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- All HBS Web
(13,231)
- Faculty Publications (3,406)
- March 1991 (Revised October 1991)
- Background Note
Manage Orders, Satisfy Customers, Make Money
By: Benson P. Shapiro and John J. Sviokla
Shapiro, Benson P., and John J. Sviokla. "Manage Orders, Satisfy Customers, Make Money." Harvard Business School Background Note 591-098, March 1991. (Revised October 1991.)
- February 1991 (Revised April 1991)
- Case
Zenith and High-Definition Television--1990
By: Benjamin Gomes-Casseres, David B. Yoffie and Heather A. Hazard
Describes Zenith's strategy in HDTV and high resolution monitors. Includes overview of HDTV industry with profiles of major competitors worldwide and policies of U.S., Japanese, and European governments. Focuses on competition over standards setting, industrial policy,... View Details
Keywords: Corporate Governance; Standards; Production; Corporate Strategy; Customization and Personalization; Electronics Industry; Technology Industry
Gomes-Casseres, Benjamin, David B. Yoffie, and Heather A. Hazard. "Zenith and High-Definition Television--1990." Harvard Business School Case 391-084, February 1991. (Revised April 1991.)
- February 1991
- Case
Burlington Northern: The ARES Decision (A)
By: Julie H. Hertenstein and Robert S. Kaplan
Burlington Northern's decision whether to invest in ARES, an automated train control system, is a ($350 million) strategic investment in information technology. Although set in a service industry (railroad) the issues around this decision arise in many organizations... View Details
Keywords: Investment; Rail Transportation; Information Technology; Competitive Strategy; Performance Evaluation; Performance Effectiveness; Cost vs Benefits; Technology Adoption; Technological Innovation; Customers; Quality; Rail Industry
Hertenstein, Julie H., and Robert S. Kaplan. "Burlington Northern: The ARES Decision (A)." Harvard Business School Case 191-122, February 1991.
- January 1991 (Revised March 2010)
- Case
Westchester Distributing, Inc. (A)
By: Robert L. Simons and Robert Boxwell
Focuses on the three-way interaction among internal controls, employee behavior, and incentives. Salesmen are illegally providing kickbacks to customers of this beer-distribution firm. In turn, salesmen are reimbursing themselves by filing fraudulent expense reports.... View Details
Keywords: Financial Reporting; Crime and Corruption; Corporate Governance; Governance Controls; Salesforce Management; Behavior; Motivation and Incentives; Food and Beverage Industry; Food and Beverage Industry
Simons, Robert L., and Robert Boxwell. "Westchester Distributing, Inc. (A)." Harvard Business School Case 191-118, January 1991. (Revised March 2010.)
- January 1991 (Revised March 2010)
- Supplement
Westchester Distributing, Inc. (B)
By: Robert L. Simons and Robert Boxwell
Describes the actions taken by the owner/president to resolve the dilemma. View Details
Keywords: Crime and Corruption; Customers; Problems and Challenges; Governance Controls; Compensation and Benefits; Behavior; Distribution Industry
Simons, Robert L., and Robert Boxwell. "Westchester Distributing, Inc. (B)." Harvard Business School Supplement 191-119, January 1991. (Revised March 2010.)
- January 1991
- Article
Work and Family: Should Parents Feel Guilty?
By: L. S. Paine
Keywords: Work-Life Balance
Paine, L. S. "Work and Family: Should Parents Feel Guilty?" Public Affairs Quarterly 5, no. 1 (January 1991): 81–99. (Reprinted in Ethics in the Workplace: Selected Readings in Business Ethics, edited by Robert A. Larmer, 495-507. St. Paul, Minn.: West Publishing, 1996.)
- November 1990 (Revised June 1991)
- Case
American Airlines (A): Strategy in the 1990s
By: Jay W. Lorsch and Gary W. Loveman
American Airlines is pursuing a growth strategy through international and domestic route expansion. At the same time, the airline is working hard to cut costs while trying to provide the best customer service possible. Is this strategy achievable given the recent surge... View Details
Keywords: Expansion; Air Transportation; Cost Management; Customer Focus and Relationships; Growth and Development Strategy; Air Transportation Industry; United States
Lorsch, Jay W., and Gary W. Loveman. "American Airlines (A): Strategy in the 1990s." Harvard Business School Case 491-044, November 1990. (Revised June 1991.)
- October 1990 (Revised September 1993)
- Case
Changing the Culture at British Airways
By: John P. Kotter
In just 10 years, 1980-1990, British Airways turned around both its declining image and financial situation. Focusing on the paramount importance of customer service, British Airways went from "bloody awful" to "bloody awesome." Experiencing a financial crisis in 1981... View Details
Keywords: Organizational Change and Adaptation; Organizational Culture; Problems and Challenges; Customer Relationship Management; Corporate Strategy; Privatization; Air Transportation Industry; United Kingdom
Kotter, John P. "Changing the Culture at British Airways." Harvard Business School Case 491-009, October 1990. (Revised September 1993.)
- October 1990
- Case
Manufacturers Hanover Corp.: Customer Profitability Report
By: Robert S. Kaplan
Banking company noting declining profitability from its traditional lending activities has started to measure the total profitability of its lending relationships. A loan pricing model estimates the profit and return-on-equity from commercial loans. Additional work was... View Details
Keywords: Investment Return; Revenue; Commercial Banking; Banks and Banking; Customer Value and Value Chain; Banking Industry
Kaplan, Robert S. "Manufacturers Hanover Corp.: Customer Profitability Report." Harvard Business School Case 191-068, October 1990.
- July 1990
- Case
Ceramics Process Systems Corp. (B)
By: Kim B. Clark and Brent D. Barnett
Ceramics Process Systems (CPS) is an advanced ceramics company facing problems with lead time in product/process development, and late delivery of prototype parts to its customers. Engineering is confronted with difficult technical problems and multiple objectives... View Details
Keywords: Product Development; Business Processes; Management Practices and Processes; Supply Chain Management; Machinery and Machining; Goals and Objectives; Resource Allocation; Customer Satisfaction; Customer Value and Value Chain; Manufacturing Industry
Clark, Kim B., and Brent D. Barnett. "Ceramics Process Systems Corp. (B)." Harvard Business School Case 691-006, July 1990.
- July 1990 (Revised October 1997)
- Case
Siemens Electric Motor Works (A) (Abridged)
By: Robert S. Kaplan
Explores how a cost system can help support a firm's decision to change strategies. In the process, the students are introduced to a simple activity-based cost system. Siemens Electric Motor Works found itself facing an increasingly competitive environment and so made... View Details
Keywords: Activity Based Costing and Management; Cost Accounting; Cost; Adoption; Cost vs Benefits; Management Analysis, Tools, and Techniques; Production; Business Strategy; Electronics Industry; Manufacturing Industry
Kaplan, Robert S. "Siemens Electric Motor Works (A) (Abridged)." Harvard Business School Case 191-006, July 1990. (Revised October 1997.)
- June 1990 (Revised March 1991)
- Case
Jonah Creighton (A)
By: Anne Donnellon and Joshua D. Margolis
How do you manage yourself and your interaction with others when you feel your personal values challenged? What should you be aware of as you proceed with sensitive, ethical issues? Jonah Creighton coordinates the company's fast-track training program, and when he... View Details
Keywords: Business Divisions; Ethics; Moral Sensibility; Values and Beliefs; Human Resources; Selection and Staffing; Problems and Challenges
Donnellon, Anne, and Joshua D. Margolis. "Jonah Creighton (A)." Harvard Business School Case 490-090, June 1990. (Revised March 1991.)
- June 1990 (Revised October 1991)
- Supplement
Lake Pleasant Bodies Case (B)
Describes how the attorney resolved the dilemma he faced, the reasons for his decision, and the consequences he suffered. Displays vividly the personal toll that moral conflicts can create for professionals with role obligations. View Details
Keywords: Decisions; Moral Sensibility; Managerial Roles; Outcome or Result; Problems and Challenges
Badaracco, Joseph L., Jr. "Lake Pleasant Bodies Case (B)." Harvard Business School Supplement 390-216, June 1990. (Revised October 1991.)
- May 1990 (Revised April 1991)
- Background Note
Dirty Hands
A one-paragraph excerpt from a play by Jean-Paul Sartre. Describes in the words of one character, the ethical problem of "dirty hands": the problem that doing the morally superior thing in some circumstances inevitably involves doing some things that are morally wrong.... View Details
Badaracco, Joseph L., Jr. "Dirty Hands." Harvard Business School Background Note 390-213, May 1990. (Revised April 1991.)
- May 1990 (Revised April 1995)
- Teaching Note
Karen Green, Teaching Note
By: Linda A. Hill
The video depicts Karen Green, a manager in her early thirties, on a company retreat. She is being considered for a project manager position, a promotion she does not receive. During the retreat, the circumstances that influenced the decision become evident. The... View Details
- May 1990 (Revised October 1993)
- Case
Cooper Pharmaceuticals, Inc.
Traces the 12-year career of a pharmaceutical salesperson, Bob Marsh, from recruitment to termination. Mr. Marsh has had an uneven career with Cooper Pharmaceuticals, Inc. (CPI) and, after a probationary period, is asked to resign. Following his termination, a number... View Details
Keywords: Decision Making; Resignation and Termination; Personal Development and Career; Problems and Challenges; Core Relationships
Cespedes, Frank V. "Cooper Pharmaceuticals, Inc." Harvard Business School Case 590-111, May 1990. (Revised October 1993.)
- May – June 1990
- Article
Case of the Complaining Customer (HBR Case Study and Commentary)
By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business Review 68, no. 3 (May–June 1990).
- April 1990 (Revised March 1992)
- Case
Oakland A's: Baseball's Great Transformation
The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant improvements came in the area of customer service. The A's management believed that if they took care of their fans,... View Details
Schlesinger, Leonard A. "Oakland A's: Baseball's Great Transformation." Harvard Business School Case 690-088, April 1990. (Revised March 1992.)
- March 1990 (Revised July 1991)
- Case
Digital Equipment Corp.: Complex Order Management
Describes the proposed creation of a low end 3000 configuration workstation using Digital's competitive advantage of offering a la carte configuration capability and ability to build different options for customers. Disadvantages of this 3000 configuration workstation... View Details
Keywords: Customer Focus and Relationships; Cost; Management Practices and Processes; Distribution; Competitive Advantage
Hammond, Janice H. "Digital Equipment Corp.: Complex Order Management." Harvard Business School Case 690-081, March 1990. (Revised July 1991.)
- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,... View Details
Keywords: Logistics; Marketing Channels; Planning; Time Management; Distribution Channels; Competitive Advantage; Customer Relationship Management; Information Technology; Consumer Products Industry; Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)