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      Customer Relationship ManagementRemove Customer Relationship Management →

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      • March 1987 (Revised July 1996)
      • Case

      Kansas City Zephyrs Baseball Club, Inc.

      By: Kenneth A. Merchant, Krishna G. Palepu and Joseph P. Mulloy
      Describes a dispute between the owners of the major league baseball teams and the players' union about the profitability of the baseball teams. The issue is important because of the ongoing collective bargaining negotiations. A consultant is brought in to decide... View Details
      Keywords: State Ownership; Compensation and Benefits; Entrepreneurship; For-Profit Firms; Accounting; Activity Based Costing and Management; Resource Allocation; Cost Accounting; Cost Management; Labor and Management Relations; Financial Management; Sports; Sports Industry; Kansas
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      Merchant, Kenneth A., Krishna G. Palepu, and Joseph P. Mulloy. "Kansas City Zephyrs Baseball Club, Inc." Harvard Business School Case 187-088, March 1987. (Revised July 1996.)
      • December 1986 (Revised November 1989)
      • Case

      Hewlett-Packard: Manufacturing Productivity Division (A)

      By: Benson P. Shapiro and Lawrence B. Levine
      In late summer 1986, the management of the Manufacturing Productivity Division (MPD) of Hewlett-Packard (HP) was in the process of making major market selection and product policy decisions. MPD is a small division which develops and markets manufacturing productivity... View Details
      Keywords: Business Divisions; Marketing; Product Marketing; Market Entry and Exit; Production; Research and Development; Manufacturing Industry
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      Shapiro, Benson P., and Lawrence B. Levine. "Hewlett-Packard: Manufacturing Productivity Division (A)." Harvard Business School Case 587-101, December 1986. (Revised November 1989.)
      • 01 Dec 1986
      • Conference Presentation

      A Group Decision Support System for Idea Generation and Issue Analysis in Organization Planning

      By: L. M. Applegate, B. R. Konsynski and J. F. Nunamaker
      Keywords: Groups and Teams; Planning; Management Analysis, Tools, and Techniques
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      Applegate, L. M., B. R. Konsynski, and J. F. Nunamaker. "A Group Decision Support System for Idea Generation and Issue Analysis in Organization Planning." Paper presented at the Conference on Cooperative Work, December 01, 1986.
      • November 1986 (Revised October 1995)
      • Case

      Suzanne de Passe at Motown Productions (A)

      By: Linda A. Hill
      Illustrates: 1) the impact of a manager's leadership style on corporate culture, direction, and performance; 2) the concept of fit between leadership style and the requirements of situations in which managers find themselves; and 3) the need for managers to adapt their... View Details
      Keywords: Management Style; Race; Organizational Culture; Leadership Style; Gender; Management Teams; Change Management; Situation or Environment; Creativity; Relationships; Music Industry; Entertainment and Recreation Industry
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      Hill, Linda A. "Suzanne de Passe at Motown Productions (A)." Harvard Business School Case 487-042, November 1986. (Revised October 1995.)
      • 1986
      • Chapter

      Government Relations in the Global Firm

      By: L. T. Wells Jr. and Amir Mahini
      Keywords: Globalized Firms and Management; Business and Government Relations
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      Wells, L. T., Jr., and Amir Mahini. "Government Relations in the Global Firm." In Competition in Global Industries, edited by M. E. Porter. Boston, MA: Harvard Business School Press, 1986. (Also in Competizione Globale, published by Isvor-Fiat, Turin, Italy, 1987.)
      • October 1986 (Revised July 2010)
      • Case

      Karen Leary (A)

      By: Linda A. Hill
      Describes the evolution of the working relationship of Karen Leary, a new manager of a Merrill Lynch retail branch, and Ted Chung, a new financial consultant in the branch. Leary has some concerns about her working relationship with Chung and with his performance.... View Details
      Keywords: Management Style; Employee Relationship Management; Decision Choices and Conditions; Personal Development and Career; Performance Evaluation; Diversity; Financial Services Industry
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      Hill, Linda A. "Karen Leary (A)." Harvard Business School Case 487-020, October 1986. (Revised July 2010.)
      • autumn 1986
      • Article

      Top Management Teams and Corporate Success in an Emerging Industry

      By: Michael Tushman and B. Virany
      Keywords: Management; Groups and Teams; Success; Supply and Industry
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      Tushman, Michael, and B. Virany. "Top Management Teams and Corporate Success in an Emerging Industry." Journal of Business Venturing 1, no. 3 (autumn 1986): 261–274.
      • 1986
      • Chapter

      Relationship Management of Distributors: A Proposed Framework

      By: V. K. Rangan
      Keywords: Distribution; Relationships
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      Rangan, V. K. "Relationship Management of Distributors: A Proposed Framework." In Marketing Channels: Relationships and Performance, edited by Luca Pellegrini and Srinivas K. Reddy. Lexington: Lexington Books, 1986.
      • June 1986
      • Case

      Premier Furniture Co.

      By: Thomas R. Piper
      A credit analyst for a furniture manufacturer is confronted with two customers who have exceeded their credit limits. The financial performance of each has been weak, and one of the customers has a highly leveraged balance sheet. Industry conditions are weak; the... View Details
      Keywords: Cost vs Benefits; Financial Statements; Credit; Sales; Manufacturing Industry
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      Piper, Thomas R. "Premier Furniture Co." Harvard Business School Case 286-130, June 1986.
      • June 1986 (Revised July 1990)
      • Case

      OTISLINE (A)

      By: F. Warren McFarlan and Donna B. Stoddard
      Describes the company's use of information technology to strengthen its position in the elevator sales and service market. Also demonstrates how information technology can be used to better manage and control a large geographically dispersed service organization. View Details
      Keywords: Information Technology; Technology Adoption; Sales; Marketing; Rank and Position; Salesforce Management; Service Operations; Management Analysis, Tools, and Techniques; Global Range; Accounting; Business Ventures; Industry Growth
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      McFarlan, F. Warren, and Donna B. Stoddard. "OTISLINE (A)." Harvard Business School Case 186-304, June 1986. (Revised July 1990.)
      • January 1986 (Revised March 1997)
      • Case

      Horizon Group

      By: William A. Sahlman
      Contains a description of a situation confronting the co-founder of a company planning to produce software for microcomputers. The company has just completed raising money from some wealthy investors by forming an R&D Limited Partnership. Development of the program (an... View Details
      Keywords: Business or Company Management; Venture Capital; Partners and Partnerships; Business Plan; Outcome or Result; Research and Development; Financial Strategy; Corporate Finance; Information Technology Industry
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      Sahlman, William A. "Horizon Group." Harvard Business School Case 286-058, January 1986. (Revised March 1997.)
      • 1986
      • Chapter

      New and Old Multinationals: Competitors or Partners?

      By: L. T. Wells Jr.
      Keywords: Multinational Firms and Management; Competition; Partners and Partnerships
      Citation
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      Wells, L. T., Jr. "New and Old Multinationals: Competitors or Partners?" In Multinationals of the South: New Actors in the International Economy, edited by Kushi M. Khan. London: Pinter Publishers, 1986. (Reprinted in Technology Development and Overseas Investment (Taipei: Macagno, Webb, & Associates, 1988), pp. 71-84.)
      • October 1985
      • Article

      Further Thoughts on the Power of Alternatives: An Example from Labor-Management Negotiations in Major League Baseball

      By: A. E. Roth
      Keywords: Cognition and Thinking; Labor and Management Relations; Negotiation; Entertainment; Sports Industry
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      Roth, A. E. "Further Thoughts on the Power of Alternatives: An Example from Labor-Management Negotiations in Major League Baseball." Negotiation Journal 1, no. 4 (October 1985): 359–362.
      • September 1985 (Revised July 2007)
      • Case

      Population Services International: The Social Marketing Project in Bangladesh

      By: V. Kasturi Rangan
      Population Services International (PSI) was a not-for-profit agency founded to disseminate family planning information and to market birth control products, primarily in less developed countries seeking to curb their population explosions. In 1976, PSI concluded an... View Details
      Keywords: Developing Countries and Economies; Health; Marketing Strategy; Social Marketing; Business and Government Relations; Nonprofit Organizations; Bangladesh
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      Rangan, V. Kasturi. "Population Services International: The Social Marketing Project in Bangladesh." Harvard Business School Case 586-013, September 1985. (Revised July 2007.)
      • 1985
      • Chapter

      Implicit Labor Contracts Viewed as Options: A Discussion of 'Insurance Aspects of Pensions'

      By: Robert C. Merton
      Keywords: Compensation and Benefits; Decision Choices and Conditions; Contracts; Labor and Management Relations; Insurance
      Citation
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      Merton, Robert C. "Implicit Labor Contracts Viewed as Options: A Discussion of 'Insurance Aspects of Pensions'." In Pensions, Labor and Individual Choice, edited by David A. Wise. Chicago: University of Chicago Press, 1985.
      • March 1985
      • Background Note

      MNCs and Host Country Relationships

      By: Christopher A. Bartlett
      Keywords: Multinational Firms and Management
      Citation
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      Bartlett, Christopher A. "MNCs and Host Country Relationships." Harvard Business School Background Note 385-299, March 1985.
      • 1985
      • Chapter

      The Riskiness of Private Pensions

      By: Jerry R. Green
      Keywords: Retirement; Compensation and Benefits; Employee Relationship Management; Risk and Uncertainty
      Citation
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      Green, Jerry R. "The Riskiness of Private Pensions." Chap. 12 in Pensions, Labor and Individual Choice, edited by David A. Wise, 357–378. University of Chicago Press, 1985.
      • October 1984
      • Case

      Transition from Contract to Consensus at General Motors

      By: George C. Lodge
      Keywords: Labor and Management Relations; Labor Unions; Human Resources; Management
      Citation
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      Lodge, George C. "Transition from Contract to Consensus at General Motors." Harvard Business School Case 385-168, October 1984.
      • November 1983
      • Background Note

      Note on Labor-Management Cooperation

      By: D. Quinn Mills and Mary Lou Balbaky
      Keywords: Labor and Management Relations
      Citation
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      Mills, D. Quinn, and Mary Lou Balbaky. "Note on Labor-Management Cooperation." Harvard Business School Background Note 484-044, November 1983.
      • October 1983 (Revised May 1984)
      • Case

      From Lean Years to Fat Years: The Labor Movement Between the Wars

      By: Richard S. Tedlow
      Keywords: History; Labor Unions; Labor and Management Relations
      Citation
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      Tedlow, Richard S. "From Lean Years to Fat Years: The Labor Movement Between the Wars." Harvard Business School Case 384-104, October 1983. (Revised May 1984.)
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