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2014
Case

Changhong: Journey to Shared Services

By: F. Warren McFarlan, Haiyan Zhang and Guo Jia

Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details

Keywords: China; Appliances; Finance ＆ Insurance; China

November 2005 (Revised June 2006)
Case

Strategic Planning at United Parcel Service

By: David A. Garvin and Lynne Levesque

In March 2005, CEO Michael Eskew has asked the Corporate Strategy Group to recommend changes to the strategic process to ensure it allows United Parcel Service (UPS) to continue to transform itself over the next several years. Describes the evolution of UPS's strategic... View Details

Keywords: Change; Decisions; Globalization; Growth and Development Strategy; Managerial Roles; Strategic Planning; Creativity; Corporate Strategy

August 2003 (Revised August 2006)
Case

HealthSouth Corporation

By: Regina E. Herzlinger and Ivan Cheung

Delineates how a for-profit health services business was created. Focuses on sources of financing, the impact of Medicare reimbursement, and Stark laws against fraud and abuse. View Details

Keywords: Business Ventures; Finance; Health Care and Treatment; Law; Rights; Health Industry

22 Oct 2007
Research & Ideas

Bringing ‘Lean’ Principles to Service Industries

Wipro Technologies, an Indian outsource provider of software services, launches its own lean initiative. "In terms of operations and improvements, the service industries in general are a long way behind manufacturing," Upton... View Details

Keywords: by Julia Hanna; Computer

January 2012 (Revised March 2013)
Case

Ctrip: Scientifically Managing Travel Services

By: David A. Garvin and Nancy Hua Dai

Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure... View Details

Keywords: Scientific Management; Data-driven Management; Management; Expansion; Business Growth and Maturation; Market Entry and Exit; Mathematical Methods; Business Processes; Information Management; Travel Industry; China

September 2004 (Revised October 2005)
Case

Sapient Corporation

By: Rakesh Khurana and Joel Podolny

Describes the start-up, growth, organizational design, and operations over the first 10 years of a professional services firm. Focuses on the creative use of organizational purpose and values as an integral part of strategy and alignment of organizational activities. View Details

Keywords: Business Growth and Maturation; Operations; Knowledge Management; Strategy; Service Industry

April 2015 (Revised June 2020)
Case

Comcast Corporation (A)

By: Sunil Gupta, Henry McGee, Felix Oberholzer-Gee and Margaret L. Rodriguez

In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details

Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry

September 2002 (Revised January 2003)
Case

Intrawest Corporation

By: Frances X. Frei, Daniel Rethazy and Corey B. Hajim

Describes the dilemma surrounding Intrawest's growth strategy for the future. The organization must decide whether to continue its present development tactic or use its expertise to diversify its resort products in terms of location and type or spin off associated... View Details

Keywords: Diversification; Growth and Development Strategy; Accommodations Industry; Tourism Industry

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September 2016
Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado

In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details

Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Retail Industry; Latin America; Chile; Argentina; Colombia; Peru

June 2013
Case

Hess Corporation

By: Jay W. Lorsch and Kathleen Durante

On January 29, 2013, Elliott Management, a hedge fund run by Paul E. Singer, which owned 4.5% of Hess Corporation stock, put forward a slate of five independent directors it wanted elected to improve the company's performance. Elliott argued that Hess lacked focus and... View Details

Keywords: Takeover Attempt; Board; Hess; Governing and Advisory Boards; Organizational Structure; Acquisition; Financial Services Industry; Financial Services Industry

October 2014
Case

CreditEase: Providing Credit and Financial Services for China's Underclass

By: Lena G. Goldberg, Paul Healy and Nancy Hua Dai

In 2013 Ning Tang, who in 2006 founded CreditEase as a broker of P2P loans to unbanked individuals and small businesses in China, confronts the challenges of rapid growth and expansion in a changing regulatory environment. CreditEase needs to develop technology to... View Details

Keywords: P2P Lending; HNW Products And Services; Business Growth; Business Start-ups; Government Regulation; Change Management; Credit; Microcredit; Banking; Innovation And Management; Developing Countries And Economies; Corporate Entrepreneurship; Social Entrepreneurship; Law; Financing and Loans; Change; China

October 2022
Case

Volt Lines: Leading a B2B Service Provider through a Crisis (A)

By: Navid Mojir and Gamze Yucaoglu

Volt Lines was a next-generation transportation service in Istanbul, Turkey. The company was trying to disrupt the traditional corporate transportation market by developing software that allowed it to offer subscription-based transportation. Under the subscription... View Details

Keywords: Business To Business Marketing; B2B Marketing; B2B Pricing; Subscription Model; Crisis Marketing; Startup; Service Management; Information Technology; Transportation; COVID-19 Pandemic; Disruptive Innovation; Digital Platforms; Business Model; Price; Crisis Management; Opportunities; Transportation Industry; Technology Industry; Turkey

October 2005 (Revised September 2006)
Case

Sapient Corporation (Abridged)

By: Rakesh Khurana and Joel Podolny

Describes the start-up, growth, organizational design, and operations over the first 10 years of a professional services firm. Focuses on the creative use of organizational purpose and values as an integral part of strategy and alignment of organizational activities. View Details

Keywords: Leadership; Organizational Culture; Change Management; Human Resources; Entrepreneurship; Growth and Development Strategy; Business Growth and Maturation; Operations; Business Processes; Management Analysis, Tools, and Techniques; Service Industry

November 2000 (Revised May 2002)
Case

Oracle Corporation

By: Frances X. Frei and Hanna Rodriguez-Farrar

Oracle Corp., the world's second-largest independent software company (behind Microsoft) was the world's dominant supplier of database software. Oracle also sold application software, such as the popular enterprise resource planning and customer relationship management... View Details

Keywords: Organizational Change and Adaptation; Internet and the Web; Service Operations; Service Delivery; Applications and Software; Management Teams; Innovation and Invention; Web Services Industry; Web Services Industry

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January 2002 (Revised April 2002)
Case

Space Data Corporation

By: Alan D. MacCormack and Jay Wynn

Space Data Corp. plans to partner with the U.S. National Weather Service to place transceivers on weather balloons and thereby create a national mobile communications network. The company is in the late development stages and is planning to launch a regional test that... View Details

Keywords: Wireless Technology; Business Startups; Business Processes; Adaptation; Partners and Partnerships; Opportunities; Telecommunications Industry; Public Administration Industry; United States

2002
Case

Dell Computer Corporation

By: Vijay Govindarajan and Julie Lang

The world's largest direct-selling computer company grew from its philosophy that customers know what they want and Dell can deliver it through custom assembly of outsourced components. Through a combination of financial and non-financial measures, Dell turned itself... View Details

Keywords: Marketing Strategy; Hardware; Customization and Personalization; Service Industry; Service Industry

2014
Teaching Note

Changhong: Journey to Shared Services (TN)

By: F. Warren McFarlan, Haiyan Zhang and Guo Jia

Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details

Keywords: China; Appliances; Finance ＆ Insurance; China

June 1998 (Revised August 2001)
Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest

Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry

March 2013 (Revised October 2013)
Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri

This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details

Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America

February 2024 (Revised July 2024)
Case

Korea Venture Investment Corporation

By: Paul A. Gompers and Billy Chan

Financial service sector Korea Venture Investment Corporation (KVIC) is the venture capital arm of the Korean government with a founding mission to build a domestic startup ecosystem that would be as competitive as Silicon Valley. KVIC manages a basket of... View Details

Keywords: Entrepreneurship; Society; Investment; Venture Capital; Mission and Purpose; State Ownership; Financial Services Industry; Asia; South Korea

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