Publications

Teaching Note for (9-693-091). View Details

Keywords: Health Industry

February 1993 (Revised June 1993)
Case

Bidwell Training Center, Inc. and Manchester Craftsmen's Guild: Preparation in Pittsburgh

By: James L. Heskett and Roger H. Hallowell

Bill Strickland, executive director of both Bidwell Training Center and Manchester Craftsmen's Guild, has built a highly successful training organization to enable underprivileged minorities in Pittsburgh to escape the cycle of poverty. His success has led to questions... View Details

Keywords: Training; Non-Governmental Organizations; Leadership; Society; Competency and Skills; Pittsburgh

1993
Other Teaching and Training Material

People, Service, Success: The Service Profit Link

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser

November 1992
Background Note

Note on Service Mapping

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry

Educators

October 1992 (Revised December 1993)
Case

ServiceMaster Co.: The Quality Services Network

By: James L. Heskett and Roger H. Hallowell

Keywords: Service Industry

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; Accommodations Industry

Educators

September 1992
Teaching Note

Fairfield Inn (A) TN

Teaching Note for (9-689-092). View Details

Keywords: Accommodations Industry

September 1992 (Revised May 1995)
Case

Progressive Corporation Transportation Group (A)

Keywords: Insurance Industry

September 1992
Supplement

Progressive Corporation Transportation Group (C)

September 1992
Supplement

Progressive Corporation Transportation Group (B)

May 1992
Article

Coordination in Split-Award Auctions

By: James J. Anton and Dennis Yao

We analyze split award procurement auctions in which a buyer divides full production between two suppliers or awards all production to a single supplier, and suppliers have private cost information. An intriguing feature of split awards is that the equilibrium bids are... View Details

Keywords: Supply Chain Management; Balance and Stability; Cost; Auctions; Bids and Bidding; Production; Five Forces Framework; Supply and Industry; Situation or Environment; Information; Manufacturing Industry

March 1992 (Revised June 1993)
Case

Lada do Brasil

By: James E. Austin and Helen Shapiro

In an effort to capitalize on the entrepreneurial opportunity presented by the Brazilian government's trade liberalization, a Panamanian automobile trading company launched a business of importing the Russian made Lada cars into Brazil. The company confronts a complex... View Details

Keywords: Business Startups; Transformation; Economics; Corporate Entrepreneurship; Capital; Policy; Competition; Auto Industry; Brazil

Educators