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      • September 2001 (Revised August 2004)
      • Case

      Rapid Rewards at Southwest Airlines

      By: Frances X. Frei and Corey B. Hajim
      Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
      Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
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      Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)
      • August 2001 (Revised April 2005)
      • Case

      Surface Logix

      By: Joseph B. Lassiter III, Michael J. Roberts and Kim Slack
      Describes a start-up in the field of nano technology--very small physical structures measured in the billionths of a meter. The company, Surface Logix, has assembled a portfolio of intellectual property and completed some of the R&D work required to develop actual... View Details
      Keywords: Business Startups; Research and Development; Marketing Strategy; Product Marketing; Product Development; Intellectual Property; Investment Portfolio
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      Lassiter, Joseph B., III, Michael J. Roberts, and Kim Slack. "Surface Logix." Harvard Business School Case 802-050, August 2001. (Revised April 2005.)
      • April 2001 (Revised July 2001)
      • Case

      Zaplet, Inc.

      By: Dorothy A. Leonard and Brian DeLacey
      Start-up Zaplet, Inc., has radical software, prestigious venture capital funding, and a multitude of business opportunities. New CEO Alan Baratz must select a strategy and redesign the organization to deliver. This case describes the roles and philosophies of the... View Details
      Keywords: Corporate Entrepreneurship; Business or Company Management; Information Technology; Organizational Design; Venture Capital; Valuation; Business Strategy; Restructuring; Expansion; Product Development; Innovation Strategy; Human Resources; Information Technology Industry; California
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      Leonard, Dorothy A., and Brian DeLacey. "Zaplet, Inc." Harvard Business School Case 601-165, April 2001. (Revised July 2001.)
      • January 2001 (Revised January 2004)
      • Case

      Ninth House: e-Learning Software

      By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
      Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
      Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Information Technology Industry; Service Industry; Education Industry; San Francisco
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      Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
      • November 2000 (Revised June 2010)
      • Case

      Bush Boake Allen

      By: Stefan H. Thomke and Ashok Nimgade
      Bush Boake Allen, a flavor and fragrance firm, is considering strategic options that would integrate customers into its innovation process via a potentially disruptive Internet-based technology. As this approach could result in dramatic changes to the firm's business... View Details
      Keywords: Customer Focus and Relationships; Disruptive Innovation; Technological Innovation; Management Teams; Product Design; Organizational Change and Adaptation; Conflict Management; Internet; Chemical Industry
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      Thomke, Stefan H., and Ashok Nimgade. "Bush Boake Allen." Harvard Business School Case 601-061, November 2000. (Revised June 2010.)
      • September 2000
      • Background Note

      Professional Services Module Five: Serving Clients Effectively

      By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
      It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
      Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
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      DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
      • July 2000 (Revised September 2005)
      • Case

      BMG Entertainment

      By: Jan W. Rivkin and Gerrit Meier
      As dramatic changes in technology and customer tastes roil the music industry, the top executives of BMG Entertainment, one of the world's largest record companies, must decide how to organize for digital distribution of music. This case includes a brief history of the... View Details
      Keywords: Risk and Uncertainty; Competitive Strategy; Distribution Channels; Organizational Structure; Technological Innovation; Industry Structures; Customer Focus and Relationships; Growth and Development Strategy; Information Technology; Music Industry; Entertainment and Recreation Industry
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      Rivkin, Jan W., and Gerrit Meier. "BMG Entertainment." Harvard Business School Case 701-003, July 2000. (Revised September 2005.)
      • February 2000 (Revised February 2002)
      • Case

      Owens & Minor, Inc. (A)

      By: V.G. Narayanan and Lisa Brem
      A forward-thinking manager at Owens & Minor (O&M), a large national medical and surgical distribution company, enlisted the help of both logistics and cost managers to develop an innovative pricing schedule based on the customer's activities instead of the price of the... View Details
      Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Customer Relationship Management; Medical Devices and Supplies Industry; Distribution Industry
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      Narayanan, V.G., and Lisa Brem. "Owens & Minor, Inc. (A)." Harvard Business School Case 100-055, February 2000. (Revised February 2002.)
      • February 2000 (Revised October 2000)
      • Case

      Open Market, Inc.: The E-Commerce Wars

      By: James I. Cash Jr., Janis Lee Gogan, Michael Haselkorn and Mani Subramani
      Continues the story of Open Market, Inc., a company founded in 1994 to support electronic commerce on the Internet. Despite a very successful initial public offering, the firm had reached a growth plateau, and the management team was considering several strategic... View Details
      Keywords: Entrepreneurship; Technological Innovation; Management; Growth and Development Strategy; Marketing Channels; Product Marketing; Product Development; Competitive Strategy; Corporate Strategy; Information Technology Industry; Web Services Industry
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      Cash, James I., Jr., Janis Lee Gogan, Michael Haselkorn, and Mani Subramani. "Open Market, Inc.: The E-Commerce Wars." Harvard Business School Case 800-255, February 2000. (Revised October 2000.)
      • February 2000 (Revised April 2001)
      • Case

      CNET 2000

      By: Thomas R. Eisenmann and Pauline M Fischer
      CNET's managers explain the strategic analysis that led to their decision to increase their annual marketing budget from $1 million to $100 million. CNET is an online information intermediary that helps consumers make purchase decisions about PC hardware and software,... View Details
      Keywords: Entrepreneurship; Corporate Strategy; Budgets and Budgeting; Financial Strategy; Decisions; Growth and Development; Customer Focus and Relationships; Business Divisions; Marketing Strategy; Distribution Channels; Consumer Behavior; Online Technology; Information Technology Industry
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      Eisenmann, Thomas R., and Pauline M Fischer. "CNET 2000." Harvard Business School Case 800-284, February 2000. (Revised April 2001.)
      • February 2000 (Revised April 2003)
      • Case

      InSite Marketing Technology (A)

      By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
      Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details
      Keywords: Customer Focus and Relationships; Financing and Loans; Technological Innovation; Business or Company Management; Marketing Strategy; Product Launch; Service Delivery; Competitive Strategy; Competitive Advantage; Service Industry; Web Services Industry
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      Applegate, Lynda M., Genevieve J.S. Feraud, and Sheila L Marcelo. "InSite Marketing Technology (A)." Harvard Business School Case 800-279, February 2000. (Revised April 2003.)
      • November 1999 (Revised February 2000)
      • Case

      Granny's Goodies, Inc.

      By: Das Narayandas and Katherine B. Korman
      The young entrepreneurs of Granny's Goodies, Inc., a corporate gift package specialist, face the challenge of finding ways to create consistent revenue streams and reduce sales costs. Outside of a few long-term contracts, the two founders have had to work very hard for... View Details
      Keywords: Budgets and Budgeting; Customer Relationship Management; Entrepreneurship; Cost Management; Marketing Strategy; Product Design; Problems and Challenges; Sales; Segmentation; Service Industry
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      Narayandas, Das, and Katherine B. Korman. "Granny's Goodies, Inc." Harvard Business School Case 500-049, November 1999. (Revised February 2000.)
      • September 1999 (Revised September 1999)
      • Case

      Convergys Corporation

      By: Stephen P. Bradley and Kelley Porter
      Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
      Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry
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      Bradley, Stephen P., and Kelley Porter. "Convergys Corporation." Harvard Business School Case 700-042, September 1999. (Revised September 1999.)
      • September 1999 (Revised February 2004)
      • Case

      WebSpective Software, Inc. (A)

      By: Michael J. Roberts, Joseph B. Lassiter III, John T. Gourville and Sun Ming Wong
      Describes the situation at WebSpective, a software company that develops products to help companies manage the network of servers that support their Websites. Describes the use of "concept engineering" tools to interview customers, determine their needs and the... View Details
      Keywords: Entrepreneurship; Management Practices and Processes; Customers; Customer Focus and Relationships; Communication Intention and Meaning; Product Development; Product Marketing; Management Analysis, Tools, and Techniques; Customer Satisfaction; Marketing Strategy; Information Technology Industry
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      Roberts, Michael J., Joseph B. Lassiter III, John T. Gourville, and Sun Ming Wong. "WebSpective Software, Inc. (A)." Harvard Business School Case 800-136, September 1999. (Revised February 2004.)
      • August 1999 (Revised July 2009)
      • Case

      Tricon Restaurants International: Globalization Re-examined

      By: Pankaj Ghemawat and Tarun Khanna
      Describes a leading fast food operator/franchiser trying to consolidate and standardize its operations worldwide and focus its efforts on a few key markets. Lends itself to a discussion of how global the fast food industry is, whether Tricon's new international... View Details
      Keywords: Business Ventures; Global Strategy; Markets; Operations; Competition; Consolidation; Food and Beverage Industry
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      Ghemawat, Pankaj, and Tarun Khanna. "Tricon Restaurants International: Globalization Re-examined." Harvard Business School Case 700-030, August 1999. (Revised July 2009.)
      • May 1999 (Revised March 2001)
      • Case

      Marshall Industries

      By: Jeffrey F. Rayport
      Confounding predictions that the Internet would "disintermediate" commerce, making "middle man" companies all but obsolete, Marshall Industries, a leading electronics distributor, used the Internet and digital technologies to reinvent itself. Marshall continued to sell... View Details
      Keywords: Organizational Change and Adaptation; Digital Platforms; Internet and the Web; Supply Chain; Emerging Markets; Customer Focus and Relationships; Distribution Industry; Electronics Industry
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      Rayport, Jeffrey F., and Cathy Olofson. "Marshall Industries." Harvard Business School Case 899-239, May 1999. (Revised March 2001.)
      • April 1999 (Revised September 1999)
      • Case

      Compaq Computer: Consumer Notebook Group

      By: David E. Bell and Ann Leamon
      Presents the background for a video of a focus group on Compaq Computer's new consumer notebook. Engineers, manufacturers, and retailers had collaborated on the product design, which has been approved by the executive committee. A launch is scheduled for nine months... View Details
      Keywords: Human Resources; Product Launch; Product Design; Outcome or Result; Social and Collaborative Networks; Corporate Strategy; Computer Industry
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      Bell, David E., and Ann Leamon. "Compaq Computer: Consumer Notebook Group." Harvard Business School Case 599-053, April 1999. (Revised September 1999.)
      • April 1999 (Revised August 2000)
      • Case

      Compaq Computer: Focus Groups

      By: David E. Bell and Ann Leamon
      Gives the final report, both results and methodology, of the focus group on Compaq Computer's new consumer notebook. Describes the groups, selection method, and methodology in detail. Should Compaq base its product design on the opinions of 64 people? Must be used with... View Details
      Keywords: Selection and Staffing; Management Analysis, Tools, and Techniques; Product Design; Outcome or Result; Corporate Strategy; Computer Industry
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      Bell, David E., and Ann Leamon. "Compaq Computer: Focus Groups." Harvard Business School Case 599-092, April 1999. (Revised August 2000.)
      • March 1999 (Revised June 2000)
      • Case

      Eli Lilly: The Evista Project

      By: Steven C. Wheelwright and Matt Verlinden
      Describes the creation and operation of the initial two heavyweight teams for new drug development and launch. The primary focus is on one of the teams, Evista, although comparisons to the other team, Zyprexa, are included. Lilly must decide the next phase (postlaunch)... View Details
      Keywords: Projects; Groups and Teams; Operations; Management Teams; Product Development; Transition; Product Design; Business Startups; Business Plan; Product Launch; Competition; Service Operations; Pharmaceutical Industry
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      Wheelwright, Steven C., and Matt Verlinden. "Eli Lilly: The Evista Project." Harvard Business School Case 699-016, March 1999. (Revised June 2000.)
      • February 1999
      • Case

      Lifeline Systems, Inc. (B)

      By: H. Kent Bowen and Marilyn Matis
      In 1997, Lifeline Systems continues to grow its service business to $32 million, 56% of the company's total revenues. More local hospital Lifeline programs turn over their monitoring service to Lifeline Central, expanding the company's subscriber base by 30%. The... View Details
      Keywords: Health Care and Treatment; Information Technology; Expansion; Cost Management; Growth and Development Strategy; Partners and Partnerships; Change; Customer Relationship Management; Service Operations; Age; Investment; Health Industry; Technology Industry; Cambridge; Boston
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      Bowen, H. Kent, and Marilyn Matis. "Lifeline Systems, Inc. (B)." Harvard Business School Case 699-038, February 1999.
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