Publications
Publications
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(3,017)
- Faculty Publications (638)
- October 2016 (Revised February 2019)
- Case
PTC: A Transformation to IoT
By: Rajiv Lal and Sarah McAra
In the 2010s, PTC, a leading provider of software for discrete manufacturers, faced maturing markets and changing customer needs as smart, connected products took hold—the rise of the Internet of Things (IoT). PTC saw a first mover advantage in entering the IoT space... View Details
- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
- September 2016 (Revised March 2018)
- Case
Qalaa Holdings and the Egyptian Refining Company
By: Victoria Ivashina and Marc Homsy
This case follows Qalaa Holdings, a successful Egypt-based private equity firm, and gives insight into the types of investments it pursued, its growth over time, and the limited partner base it had at hand. It also allows students to consider and debate whether the... View Details
- 2016
- Chapter
Unpacking the Dynamics of Successful Change: Ten Insights from the Private Sector
Book Abstract: The aim of this book is to catalyze global interest in the pursuit of transformational changes in natural resource and environmental management. It is shown that transformational policy reforms involve fundamental shifts in strategy with far-reaching... View Details
- August 2016
- Teaching Note
Mahindra Lifespace Developers' Venture into Affordable Housing
By: Joseph B. Fuller and Monica Baraldi
Mahindra Lifespace Developers Limited (MLDL) was the infrastructure and real estate arm of the Mahindra Group, an Indian conglomerate with revenues of $16.5 billion in 2014. Employing 400 experts in land acquisition, design, project management, sales and marketing, and... View Details
Keywords: Business Conglomerates; Business Startups; Development Economics; Developing Countries and Economies; Corporate Entrepreneurship; Social Entrepreneurship; Housing; Emerging Markets; Business and Government Relations; Human Needs; Social Issues; Urban Development; Real Estate Industry; India
- August 2016 (Revised December 2016)
- Module Note
Strategy Execution Module 2: Building a Successful Strategy
By: Robert Simons
This module reading describes the basics of building a successful strategy. Topics in this module include a discussion of the distinction between corporate and business strategy; how to conduct a SWOT analysis of market dynamics and internal capabilities; the use of... View Details
- 2016
- Working Paper
Decision-Making by Precedent and the Founding of American Honda (1948 – 1974)
By: Ramon Casadesus-Masanell and John Heilbron
American Honda was founded in 1959 as a wholly owned subsidiary of the Honda Motor Company to facilitate sales and distribution in the United States. The details of American Honda’s early history have long served as evidence in debates among scholars and practitioners... View Details
- August 2016 (Revised July 2017)
- Case
Diageo and Mey Icki: Turkish Delight or Turkish Hangover?
By: Dante Roscini and Gamze Yucaoglu
In September 2013, two years after its $2.1 billion acquisition of Mey Icki Sanayi ve Ticaret AS (Mey Icki), the principal spirits company in Turkey specializing in the local beverage, raki, Diageo, the world’s leading premium drinks company, was concerned about new... View Details
- June 2016 (Revised November 2021)
- Case
chotuKool: 'Little Cool,' Big Opportunity
By: Rory McDonald, Derek van Bever and Efosa Ojomo
In 2013, a team led by Gopalan Sunderraman, vice president of corporate development at Godrej & Boyce Mfg. Co. Ltd.—one of the companies owned by Godrej Group, a large Indian conglomerate—was preparing to launch an innovative low-cost refrigerator. Developed expressly... View Details
- Article
Time-Driven Activity-Based Costing in Emergency Medicine
By: Robert S. Kaplan, Brian J. Yun, Anand M. Prabhakar, Jonathan Warsh, John Brennan, Kyle E. Dempsey and Ali S. Raja
Value in emergency medicine is determined by both patient-important outcomes and the costs associated with achieving them. However, measuring true costs is challenging. Without an understanding of costs, emergency department (ED) leaders will be unable to determine... View Details
- May 2016 (Revised April 2019)
- Case
Olivia Lum: Wanting to Save the World
By: Geoffrey Jones and Essie Alamsyah
This case considers the entrepreneurial career of Olivia Lum, who founded the Singaporean water company Hyflux in 1989. An orphan born in Malaysia, Lum provides a rare case of an entrepreneurial success in a country whose economic success has primarily rested on... View Details
Keywords: Industrial Organization; Chinitz; Agglomeration; Clusters; Cities; Mine; Environmental Management; Operations Management; Sustainable Operations; Environmental Regulation; Entrepreneurship; Globalization; History; Operations; Management; Environmental Sustainability; Green Technology Industry; Utilities Industry; China; Singapore
- May 2016
- Case
OPET: Precision Marketing in Uncertain Times
By: Rajiv Lal, Esel Çekin and Eren Kuzucu
During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in... View Details
- May 20, 2016
- Comment
World Health Organization Lacks Leadership to Combat Pandemics
By: John A. Quelch
When it comes to emergency preparedness for pandemics, the World Health Organization is falling short. It has not provided prompt and clear leadership to the world in combating either the Ebola or Zika viruses. Its leadership has been low energy, its representatives... View Details
Keywords: Global Health; World Health Organization; World Bank; Pandemics; Emergency Preparedness; Experience and Expertise; Decisions; Forecasting and Prediction; Communication Strategy; Nonverbal Communication; Framework; Governance; Government and Politics; Health; Management; Practice; Problems and Challenges; Projects; Risk and Uncertainty; Human Needs; Civil Society or Community; Social Issues; Welfare or Wellbeing; Biotechnology Industry; Health Industry; Journalism and News Industry; Medical Devices and Supplies Industry; Public Administration Industry; Tourism Industry; Transportation Industry; Travel Industry; Africa; Asia; Europe; Latin America; North and Central America; South America; West Indies
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details
Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
- 2016
- Working Paper
The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence
By: Shane Greenstein
The experience of Encyclopædia Britannica provides the canonical example of the decline of an established firm at the outset of the digital age. Competition from Microsoft's Encarta in 1993 led to sharp declines in the sales of books, which led to the distressed sale... View Details
- March 2016 (Revised January 2023)
- Teaching Note
Carla Ann Harris at Morgan Stanley
This case follows Carla Ann Harris, an African-American executive on Wall Street, from her childhood to the eve of her 20th year at Morgan Stanley. In addition to her professional identity as an investment banker, Harris is also an accomplished gospel singer, an... View Details
- March 2016
- Teaching Note
MasterCard: Driving Financial Inclusion
By: Sunil Gupta
Since joining MasterCard (MC) in 2010, CEO Ajay Banga had made advancing financial inclusion (FI)—bringing formal financial services to marginalized populations—an important goal for the company. In 2014, MC had entered a number of partnerships with governments and... View Details
- 2016
- Book
Revolutionizing Innovation: Users, Communities, and Open Innovation
By: Dietmar Harhoff and Karim R. Lakhani
The last two decades have witnessed an extraordinary growth of new models of managing and organizing the innovation process, which emphasize users over producers. Large parts of the knowledge economy now routinely rely on users, communities, and open innovation... View Details
- February 2016
- Teaching Note
Akın Öngör's Journey
By: Rosabeth Moss Kanter and Ai-Ling Jamila Malone
The case of Akın Öngör's Journey describes a highly successful former CEO with stellar leadership skills, who transformed a bank in Turkey into one of the world's best, steered it to contribute to his country's social agenda, influenced business practices of other... View Details
- January 2016
- Case
Open Innovation at Fujitsu (A)
By: Amy C. Edmondson and Jean-François Harvey
This case study examines the open innovation journey at Fujitsu, a global information and communication technology company. The case ends with the location decision between Tokyo, Japan, downtown San Francisco or Sunnyvale, California, regarding establishing a small... View Details
Keywords: Open Innovation; Collaboration; Culture Change; Leadership; Japan; United States; Inter-organizational Relationships; Teaming; Maker Movement; Nascent Industries; Change Management; Leading Change; Organizational Culture; Emerging Markets; Collaborative Innovation and Invention; Information Technology Industry; Technology Industry; Sunnyvale; Tokyo; San Francisco