Publications

December 1997 (Revised October 1999)
Case

Citibank: Performance Evaluation

By: Robert L. Simons and Antonio Davila

Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a... View Details

Keywords: Performance Evaluation; Balanced Scorecard; Business Strategy; Customer Satisfaction; Performance Expectations; Decisions; Motivation and Incentives; Quality; Banking Industry

August 1997
Case

Natural Blends, Inc.

By: H. Kent Bowen, Ramchandran Jaikumar and Karen Krause

Describes the continuous flow process used to generate orange juice concentrate. Production involves several tightly coupled process steps with varying production rates and setup times. Given production constraints and customer requirements, management choices must be... View Details

Keywords: Customer Focus and Relationships; Decisions; Management Analysis, Tools, and Techniques; Product; Performance Capacity; Performance Productivity

1 Aug 1997
Conference Presentation

What Really Happens in Creative Projects: Event Sampling through Electronic Data Collection

By: T. M. Amabile, D. Whitney, J. Weinstock, L. Miller and C. Fallang

Keywords: Creativity; Projects; Management Analysis, Tools, and Techniques

July 1997 (Revised June 2001)
Case

H.E. Butt Grocery Company: A Leader in ECR Implementation (B) (Abridged)

By: Robert D. Austin and F. Warren McFarlan

H.E. Butt Grocery Co. led the grocery industry in adopting many innovations, including category management, electronic data interchange, and continuous replenishment. They have also moved aggressively and profitably into newer applications such as Scanner-based payment... View Details

Keywords: Information Management; Independent Innovation and Invention; Innovation and Invention; Business Organization; Risk and Uncertainty; Science-Based Business; Cross-Cultural and Cross-Border Issues; Management Analysis, Tools, and Techniques; Risk Management; Electronics Industry; Computer Industry

June 1997 (Revised May 1998)
Case

Mobil USM&R (A1)

First of a two-part case on the development and use of a Balanced Scorecard (BSC) at Mobil's US Marketing and Refining Division. Split from the original (A) case to give students an opportunity to suggest objectives and measures for the division's initial BSC, without... View Details

Keywords: Balanced Scorecard; Measurement and Metrics; Restructuring; Corporate Strategy; Organizational Change and Adaptation; Growth and Development Strategy; Management Teams; Marketing Strategy; Motivation and Incentives; Mining Industry; Energy Industry; United States

June 1997
Case

Massachusetts General Hospital: CABG Surgery (B)

By: Steven C. Wheelwright and Mikelle Eastley

Once the CABG care path is implemented and other care paths begun, hospital staff and administration examine the resulting data. Further methods of improving care and reducing cost are presented for analysis. View Details

Keywords: Cost Management; Policy; Retention; Management Analysis, Tools, and Techniques; Operations; Performance Improvement; Health Industry

June 1997 (Revised May 1998)
Case

Mobil USM&R (A2)

Second of a two-part case on the development and use of a Balanced Scorecard (BSC) at Mobil's US Marketing and Refining Division. This case describes the completed BSC, and how this was linked to the BSCs of the independent business units and the internal service... View Details

Keywords: Balanced Scorecard; Performance Evaluation; Management Teams; Management Practices and Processes; Executive Compensation; Motivation and Incentives; Corporate Strategy; Energy Industry; Mining Industry; United States

June/July 1997
Article

Why Does Business Need a Balanced Scorecard? Part II

By: Robert S. Kaplan and David Norton

Keywords: Balanced Scorecard

May 1997
Teaching Note

Managing Product Development: Matching Technology with Context, Instructor's Note

By: Marco Iansiti

This overview to Managing Product Development (MPD) both previews course material, cases, exercises, and lectures--and provides its conceptual and academic underpinnings. Additionally, this note links these materials to the activities students will be undertaking in... View Details

Keywords: Curriculum and Courses; Product Development; Knowledge Management; Performance; Projects; Management Practices and Processes; Opportunities; Strategy; Management Analysis, Tools, and Techniques

May 1997
Background Note

Institutional Perspective on Management

By: Rosabeth M. Kanter

Discusses the dimensions of the institutional environment surrounding business, including the role of stakeholders and the need for new collaborations in emerging markets; the key assumptions of the institutional perspective on businesses and markets, especially in... View Details

Keywords: Economics; Management Analysis, Tools, and Techniques; Management Skills; Emerging Markets; Business and Stakeholder Relations; Perspective

Article

Why Does Business Need a Balanced Scorecard? Part II

By: Robert S. Kaplan and David Norton

Keywords: Balanced Scorecard

Find at Harvard

March 1997 (Revised July 1998)
Case

SOS-Kinderdorf International: Caring for Orphaned Children

By: V. Kasturi Rangan

SOS-Kinderdorf, founded in 1949, has grown rapidly into one of the largest orphanages in the world with children's villages, kindergartens, schools, youth facilities, and other complementary programs in 130 countries. This case describes the evolution of the... View Details

Keywords: Management; Management Analysis, Tools, and Techniques; Mission and Purpose; Problems and Challenges; Nonprofit Organizations; Strategy; India; Norway; United States

Find at Harvard

February/March 1997
Article

Why Does Business Need a Balanced Scorecard? Part I

By: Robert S. Kaplan and David Norton

Keywords: Balanced Scorecard

November 1996 (Revised February 1997)
Case

Historical Society of Pennsylvania, The

By: Stephen A. Greyser and Stephanie L. Woerner

The Historical Society of Pennsylvania (HSP) runs one of the nation's most important research libraries and a museum focusing on colonial history. Financial analysis shows that the society has absorbed increased costs of operation over the past decade through slow but... View Details

Keywords: Finance; Cost; Human Resources; Leadership Style; Management Analysis, Tools, and Techniques; Managerial Roles; Mission and Purpose; Corporate Strategy; Pennsylvania

November 1996 (Revised April 1999)
Case

United Way of Southeastern New England (UWSENE)

By: Robert S. Kaplan and Ellen L. Kaplan / RA

A regional United Way organization, a nonprofit already active in total quality management, implements a Balanced Scorecard to link its strategic planning objectives with day-to-day operations, and is able to translate its vision and strategy into objectives and... View Details

Keywords: Balanced Scorecard; Nonprofit Organizations; Governing and Advisory Boards; Strategy; United States

October 1996 (Revised April 1998)
Case

Mobil USM&R (D): Gasoline Marketing

Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units.... View Details

Keywords: Balanced Scorecard; Management Teams; Human Resources; Agreements and Arrangements; Organizational Change and Adaptation; Customers; Situation or Environment; Business Units; Energy Industry; Mining Industry; United States

September 1996 (Revised September 1999)
Case

Mobil USM&R (A): Linking the Balanced Scorecard

The CEO of the marketing and refining division of a major oil company is in the midst of implementing a profit turnaround. He transforms the strongly centralized, functionally-organized division into 17 independent business units and 14 internal service companies. The... View Details

Keywords: Organizational Change and Adaptation; Measurement and Metrics; Management Practices and Processes; Organizational Design; Balanced Scorecard; Corporate Strategy; Mining Industry; Energy Industry

September 1996 (Revised April 1998)
Case

Mobil USM&R (B): New England Sales and Distribution

The general manager of a local gasoline/distillate sales and distribution business unit must communicate a new strategy to the unit's 300 employees. An initial strategic planning exercise identified a high-priority list of opportunities that blended the parent... View Details

Keywords: Balanced Scorecard; Adoption; Strategic Planning; Customization and Personalization; Management Practices and Processes; Growth and Development Strategy; Measurement and Metrics; Motivation and Incentives; Performance Evaluation; Energy Industry; Mining Industry; United States

September 1996 (Revised May 1997)
Case

Mobil USM&R (C): Lubricants Business Unit

The general manager of a Lubricants Business Unit in Mobil's U.S. Marketing and Refining division launched a project to develop a Balanced Scorecard (BSC) for his unit. The purpose was to provide focus for all employees of the unit, enabling it to operate on an... View Details

Keywords: Balanced Scorecard; Employees; Customization and Personalization; Performance Evaluation; Measurement and Metrics; Management Teams; Projects; Energy Industry; Mining Industry; United States