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  • June 2004 (Revised July 2005)
  • Case

Procter & Gamble: Global Business Services

By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager
Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,... View Details
Keywords: Business Units; Change Management; Decision Making; Globalized Firms and Management; Job Cuts and Outsourcing; Organizational Design
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  • May 2000 (Revised November 2001)
  • Case

Sothebys.com

Sotheby's has taken 50% of its business by volume to the Internet. How do the economics change? How do logistics and customer support needs change? What leverage does the Internet provide this established bricks-and-mortar auction house? View Details
Keywords: Organizational Change and Adaptation; Internet and the Web; Auctions
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  • 31 May 2023
  • Research & Ideas

With Predictive Analytics, Companies Can Tap the Ultimate Opportunity: Customers’ Routines

If knowing what customers need is marketing gold, pinpointing exactly when they need it may just be platinum. Services that become part of a customer’s routine may deliver advantages beyond repeat business for a company, Harvard Business... View Details
Keywords: by Rachel Layne; Transportation
  • March 2001 (Revised March 2002)
  • Background Note

Service Recovery

Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
Keywords: Management Practices and Processes; Operations; Service Industry
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  • April 2014
  • Case

Ford Motor Company: Blueprint for Mobility

By: Karim R. Lakhani, Marco Iansiti and Noah Fisher
Mark Fields, Ford Motor Company's COO, had to ensure the company's current business model of building cars and trucks remained strong, while concurrently navigating the company into the rapidly expanding industry of personal mobility. Personal mobility required new... View Details
Keywords: Automobiles; Automobile Manufacturing; Ford Motor Company; Mark Fields; Blueprint For Mobility; Dearborn; Michigan; Car Sharing; Parking; On-demand Ride Sharing; Strategy; Business Model; Auto Industry; Michigan; United States
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  • March 1997
  • Case

Sensormatic Electronics Corporation-1995

By: Krishna G. Palepu and James Chang
Sensormatic is a leading provider of security systems to the retail industry. The company relies on customer financing as a key component of its strategy. The company's growth strategy and accountingis attacked by short-sellers and the financial press. View Details
Keywords: Analysis; Valuation; Financial Reporting; Financing and Loans; Financial Statements; Business Strategy
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  • 29 Jul 2021
  • Video

International Perspective Series: Student Experience

  • October 18, 2021
  • Article

How to Reframe What Work Means to You

By: Hubert Joly
Our society often conceives of work as something we must endure so we can afford to do something else. The former CEO of Best Buy explains why this view has led to a crisis of engagement among leaders and employees alike, and offers a different model that he introduced... View Details
Keywords: Work; Meaning In Life; Employment; Attitudes; Perspective; Mission and Purpose
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    Lauren H. Cohen

    Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

    Keywords: asset management; brokerage; financial services; federal government; investment banking industry; state government
    • Video

    Product-Market Fit: How to Find It in the Tech Industry | Business: Explained

    • 19 Apr 2016
    • Blog Post

    First Minutes are Critical in New-Employee Orientation

    Self-expression," published in the March 2013 Administrative Science Quarterly, a research team finds that shifting the focus to an employee's personal identity leads to an increase in both employee retention View Details
    Keywords: All Industries
    • 15 Oct 2013
    • News

    Study: Digital Marketing Industry Worth $62 Billion

    • February 2018
    • Case

    Redfin

    By: Marco Di Maggio and Julia Kelley
    Redfin, a technology-powered residential real estate brokerage, was founded in 2002 with the intention of using technology to disrupt the real estate industry. Over the next 15 years, Redfin made several changes to its business model. Initially, the company provided... View Details
    Keywords: Business Model; Strategy; Decision Making; Real Estate Industry
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    • June 2005 (Revised September 2006)
    • Case

    Oracle vs. salesforce.com

    By: David B. Yoffie and Alison Berkley Wagonfeld
    Explores the phenomenon of software becoming a service. Salesforce.com has catapulted into the lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to... View Details
    Keywords: Customer Relationship Management; Competitive Advantage; Software; Web Services Industry; Information Technology Industry
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    • August 2001 (Revised March 2003)
    • Case

    PassAct, Inc.

    PassAct is a virtual distributor for high-tech R&D components and products, taking orders from researchers within companies, passing them on to appropriate suppliers, and monitoring fulfillment. Customers order from a Web-based catalog with built-in work-flow... View Details
    Keywords: Internet and the Web; Order Taking and Fulfillment; Web Services Industry
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    • 24 Oct 2016
    • News

    Meet the Billionaires of Thailand's Red Bull Fortune

      Tarun Khanna

      Tarun Khanna is the Jorge Paulo Lemann Professor at the Harvard Business School. For almost three decades, he has studied entrepreneurship as a means to social and economic development in emerging markets. At HBS since 1993, after obtaining degrees from Princeton... View Details

      • March 2016 (Revised October 2017)
      • Case

      Salesforce.com vs. Siebel (Abridged)

      By: David B. Yoffie
      Explores the phenomenon of software becoming a service. Salesforce.com has catapulted into the lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to... View Details
      Keywords: Customer Relationship Management; Competitive Strategy; Software
      Related
      • 24 Aug 2013
      • News

      Questions for Microsoft as It Nears a Crossroad

      • 16 Mar 2022
      • News

      Starbucks CEO Is Stepping Down. Howard Schultz Returning as Interim Boss