Publications

October 1993 (Revised July 1997)
Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry

October 1993
Case

Analyst's Dilemma (A), The

By: Joseph L. Badaracco Jr. and Jerry Useem

A young investment banker returns home one night to find that her roommate and best friend has been laid off from Universal Bank because Universal is shutting down its capital finance group. Her roommate makes her promise to keep this information confidential because... View Details

Keywords: Ethics; Values and Beliefs; Leveraged Buyouts; Conflict of Interests; Decision Choices and Conditions; Risk and Uncertainty

1993
Chapter

Optimal Investment Strategies for University Endowment Funds

By: Robert C. Merton

Keywords: Investment Funds; Financial Strategy; Higher Education; Non-Governmental Organizations; Education Industry; Financial Services Industry

May 1993
Teaching Note

Grayson University Police Force TN

Keywords: Higher Education; Law Enforcement; Education Industry

March 1993
Teaching Note

Universal Circuits, Inc. (TN)

By: W. Carl Kester

Teaching Note for (9-286-006). View Details

Keywords: Electronics Industry; United States

February 1992 (Revised April 1995)
Case

Pfizer: Global Protection of Intellectual Property

By: Lynn S. Paine and Michael Santoro

Top officials at Pfizer are assessing their strategy for improving protection of Pfizer's patents around the world. The outcome of the Uruguay Round of the GATT negotiations is uncertain, and it is not clear whether an acceptable intellectual property protection... View Details

Keywords: Patents; Trade; Policy; Government and Politics; Business Strategy; Agreements and Arrangements; Alliances; Cross-Cultural and Cross-Border Issues; Pharmaceutical Industry; United States; Japan; Europe

March 1991 (Revised July 1995)
Case

Trinity University

Keywords: Education Industry

April 1986 (Revised July 1996)
Supplement

Glossary for Universal Robotics

By: Howard H. Stevenson

August 1985 (Revised July 1991)
Case

Universal Circuits, Inc.

By: Thomas R. Piper

The manager of international finance of a major U.S. electronics company is concerned about the exposure of the firm to changes in exchange rates. Of particular concern is the exposure of operations to changes in real exchange rates. The teaching objectives include: 1)... View Details

Keywords: Credit Derivatives and Swaps; International Finance; Currency Exchange Rate; Business Plan; Risk and Uncertainty; Financial Management; Financial Strategy; Electronics Industry; United States

February 1985 (Revised January 1989)
Teaching Note

Universal Robotics Corp., Teaching Note

By: Howard H. Stevenson and Michael J. Roberts

Teaching Note for (9-383-075). View Details

Keywords: Electronics Industry

October 1979 (Revised May 1993)
Case

Grayson University Police Department

August 1978 (Revised June 1988)
Case

University of Michigan Athletic Department

By: Stephen A. Greyser

Keywords: Sports Industry

February 1978 (Revised July 1996)
Teaching Note

University of Trent, Teaching Note

Teaching Note for (9-177-245). View Details

Keywords: Higher Education; Education Industry

June 1977 (Revised May 1997)
Case

University of Trent

Focuses on two issues: 1) technical systems that can be employed in nonprofit organizations for control and motivational purposes. Systems discussed range from payroll monitoring systems to zero-base budgeting and 2) the managerial environment needed for serious... View Details

Keywords: Information Technology; Motivation and Incentives; Business or Company Management; Nonprofit Organizations; Governance Controls; Education Industry

May 1977 (Revised May 1993)
Case

Concord University

Keywords: Higher Education; Education Industry

August 1975 (Revised August 1991)
Case

University Hospital

Keywords: Health Care and Treatment; Health Industry