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  • July 2001 (Revised August 2002)
  • Case

Jamcracker

Jamcracker, a well-financed, young company is attempting to transform how IT services are delivered during a period of high-tech pessimism. Jamcracker is trying to popularize an "application service provider" (ASP) model of service delivery that will, if successful,... View Details
Keywords: Service Delivery; Information Technology; Business Startups; Information Technology Industry; Service Industry
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Austin, Robert D. "Jamcracker." Harvard Business School Case 602-007, July 2001. (Revised August 2002.)
  • January 2023 (Revised January 2023)
  • Case

Belden and Digital Transformation: From Product Sales to Solutions Sales

By: Frank V. Cespedes and Amy Klopfenstein
This case concerns the industrial automation division at Belden, a hardware manufacturer. While Belden historically sold products such as cables, wires, and other networking devices, EVP of Industrial Automation Ashish Chand recognized that IT vendors were entering the... View Details
Keywords: Implementation; Sales Cycle; Digital Transformation; Sales; Product Positioning; Business Model; Market Entry and Exit; Customer Focus and Relationships; Business and Stakeholder Relations; Supply and Industry; Technology Industry; North America; United States
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Cespedes, Frank V., and Amy Klopfenstein. "Belden and Digital Transformation: From Product Sales to Solutions Sales." Harvard Business School Case 823-002, January 2023. (Revised January 2023.)
  • September 2007 (Revised January 2009)
  • Case

Reading Rehabilitation Hospital: Implementing Patient-Focused Care (A) (Abridged)

By: Roy D. Shapiro
Reading Rehab Hospital has experimented with a popular concept in health care--patient-focused care--intended to increase quality and reduce costs by organizing care delivery around particular diagnoses or "service lines," rather than around the functions or... View Details
Keywords: Health Care and Treatment; Medical Specialties; Quality; Cost; Management Practices and Processes; Business Strategy; Service Delivery; Health Industry
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Shapiro, Roy D. "Reading Rehabilitation Hospital: Implementing Patient-Focused Care (A) (Abridged)." Harvard Business School Case 608-070, September 2007. (Revised January 2009.)
  • Research Summary

Cross-Boundary Coordination and Airline Performance

In the context of global airline alliances, this study explores how organizations engaged in partnerships for service delivery achieve coordination with each other. We will assess the impact of both cross-functional and cross-organizational coordination on the quality... View Details
  • December 2019
  • Case

Walmart Ecommerce (B): Omnichannel Pursuits

By: Ramon Casadesus-Masanell and Karen Elterman
This case is an abridged version (part 2 of 2) of "Walmart's Omnichannel Strategy: Revolution or Miscalculation?" HBS Case No. 720-370. The (B) case describes Walmart’s omnichannel strategy in 2018 as it battled Amazon for online retail market share. Walmart aimed to... View Details
Keywords: Acquisition; Strategy; Internet and the Web; Distribution; Distribution Channels; Competitive Strategy; Retail Industry; Bentonville; Arkansas; United States
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Casadesus-Masanell, Ramon, and Karen Elterman. "Walmart Ecommerce (B): Omnichannel Pursuits." Harvard Business School Case 720-426, December 2019.
  • Research Summary

Overview

By: John D. Macomber
Mr. Macomber's research looks at finance and delivery of infrastructure and buildings that address issues in urbanization, economic development, and the growth of cities in the face of extensive challenges from migration, resource scarcity, and increasing peril from... View Details
  • Research Summary

Cost Management and Management Control Systems in Hospitals

By: V.G. Narayanan

 Hospitals tend not to have very good cost accounting and control systems. More broadly,  there is enormous opportunity for managing costs and aligning incentives in the health care industry. I am studying how cost accounting methods can be used to... View Details

  • October 1976 (Revised April 1983)
  • Case

Federal Express (A)

Federal Express is a small-package airline operating throughout the United States. After initial heavy losses it is now profitable. Management is examining the services offered by the firm and believes that there is great potential for "Courier Pak", an overnight... View Details
Keywords: Advertising; Product Marketing; Sales; Air Transportation Industry; Service Industry; United States
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Lovelock, Christopher H. "Federal Express (A)." Harvard Business School Case 577-042, October 1976. (Revised April 1983.)
  • Teaching Interest

Technology and Operations Management - MBA Required Curriculum

This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details

Keywords: Technology; Operations Management; Operations
  • Research Summary

The Consumer-Direct Channel: "We've Come Full Spiral"

Professor Lemon is currently engaged in a field research project investigating the extent to which new "channels" such as the Internet and home grocery delivery represent a dramatic shift in consumer buying behavior. She is working with a consortium of global... View Details
  • January 2002 (Revised February 2002)
  • Case

Postgirot Bank and Provment AB: Managing the Cost of IT Operations

By: F. Warren McFarlan and Nancy Bartlett
Describes a specific approach for measuring the efficiency of the groups of computers inside an organization and suggests ways this tool may be used to reduce the company's computing investment while maintaining service. It is a software-enabled industrial engineering... View Details
Keywords: Cost Management; Investment; Management Analysis, Tools, and Techniques; Management Style; Information Technology; Applications and Software
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McFarlan, F. Warren, and Nancy Bartlett. "Postgirot Bank and Provment AB: Managing the Cost of IT Operations." Harvard Business School Case 302-061, January 2002. (Revised February 2002.)
  • October 2019
  • Supplement

Airbus vs. Boeing (L): Discontinuing the A380 (February 2019)

By: Ramon Casadesus-Masanell and Karen Elterman
This case describes Airbus’ February 2019 announcement that it was ending production of the A380, with the last delivery scheduled for 2021. The announcement followed an order cancellation by Emirates, a major customer of the A380. The A380 had faced significant... View Details
Keywords: Product Development; Air Transportation; Projects; Competition; Air Transportation Industry; Manufacturing Industry; United States; Europe
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Casadesus-Masanell, Ramon, and Karen Elterman. "Airbus vs. Boeing (L): Discontinuing the A380 (February 2019)." Harvard Business School Supplement 720-387, October 2019.
  • June 2001
  • Case

Bang Networks- The First Customer (A)

By: Jay O. Light and Mary N. Caravella
In November 2000, six-month-old start-up Bang Networks is preparing a proposal for its first paid subscription contract. The recent MBA founders of the new San Francisco--based company believe they have a unique new solution for effective delivery of real-time Web... View Details
Keywords: Business Startups; Negotiation Tactics; Internet and the Web; Valuation; Value Creation; Negotiation Preparation; Information Technology Industry; San Francisco
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Light, Jay O., and Mary N. Caravella. "Bang Networks- The First Customer (A)." Harvard Business School Case 201-111, June 2001.
  • April 1999 (Revised October 2001)
  • Case

Motive Communications

By: Jeffrey F. Rayport, Marco Iansiti, Myra M. Hart, William W Chan and Find Findsen
The founders of Motive Communications, Inc., a recent start-up dedicated to reinventing the support chain involved in the delivery of information technology support services, put in place a development process hinged on extensive customer feedback. As part of this, a... View Details
Keywords: Business Startups; Customer Relationship Management; Risk and Uncertainty; Information Technology Industry
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Rayport, Jeffrey F., Marco Iansiti, Myra M. Hart, William W Chan, and Find Findsen. "Motive Communications." Harvard Business School Case 699-157, April 1999. (Revised October 2001.)
  • March 2004 (Revised April 2005)
  • Case

Midwest Office Products

By: Robert S. Kaplan
Presents an easy introduction to time-driven activity-based costing (ABC) that allows students to build a simple ABC model of order profitability. Midwest's time-driven ABC approach is based on two categories of parameter estimates. The first is the cost per hour of... View Details
Keywords: Cost; Price; Activity Based Costing and Management; Time Management; Financial Reporting; Profit; Performance Improvement; Order Taking and Fulfillment; Performance Evaluation
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Kaplan, Robert S. "Midwest Office Products." Harvard Business School Case 104-073, March 2004. (Revised April 2005.)
  • January 2022
  • Case

Somatus: Value-Based Kidney Care (A)

By: Ariel D. Stern, Robert S. Huckman and Sarah Mehta
When Dr. Ikenna Okezie founded Somatus, a value-based kidney care provider, his goal had been nothing short of transforming kidney care delivery in the United States. Rather than relying on dialysis, a costly and intensive treatment for late-stage kidney disease, the... View Details
Keywords: Business Startups; Disruption; Entrepreneurship; Health; Health Care and Treatment; Health Disorders; Medical Specialties; Innovation and Invention; Disruptive Innovation; Management; Strategy; Business Strategy; Value; Value Creation; Health Industry; United States; Virginia
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Stern, Ariel D., Robert S. Huckman, and Sarah Mehta. "Somatus: Value-Based Kidney Care (A)." Harvard Business School Case 622-009, January 2022.
  • September 2004 (Revised December 2004)
  • Case

Metso Paper: Globalization of Finnish Metal Workshops

By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen
Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details
Keywords: Production; Customer Value and Value Chain; Information Technology; Corporate Strategy; Knowledge Management; Machinery and Machining; Expansion; Service Delivery; Manufacturing Industry; Pulp and Paper Industry; Finland
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Applegate, Lynda M., Marikka Heikkila, and Kalle Lyytinen. "Metso Paper: Globalization of Finnish Metal Workshops." Harvard Business School Case 805-057, September 2004. (Revised December 2004.)
  • January 1998
  • Case

Connecticut Spring and Stamping Corporation (B)

By: H. Kent Bowen, Massimo Russo and Steven J. Spear
Connecticut Spring and Stamping Corp. (CSSC), a 50-year-old spring manufacturing and metal stamping firm, is experiencing slow sales growth and feeling the impact of global competition. The company has over 800 customers but little understanding of those customers'... View Details
Keywords: Globalization; Competency and Skills; Organizational Change and Adaptation; Production; Customer Relationship Management; Quality; Training; Performance Efficiency; Cost Management; Sales; System
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Bowen, H. Kent, Massimo Russo, and Steven J. Spear. "Connecticut Spring and Stamping Corporation (B)." Harvard Business School Case 698-038, January 1998.
  • March 1999 (Revised April 2004)
  • Case

TelePizza

Describes TelePizza, is Spain's leading chain of pizza restaurants and delivery services. TelePizza has experienced rapid growth to 500 stores since its creation in 1987. The company went public on the Spanish stock market in late 1996. Franchising has played an... View Details
Keywords: Growth and Development Strategy; Food and Beverage Industry; Spain
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Kuemmerle, Walter, Juan Roure, and Chad S Ellis. "TelePizza." Harvard Business School Case 899-080, March 1999. (Revised April 2004.)
  • 2018
  • Working Paper

Survival of the Fittest: The Impact of the Minimum Wage on Firm Exit

By: Dara Lee Luca and Michael Luca
We study the impact of the minimum wage on firm exit in the restaurant industry, exploiting recent changes in the minimum wage at the city level. We find that the impact of the minimum wage depends on whether a restaurant was already close to the margin of exit.... View Details
Keywords: Wages; Business Exit or Shutdown; Food and Beverage Industry
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Luca, Dara Lee, and Michael Luca. "Survival of the Fittest: The Impact of the Minimum Wage on Firm Exit." Harvard Business School Working Paper, No. 17-088, April 2017. (Revised August 2018.)
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