Publications
Publications
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- All HBS Web
(8,225)
- Faculty Publications (2,848)
- March 1995 (Revised April 1995)
- Case
UAL Corporation
By: Stuart C. Gilson and Jeremy Cott
In the largest attempted employee-buyout in history, a large U.S. commercial airline seeks substantial wage concessions from its employees in return for 53% stake in the airline's commmon stock and guaranteed seats on the board of directors. Management must convince... View Details
- March 1995 (Revised April 1997)
- Case
Co-operative Bank, The
By: Robert S. Kaplan and Srikant M. Datar
A British bank with strong roots in the cooperative movement encounters declining profitability in an increasingly competitive and deregulated financial services industry. It attempts to grow by broadening its customer base and increasing the range of products and... View Details
- February 1995 (Revised June 1999)
- Case
Chemical Bank: Implementing the Balanced Scorecard
By: Robert S. Kaplan and Norman Klein
The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details
- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S.... View Details
- 1995
- Chapter
Towards a Winning Climate Coalition
- November 1994 (Revised May 1998)
- Background Note
Strategic Sales Management: A Boardroom Issue
By: Benson P. Shapiro, Stephen X. Doyle and Adrian J. Slywotsky
Explains why sales management has become an increasingly important and complex topic for top managers. Demonstrates the financial impact of a superior salesforce and then describes a way to gain superiority. The focus is on a salesforce that is responsive to customer... View Details
- November 1994
- Case
Bain & Company: International Expansion
By: Michael Y. Yoshino and J. Peter Williamson
Bain & Co., a leading strategy consulting firm, faces major strategic and organizational issues regarding global expansion. The Bain partners must choose a course among many exciting and attractive opportunities for growth. Also explores organizational and managerial... View Details
- November 1994
- Case
VideoGuide, Inc. (A)
By: William A. Sahlman and Jason Green
VideoGuide is emerging from a development stage start-up and requires a significant capital infusion to commercialize its product. Various financing options are considered including going public, venture capital, private placement, or a strategic partner. Given the... View Details
- November 1994 (Revised October 2011)
- Background Note
Innovation: A Customer-Driven Approach
By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details
- November 1994 (Revised August 1997)
- Case
TV Guide (A)
TV Guide is the largest magazine in the United States and is attaining record profitability. This case details the economics of TV Guide's success by studying its advertiser and reader relationships. Presents a detailed look at how a large magazine manages all aspects... View Details
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
- September 1994
- Teaching Note
Bose Corporation: The JIT II Program (A), (B), (C), (D), and Videotape TN
By: Roy D. Shapiro and Bruce Isaacson
Teaching Note for (9-694-001), (9-694-002), (9-694-003), (9-694-004), and (9-695-504). View Details
- September 1994 (Revised October 2002)
- Case
Citibank: Launching the Credit Card in Asia Pacific (A)
Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country managers in the region, were not enthusiastic. But others were supportive because of the opportunity to expand... View Details
- September 1994 (Revised September 1994)
- Case
Acer Group, The: Vision for the Year 2000
By: D. Quinn Mills and Richard C. Wei
In the early 1990s, Acer, Inc. set two goals: to be a top-five PC company worldwide in 1995 and to be a global consortium of companies by the year 2000. The company identified potential obstacles concerning capital, image, number of experienced international managers,... View Details
Keywords: Mission and Purpose; Goals and Objectives; Management Analysis, Tools, and Techniques; Organizational Structure; Global Strategy; Multinational Firms and Management; Experience and Expertise; Marketing Strategy; Production; Rank and Position; Business Strategy; Capital; Computer Industry; Japan
- 1994
- Chapter
Customer Transaction Databases: Present Status and Prospects
By: J. A. Deighton, Don Peppers and Martha Rogers
- July 1994
- Background Note
Note on Retail Organizations
By: David E. Bell
Describes a typical organizational structure for retailers and discusses duties of various individuals such as buyer, category manager, etc. View Details
- 1994
- Chapter
Focused Human Resources Management: Key to Logistics Effectiveness
By: R. D. Shapiro and J. Byrnes
- June 1994 (Revised September 1994)
- Background Note
Beating the Commodity Magnet
By: V. Kasturi Rangan and George T. Bowman
All markets follow a cycle of growth and maturity, then commoditization and decline. This note argues that while commoditization of an industry may seem inevitable, the better managed firms find a way to make money in the commodity cycle. These firms know how and when... View Details