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(1,813)
- Faculty Publications (450)
- July 1991 (Revised May 1993)
- Case
Fairfield Inn (B)
By: James L. Heskett
The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,... View Details
- April 1991 (Revised January 1997)
- Case
Beatrice Companies--1985
By: David J. Collis
Describes the history of Beatrice Companies from its beginning as a dairy in 1891 to 1985, when the company was a $12 billion conglomerate. Focuses on the corporate strategies that Beatrice followed under each of its CEOs and concentrates on the company's strategic... View Details
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
- October 1990
- Case
Caldwell Partners International, Inc.
- May 1990
- Teaching Note
Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note
- April 1990
- Case
Nestle Alimentana S.A. -- Infant Formula (Abridged)
By: James E. Austin
The new vice president of infant and dietetic products of Nestle Alimentana S.A. has to make recommendations on the company's marketing programs for its infant formulas in developing countries. The U.S. subsidiary is currently the target of a consumer boycott because... View Details
- Article
Measuring the Effectiveness of Competition in Defense Procurement: A Survey of the Empirical Literature
By: James J. Anton and Dennis A. Yao
This article surveys the literature that has attempted to measure competition's effects on defense procurement. The focus is on conceptual underpinnings of models rather than technical aspects of estimation procedures. While providing valuable insight, the models are... View Details
- June 1989 (Revised May 1993)
- Case
Fairfield Inn (A)
By: James L. Heskett
The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to... View Details
- January 1989
- Background Note
Managing Information Technology: Organization and Leadership
By: James I. Cash Jr. and Thomas H. Davenport
Describes the organizational components of the typical IT organization in a large corporation. Points out common problems and issues for each component of the organization. Also addresses the leadership issues for the IT function, and focuses specifically on the Chief... View Details
- January 1989 (Revised March 1991)
- Case
General Electric Canada: Designing a New Organization
By: Lynda M. Applegate and James I. Cash Jr.
General Electric Canada used sociotechnical design techniques to restructure its financial, administrative, facilities, and information technology service from a decentralized, hierarchical organization to a centralized organization composed of self-managing,... View Details
- June 1988
- Supplement
General Electric Co.: Jack Welch Question and Answer Session, October 28, 1987, Video
By: James L. Heskett
Jack Welch updates an MBA class on events which have taken place since 1984. Answers questions about his job and the task of leading a global company. View Details
- November 1987 (Revised June 1988)
- Case
ServiceMaster Industries, Inc.
By: James L. Heskett
The CEO of ServiceMaster Industries has convened an internal task force to come up with ideas for reorganizing the company to accommodate unusually fast growth. In developing both alternatives and criteria for appraising them, the task force has to keep in mind the... View Details
- October 1987 (Revised March 1991)
- Case
Colgate-Palmolive (A): Company In Transition
By: James L. Heskett
- September 1987
- Background Note
Organizing Effort: Aligning Organization and Other Elements of Strategy
By: James L. Heskett