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November 2020 (Revised May 2023)
Case

Holaluz: Taking on the Spanish Energy Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg, Elena Corsi and Emer Moloney

In 2020, the three cofounders of Holaluz, a newcomer to Spain’s electricity retail market, are preparing to launch a new offering: installing and managing solar panels on households' roofs at no extra cost for the consumer, who would still benefit from the energy... View Details

Keywords: Electricity; Solar Power; Subscription Business; Renewable Energy; Entrepreneurship; Service Delivery; Business Model; Product Launch; Marketing; Energy Industry; Spain

November 1989 (Revised February 1992)
Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger

Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details

Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Auto Industry; Retail Industry; United States

01 May 2019
News

Doubting Driverless Dilemmas with Sam Anthony and Julian De Freitas of Harvard

2014
Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett

Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details

Keywords: Service Delivery; Organizational Culture; Performance; Service Industry

November 2011
Case

Comfort Class Transport: Does Customer Service Need an Overhaul?

By: Michael J Roberts and Paul E. Morrison

The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry

Article

From TV to Web: Content Strategies for Ads That Drive Online Sales

By: Thales S. Teixeira

Consumers have become avid media multitaskers, moving seamlessly between their TVs and digital devices. Shorter TV commercials have reduced both the quantity and quality of consumer attention during prime-time viewing hours. In this new media environment, can TV... View Details

Keywords: TV Advertising; Multitasking; Infotainment; Television; Prime Time; Advertising; Online Advertising; Advertising Industry

January 2017 (Revised June 2017)
Case

Chicago and the Array of Things: A Fitness Tracker for the City

By: Rajiv Lal and Scott Johnson

The city of Chicago has recently launched a project called the Array of Things. The program involves a series of sensor nodes placed around the city that capture a massive amount of data including pedestrian and vehicle flow, air quality, and cloud cover. The Array of... View Details

Keywords: Smart Connected Products; Smart Cities; Internet Of Things; Sensors; Govenment; Government Administration; Technological Innovation; Digital Platforms; Applications and Software; Information Infrastructure; Internet and the Web; Public Administration Industry; Technology Industry; Chicago; United States

November 1997 (Revised May 2002)
Case

MicroAge, Inc.: Orchestrating the Information Technology Value Chain

By: Lynda M. Applegate and Kirk A. Goldman

MicroAge, Inc. started as a storefront in Tempe, AZ in 1976 selling personal computer kits to hobbyists. During their first year of operation, founders Jeff McKeever and Alan Hald sold $1.5 million worth of computer kits, priced at under $1,000 each. Twenty years... View Details

Keywords: Transformation; Growth Management; Risk Management; Product; Opportunities; Horizontal Integration; Information Infrastructure; Information Technology; Internet and the Web; Technology Industry; Arizona

Find at Harvard

March 2003 (Revised January 2004)
Case

CDC Capital Partners: December 2002

By: G. Felda Hardymon, Josh Lerner and Ann Leamon

Paul Fletcher, CEO of CDC Capital Partners, a private equity group investing in the world's poorest countries, is wrestling with questions raised by the imminent reorganization of the firm. Previously an arm of the United Kingdom's international aid agency, CDC is... View Details

Keywords: Private Equity; Investment Portfolio; Privatization; Venture Capital; Business and Government Relations; Emerging Markets; Infrastructure; Financial Services Industry; Banking Industry; United Kingdom

January 2019 (Revised February 2020)
Case

Roush Performance: How to Design a Sales Force Compensation Plan

By: Doug J. Chung

Roush Performance manufactured and marketed factory-modified performance vehicles and high-end aftermarket automotive performance parts. Since its inception, Roush Performance had focused on building its engineering technology competency and diversifying its product... View Details

Keywords: Sales Force Management; Motivation; Compensation; Salary; Commissions; Bonuses; Quotas; Salesforce Management; Compensation and Benefits; Motivation and Incentives

Bharat N. Anand

Bharat N. Anand is the Vice Provost for Advances in Learning at Harvard University, and the Henry R. Byers Professor of Business Administration at Harvard Business School.

Professor Anand is an expert in digital strategy, media and... View Details

Keywords: broadcasting; entertainment; information; media; motion pictures; music; publishing industry; sports; television

March 2023
Case

Woven Planet - Designing Software for the Car of the Future

By: Gary P. Pisano and Catherine Piner

Founded in 2021, Woven Planet Holdings—a subsidiary of Toyota Motor Corporation—was developing Arene, an automotive software platform consisting of an operating system, development and simulation tools, and a cloud-based service that could store and analyze vehicle... View Details

Keywords: Technology; Automated Driving; Innovation; Organizational Culture; Applications and Software; Safety; Product Launch; Product; Auto Industry; Technology Industry

July 2022 (Revised October 2022)
Case

Nestlé, Shared Value and KitKat Diplomacy

By: Geoffrey G. Jones and Sabine Pitteloud

The case revolves around the decision on March 23, 2022 by Mark Schneider, the chief executive of Swiss-based Nestlé, to withdraw the emblematic Kit Kat chocolate bar from sales in Russia in response to the invasion of Ukraine in the previous month, although not its... View Details

Keywords: Shared Value; Corporate Social Responsibility and Impact; Globalized Economies and Regions; Ethics; War; Social Issues

February 2022 (Revised September 2022)
Case

Lilium: Preparing for Takeoff

By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney

Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than... View Details

February 2018
Case

Health Savings Accounts: Enabling Consumer Participation

By: Regina E. Herzlinger and James Wallace

Health savings accounts (HSAs), a creation of the 2003 Medicare Modernization Act, had become an integral part of the drive toward consumer-driven health care. Coupled with high-deductible health plans, HSAs allowed consumers to directly control a significant part of... View Details

Keywords: Health Care; Healthcare Costs; Health Insurance; Health Care and Treatment; Cost; Insurance; Innovation and Invention; Health Industry; United States

Executive Education in the Digital Matrix: The Disruption of the Supply Landscape

Even as the demand for managerial skills continues to grow, executive education worldwide has entered a period of disruption caused by the digitalization of content, connectivity, and communication. The current offerings of many executive education program providers... View Details

October 2015 (Revised September 2016)
Technical Note

Flight: Now without Humans Aboard

By: Mitchell Weiss, Karim Lakhani, HT Kung and Kerry Herman

This note provides an overview of the unmanned aerial vehicles (UAVs, or drones) industry in September 2015. UAVs offered many potential applications in industries as diverse as aerial imaging and photography, agriculture, construction, infrastructure inspection and... View Details

Keywords: Public Entrepreneurship; Drones; Entrepreneurship; Business Startups; Product Design; Research and Development; Technological Innovation; Rights; Ethics; Strategy; Transportation Networks; Market Entry and Exit; Innovation and Management; European Union; Asia; United States

March 2013 (Revised January 2015)
Technical Note

Business and Government: Campaign Contributions and Lobbying in the United States

By: Karthik Ramanna, Sandra J. Sucher and Ian McKown Cornell

This note on business-government relations introduces students to the state of campaign contributions and lobbying by corporations in the United States. The note develops two hypotheses as to the impact of corporate political engagement: (i) a vehicle to facilitate... View Details

Keywords: Political Economy; Business and Government Relations; Government and Politics; Public Administration Industry; United States

March 2013 (Revised March 2013)
Module Note

Business and Government: Campaign Contributions and Lobbying in the United States

This module note on business-government relations introduces students to the state of campaign contributions and lobbying by corporations in the United States. The note develops two hypotheses as to the impact of corporate political engagement: (i) a vehicle to... View Details

Keywords: Political Economy; Business and Government Relations; Government and Politics; Public Administration Industry; United States

June 2011 (Revised April 2014)
Case

sweetriot 2.0

By: Christopher Marquis, Donna Khalife and Bobbi Thomason

In the fall of 2010, Sarah Endline, CEO and Founder of sweetriot, an organic chocolate company, was deciding the best way to grow her organic chocolate company, while keeping her chocolate physically and conceptually on the shelf. She wanted to grow the offerings and... View Details

Keywords: Social Entrepreneurship; Profit; Business Strategy; Business Growth and Maturation; Social Enterprise; Growth and Development Strategy; Experience and Expertise; Economic Growth; Organizational Culture; Mission and Purpose; Corporate Social Responsibility and Impact; Food and Beverage Industry; New York (state, US)

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