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(7,930)
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- Faculty Publications (4,112)
Show Results For
- All HBS Web
(7,930)
- People (9)
- News (1,436)
- Research (5,749)
- Events (20)
- Multimedia (9)
- Faculty Publications (4,112)
- May 2017 (Revised September 2018)
- Supplement
Hilti Fleet Management (B): Towards a New Business Model
By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer
The (B) case tackles the implementation and scaling process of fleet management over the years. Finally, the case explores current challenges facing the BMI. View Details
Keywords: Hilti; Business Model Innovation; BMI; Fleet Management; Decision-making; Implementation; Power Tools Industry; Europe; Switzerland; Business Model; Restructuring; Transformation; Transition; Customer Value and Value Chain; Customer Focus and Relationships; Construction; Innovation and Invention; Leasing; Strategy; Growth Management; Decision Making; Construction Industry; Switzerland; Liechtenstein; Germany; Austria; Europe; United States; Asia; Brazil; China; Latin America; Africa; Japan; Hong Kong; France; Italy; Spain
Casadesus-Masanell, Ramon, Oliver Gassmann, and Roman Sauer. "Hilti Fleet Management (B): Towards a New Business Model." Harvard Business School Supplement 717-465, May 2017. (Revised September 2018.)
- Article
The Relationship Between Workplace Stressors and Mortality and Health Costs in the United States
By: Joel Goh, Jeffrey Pfeffer and Stefanos A. Zenios
Even though epidemiological evidence links specific workplace stressors to health outcomes, the aggregate contribution of these factors to overall mortality and health spending in the United States is not known. In this paper, we build a model to estimate the excess... View Details
Goh, Joel, Jeffrey Pfeffer, and Stefanos A. Zenios. "The Relationship Between Workplace Stressors and Mortality and Health Costs in the United States." Management Science 62, no. 2 (February 2016): 608–628.
- Program
Real Estate Management Program
Summary In today's increasingly unpredictable, competitive real estate sector, your ability to make the best decisions requires a thorough grasp of how the industry is evolving and how the relationships among design, development,... View Details
- 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
- September 2023
- Article
The Changing Role of Managers
By: Letian Zhang
This study argues that the increase in middle management in recent decades was
accompanied by a major shift in managerial roles. Increased task complexity and a
new management philosophy have reduced the need for direct supervision but generated
a much greater... View Details
Zhang, Letian. "The Changing Role of Managers." American Journal of Sociology 129, no. 2 (September 2023): 439–484.
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- September 2017 (Revised January 2019)
- Case
FJ Management Inc.
By: Lynda M. Applegate and Matthew G. Preble
In late 2015, Crystal Call Maggelet, president and CEO of FJ Management, is working with her investment committee to help set the company’s strategic direction. Maggelet, daughter of the company’s founder, has led FJ Management since 2009 when she stepped in as CEO... View Details
Keywords: Turnaround; Company History; Family Business; Transformation; Volatility; Change Management; Entrepreneurship; Ethics; Moral Sensibility; Values and Beliefs; Cash Flow; Insolvency and Bankruptcy; Financial Liquidity; Financial Management; Governance; Corporate Governance; Governance Controls; Leadership; Leading Change; Crisis Management; Negotiation; Organizational Change and Adaptation; Family Ownership; Business and Stakeholder Relations; Business Strategy; Energy Industry; Travel Industry; Retail Industry; Service Industry; Utah
Applegate, Lynda M., and Matthew G. Preble. "FJ Management Inc." Harvard Business School Case 818-028, September 2017. (Revised January 2019.)
- October 2016 (Revised April 2018)
- Case
JCPenney: Back in Business
By: Elie Ofek, K. Shelette Stewart and Christine Snively
In 2016, JCPenney was in the midst of a multi-year turnaround after coming dangerously close to bankruptcy. Under CEO Marvin Ellison, the company had identified three strategic objectives—a focus on omnichannel, private label goods, and increasing revenue per... View Details
Keywords: Retail; Customer Management; Omnichannel; Turnarounds; Private Label; Promotions; Marketing Strategy; Brands and Branding; Customer Relationship Management; Goals and Objectives; Competition; Retail Industry; United States
Ofek, Elie, K. Shelette Stewart, and Christine Snively. "JCPenney: Back in Business." Harvard Business School Case 517-037, October 2016. (Revised April 2018.)
- February 2019 (Revised July 2019)
- Case
Sales Force Management at Nobel Ilac
By: Doug J. Chung and Gamze Yucaoglu
Nobel Ilac was a Turkish generic pharmaceutical company marketing more than 100 drugs in 20 countries and, as of 2017, had over 2,500 employees worldwide. Nobel had implemented a transformation strategy—more specifically, a customer segmentation plan—whereby the sales... View Details
Keywords: Sales Strategy; Compensation; Employee Retention; Recruiting; Pharmaceuticals; Salesforce Management; Strategy; Organizational Design; Human Resources; Compensation and Benefits; Employees; Retention; Recruitment; Pharmaceutical Industry; Turkey
Chung, Doug J., and Gamze Yucaoglu. "Sales Force Management at Nobel Ilac." Harvard Business School Case 519-067, February 2019. (Revised July 2019.)
- June 2010 (Revised June 2025)
- Case
Managing the Client Portfolio
By: Nitin Nohria and Ashish Nanda
The German country managing partner of a global law firm must decide how to respond to a corporate mandate to restructure its client portfolio. The case enables a discussion of different types of clients in a global professional service firm in terms of relative... View Details
Keywords: Attorney and Client Relationships; Management Style; Corporate Governance; Business Subsidiaries; Business Headquarters; Conflict and Resolution
Nohria, Nitin, and Ashish Nanda. "Managing the Client Portfolio." Harvard Business School Case 410-139, June 2010. (Revised June 2025.)
- October 2010
- Case
CDG: Managing in China's Economic Transformation
By: Roy Y.J. Chua, Shaohui Chen and Lisa Kwan
China Data Group (CDG) is a leading business processes outsourcing company based in Beijing, China. Roc Yang, chairman of CDG, had to confront a dilemma when he discovered that one of his senior managers gave a gift to a potential client in an effort to win a large... View Details
Keywords: Cross-Cultural and Cross-Border Issues; Management Practices and Processes; Emerging Markets; Negotiation Deal; Relationships; Networks; Societal Protocols; China
Chua, Roy Y.J., Shaohui Chen, and Lisa Kwan. "CDG: Managing in China's Economic Transformation." Harvard Business School Case 411-067, October 2010.
- Program
Managing Health Care Delivery
Summary Today's health care organizations need leaders who can respond to the challenge of delivering greater value through a combination of higher quality, lower cost, and broader access. Managing Health Care Delivery will help you... View Details
- June 2001 (Revised May 2002)
- Case
Spir-It, Inc. (B): Managing People
When Jack Sindler founded Spir-it, Inc. in 1934, he was the company's sole employee. By 1999, Sindler's firm more than survived its first 55 years. Employment was up to nearly 200, with facilities in two states and work done in three shifts. The product line--which had... View Details
Keywords: Growth Management; Production; Business Growth and Maturation; Interpersonal Communication; Logistics; Human Resources; Diversity Characteristics; Manufacturing Industry
Spear, Steven J. "Spir-It, Inc. (B): Managing People." Harvard Business School Case 601-091, June 2001. (Revised May 2002.)
- Article
Strategic Management of Product Recovery
Manufacturers of an expanding range of durable products are facing regulatory and market pressures to manage the products they manufactured upon their end of life (EOL). In part, this attention is motivated by a growing number of countries—especially across Europe and... View Details
Keywords: Product; Environmental Sustainability; Cost Management; Government Legislation; Logistics; Risk and Uncertainty; Strategy; Europe; Asia; United States
Toffel, Michael W. "Strategic Management of Product Recovery." California Management Review 46, no. 2 (Winter 2004): 120–141.
- 20 May 2019
- Research & Ideas
Activist CEOs Are Rising Up—and Their Customers Are Listening
When former Starbucks CEO Howard Schultz announced earlier this year he was thinking about running for president of the United States, it wasn’t a new idea. Past CEOs seeking the White House have included Carly Fiorina, Ross Perot, Herman Cain, Steve Forbes, Mitt... View Details
Keywords: by Michael Blanding
- Dec 04 2017
- Testimonial
Master New Skills in Management
- 30 May 2005
- Research & Ideas
Germany’s Pioneering Corporate Managers
Siemens, the Deutsche Bank, Dresdner, Bosch, BASF, and so on, all managed to somehow reconstruct and reinvent themselves after these upheavals. So I intended to write a long-term study about a company or factory with a focus on its View Details
Keywords: by Sean Silverthorne
- April 1999 (Revised March 2000)
- Background Note
Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?
By: Clayton M. Christensen
Describes a methodology for identifying markets for new technologies and for defining the highest value attributes of new products or services. It helps innovators escape the trap of incremental improvements to established product concepts by asking a straightforward... View Details
Christensen, Clayton M. "Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?" Harvard Business School Background Note 699-029, April 1999. (Revised March 2000.)
- September 1995 (Revised December 2018)
- Case
Managing Innovation at Nypro, Inc. (A)
By: Clayton M. Christensen and Rebecca Voorheis
Nypro is the world's leading injection molder of precision plastic parts, operating a global network of 21 plants. Nypro's strategy is for each plant to offer identical capabilities, because its customers are global companies with worldwide sourcing needs. The case... View Details
Keywords: Globalized Firms and Management; Innovation and Management; Operations; Performance Consistency; Manufacturing Industry
Christensen, Clayton M., and Rebecca Voorheis. "Managing Innovation at Nypro, Inc. (A)." Harvard Business School Case 696-061, September 1995. (Revised December 2018.)
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)