Publications

Keywords: Deborah Blagg; Professor Elton Mayo; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

30 Jan 2019
What Do You Think?

Who Will Measure up to These Two Remarkable Leaders?

was to focus on a particular market segment.) Roger Hallowell, in a doctoral dissertation submitted some years later, took issue with that notion based on his observation of a small number of incredibly successful service organizations.... View Details

Keywords: by James Heskett; Air Transportation; Financial Services

01 Jun 2001
News

"Unheard Voices" Brings to Light Three Centuries of American Women at Work

however, there had never been an attempt to catalogue information about women across the library’s fourteen hundred manuscript collections. “It was time to address that need,” comments Linard. “People’s interests and focus shift over... View Details

27 Feb 2013
Research & Ideas

Sidetracked: Why Can’t We Stick to the Plan?

decisions that we expect we will make based on our finely developed plans are often different from how we actually behave. We get sidetracked. We set a new career path, we choose a diet to follow, we make plans to save for retirement, we set a new direction for the... View Details

November 2004 (Revised September 2007)
Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry

Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details

Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry

September 2020 (Revised July 2022)
Supplement

Spreadsheet Supplement to Artea (B) and (C)

By: Eva Ascarza and Ayelet Israeli

Spreadsheet Supplement to "Artea (B): Including Customer-level Demographic Data" and "Artea (C): Potential Discrimination through Algorithmic Targeting" View Details

Keywords: Gender; Race; Diversity; Marketing; Customer Relationship Management; Demographics; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

September 2004 (Revised January 2005)
Case

IBM: Ordering Midrange Computers in Europe

IBM Europe is trying to expand business-to-business (B2B) efforts with its large distributors of midrange systems. These efforts aim to automate many transactions and business processes, removing the need for human involvement. IBM has completed an initial project with... View Details

Keywords: Customer Relationship Management; Information Technology; Information Infrastructure; Marketing Channels; Distribution Channels; Information Technology Industry; Computer Industry; Germany; United States

04 Oct 2024
In Practice

Research-Based Advice for the Seasonally Overwhelmed and Schedule Challenged

aside time to focus that can help restore work-life balance. Joseph Fuller: Make time for ‘deep work’ at the office and home People have struggled to balance the demands of work and their personal lives since the emergence of organized... View Details

Keywords: by Rachel Layne

26 Apr 2004
Research & Ideas

A Clear Eye for Innovation

The Roman god Janus had two sets of eyes—one pair focusing on what lay behind, the other on what lay ahead. General managers and corporate executives should be able to relate. They, too, must constantly look backward, attending to the... View Details

Keywords: by Charles A. O'Reilly III & Michael L. Tushman

13 Dec 2018

College Programs Webinar

This webinar will focus on all opportunities for current college students at HBS, including the deferred admissions 2+2 Program, Summer Venture in Management Program and Peek Weekend. View Details

April 2007 (Revised November 2007)
Case

Bankinter: Growing Through Small and Medium Enterprises

Surveys the overall sequence of processes needed for the success of a strategy based on customer analytics. In particular, it charts the formulation and implementation of this strategy by a Spanish bank that decided to expand into the Small and Medium Enterprises (SME)... View Details

Keywords: Customer Relationship Management; Data and Data Sets; Knowledge Acquisition; Growth and Development Strategy; Organizational Change and Adaptation; Organizational Culture; Segmentation; Banking Industry; Spain

01 Mar 2018
News

Ask the Expert: Disaster Master

value concentration; there’s been such a focus on efficiency that there are way fewer redundancies in a company’s production capacity and inventories,” says Beer, who offers insight and advice to alumni seeking guidance in unprecedented... View Details

Keywords: Julia Hanna

November 2002 (Revised June 2003)
Case

Monsanto: Leadership in a New Environment

By: Ray A. Goldberg, James Weber and James M Beagle

Monsanto is the biotechnology leader in agriculture. How does it use its leadership in Round Up to fund long-term research and development in biotechnology that is acceptable to the priority system of consumers in different parts of the world? Includes color exhibits. View Details

Keywords: Research and Development; Science-Based Business; Food; Business or Company Management; Agribusiness; Industry Growth; Customer Focus and Relationships; Globalization; Leadership; Biotechnology Industry; Agriculture and Agribusiness Industry; United States

July 1989 (Revised April 2001)
Case

Kanthal (A)

By: Robert S. Kaplan

Multinational company needs an improved cost system to determine the profitability of individual customer orders. Its strategy is to have significant sales and profitability growth without adding additional administrative and support people. The new cost system... View Details

Keywords: Cost Accounting; Earnings Management; Cost Management; Financial Management; Multinational Firms and Management; Business or Company Management; Customer Relationship Management; Sales; Business Strategy; Profit; Electronics Industry

01 Oct 2001
News

New Economy Notables: Thomas S. Volpe

was a year ago. Think about what you love and what's going to be important ten years from now. Key elements in evaluating a business proposal I've always been a big "bet the jockey, not the horse" guy. Management and quality of people are... View Details

Keywords: Young, Susan; Finance

06 Oct 2003
What Do You Think?

Is “the Innovator’s Solution” to Sustained Corporate Growth an Unnatural Act?

be managed effectively on a continuing basis. As Richard Eckel put it, "'Disruptive' is the clue for why the proposed method of sustained growth will fail in most organizations ... B-schools graduate and laud those who are risk... View Details

Keywords: by James Heskett

19 Mar 2015
News

Walter Salmon Remembered

working for an investment management firm in Boston. He then served as the Chairman of the Board of the investment management company I started in Boston nine years later. Professor Salmon constantly amazed... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

November 2009 (Revised March 2013)
Case

PureCircle

By: David E. Bell and Aldo Sesia

In December 2008, the U.S. Food and Drug Administration (FDA) determined that high-purity Rebaudioside A (Reb A), a natural and calorie-free product that a young company named PureCircle manufactured from the Stevia plant, could be used in beverages, foods, and as a... View Details

Keywords: Customer Relationship Management; Investment; Globalization; Leadership; Risk Management; Product Launch; Production; Performance Productivity; Business and Shareholder Relations; Food and Beverage Industry; United States