rose, Clayton, Jerome Lenhardt, and Daniela Beyersdorfer. "Teckentrup: A Door to Managing Difference." Harvard Business School Case 315-016, October 2014.
  • June 2017
  • Article

Creating Reciprocal Value Through Operational Transparency

By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
We investigate whether organizations can create value by introducing visual transparency between consumers and producers. Although operational transparency has been shown to improve consumer perceptions of service value, existing theory posits that increased contact... View Details
Keywords: Operational Transparency; Service Management; Production Management; Organizational Performance; Behavioral Operations; Service Operations; Service Delivery; Consumer Behavior; Labor; Organizational Design; Operations; Service Industry; United States; Kenya
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Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Creating Reciprocal Value Through Operational Transparency." Management Science 63, no. 6 (June 2017): 1673–1695.
  • 06 Aug 2024
  • Cold Call Podcast

How EdTech Firm Coursera Is Incorporating GenAI into Its Products and Services

Keywords: Re: Suraj Srinivasan; Education; Technology
  • April 2012
  • Case

Bayonne Packaging, Inc.

By: Roy D. Shapiro and Paul E. Morrison
A printer and paper converter produces customized packaging used by industrial customers to deliver promotional materials, software, luxury beverages, and gift food and candy. The company specializes in creating innovative packaging solutions for its customers and... View Details
Keywords: Production Controls; Manufacturing; Capacity Analysis; Quality Control; Performance Management; Process Analysis; Quality; Production; Performance Productivity; Performance Capacity; Business Processes; Manufacturing Industry
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Shapiro, Roy D., and Paul E. Morrison. "Bayonne Packaging, Inc." Harvard Business School Brief Case 124-420, April 2012.
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