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      • May 1994
      • Background Note

      Segmenting Customers in Mature Industrial Markets: An Application

      By: V. Kasturi Rangan
      In mature industrial markets, segmenting customers by size, industry, or product benefits alone rarely is sufficient. Customer behavior regarding trade-offs between price and service also becomes an important criterion. This note offers a framework to enable such... View Details
      Keywords: Segmentation; Framework; Consumer Behavior; Marketing Strategy; Industrial Products Industry
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      Rangan, V. Kasturi. "Segmenting Customers in Mature Industrial Markets: An Application." Harvard Business School Background Note 594-089, May 1994.
      • March 1994 (Revised March 1995)
      • Teaching Note

      David Fletcher TN

      By: Linda A. Hill and Katherine Seger Weber
      Teaching Note for (9-493-064). View Details
      Keywords: Financial Services Industry; New York (city, NY)
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      Hill, Linda A., and Katherine Seger Weber. "David Fletcher TN." Harvard Business School Teaching Note 494-117, March 1994. (Revised March 1995.)
      • March 1994 (Revised April 1995)
      • Teaching Note

      Power, Greed and Glory on Wall Street: The Fall of Lehman Brothers, Parts I and II TN

      By: Linda A. Hill and Katherine Seger Weber
      Teaching Note for Reprints (1-285-151) and (1-286-042). View Details
      Keywords: Power and Influence; Financial Services Industry
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      Hill, Linda A., and Katherine Seger Weber. "Power, Greed and Glory on Wall Street: The Fall of Lehman Brothers, Parts I and II TN." Harvard Business School Teaching Note 494-091, March 1994. (Revised April 1995.)
      • March 1994
      • Supplement

      Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

      By: Roy D. Shapiro and Michael D. Watkins
      Supplements the (A) case. View Details
      Keywords: Telecommunications Industry
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      Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)." Harvard Business School Supplement 694-077, March 1994.
      • March 1994
      • Case

      Bose Corp.: The JIT II Program (A)

      By: Roy D. Shapiro and Bruce Isaacson
      Bose Corp. is evaluating an unusual plan to manage relationships with vendors that supply components for Bose speakers. The company must decide: 1) which planning and ordering activities should be performed by Bose and which can be performed by vendors, 2) how much... View Details
      Keywords: Supply Chain Management; Planning; Production; Alliances; Order Taking and Fulfillment; Electronics Industry
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      Shapiro, Roy D., and Bruce Isaacson. "Bose Corp.: The JIT II Program (A)." Harvard Business School Case 694-001, March 1994.
      • March 1994 (Revised September 1995)
      • Case

      Enron Gas Services

      By: Peter Tufano
      The CEO of Enron Gas Services (EGS), a subsidiary of the largest U.S. integrated natural gas firm, considers the risks and opportunities of selling a variety of natural gas derivatives, both embedded in gas delivery contracts and as free-standing financial contracts.... View Details
      Keywords: Risk Management; Energy Sources; Financial Services Industry; Financial Services Industry
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      Tufano, Peter, and Sanjay Bhatnagar. "Enron Gas Services." Harvard Business School Case 294-076, March 1994. (Revised September 1995.)
      • February 1994
      • Case

      Kathryn McNeil (A)

      By: Joseph L. Badaracco Jr.
      Charles Foley, vice president of the computer retailing firm Sayer MicroWorld, must decide whether or not to fire his employee, Kathryn McNeil, a 37-year-old product manager who has been unable to work as many hours as her colleagues due to her status as a single... View Details
      Keywords: Ethics; Values and Beliefs; Employees; Work-Life Balance; Resignation and Termination; Mergers and Acquisitions; Retail Industry
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      Badaracco, Joseph L., Jr. "Kathryn McNeil (A)." Harvard Business School Case 394-111, February 1994.
      • February 1994 (Revised September 1995)
      • Case

      Leland O'Brien Rubinstein Associates, Inc.: Portfolio Insurance

      By: Peter Tufano
      Leland O'Brien Rubinstein Associates, a small financial advisory firm founded in 1980, has created a successful business by selling a product commonly known as portfolio insurance. Portfolio insurance is a trading strategy that institutional investors use to establish... View Details
      Keywords: Investment Portfolio; Insurance; Product; Financial Services Industry
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      Tufano, Peter, and Barbara Kyrillos. "Leland O'Brien Rubinstein Associates, Inc.: Portfolio Insurance." Harvard Business School Case 294-061, February 1994. (Revised September 1995.)
      • January 1994 (Revised June 1994)
      • Case

      Dean Witter, Discover & Co.

      By: Dwight B. Crane and W. James Whalen
      Early in 1993, Sears was in the process of spinning off its Dean Witter, Discover subsidiary. This subsidiary consisted of a securities brokerage that was acquired in 1981 and also the Discover Card, a general purpose credit card, the firm introduced in 1985. The key... View Details
      Keywords: Valuation; Business Subsidiaries; Initial Public Offering; Credit Cards; Corporate Strategy; Asset Pricing; Financial Services Industry
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      Crane, Dwight B., and W. James Whalen. "Dean Witter, Discover & Co." Harvard Business School Case 294-046, January 1994. (Revised June 1994.)
      • January 1994
      • Case

      ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation

      By: D. Quinn Mills, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson and Richard C. Wei
      In the midst of dramatic changes in the information systems industry and declining profits at the ABC Co., the vice president in charge of the sales and service division, Jeff, and his managers attempt to transform their division. The transformation gets off to a good... View Details
      Keywords: Organizational Change and Adaptation; Transformation; Motivation and Incentives; Resignation and Termination; Communication; Business or Company Management; Information Technology Industry
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      Mills, D. Quinn, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson, and Richard C. Wei. "ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation." Harvard Business School Case 494-075, January 1994.
      • January 1994 (Revised July 1994)
      • Case

      Apple Computer in China--1993

      By: David B. Yoffie
      Keywords: Computer Industry; Computer Industry; China
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      Yoffie, David B. "Apple Computer in China--1993." Harvard Business School Case 794-100, January 1994. (Revised July 1994.)
      • January 1994 (Revised November 1997)
      • Case

      Aberlyn Capital Management: July 1993

      By: Josh Lerner and Peter Tufano
      Aberlyn Capital Management, a venture leasing firm specializing in providing capital to biotechnology firms, proposes to introduce a new product. Aberlyn will base a lease on an intangible product: the patent of a biotechnology firm. This poses a series of short and... View Details
      Keywords: Financing and Loans; Valuation; Product Launch; Problems and Challenges; Patents; Financial Instruments; Financial Services Industry; Financial Services Industry
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      Lerner, Josh, and Peter Tufano. "Aberlyn Capital Management: July 1993." Harvard Business School Case 294-083, January 1994. (Revised November 1997.)
      • January 1994 (Revised March 1995)
      • Case

      NovaCare, Inc.: Living the Vision

      By: Lynn S. Paine
      NovaCare's CEO is considering how further to institutionalize the company's espoused values and beliefs. One challenge is integrating two newly acquired businesses; another is better aligning the values of the company's managers with those of its front-line... View Details
      Keywords: Organizational Change and Adaptation; Health Care and Treatment; Labor and Management Relations; Management Teams; Values and Beliefs; Mergers and Acquisitions; Mission and Purpose; Health Industry
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      Paine, Lynn S. "NovaCare, Inc.: Living the Vision." Harvard Business School Case 394-110, January 1994. (Revised March 1995.)
      • January 1994 (Revised July 1994)
      • Case

      Dell Computer Corporation

      By: Peter Tufano
      Tina Chen, chief investment officer of a large insurance company, hears accusations by a Kidder Peabody equity research analyst that Dell Computer Corp. might be improperly accounting for what he suspects are large foreign exchange losses resulting from speculation.... View Details
      Keywords: International Accounting; Financial Instruments; Ethics; Financial Statements; Computer Industry; United States
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      Tufano, Peter, and Jon Headley. "Dell Computer Corporation." Harvard Business School Case 294-051, January 1994. (Revised July 1994.)
      • January 1994 (Revised May 1995)
      • Case

      Xerox: Design for the Environment

      By: Richard H.K. Vietor
      In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details
      Keywords: Product Design; Production; Service Delivery; Service Operations; Organizational Design; Environmental Sustainability
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      Vietor, Richard H.K. "Xerox: Design for the Environment." Harvard Business School Case 794-022, January 1994. (Revised May 1995.)
      • January 1994 (Revised August 1995)
      • Case

      Boston Company, The: Securities Lending

      By: Andre F. Perold and Kuljot Singh
      Keywords: Financial Services Industry
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      Perold, Andre F., and Kuljot Singh. "Boston Company, The: Securities Lending." Harvard Business School Case 294-024, January 1994. (Revised August 1995.)
      • 1994
      • Chapter

      Managing Services When Service Is a Performance

      By: J. A. Deighton
      Keywords: Service Operations; Performance; Management; Service Industry
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      Deighton, J. A. "Managing Services When Service Is a Performance." In Service Quality: New Directions in Theory and Practice, edited by R. T. Trust and R. L. Oliver. Beverly Hills, CA: Sage Publications, 1994.
      • 1994
      • Other Unpublished Work

      Trans Union Corp.: 118 FTC 821

      By: Dennis A. Yao
      Keywords: Financial Services Industry
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      Yao, Dennis A. "Trans Union Corp. 118 FTC 821." January 1994. (for the majority.)
      • November 1993 (Revised July 1995)
      • Case

      OfficePro (A)

      By: John A. Quelch
      The international procurement manager of an off-price office supply retail chain has to recommend which of several bids to accept for the right to supply computer diskettes to OfficePro's new French subsidiary. View Details
      Keywords: Decisions; Globalized Firms and Management; Business Subsidiaries; Supply Chain Management; Retail Industry; France
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      Quelch, John A. "OfficePro (A)." Harvard Business School Case 594-053, November 1993. (Revised July 1995.)
      • October 1993 (Revised July 1997)
      • Case

      Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

      By: Roy D. Shapiro and Michael D. Watkins
      AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
      Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
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      Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
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