Publications

2002
Article

Beyond Customer Loyalty

Keywords: Customer Satisfaction

March 1996
Case

Intuit: The TurboTax/MacInTax Crisis (C)

Keywords: Crisis Management

March 1996
Case

Intuit: The TurboTax/MacInTax Crisis (B)

Keywords: Crisis Management; Information Technology Industry

September 1987 (Revised September 1988)
Background Note

Selecting and Developing People

September 1987
Background Note

Establishing Strategic Direction: Aligning Elements of Strategy

September 1986 (Revised August 1988)
Case

Sepratech Corp. (A)

Keywords: Green Technology Industry

October 1985 (Revised November 1986)
Supplement

CompuServe (E)

Describes events and raises issues subsequent to Charlie McCall's acceptance of the job of CEO at CompuServe. View Details

Keywords: Management Teams; Problems and Challenges; Information Technology Industry

April 2006
Teaching Note

Manchester Bidwell Corporation (TN) (A) and (B)

Teaching Note to (806-111) and (806-112). View Details

Keywords: North and Central America

January 2006 (Revised February 2007)
Case

SuperCat Powerboats (A)

Ryan and David Kratz have formed a new company, under very favorable terms, with a fiberglass boat builder. But at the signing of the agreement for the new company's information, the builder's spouse suggests that the Kratz's share of ownership be reduced from 67% to... View Details

Keywords: Business Startups; Negotiation; Ownership Stake; Consumer Products Industry

April 2004 (Revised May 2005)
Case

ING DIRECT

The CEO of ING Direct (U.S.) has to decide: (1) whether and how to coordinate his organization's branding effort with its parent, ING Group, and (2) how fast to grow the business. Includes color exhibits. View Details

Keywords: Decision Choices and Conditions; Entrepreneurship; Leadership Style; Growth Management; Brands and Branding; Planning; Problems and Challenges; Financial Services Industry; United States

September 2001
Teaching Note

Cinemex TN

Teaching Note for (9-898-108). View Details

Keywords: Entertainment and Recreation Industry; Mexico City

July 2000 (Revised September 2001)
Teaching Note

Cisco Systems: Are You Ready? (A) and (B) TN

Teaching Note for (9-901-002) and (9-901-003). View Details

Keywords: Information Technology Industry; Web Services Industry

January 2000
Teaching Note

NYPD New TN

Teaching Note for (9-396-293). View Details

Keywords: Public Administration Industry

January 1999 (Revised February 2000)
Case

GE: We bring good things to life. (B)

Supplements the (A) case. View Details

January 1999 (Revised February 2000)
Case

GE...We bring good things to life. (A)

Jack Welch and the Corporate Executive Council of General Electric are faced with a decision about whether and how to implement a six-sigma quality-improvement effort in the context of many other initiatives already undertaken at GE in recent years. View Details

Keywords: Change Management; Leadership Style; Six Sigma; Quality; Organizational Change and Adaptation