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    • Faculty Publications  (58)

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    • All HBS Web  (205)
      • Faculty Publications  (58)

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      • December 2017 (Revised January 2018)
      • Case

      NatureSweet

      By: Jose Alvarez, Forest Reinhardt and Natalie Kindred
      This case describes the business model and workplace philosophy of NatureSweet, a privately owned, vertically integrated greenhouse grower and marketer of fresh tomatoes with sales across the United States and $329 million in 2016 revenues. CEO Bryant Ambelang treated... View Details
      Keywords: NatureSweet; Tomatoes; Agriculture; Greenhouse; Ambelang; Cherry Tomatoes; Incentives; Worker Empowerment; Empowerment; Toyota Production System; Leadership; Branding; Produce; Manufacturing; Organizational Change; Agribusiness; Business Model; Employee Relationship Management; Working Conditions; Organizational Culture; Success; Problems and Challenges; Agriculture and Agribusiness Industry; Manufacturing Industry; United States; Mexico; North America
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      Alvarez, Jose, Forest Reinhardt, and Natalie Kindred. "NatureSweet." Harvard Business School Case 518-002, December 2017. (Revised January 2018.)
      • February 2017 (Revised January 2018)
      • Case

      Womenomics in Japan

      By: Boris Groysberg, Mayuka Yamazaki, Nobuo Sato and David Lane
      This case profiles Prime Minister Shinzo Abe's vigorous attempts to revive Japan's economy, specifically by advocating for a larger role for women in the economy—not as a matter of social policy or gender equity per se, but as an essential element of any solution to... View Details
      Keywords: Gender Equality; Japan; Leadership; Government-business Relations; Shinzo Abe; Economic Growth; Aging Society; Womenomics; Abenomics; Labor Market Discrimination; Workplace Culture; Women And Leadership; Change Management; Leading Change; Gender; Business and Government Relations; Growth and Development; Employment; Working Conditions
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      Groysberg, Boris, Mayuka Yamazaki, Nobuo Sato, and David Lane. "Womenomics in Japan." Harvard Business School Case 417-002, February 2017. (Revised January 2018.)
      • October 2016
      • Case

      Turkasset: Bringing Customer-Centricity to Debt Collection

      By: Dennis Campbell and Gamze Yucaoglu
      In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details
      Keywords: Customer Satisfaction; Customer Experience; Customer Service; Customer-centric; Emerging Market; Customer Focus; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Turkasset; Collections Agency; NPL; Call Center; Financial Services; Borrowing and Debt; Customer Focus and Relationships; Organizational Culture; Operations; Management; Service Operations; Quality; Competitive Advantage; Cost vs Benefits; Financial Services Industry; Turkey
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      Campbell, Dennis, and Gamze Yucaoglu. "Turkasset: Bringing Customer-Centricity to Debt Collection." Harvard Business School Case 117-023, October 2016.
      • May 2016 (Revised September 2016)
      • Case

      Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

      By: Rajiv Lal and Gamze Yucaoglu
      In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details
      Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
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      Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
      • Article

      Can You Cut 'Turn Times' Without Adding Staff?

      By: Ethan Bernstein and Ryan W. Buell
      The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, goes undercover as a service crew member to discover how and whether his employees can speed up cleaning, checking, restocking, and... View Details
      Keywords: Employee Empowerment; Employee Motivation; Turnaround; Service Operations; Employees; Motivation and Incentives; Leadership; Air Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Can You Cut 'Turn Times' Without Adding Staff?" R1604K. Harvard Business Review 94, no. 4 (April 2016): 113–117.
      • February 2016 (Revised February 2020)
      • Teaching Note

      Oberoi Hotels: Train Whistle in the Tiger Reserve

      By: Ryan W. Buell and Ananth Raman
      Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
      Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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      Buell, Ryan W., and Ananth Raman. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Teaching Note 616-044, February 2016. (Revised February 2020.)
      • 2016
      • Book

      Consumers, Corporations, and Public Health: A Case-Based Approach to Sustainable Business

      By: John A. Quelch
      The public health footprint associated with corporate behavior has come under increased scrutiny in the last decade, with an increased expectation that private profit not come at the expense of consumer welfare.

      Consumers, Corporations, and Public... View Details
      Keywords: Consumer; Corporate Culture; Public Health; Consumer Behavior; Marketing Strategy; Corporate Strategy; Health; Innovation and Invention; Innovation and Management; Supply Chain Management; Advertising Industry; Apparel and Accessories Industry; Biotechnology Industry; Communications Industry; Consumer Products Industry; Distribution Industry; Entertainment and Recreation Industry; Food and Beverage Industry; Health Industry; Information Industry; Information Technology Industry; Insurance Industry; Manufacturing Industry; Media and Broadcasting Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; Retail Industry; Technology Industry; Tourism Industry; Transportation Industry; Travel Industry; Asia; Oceania; North and Central America; Middle East; Latin America; Europe
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      Quelch, John A. Consumers, Corporations, and Public Health: A Case-Based Approach to Sustainable Business. New York: Oxford University Press, 2016.
      • February 2015 (Revised February 2017)
      • Case

      Winnan Metal: Fulfilling the Dream

      By: William R. Kerr, Jim Sharpe and James Weber
      Neil Kashyap and Neil Lombardo (HBS '08) acquired Winnan Metal, Inc., a metal fabrication shop, after raising a search fund and an 11 month search to fulfill their dreams of becoming business owners. Two weeks after they took control of the company, Winnan's largest... View Details
      Keywords: Entrepreneurs; Entrepreneurial Management; Turnarounds; Bank Loan; Crisis Management; Financial Analysis; Search Funds; Acquisitions; Financial Capital Needed; Management; Operations Management; Sales; Entrepreneurship; Decision Making; Change Management; Manufacturing Industry; United States; Indiana
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      Kerr, William R., Jim Sharpe, and James Weber. "Winnan Metal: Fulfilling the Dream." Harvard Business School Case 815-104, February 2015. (Revised February 2017.)
      • January 2015 (Revised March 2015)
      • Case

      Oberoi Hotels: Train Whistle in the Tiger Reserve

      By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
      Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
      Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
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      Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
      • January 2015
      • Supplement

      Chorus and Telecom: Building the Boards. An Interview with Sarah Naudé and Matt Stanley

      By: Boris Groysberg and Sarah L. Abbott
      In 2011, Telecom, the largest telecom provider in New Zealand, was being divided into two publicly traded companies. In connection with this split, Sarah Naudé and Matt Stanley worked with the chairman of Telecom, Wayne Boyd, to create two new boards of directors for... View Details
      Keywords: Board Of Directors; Women's Empowerment; Governance; Leadership; Selection and Staffing; Organizational Structure; Decision Making; Human Resources; Diversity; Telecommunications Industry; New Zealand
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      Groysberg, Boris, and Sarah L. Abbott. "Chorus and Telecom: Building the Boards. An Interview with Sarah Naudé and Matt Stanley ." Harvard Business School Video Supplement 415-707, January 2015.
      • June 2014 (Revised March 2017)
      • Teaching Note

      Chorus and Telecom: Building the Boards

      By: Boris Groysberg and Sarah L. Abbott
      In 2011, Telecom, the largest telecom provider in New Zealand, was being divided into two publicly traded companies. In connection with this split, Sarah Naudé and Matt Stanley worked with the chairman of Telecom New Zealand, Wayne Boyd, to create two new boards of... View Details
      Keywords: Board Of Directors; Women's Empowerment; Governance; Leadership; Selection and Staffing; Organizational Structure; Decision Making; Human Resources; Diversity; Telecommunications Industry; New Zealand
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      Groysberg, Boris, and Sarah L. Abbott. "Chorus and Telecom: Building the Boards." Harvard Business School Teaching Note 414-025, June 2014. (Revised March 2017.)
      • November 14, 2013
      • Article

      Public Reporting, Consumerism, and Patient Empowerment

      By: Robert S. Huckman and Mark A. Kelley M.D.
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      Huckman, Robert S., and Mark A. Kelley M.D. "Public Reporting, Consumerism, and Patient Empowerment." New England Journal of Medicine 369, no. 20 (November 14, 2013): 1875–1877.
      • April 2013 (Revised November 2015)
      • Case

      Advanced Leadership Pathways: Gilberto Dimenstein and Community Empowerment in Brazil

      By: Rosabeth Moss Kanter, Alexandre Naghirniac, Ai-Ling Jamila Malone and Daniella Suarez
      In 2011, Gilberto Dimenstein, a well-known Brazilian journalist, created a new model that connected disparate resources to revitalize Sao Paulo. He wanted his model to expand across Brazil and the world. Dimenstein covered many of the social issues facing Brazil as a... View Details
      Keywords: Social Change; Websites; Education; Awareness; Marketing Communication; City Innovation; Leadership; Social Enterprise; Social Entrepreneurship; Web Sites; Marketing; City; Brazil
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      Kanter, Rosabeth Moss, Alexandre Naghirniac, Ai-Ling Jamila Malone, and Daniella Suarez. "Advanced Leadership Pathways: Gilberto Dimenstein and Community Empowerment in Brazil." Harvard Business School Case 313-116, April 2013. (Revised November 2015.)
      • 2013
      • Case

      Advanced Leadership Pathways: Gilberto Dimenstein and Community Empowerment in Brazil (A)

      By: Rosabeth M. Kanter, Alexandre Naghirniac, Ai-Ling Jamila Malone and Daniella Suarez
      In 2011, Gilberto Dimenstein, a well-known Brazilian journalist, created a new model that connected disparate resources to revitalize Sao Paulo. He wanted his model to expand across Brazil and the world. Dimenstein covered many of the social issues facing Brazil as a... View Details
      Keywords: Social Entrepreneurship; Urban Scope; Social Issues; Education; Knowledge Dissemination; Learning; Leading Change; Brazil
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      Kanter, Rosabeth M., Alexandre Naghirniac, Ai-Ling Jamila Malone, and Daniella Suarez. "Advanced Leadership Pathways: Gilberto Dimenstein and Community Empowerment in Brazil (A)." Harvard Business Publishing Case 313-116, 2013. (Harvard Advanced Leadership Initiative.)
      • January 2013 (Revised July 2014)
      • Case

      Chorus and Telecom: Building the Boards (A)

      By: Boris Groysberg and Sarah L. Abbott
      In 2011, Sarah Naudé and Matt Stanley sat down with the chairman of Telecom New Zealand, Wayne Boyd. Telecom, a publicly listed company and the largest telecom provider in New Zealand, was being divided into two publicly traded companies, Chorus, a telecom... View Details
      Keywords: Board Of Directors; Women's Empowerment; Governance; Leadership; Selection and Staffing; Organizational Structure; Decision Making; Human Resources; Diversity; Telecommunications Industry; New Zealand
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      Groysberg, Boris, and Sarah L. Abbott. "Chorus and Telecom: Building the Boards (A)." Harvard Business School Case 413-030, January 2013. (Revised July 2014.)
      • November 2012
      • Case

      Hillary Clinton & Partners: Leading Global Social Change from the U.S. State Department

      By: Rosabeth M. Kanter and Ai-Ling Jamila Malone
      As U.S. Secretary of State, Hillary Rodham Clinton acted on a long-standing interest in public-private partnerships to elevate and activate an Office of Global Partnerships reporting directly to her. One major initiative that also addressed her interest in women's... View Details
      Keywords: Collaboration; Partnerships; Global Collaboration; Innovation; Leadership; Leading Change
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      Kanter, Rosabeth M., and Ai-Ling Jamila Malone. "Hillary Clinton & Partners: Leading Global Social Change from the U.S. State Department." Harvard Business School Case 313-086, November 2012.
      • April 2012
      • Case

      Pret A Manger

      By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
      Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details
      Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
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      Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
      • November 2011
      • Case

      WrapItUp: Developing a New Compensation Plan

      By: W. Earl Sasser Jr. and Rachel Shelton
      A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details
      Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Retail Industry; Food and Beverage Industry; California
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      Sasser, W. Earl, Jr., and Rachel Shelton. "WrapItUp: Developing a New Compensation Plan." Harvard Business School Brief Case 114-362, November 2011.
      • November 2011
      • Teaching Note

      WrapItUp: Developing a New Compensation Plan (Brief Case)

      By: W. Earl Sasser, Jr. and Rachel Shelton
      Teaching Note for Product #4362 View Details
      Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Management; Motivation and Incentives; Compensation and Benefits
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      Sasser,, W. Earl, Jr., and Rachel Shelton. "WrapItUp: Developing a New Compensation Plan (Brief Case)." Harvard Business School Teaching Note 114-364, November 2011.
      • March 2011
      • Case

      Calveta Dining Services, Inc.: A Recipe for Growth?

      By: James L. Heskett and Patricia Girardi
      Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when... View Details
      Keywords: Corporate Vision; Employee Empowerment; Service Management; Family Businesses; Growth Strategy; Family Business; Expansion; Communication; Employee Relationship Management; Service Operations; Organizational Structure; Growth and Development Strategy; Service Industry; Food and Beverage Industry
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      Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth?" Harvard Business School Brief Case 114-261, March 2011.
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