Publications

January 1991 (Revised January 1993)
Case

Xerox Corp.: The Customer Satisfaction Program

In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer... View Details

Keywords: Customer Satisfaction; Consumer Products Industry; Consumer Products Industry

January 1991 (Revised November 1994)
Case

Black Caucus Groups at Xerox Corp. (A)

In 1970 Xerox had a very progressive affirmative action program yet, once hired, black employees faced serious problems, due both to overt discrimination and to their exclusion from the informal networks of support, information and mentoring that the other salespeople... View Details

Keywords: Prejudice and Bias; Alliances; Race Characteristics; Employees; Consumer Products Industry; Consumer Products Industry; United States

December 2009 (Revised November 2012)
Teaching Note

Philips versus Matsushita: The Competitive Battle Continues (TN)

By: Christopher A. Bartlett

Teaching Note for [910410]. View Details

Keywords: Consumer Products Industry; Consumer Products Industry

March 1992 (Revised April 2000)
Case

Joline Godfrey and the Polaroid Corporation (A)

By: Linda A. Hill and Nancy A Kamprath

Describes how Joline Godfrey, an intrapreneur at the Polaroid Corp., introduced and developed a project that could help Polaroid move to a more service- as opposed to product-oriented focus. Also depicts the mentor-protege relationship between Godfrey and Gerald... View Details

Keywords: Corporate Entrepreneurship; Rank and Position; Leading Change; Problems and Challenges; Change; Electronics Industry; Electronics Industry

31 Jan 2005
Research & Ideas

Rethinking Marketing’s Conventional Wisdom

approach and delivery to better fit with other individuals or situations; similarly, there's untapped potential in being able to establish electronic connections with consumers in ways that are not... View Details

Keywords: by Garry Emmons; Service

01 Apr 1997
News

Critical Information: MIS Monitors the Ever-Changing World of IT

based on their best efforts to forecast customer needs. With new technologies such as online grocery scanners, companies can better monitor consumer behavior, allowing them to anticipate needs more accurately and even create new products... View Details

Keywords: Elaine Gottlieb

28 Aug 2018
First Look

New Research and Ideas, August 28, 2018

and from electronic communication servers—the effect of open office architectures on employees' face-to-face, email, and instant messaging (IM) interaction patterns. Contrary to common belief, the volume of face-to-face interaction... View Details

Keywords: Dina Gerdeman

02 Apr 2008
Research & Ideas

Four Companies that Conquered America

consumers but exclusively on an online basis. Taking advantage of its low no-bricks-and-mortar cost structure, ING was able to offer generous rates on certificates of deposit. Just four years on, ING is the third-largest holder of View Details

Keywords: by John Quelch

05 Jul 2004
Research & Ideas

Radical Change, Entrepreneurial Opportunity

importantly, mindset. Photography firms like Nikon, Canon, or Kodak, coming into this new arena, think about it very differently than Sony or another consumer electronics firm or HP or Intel as computer... View Details

Keywords: by Michael J. Roberts; Technology

04 Dec 2007
First Look

First Look: December 4, 2007

Working PapersThe "Fees Savings" Link, or Purchasing Fifty Pounds of Pasta Authors:Michael I. Norton and Leonard Lee Abstract Many consumers have had the experience of entering discount membership clubs to make a few... View Details

Keywords: Martha Lagace

01 Dec 2004
News

Getting Personal

situations; similarly, there’s untapped potential in being able to establish electronic connections with consumers in ways that are not necessarily based on having a huge database of past consumption.... View Details

Keywords: Garry Emmons; Colleges, Universities, and Professional Schools; Educational Services

May 1975 (Revised May 1978)
Case

Litton Microwave Cooking Products (B)

By: Paul W. Marshall

Keywords: Consumer Products Industry; Consumer Products Industry

Find at Harvard

March 1992 (Revised March 1995)
Supplement

Joline Godfrey and the Polaroid Corp. (B)

By: Linda A. Hill

Supplements Joline Godfrey and the Polaroid Corp. (A). View Details

Keywords: Corporate Entrepreneurship; Rank and Position; Leading Change; Problems and Challenges; Change; Electronics Industry; Electronics Industry

December 1979 (Revised October 1983)
Case

Fred Henderson

By: John P. Kotter

Focuses on the management style of Fred Henderson in the context of a relatively stable business environment within Xerox Corporation. To be contrasted with the case, Renn Zaphiropoulos and the videotape, A Day with Renn Zaphiropoulos (9-881-501), which are appropriate... View Details

Keywords: Situation or Environment; Management Style; Consumer Products Industry; Consumer Products Industry

Web

Strategy and Technology - Course Catalog

semiconductors, operating systems, streaming media, intellectual property, mobile communications, electronic ink, blockchain, crypto currency, and wearable technology. Course Content and Organization The course is structured into six... View Details

January 2020
Case

The June Oven

By: Leonard A. Schlesinger and Christian Godwin

The June Oven was a smart oven which was capable of identifying food and cooking it accordingly. This type of smart oven represented the next step in the long history of oven and stove development. Due to the widespread use of traditional ovens, the market for the June... View Details