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May 2021
Simulation

Customer Compatibility Exercise Application

By: Ryan W. Buell

Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort... View Details

Keywords: Customer Compatibility; Customer Relationship Management; Strategy; Service Operations; Service Delivery; Performance Efficiency; Analysis; Consumer Behavior; Analytics and Data Science

December 2009
Article

Hiding the Evidence of Valid Theories: How Coupled Search Processes Obscure Performance Differences Among Organizations

By: Nicolaj Siggelkow and Jan Rivkin

Theorists argue that an organization's high-level choices, such as its organizational design or the attributes of its top management team, should influence its performance, yet empirical researchers have struggled to detect such influence. The impact of high-level... View Details

Keywords: Decision Choices and Conditions; Management Teams; Organizational Design; Performance Effectiveness; Power and Influence; Balance and Stability

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September 1999
Supplement

Jollibee Foods Corporation: International Expansion

By: Christopher A. Bartlett

Presents interviews with CEO Tony Tan Caktiong and international division VP, Noli Tingzon, elaborating on issues and raising new issues on Jollibee's global strategy and organization. View Details

Keywords: Managerial Roles; Globalized Firms and Management; Global Strategy; Organizational Design; Expansion; Food and Beverage Industry

February 2007 (Revised May 2007)
Case

Li & Fung 2006

By: F. Warren McFarlan, William C. Kirby and Tracy Manty

Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details

Keywords: Customer Value and Value Chain; Supply Chain Management; Distribution Channels; Global Range; Strategy; Information Technology; Service Industry; Distribution Industry; China; India; United States; Europe

October 2007 (Revised March 2008)
Case

Dove: Evolution of a Brand

By: John A. Deighton

Examines the evolution of Dove from functional brand to a brand with a point of view after Unilever designated it as a masterbrand, and expanded its portfolio to cover entries into a number of sectors beyond the original bath soap category. The development causes the... View Details

Keywords: History; Expansion; Marketing Strategy; Social Marketing; Digital Marketing; Brands and Branding; Consumer Products Industry; Beauty and Cosmetics Industry

September 2015
Case

Eco7: Launching a New Motor Oil

By: John Quelch and Sunru Yong

Aaron Jonnerson, vice president of marketing at the automotive division of Avellin, must make marketing mix decisions for the launch of Eco7, a new environmentally-friendly motor oil. The company's performance has been mediocre, shareholder pressure is increasing, and... View Details

Keywords: Distribution Channels; Environmental Sustainability; Product Launch; Transportation; Energy Sources; Auto Industry

November 2016 (Revised April 2017)
Case

Hygeia Group: Delivering Quality Care in Nigeria

By: Robert F. Higgins and Ifedayo O. Kuye

Fola Laoye is the Group Managing Director of Hygeia Group, a Nigerian healthcare insurer and provider, and she is deciding on the optimal strategy to grow the provider arm of her business. Hygeia Group was founded in the 1980s by her physician parents, and although... View Details

Keywords: Healthcare; Healthcare Industry; Hospitals; Nigeria; Health Care and Treatment; Growth and Development Strategy; Health Industry; Nigeria

April 2011 (Revised May 2011)
Case

EMC2: Delivering Customer Centricity

By: Thomas Steenburgh and Jill Avery

This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the... View Details

Keywords: Business Model; Interpersonal Communication; Customer Relationship Management; Knowledge Acquisition; Marketing Strategy; Organizational Change and Adaptation; Salesforce Management; Social and Collaborative Networks; Internet; Information Technology Industry

September 1990 (Revised January 1992)
Case

Eli Lilly and Co. (A): Globalization

By: Michael Y. Yoshino

Examines the changes taking place in Eli Lilly in response to the globalization of the pharmaceuticals industry. Identifies the steps taken by management, problems currently faced, and challenges for the future. Allows examination of the process of implementing a... View Details

Keywords: Change; Globalization; Global Strategy; Business or Company Management; Problems and Challenges; Perspective; Pharmaceutical Industry

18 Apr 2022
HBS Case

Dick’s Sporting Goods Followed Its Conscience on Guns—and It Paid Off

difficult decision. These lessons include getting top executives on board with a change, analyzing the financial impact, and developing a communications strategy aimed at explaining the firm’s actions to customers, employees, suppliers,... View Details

Keywords: by Jay Fitzgerald

June 2002 (Revised September 2002)
Case

Pokemon: Gotta Catch 'Em All (Abridged)

By: Youngme E. Moon

Pokemon, the colloquial name given to a collection of 150 fantastic, animal-inspired creatures with organic powers and the capacity to evolve, are the stars of video games, trading card games, and TV cartoons. Conceived in Japan in 1996, Pokemon quickly became that... View Details

Keywords: Brands and Branding; Age; Business or Company Management; Marketing Strategy; Product Launch; Cross-Cultural and Cross-Border Issues; Copyright; Video Game Industry; Entertainment and Recreation Industry; Japan; Asia; United States

June 2021
Case

Akira Fukabori and Kevin Kajitani at avatarin (A) (Abridged)

By: Linda A. Hill and Emily Tedards

In 2016, Akira Fukabori and Kevin Kajitani, aeronautical engineers at All Nippon Airways Co., Ltd., began to wonder why, in a world of accelerating globalization and digital connectivity, those who lived in far-remote villages or impoverished urban areas could not... View Details

Keywords: Agility; Ecosystem; Innovation Ecosystems; Innovation; Crowdsourcing; XPRIZE; Open Innovation; Partnership; Government; Collaboration; Co-creation; Purpose; Impact; Social Impact; Movement; Organizational Behavior; Organizational Ambidexterity; Ambidexterity; Culture; Culture Change; Global Teams; Experimentation; Space; Space Industry; Airline Industry; Start-up; Platform Business; Platform Strategy; Platform; Digital; Robotics; Robots; Avatar; Telepresence; Innovation Lab; Mobility; COVID-19; Intrapreneurship; Public-private Partnership; Innovation and Invention; Technological Innovation; Partners and Partnerships; Collaborative Innovation and Invention; Alignment; Leadership; Leading Change; Diversity; Organizational Culture; Change Management; Strategy; Entrepreneurship; Digital Platforms; Transportation Industry; Aerospace Industry; Japan

February 2008 (Revised May 2009)
Supplement

Avaya (D): Early Results of the Demand Generation Initiative

Avaya's top management wants to improve demand generation. This requires an improvement in the relationship between Sales and Marketing. This case series (Avaya (A)-(D)) walks the student through each phase of this process. The (A) case begins with background on the... View Details

Keywords: Marketing; Cooperation; Sales

June 2013 (Revised October 2013)
Case

Tim Blanchard at Jones Mendel & Co. (Abridged)

By: Jay W. Lorsch and John Gabarro

Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. View Details

Keywords: Business or Company Management; Management Style; Partners and Partnerships; Work-Life Balance; Problems and Challenges; Management Teams; Consulting Industry

December 1995 (Revised December 1995)
Case

Yale University Investments Office

By: Josh Lerner and Jay O. Light

Yale University's investment office was responsible for managing its endowment, which totaled nearly $4 billion in June 1995. Yale had developed a rather different approach to endowment management, including substantial investments in "less efficient" equity markets... View Details

Keywords: Assets; Private Equity; Investment; Investment Return; Management; Markets; Strategy; Education Industry

January 2002 (Revised September 2022)
Case

Aqualisa Quartz: Simply a Better Shower

By: Youngme E. Moon and Kerry Herman

Harry Rawlinson is managing director of Aqualisa, a major U.K. manufacturer of showers. He has just launched the most significant shower innovation in recent history: the Quartz shower. The shower provides significant improvements in terms of quality, cost, and ease of... View Details

Keywords: Problems and Challenges; Product Launch; Consumer Behavior; Product Positioning; Technological Innovation; Decision Choices and Conditions; Sales; Strategy; Manufacturing Industry; Consumer Products Industry; United Kingdom

November 2010
Case

Gilt Groupe

By: Michael J. Roberts, William A. Sahlman and Tamara Obradov

The case explores decisions faced by Gilt Groupe co-founders in 2009 regarding how rapidly to grow, which growth strategies to pursue and how much capital to raise. View Details

Keywords: Entrepreneurship; Finance; Growth Management; Growth and Development Strategy; Decision Making

May 2024
Case

Leading Culture Change at Microsoft Western Europe

By: Amy C. Edmondson and Cat Huang

In 2023, Cindy Rose, President of Microsoft Western Europe, faced a critical decision. Rose grappled with the potential impact of widespread layoffs on psychological safety and the cultural transformation she had championed since her arrival. When Rose had first joined... View Details

Keywords: Leadership; Organizational Culture; Transformation; Collaborative Innovation and Invention; Job Cuts and Outsourcing; Problems and Challenges; Motivation and Incentives; Groups and Teams; Business or Company Management; Technology Industry; Europe

2023
Article

Comparison of COVID-19 Hospitalization Costs across Care Pathways: A Patient-level Time-driven Activity-based Costing Analysis in a Brazilian Hospital

By: Ricardo Bertoglio Cardoso, Miriam Allein Zago Marcolino, Milena Soriano Marcolino, Camila Felix Fortis, Leila Beltrami Moreira, Ana Paula Coutinho, Nadine Oliveira Clausell, Junaid Nabi, Robert S. Kaplan, Ana Paula Beck da Silva Etges and Carisi Anne Polanczyk

The COVID-19 pandemic raised awareness of the need to better understand where and how patient-level costs are incurred in health care organizations. This study used time-driven activity-based costing to estimate COVID-19 patient-level hospital costs in a Brazilian... View Details

Keywords: Health Care and Treatment; Cost; Health Industry; Brazil

November 1996 (Revised July 1997)
Case

Alexander Plaza

By: Arthur I Segel and William J. Poorvu

In May 1996, Henry Bower, an asset manager for a real estate adviser, Medcem, has to negotiate the details of a lease after signing a letter of intent with a high technology company, Defentek, Inc. Defentek, Inc. is a fast-growing company with limited net worth that is... View Details

Keywords: Negotiation Tactics; Negotiation Preparation; Agreements and Arrangements; Risk and Uncertainty; Real Estate Industry; Financial Services Industry; District of Columbia

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