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  • All HBS Web  (1,121)
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    • News  (246)
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    • Events  (6)
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  • 17 Nov 2020
  • In Practice

How Retailers Can Thrive in a Shopping Season Like No Other

capacity to fulfill the high volume of orders is going to be challenging for many retailers and third-party logistics companies. Some companies like Walmart are adding pop-up centers for online orders inside the distribution centers that... View Details
Keywords: by Danielle Kost; Retail
  • October 2011 (Revised September 2014)
  • Case

Moda Operandi: A New Style of Fashion Retail

By: Mukti Khaire
Moda Operandi is a startup in the fashion industry. The firm organizes online trunk shows of designers' collections, allowing its members to directly order clothes from the collections shown in Fashion Weeks all over the world. Moda Operandi conveys the preorders to... View Details
Keywords: Business Startups; Entrepreneurship; Order Taking and Fulfillment; Distribution Channels; Internet and the Web; Design; Fashion Industry; Retail Industry
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Khaire, Mukti. "Moda Operandi: A New Style of Fashion Retail." Harvard Business School Case 812-040, October 2011. (Revised September 2014.)
  • 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
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
  • 12 Oct 2016
  • Research & Ideas

Break the Rules of How Business is Done

fulfilling prophesy (if we tell them about their first week, they’re more likely to accept our offer!), but regardless, the effort to be transparent sets this company apart from so many of the humdrum companies doing the same old thing.... View Details
Keywords: by Julia B. Austin
  • July 1994 (Revised August 1994)
  • Case

Pacific Bell: Centrex Reengineering

Describes the redesign and rollout of the new order-fulfillment process for a flagship product at Pacific Bell. Pacific Bell is one of the Regional Bell Operating Companies comprised of seven regional business units. Rather than implement the new process, roles, and... View Details
Keywords: Organizational Change and Adaptation; Change Management; Information Technology; Order Taking and Fulfillment; Telecommunications Industry
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Stoddard, Donna B., and Sirkka Jarvenpaa. "Pacific Bell: Centrex Reengineering." Harvard Business School Case 195-098, July 1994. (Revised August 1994.)
  • 08 Sep 2015
  • First Look

September 8, 2015

team owner, is now the time to sell while franchise value and fan support are at their peaks, or will the business of the NFL be viable for years to come? Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/815071-PDF-ENG Harvard Business School Case 815-104... View Details
Keywords: Carmen Nobel
  • 21 Feb 2007
  • Op-Ed

What a U.N. Partnership with Big Business Could Accomplish

insufficient. Fulfillment of community needs such as clean air and human rights is every bit as important. This concept offers multinationals a mechanism to do well with minimum risk and maximum efficiency. It also provides them with a... View Details
Keywords: by George C. Lodge & Craig Wilson
  • 14 Feb 2005
  • Research & Ideas

Desktop Search and Revenue Streams

different products. His answer, "our monetization strategy today, which has been effective over quite a long period for Yahoo, is to fulfill the unmet need of the user." Lahiri said his company has taken a similar approach over... View Details
Keywords: by Julie Jette
  • February 2016
  • Case

Express Scripts: Promoting Prescription Drug Home Delivery (A)

By: John Beshears, Patrick Rooney and Jenny Sanford
The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. This case follows Bob Nease, Chief Scientist at Express Scripts, as he considers methods to promote home... View Details
Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Service Delivery; Decision Choices and Conditions; Health Care and Treatment; Order Taking and Fulfillment; Compensation and Benefits; Pharmaceutical Industry
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Beshears, John, Patrick Rooney, and Jenny Sanford. "Express Scripts: Promoting Prescription Drug Home Delivery (A)." Harvard Business School Case 916-026, February 2016.
  • April 2009
  • Case

Supply Chain Optimization at Hugo Boss (A)

By: Ananth Raman, Nicole DeHoratius and Zahra Kanji
We evaluate the impact of a supply chain pilot implemented at Hugo Boss. This pilot entailed altering the way in which Hugo Boss orders from its suppliers. We explore the challenge of assessing the impact of supply chain change, the link between operational performance... View Details
Keywords: Order Taking and Fulfillment; Logistics; Supply Chain Management; Performance Evaluation; Sales; Apparel and Accessories Industry; Retail Industry; Europe
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Raman, Ananth, Nicole DeHoratius, and Zahra Kanji. "Supply Chain Optimization at Hugo Boss (A)." Harvard Business School Case 609-029, April 2009.
  • 03 Feb 2018
  • Op-Ed

How to Heed BlackRock's Call for Corporate Social Responsibility

entities across sectors to refine them and arrive at meaningful and useful standards. Besides holding companies accountable, we also have to help them as they transition to pursuing social objectives alongside financial ones. Too few managers are familiar with View Details
Keywords: by Julie Battilana
  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of E-Commerce Supplement

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of E-Commerce Charla Limont must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. The program implementation created significant problems for the... View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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Moreno, Antonio, Santiago Gallino, and Amy Klopfenstein. "Buy Online, Pickup in Store: Vice President of E-Commerce Supplement." Harvard Business School Supplement 621-106, April 2021.
  • June 2010
  • Case

FoldRite Furniture Company: Planning to Meet a Surge in Demand

By: Steven C. Wheelwright and Afarin Bellisario
Demand for folding and stackable chairs and tables at FoldRite Furniture Co. is unexpectedly strong. The company spent the previous two years improving manufacturing quality and efficiency, dropping poor-performing product lines, developing new products that are... View Details
Keywords: Manufacturing; Production Capacity; Production Scheduling; Risk Management; Growth Management; Production; Logistics; Order Taking and Fulfillment; Business Strategy; Manufacturing Industry; Consumer Products Industry; United States; Europe
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Wheelwright, Steven C., and Afarin Bellisario. "FoldRite Furniture Company: Planning to Meet a Surge in Demand." Harvard Business School Brief Case 104-555, June 2010.
  • 17 Apr 2017
  • HBS Case

This Turkish Debt Collector Is Customer-friendly

experience with a debt collector, it reduces the risk of regulatory scrutiny and may incline them more toward doing business with the bank again in the future. Lastly, Turkasset’s methods are better for employees, as well, who see themselves as performing a mission to... View Details
Keywords: by Michael Blanding; Financial Services
  • 08 Oct 2007
  • Research & Ideas

Management Education’s Unanswered Questions

give back, is misguided. The heart of a profession is that it is in the course of doing one's work that one is actually doing good and fulfilling the duty that is demanded of professionals. My worry—and this is not limited to business... View Details
Keywords: by Martha Lagace; Education
  • 23 Mar 2020
  • Research & Ideas

Product Disasters Can Be Fertile Ground for Innovation

technological complexity only magnifies the challenge. Many companies, meanwhile, are apt to see investment in safety as the cost of fulfilling regulatory requirements or protecting against lawsuits, rather than as an opportunity to... View Details
Keywords: by Michael Blanding; Health; Medical Devices & Supplies
  • 13 Dec 2004
  • Research & Ideas

Sharing News That Might Be Bad

fulfill her commitments and still protect the business by shifting the focus of the conversation to the future, says Heath Shackleford, manager of public relations at Nashville-based American Healthways. "What the manager really... View Details
Keywords: by Paul Michelman
  • 12 Apr 2004
  • Research & Ideas

Waking Up a Sleeping Company

choice but to make the Medtronic culture more performance-oriented if we were going to fulfill our mission. Otherwise, we would lose out to more aggressive competitors and never earn the right to serve those patients. ... the organization... View Details
Keywords: by Bill George
  • March 1993
  • Case

Liz Claiborne, Inc. and Ruentex Industries, Ltd. (Abridged)

By: Roy D. Shapiro and Marie-Therese M. Flaherty
Details the evolution of a value-creating supplier-buyer partnership. Describes the buyer's (Liz Claiborne) manufacturing and marketing strategy, and details the workings of the firm's relationship with an important Taiwanese supplier of piece goods (Ruentex Industries... View Details
Keywords: Marketing Strategy; Order Taking and Fulfillment; Production; Supply Chain Management; Alliances; Value Creation; Manufacturing Industry
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Shapiro, Roy D., and Marie-Therese M. Flaherty. "Liz Claiborne, Inc. and Ruentex Industries, Ltd. (Abridged)." Harvard Business School Case 693-098, March 1993.
  • 28 May 2012
  • Research & Ideas

A Pragmatic Alternative for Creating a Corporate Social Responsibility Strategy

Associates. A social responsibility strategy should fulfill two goals: create a positive social impact, and enhance the company's brand, reputation, employee morale, and/or its bottom line, Rangan says. "But it does not have to be totally... View Details
Keywords: by Dina Gerdeman
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