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    Robin J. Ely

    Robin Ely is the Diane Doerge Wilson Professor of Business Administration at Harvard Business School. She conducts research on race and gender relations in organizations with a focus on leadership, identity, and organizational culture change.... View Details

    • 04 Feb 2016
    • News

    Research Explores Consequences Of Revealing Embarrassing Details

    • February 1996 (Revised November 1996)
    • Case

    Wainwright Industries (A): Beyond the Baldrige

    By: Rosabeth M. Kanter and Norman Klein
    Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture. Breakthrough programs that stress "trust and belief" in the workforce and commitment to customers result in... View Details
    Keywords: Quality; Customer Satisfaction; Customer Relationship Management; Ethics; Business or Company Management; Standards; Machinery and Machining; Organizational Change and Adaptation; Organizational Culture; Auto Industry; Missouri
    Related
    • March 2016 (Revised May 2018)
    • Case

    Reinventing Best Buy

    By: John R. Wells and Gabriel Ellsworth
    On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast... View Details
    Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Information Technology; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Internet and the Web; Mobile and Wireless Technology; Resource Allocation; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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    • February 2013 (Revised February 2013)
    • Case

    Wayne Ferrari: iAutomation at a Crossroads

    By: Jim Sharpe and Michael Norris
    Wayne Ferrari has bridged the gap between being an independent entrepreneur and a "professional manager." After selling his business to a Private Equity (PE) firm, Ferrari takes on the role of CEO and with their support implements a roll-up strategy to attain growth... View Details
    Keywords: Entrepreneurial Management; Entrepreneurial Organizations; Leveraged Buyouts; Roll-up; Career Planning; Acquisitions; Pricing; Pricing Policies; Pricing Strategy; Pricing Structure; Acquisition; Entrepreneurship; Private Equity; Distribution; Integration; System; Electronics Industry; Distribution Industry; United States
    Related
    • 04 Oct 2018
    • News

    Precision medicine needs a business mindset in order to flourish

    • June 2022 (Revised March 2024)
    • Case

    Netflix's Culture: Binge or Cringe?

    By: Hubert Joly, Leonard A. Schlesinger, James Barnett and Stacy Straaberg
    In May 2022, streaming entertainment company Netflix lost customers for the first time in more than 10 years. Once a first mover in the streaming landscape, Netflix was facing competition from Amazon Prime Video, Disney+, HBO Max, and others. A key component of... View Details
    Keywords: Compensation and Benefits; Employees; Recruitment; Resignation and Termination; Retention; Selection and Staffing; Innovation and Management; Innovation Strategy; Leadership Style; Business or Company Management; Management Style; Media; Business Processes; Organizational Culture; Organizational Structure; Performance Expectations; Performance Productivity; Creativity; Business Strategy; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; North America; California; Canada; Europe; Middle East; Africa; Asia; Latin America
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    • August 2020
    • Supplement

    Luckin Coffee (B): Revelations of Fraud

    By: Ramon Casadesus-Masanell and Karen Elterman
    This case describes revelations of fraud at Luckin Coffee, beginning with an anonymous report in January 2020 and continuing with the company’s admission in April 2020 that it had inflated its revenues by 2.2 billion RMB ($310 million), almost half its reported... View Details
    Keywords: Fraud; Corporate Misconduct; Business Earnings; Financial Statements; Financial Condition; Stocks; Financial Management; Profit; Revenue; Price; Food; Lawfulness; Crime and Corruption; Food and Beverage Industry; Food and Beverage Industry; Asia; China
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    • April 2009 (Revised January 2011)
    • Case

    Gucci Group: Freedom within the Framework

    By: Francisco de Asis Martinez-Jerez, Elena Corsi and Vincent Marie Dessain
    Gucci Group's CEO had to decide if his decentralized management style was the most effective philosophy in an economic downturn. The sharing of customer information across units and its use in the creative process are key initiatives analyzed in the case. CEO Robert... View Details
    Keywords: Customer Relationship Management; Decision Choices and Conditions; Globalized Firms and Management; Knowledge Sharing; Leadership; Management Style; Management Systems; Brands and Branding; Apparel and Accessories Industry
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    • May 2009
    • Article

    Customer-Based Valuation

    By: Sunil Gupta
    Customer lifetime value (CLV) has emerged as an important metric to manage and grow customers. Marketing scholars have written many books and articles on this topic. However, most of this research has focused on tactical marketing decisions. While this is important, it... View Details
    Keywords: Customers; Valuation
    Related
    • 14–15 Oct 2022
    • Reunions

    2022 Fall Reunions

    We look forward to welcoming you back for your reunion! This is a special opportunity to reconnect with old friends and make valuable new connections; strengthen your professional career and personal life with the latest thinking on critical topics; and feel... View Details
    • 9 AM – 9 AM EDT, 14 Mar 2018
    • HBS Online

    HBX Negotiation Mastery: Unlocking Value in the Real World

    Negotiation Mastery, Unlocking Value in the Real World, prepares you to close deals, maximize value creation, and resolve differences before they escalate. Target audience: HBS alumni and experienced colleagues; recommend to someone from your professional or personal... View Details
    • November 2008 (Revised May 2011)
    • Case

    David Neeleman: Flight Path of a Servant Leader (A)

    By: William W. George and Matthew D. Breitfelder
    David Neeleman, founder of JetBlue, is forced to confront a crisis in customer confidence following operational difficulties on February 14, 2007. This becomes a vital test of his leadership. View Details
    Keywords: Customer Satisfaction; Leadership; Crisis Management; Trust; Air Transportation Industry
    Related
    • March 2022 (Revised November 2023)
    • Case

    Doubling Down: Elon Musk's Big Bets in 2022

    By: David Yoffie and Daniel Fisher
    2021 was a banner year for Elon Musk. CEO of the electric vehicle manufacturer Tesla, the aerospace manufacturer SpaceX, and a few smaller startups, Musk became the richest person on Earth after Tesla reached a market capitalization of $1 trillion and SpaceX a private... View Details
    Keywords: Innovation and Management; Competitive Advantage; Competitive Strategy; Information Infrastructure; Applications and Software; Transportation; Strategic Planning; Leadership Style; Leading Change; Goals and Objectives; Aerospace Industry; Auto Industry; Battery Industry; United States; Europe; China
    Related
    • 18 Jul 2011
    • Research & Ideas

    Looking in the Mirror: Questions Every Leader Must Ask

    questions that will help them regroup, mobilize their team, formulate a plan of action, and move forward." In his new book, What to Ask the Person in the Mirror, Kaplan argues against the notion that... View Details
    Keywords: by Carmen Nobel
    • 13–14 Jun 2025
    • Reunions

    2025 HBS Reunions, June 12-15

    We look forward to welcoming you back for your reunion! This is a special opportunity to reconnect with old friends and make valuable new connections; strengthen your professional career and personal life with the latest thinking on critical topics; and feel... View Details
    • 06–07 Jun 2025
    • Reunions

    2025 HBS Reunions, June 5-8

    We look forward to welcoming you back for your reunion! This is a special opportunity to reconnect with old friends and make valuable new connections; strengthen your professional career and personal life with the latest thinking on critical topics; and feel... View Details
    • March 2011 (Revised June 2011)
    • Case

    QuikTrip

    QuikTrip, a large convenience store chain with over 500 stores, was known for its outstanding labor practices and fast, reliable, and friendly customer service. In November 2010, the CEO Chet Cadieux, had to decide how many new locations to open when QuikTrip entered a... View Details
    Keywords: Customer Focus and Relationships; Employees; Growth and Development Strategy; Logistics; Service Delivery; Performance Effectiveness; Expansion; Retail Industry; United States
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    • April 2004 (Revised May 2005)
    • Case

    Confronting a Necessary Evil: The Firing of Alex Robins (A)

    By: Joshua D. Margolis
    A manager recounts his experience firing the person he was asked to replace and reflects on the challenges of the experience. Teaching Purpose: To role-play and reflect on tasks that entail harming other people to fulfill one's responsibility. View Details
    Keywords: Ethics; Problems and Challenges; Leadership Development; Behavior; Decision Making; Resignation and Termination
    Related
    • December 1993
    • Case

    Ford Motor Coompany: Changing the Dealer Culture

    Confronted by increasing market emphasis on customer satisfaction coupled with the success of General Motors' Saturn Division with "no haggle" pricing, Ford Motor Co. examines the sales culture within its own dealers and considers how to implement policies that will... View Details
    Keywords: Organizational Change and Adaptation; Salesforce Management; Customer Satisfaction; Auto Industry; United States
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