Publications

January 1991
Article

Work and Family: Should Parents Feel Guilty?

By: L. S. Paine

Keywords: Work-Life Balance

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

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

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

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

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

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

June 1990 (Revised October 1991)
Supplement

Lake Pleasant Bodies Case (B)

By: Joseph L. Badaracco Jr.

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

May 1990 (Revised April 1991)
Background Note

Dirty Hands

By: Joseph L. Badaracco Jr.

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

Keywords: Moral Sensibility; Management; Problems and Challenges; Personal Characteristics; Value

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

Keywords: Work-Life Balance; Personal Development and Career; Gender; Power and Influence

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

April 1990 (Revised March 1992)
Case

Oakland A's: Baseball's Great Transformation

By: Leonard A. Schlesinger

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

Keywords: Transformation; Customer Focus and Relationships; Sports; Sports Industry; California

March 1990 (Revised July 1991)
Case

Digital Equipment Corp.: Complex Order Management

By: Janice H. Hammond

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