Publications

October 2021 (Revised December 2021)
Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo

As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details

Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia

6:30 PM – 8:30 PM EDT, 16 Apr 2019
Career Events

Connect with HBS in Charlotte: Renew Your Work & Life

Connect with HBS and fellow alumni and explore four elements that are always active during career and life decision-making. You will experience a hands-on workshop to explore what work life issues are most in need of your attention at this moment in your life. You will... View Details

April 1976 (Revised September 1996)
Background Note

Use of Cases in Management Education

Briefly describes the process of case writing, the general nature of cases, and the advantages to students of learning by the case method. An approach to studying a case, individually or as a group member, for classroom discussion is outlined. Also summarizes the basic... View Details

Keywords: Cases; Business Education

20 May 2014
News

Collective Genius

20 Sep 2014
News

Making Big Data Think Bigger

28 Apr 2020
News

Is the Healthiest Building in the World Worth the Rent?

22 Nov 2021
Blog Post

Class of 2021 Career Choices

The HBS class of 2021 weathered quite a few setbacks with the rapid changes to their internships in the summer of 2020, some of which were pulled entirely, others that were quickly transitioned to all... View Details

Keywords: All Industries

January 2000 (Revised September 2002)
Case

Hitting the Wall: Nike and International Labor Practices

By: Debora L. Spar and Jennifer Burns

In the mid-1990s Nike, one of the world's most successful footwear companies, is hit by a spate of alarmingly bad publicity. After years of high-profile media attention as the company that can "just do it," Nike is suddenly being portrayed as a firm that relies on... View Details

Keywords: Wages; Developing Countries and Economies

21 Mar 2019
Blog Post

What I Didn't Know About HBS Faculty

can go it alone and all great leaders depend on teams. It is a lesson I would take with me as I began to build my community here at HBS and a philosophy I will carry into my future careers. I learned that... View Details

February 2007
Tutorial

Measuring Marketing Performance

By: John A. Quelch

In many organizations, marketing exists far from the executive suite and the boardroom. This tutorial instructs students how to improve the link between high level corporate strategy and the marketing function. First, students are exposed to three companies in which... View Details

Keywords: Marketing Strategy; Corporate Strategy; Performance Evaluation

September 8, 2009
Article

The New Governance Paradigm

By: Nathaniel Foote and Michael Beer

Boards members of failed banks in 2008 or of the many companies like Enron who were caught up in scandals are by and large honorable, well intentioned, and competent people. So what went wrong and what can be done about it. This article argues that the problem lies in... View Details

Keywords: Corporate Governance; Competency and Skills; Banks and Banking; Failure; Goals and Objectives; Leadership; Management Practices and Processes; Ethics; Performance; Governing and Advisory Boards; Crime and Corruption

Find at Harvard

11 Sep 2020
Video

James Mwangi

James Mwangi, CEO of Kenya’s Equity Bank, which has one of the largest customer bases of any bank in Africa, discusses how the Equity Bank model evolved through learning both from Asian companies and from the bank’s own customers. View Details

15 Sep 2015
Blog Post

On the Road: HBS in Israel

up with Jill to learn about the highlights from her trip (besides Joseph’s camel ride, of course). What was your favorite part of the trip? The people I met in Israel were wonderful. Warm, welcoming,... View Details

January 1997 (Revised September 1997)
Case

Improving the Product Development Process at Kirkham Instruments Corp.

By: Clayton M. Christensen

Describes the efforts of a manufacturer of scientific instruments to implement new methods of managing new product development, which its executives had learned in a Harvard Business School seminar. The executives left the seminar excited to implement a new way of... View Details

Keywords: Change Management; Product Launch; Innovation and Invention; Product Development; Manufacturing Industry; Technology Industry; United States