Publications

01 Dec 1998
News

Faculty Retirements

while also chairing the School's General Management area. As senior associate dean from 1980 to 1989, he completely restructured the School's External Relations activities, creating a new focus on... View Details

01 Dec 2002
News

HBS Alumni Association Board of Directors: President's Report

the unique impact of the School in the world. As in past years, the Alumni Board's working committees will continue to focus on three areas of particular interest to alumni. Over the course of the year, the board will seek to address the... View Details

November 2010 (Revised April 2011)
Supplement

Aman Resorts (B)

By: Eugene Soltes and Aldo Sesia

The (B) case describes how employees are rewarded and compensated and is used to supplement the (A) case. View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Compensation and Benefits; Employees; Performance Evaluation; Motivation and Incentives; Accommodations Industry

March 1993 (Revised April 1995)
Case

IBM After-Sales Service

By: Janice H. Hammond

IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details

Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry

01 Dec 2004
News

One-on-One with William H. Donaldson

experienced. Why did the SEC override strong industry opposition and require mutual-fund boards to appoint independent chairmen? The commission felt, and I strongly agree, that there’s an unacceptable conflict of interest when the chairman of the mutual-fund View Details

Keywords: Roger Thompson; Finance; Administration of Economic Programs; Government

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 Jun 2012
News

Think Locally, Act Globally

Issue Focus: The Global Manager Mittal Issue Focus: The Global Manager Around the World They Call Him Mr. China Bringing Global Back Home In 1976, in India’s Punjab region, 18-year-old Sunil Bharti Mittal... View Details

Keywords: Garry Emmons; Telecommunications; Information

Profile

Emily Hannenberg

a subsequent assignment as a teacher of military science at MIT, Emily shifted her focus from engineering projects (principally around utilities/power generation) "to developing the next generation of leaders. It was an 'ah-ha!'... View Details

Keywords: Nonprofit/Government/Education

September 2010 (Revised December 2011)
Case

WildChina: Taking the Road Less Traveled

By: Mukti Khaire, Daniel Isenberg, Victoria Song and Shirley Spence

This case deals with supplier difficulties faced by WildChina—a travel service provider in China. WildChina is a classic case of a company that is trying to bring a local, within-country product to a market outside the country (in this case, travelers to China from... View Details

Keywords: Business Model; Business Startups; Customer Focus and Relationships; Local Range; Globalized Markets and Industries; Supply Chain Management; Conflict Management; Travel Industry; China