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

19 Sep 2019
News

Predicting Human Behaviors

Above: Sid Misra (MBA 2013) cofounder, Perceptive Automata (Len Rubenstein; courtesy of Perceptive Automata) Amid the hubbub of this year’s Consumer Electronics Show (CES), the world’s largest technology... View Details

Keywords: April White

01 Mar 2009
News

A New Approach to Health-Care Reform

until we make sure that the treatments and services consumers are getting are effective and affordable, changing the way we consumers pay for the services doesn’t fix anything. What we need is a system of... View Details

Keywords: Deborah Blagg; Health, Social Assistance

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

01 Jun 2002
News

In VMI Partnerships, the Devil is in the Data

other words, if a retailer only gives the manufacturer warehouse stock information rather than actual sales data, or if the data is sent by fax instead of electronic transfer (which can be more efficiently verified), VMI may not pay off.... View Details

Keywords: Laura Singleton (MBA 1988)

January 2006
Teaching Note

Strategic Inflection: TiVo in 2005 (TN)

By: David B. Yoffie

Teaching Note to 706421. View Details

Keywords: Consumer Products Industry; Consumer Products Industry

June 1991 (Revised May 2002)
Case

Barco Projection Systems (A): Worldwide Niche Marketing

Deals with the issue of niche marketing in a worldwide market. Barco Projection Systems makes video, data, and graphics projectors for the industrial market. They have traditionally been the performance leader. In August 1989, Sony Corp. introduced a higher performance... View Details

Keywords: Competition; Globalized Markets and Industries; Product Marketing; Consumer Products Industry; Consumer Products Industry

January 1980 (Revised October 1993)
Case

Renn Zaphiropoulos

By: John P. Kotter

Focuses on the management style of Renn Zaphiropoulos in the context of a rapidly changing business environment within Xerox Corporation. To be contrasted with the case, Fred Henderson and the videotape, A Day with Fred Henderson (9-881-502), which are appropriate for... View Details

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