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- May 1992 (Revised May 1993)
- Supplement
Jan Carlzon: CEO at SAS (B)
Summarizes Carlzon's new focus externally on building alliances and acquiring travel service companies. Describes the financial problems resulting from the recession and the Gulf War crisis. Designed as an in-class handout to highlight the long-term management... View Details
- May 1992
- Teaching Note
Lake Pleasant Bodies Case (A) and (B), Teaching Note
Teaching Note for (9-390-212) and (9-390-216). View Details
Keywords: Legal Services Industry
- May 1992
- Case
Sunday River Ski Resort
By: Leonard A. Schlesinger and Martha Epstein
Sunday River is a ski area in Bethel, ME which has been run by entrepreneur Les Otten since 1980. The year before Otten purchased the area, it posted a loss of $235,000 on revenues of $541,000. Under Otten's leadership, however, Sunday River posted year after year of... View Details
- May 1992
- Supplement
Fabtek (B)
By: Rowland T. Moriarty Jr. and Benson P. Shapiro
Presents an urgent order for repair service from an important customer who had purchased an item from a competitor. The item, which TiFab had bid on, went out at a price that TiFab predicted was below the amount necessary to ensure quality manufacture. Now the customer... View Details
- April 1992 (Revised June 1993)
- Case
American Nursing Services, Inc.
By: Leonard A. Schlesinger and Roger H. Hallowell
P.K. Scherle, R.N., founder, president, and owner, struggles with her successful business and focuses on either growth or enhanced profitability. View Details
- April 1992 (Revised October 1996)
- Case
Roosevelt Financial Group, Inc. (A)
By: Mary E. Barth and Krishna G. Palepu
Keywords: Financial Services Industry
- March 1992
- Teaching Note
Integrating Human Resource and Service Delivery Strategies, Module Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Module Note. View Details
- February 1992 (Revised October 1996)
- Case
CUC International, Inc. (A)
By: Krishna G. Palepu and Paul M. Healy
The case series examines the role of financial reporting and corporate finance policies as vehicles for communication between managers and outside investors. This case describes management's concern that the company's stock is undervalued because analysts viewed the... View Details
- January 1992
- Teaching Note
Consolidated Edison Company (Abridged) TN
By: Thomas R. Piper
Teaching Note for (9-275-116). View Details
Keywords: Service Industry
- January 1992
- Teaching Note
Allen Distribution Company (TN)
By: W. Carl Kester
Teaching Note for (9-201-016). View Details
- 1992
- Book
Managing Financial Institutions: Cases within the Financial Services Industry
By: Samuel L. Hayes III and David M Meerschwam
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- Article
Guarantees Come to Professional Service Firms
By: Leonard A. Schlesinger, Christopher L. Hart and Dan Maher
- November 1991 (Revised April 1994)
- Case
Taco Bell Corp.
By: Leonard A. Schlesinger and Roger H. Hallowell
John Martin, Taco Bell CEO, brings the company into line with its competitors through incremental change during the 1980s. In the early 1990s, he adopts breakthrough approaches to improve service levels while reducing prices, providing a distinct competitive advantage.... View Details
- September 1991 (Revised January 1997)
- Case
Manzana Insurance: Fruitvale Branch (Abridged)
Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details