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      • November 1992 (Revised December 1992)
      • Case

      Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)

      By: Robert H. Hayes
      The Computer-Aided Manufacturing (CAM) Services Division of John Deere has just received approval to sell their software and computer systems to external customers. These tools, initially developed for internal use, have been widely used throughout Deere. Still,... View Details
      Keywords: Information Infrastructure; Applications and Software; Machinery and Machining; Technological Innovation; Markets; Marketing Strategy; Product Launch; Outcome or Result; Computer Industry; Manufacturing Industry
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      Hayes, Robert H. "Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)." Harvard Business School Case 693-051, November 1992. (Revised December 1992.)
      • September 1992 (Revised January 1993)
      • Case

      Courtyard by Marriott

      By: James L. Heskett and Roger H. Hallowell
      Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details
      Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Service Industry
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      Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)
      • September 1992 (Revised November 1996)
      • Case

      Royal Automobile Club Rescue Services Division: Transformation Through Technology

      By: W. Earl Sasser and Roger H. Hallowell
      The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details
      Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Service Industry; United Kingdom
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      Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
      • July 1991 (Revised September 1995)
      • Case

      Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances

      By: Lynda M. Applegate
      In January 1988, Colby Chandler, Kodak CEO, created the Corporate Information Systems (CIS) and appointed Katherine Hudson head. She at once became the first head of IT and first woman corporate vice president in the company. Throughout 1989, Hudson inaugurated a... View Details
      Keywords: Corporate Strategy; Information Technology; Partners and Partnerships; Organizational Structure; Success; Trends; Information Management; Service Operations; Manufacturing Industry
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      Applegate, Lynda M. "Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances." Harvard Business School Case 192-030, July 1991. (Revised September 1995.)
      • May 1991 (Revised March 2018)
      • Teaching Note

      Automation Consulting Services

      By: Robert Simons
      Teaching Note for 190-053 View Details
      Keywords: Strategy And Execution; Management Control Systems; Levers Of Control; Consulting Industry
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      Simons, Robert. "Automation Consulting Services." Harvard Business School Teaching Note 191-030, May 1991. (Revised March 2018.)
      • March 1991 (Revised August 1993)
      • Case

      ISS--International Service System A/S

      By: Cynthia A. Montgomery
      Keywords: Corporate Strategy; Competitive Strategy
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      Montgomery, Cynthia A. "ISS--International Service System A/S." Harvard Business School Case 391-093, March 1991. (Revised August 1993.)
      • 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
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      Hertenstein, Julie H., and Robert S. Kaplan. "Burlington Northern: The ARES Decision (A)." Harvard Business School Case 191-122, February 1991.
      • February 1991 (Revised February 1992)
      • Case

      Appex Corp.

      By: Nitin Nohria
      1990 Business Week named Appex Corp. the fastest growing high-technology company in the United States. Appex provided management information systems and intercarrier network services to cellular telephone companies. During its rapid growth, the company went through... View Details
      Keywords: Information Technology; Organizational Change and Adaptation; Organizational Design; Management Analysis, Tools, and Techniques; Organizational Culture; Mobile and Wireless Technology; Performance Productivity; Problems and Challenges; Management Practices and Processes; Business Divisions; Information Management; Information Technology Industry; Telecommunications Industry; United States
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      Nohria, Nitin. "Appex Corp." Harvard Business School Case 491-082, February 1991. (Revised February 1992.)
      • November 1989 (Revised April 2018)
      • Case

      Automation Consulting Services

      By: Robert Simons and Hilary Weston
      Illustrates the management control challenges that are associated with rapid growth and geographic expansion. Situated at an offsite Executive Committee Retreat. The three founding partners of a specialized consulting firm are grappling with several difficult questions... View Details
      Keywords: Geographic Location; Governance Controls; Policy; Growth and Development Strategy; Management Teams; Expansion; Consulting Industry
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      Simons, Robert, and Hilary Weston. "Automation Consulting Services." Harvard Business School Case 190-053, November 1989. (Revised April 2018.)
      • May 1987 (Revised February 2000)
      • Case

      Codman & Shurtleff, Inc.: Planning and Control System

      By: Robert L. Simons
      Detailed description of the planning and control systems in use at Johnson & Johnson. Focuses on the actions of managers in one subsidiary in revising budget targets. Illustrates intensive strategic planning and financial planning process in a large, decentralized... View Details
      Keywords: Strategic Planning; Planning; Forecasting and Prediction; Accounting Audits; Budgets and Budgeting; Business Strategy; Financial Management; Business or Company Management; Management Systems; Financial Services Industry; Financial Services Industry
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      Simons, Robert L. "Codman & Shurtleff, Inc.: Planning and Control System." Harvard Business School Case 187-081, May 1987. (Revised February 2000.)
      • March 1987 (Revised October 1993)
      • Case

      Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program

      By: W. Earl Sasser
      In recent years, Au Bon Pain (ABP), a chain of upscale French bakeries/sandwich cafes based in Boston, confronted a set of human resource problems endemic to the fast food industry (i.e., a labor shortage which made it difficult to attract and maintain quality crew... View Details
      Keywords: Motivation and Incentives; Managerial Roles; Retention; Employees; Performance Improvement; Recruitment; Problems and Challenges; Compensation and Benefits; Service Industry; Service Industry; Boston
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      Sasser, W. Earl. "Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program." Harvard Business School Case 687-063, March 1987. (Revised October 1993.)
      • 1985
      • Chapter

      The Federal Civil Service Retirement System

      By: Dutch Leonard
      Keywords: Compensation and Benefits; Retirement; Government and Politics; Public Sector
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      Leonard, Dutch. "The Federal Civil Service Retirement System." In Pensions, Labor and Individual Choice, edited by David A. Wise. Chicago: University of Chicago Press, 1985.
      • February 1985 (Revised January 1989)
      • Teaching Note

      SSS (Scientific Systems Services), Teaching Note

      By: Howard H. Stevenson and Michael J. Roberts
      Keywords: Service Industry
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      Stevenson, Howard H., and Michael J. Roberts. "SSS (Scientific Systems Services), Teaching Note." Harvard Business School Teaching Note 385-091, February 1985. (Revised January 1989.)
      • May 1983 (Revised December 1987)
      • Case

      Technical Data Corp.

      By: William A. Sahlman
      Describes a decision confronting the president of a small company about selling some or all of the shares in his company to another firm. Technical Data Corp. provides analytical services to professional bond market traders over a system of computer terminals operated... View Details
      Keywords: Stocks; Entrepreneurship; Business Startups; Internet and the Web; Information Infrastructure; Mobile and Wireless Technology; Valuation; Negotiation Tactics; Mergers and Acquisitions; Corporate Strategy; Horizontal Integration; Service Industry; Service Industry
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      Sahlman, William A. "Technical Data Corp." Harvard Business School Case 283-072, May 1983. (Revised December 1987.)
      • May 1983 (Revised November 1987)
      • Case

      Technical Data Corp.: Business Plan

      By: William A. Sahlman
      Contains materials extracted from a business plan developed by the company in 1980. The purpose of the business plan was to raise $100,000 to finance the commencement of operations. The firm intended to provide analytical services to bond market traders. The product... View Details
      Keywords: Business Plan
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      Sahlman, William A. "Technical Data Corp.: Business Plan." Harvard Business School Case 283-073, May 1983. (Revised November 1987.)
      • December 1980 (Revised February 1998)
      • Case

      McDonald's Corp. (Condensed)

      By: W. Earl Sasser and David C. Rikert
      Describes the operating system of McDonald's, the world's most successful fast food chain. The case does not have a decision focus; it is designed for use with Burger King Corp. Students are asked to compare the operating systems of these two fast food hamburger... View Details
      Keywords: Service Operations; Competition; Food and Beverage Industry
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      Sasser, W. Earl, and David C. Rikert. "McDonald's Corp. (Condensed)." Harvard Business School Case 681-044, December 1980. (Revised February 1998.)
      • 1978
      • Chapter

      Changing Organizational Constraints: Toward Promoting Equal Opportunity and Treatment for Women in Public Service Systems

      By: R. M. Kanter
      Keywords: Organizational Change and Adaptation; Equality and Inequality; Public Sector; Service Operations; Gender
      Citation
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      Kanter, R. M. "Changing Organizational Constraints: Toward Promoting Equal Opportunity and Treatment for Women in Public Service Systems." In The United Nations and Decision-Making: The Role of Women. Vol. 2, edited by D. Nicol and M. Croke. New York: United Nations Institute for Training and Research (UNITAR), 1978.
      • June 1977 (Revised September 1992)
      • Case

      Sorenson Research Co. (Abridged)

      By: Steven C. Wheelwright
      Presents the issues facing a high volume, high margin (but lightweight) medical products business. The company is trying to improve its inventory control to reduce inventory investment and improve service. The present multi-site inventory system is described and major... View Details
      Keywords: Business Earnings; Investment; Volume; Service Delivery; Supply Chain; Performance Improvement; Medical Devices and Supplies Industry
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      Wheelwright, Steven C. "Sorenson Research Co. (Abridged)." Harvard Business School Case 677-257, June 1977. (Revised September 1992.)
      • September 1976 (Revised January 1977)
      • Case

      Del Norte Paper Co. (C)

      By: William A. Sahlman
      Designed to serve two roles: first, it provides a reasonably comprehensive description of an ongoing capital budgeting system for the international operations of a large American company. Second, it allows the student to focus upon and critically analyze a series of... View Details
      Keywords: Capital Budgeting; International Relations; Globalized Markets and Industries; Goals and Objectives; Service Delivery; Business Subsidiaries; Performance Evaluation; Performance Expectations; Financial Services Industry; Financial Services Industry
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      Sahlman, William A. "Del Norte Paper Co. (C)." Harvard Business School Case 177-036, September 1976. (Revised January 1977.)
      • Forthcoming
      • Article

      Achieving Epilepsy Care for All: Ecosystem-Based Transformation

      By: Susanna Gallani, Bernice Martin Lee and Lidia M. V. R. Moura
      Epilepsy exemplifies many of the systemic challenges of modern health care— fragmented care delivery, inequitable access, financial strain, and so on. The current “system of systems” (SoS) structure of U.S. health care fosters siloed operations among its member systems... View Details
      Keywords: Healthcare Delivery; Epilepsy; Seizures; Health Care and Treatment; Health Disorders; Equality and Inequality; Framework; Service Delivery
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      Gallani, Susanna, Bernice Martin Lee, and Lidia M. V. R. Moura. "Achieving Epilepsy Care for All: Ecosystem-Based Transformation." Epilepsia (forthcoming). (Pre-published online April 4, 2025.)
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