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      • September 1996 (Revised June 1997)
      • Case

      QVC, Inc.

      By: Jeffrey F. Rayport
      Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details
      Keywords: Customer Relationship Management; Service Delivery; Retail Industry; United States
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      Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
      • September 1996 (Revised April 1998)
      • Case

      Mobil USM&R (B): New England Sales and Distribution

      By: Robert S. Kaplan
      The general manager of a local gasoline/distillate sales and distribution business unit must communicate a new strategy to the unit's 300 employees. An initial strategic planning exercise identified a high-priority list of opportunities that blended the parent... View Details
      Keywords: Balanced Scorecard; Adoption; Strategic Planning; Customization and Personalization; Management Practices and Processes; Growth and Development Strategy; Measurement and Metrics; Motivation and Incentives; Performance Evaluation; Energy Industry; Mining Industry; United States
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      Kaplan, Robert S. "Mobil USM&R (B): New England Sales and Distribution." Harvard Business School Case 197-026, September 1996. (Revised April 1998.)
      • September 1996 (Revised May 1997)
      • Case

      Mobil USM&R (C): Lubricants Business Unit

      By: Robert S. Kaplan
      The general manager of a Lubricants Business Unit in Mobil's U.S. Marketing and Refining division launched a project to develop a Balanced Scorecard (BSC) for his unit. The purpose was to provide focus for all employees of the unit, enabling it to operate on an... View Details
      Keywords: Balanced Scorecard; Employees; Customization and Personalization; Performance Evaluation; Measurement and Metrics; Management Teams; Projects; Energy Industry; Mining Industry; United States
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      Kaplan, Robert S. "Mobil USM&R (C): Lubricants Business Unit." Harvard Business School Case 197-027, September 1996. (Revised May 1997.)
      • August 1996 (Revised November 2000)
      • Case

      Hewlett-Packard Co.'s Home Products Division in Europe (A)

      By: Michael Y. Yoshino and Carin-Isabel Knoop
      In 1995, Hewlett-Packard Home Products Division (HPD) has the assignment to make Hewlett-Packard the third major home PC player worldwide. With the U.S. launch imminent, the HPD team has to decide how to enter the European market. View Details
      Keywords: Decisions; Globalization; Product Launch; Market Entry and Exit; Competition; Information Technology; Technology Industry; Europe; United States
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      Yoshino, Michael Y., and Carin-Isabel Knoop. "Hewlett-Packard Co.'s Home Products Division in Europe (A)." Harvard Business School Case 397-001, August 1996. (Revised November 2000.)
      • August 1996 (Revised December 1996)
      • Case

      Veraguas (A): System of Poverty

      By: George C. Lodge
      Keywords: Poverty; Change Management; Development Economics; Panama
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      Lodge, George C. "Veraguas (A): System of Poverty." Harvard Business School Case 797-005, August 1996. (Revised December 1996.)
      • August 1996 (Revised December 1996)
      • Case

      Veraguas (B): Engine of Change

      By: George C. Lodge
      Keywords: Change Management; Developing Countries and Economies; Development Economics; Panama
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      Lodge, George C. "Veraguas (B): Engine of Change." Harvard Business School Case 797-006, August 1996. (Revised December 1996.)
      • 1996
      • Book

      Leading Change

      By: J. P. Kotter
      Keywords: Leading Change; Boston
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      Kotter, J. P. Leading Change. Boston: Harvard Business School Press, 1996.
      • July 1996 (Revised January 1997)
      • Case

      Northwest Airlines: Strategic Alliance and Strategic Position--May 1996

      By: Leonard A. Schlesinger and Davis Dyer
      Describes the strategic position of Northwest Airlines in 1996 and discusses its financial rebound and changes and improvements since the 1993 restructuring agreement. Describes the company's new strategy and its management of principal strategic assets, focusing at... View Details
      Keywords: Air Transportation; Restructuring; Alliances; Competitive Strategy; Government Administration; Cooperation; Business Strategy; Air Transportation Industry; United States; Netherlands
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      Schlesinger, Leonard A., and Davis Dyer. "Northwest Airlines: Strategic Alliance and Strategic Position--May 1996." Harvard Business School Case 897-034, July 1996. (Revised January 1997.)
      • July 1996 (Revised January 1997)
      • Case

      Northwest Airlines: Brush with Bankruptcy (A)--November 1992

      By: Leonard A. Schlesinger and Davis Dyer
      Deals with Northwest's financial crisis between the fall of 1992 and the following spring. Northwest's leaders face the problem of how to meet an impending $600 million payment on the 1989 LBO loan when the airline had run out of cash. Concludes by outlining options... View Details
      Keywords: Air Transportation; Restructuring; Leveraged Buyouts; Crisis Management; Insolvency and Bankruptcy; Financial Strategy; Financial Crisis; Air Transportation Industry; United States
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      Schlesinger, Leonard A., and Davis Dyer. "Northwest Airlines: Brush with Bankruptcy (A)--November 1992." Harvard Business School Case 897-030, July 1996. (Revised January 1997.)
      • July 1996
      • Article

      Competitiveness in Central America

      By: M. E. Porter
      Keywords: Competition; North and Central America
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      Porter, M. E. "Competitiveness in Central America." Competitiveness in Central America: Preparing Companies for Globalization (July 1996).
      • July 1996
      • Article

      Executive Succession, Strategic Reorientation and Performance Growth: A Longitudinal Study in the U.S. Cement Industry in Stable Environments

      By: Michael Tushman and L. Rosenkopf
      Keywords: Management; Strategy; Performance; Growth and Development; Information; Balance and Stability; Construction Industry; United States
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      Tushman, Michael, and L. Rosenkopf. "Executive Succession, Strategic Reorientation and Performance Growth: A Longitudinal Study in the U.S. Cement Industry in Stable Environments." Management Science 42, no. 7 (July 1996): 939–953.
      • Article

      U.S. Multinationals in British Manufacturing before 1962

      By: G. Jones and Frances Bostock
      This article presents a new database on U.S. multinationals active in British manufacturing between 1907 and 1962. Britain was the largest European host economy for U.S. direct investment in manufacturing and the second largest host worldwide. This article identifies... View Details
      Keywords: Production; Trade; Foreign Direct Investment; Research and Development; Business Subsidiaries; Policy; Investment; Manufacturing Industry; United States; Great Britain
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      Jones, G., and Frances Bostock. "U.S. Multinationals in British Manufacturing before 1962." Business History Review 70, no. 2 (Summer 1996): 207–256.
      • June 1996 (Revised July 2004)
      • Case

      Enron Development Corporation: The Dabhol Power Project in Maharashtra, India (C)

      By: Krishna G. Palepu, V. Kasturi Rangan and Sarayu Srinivasan
      Discusses the resolution of the canceled power project in Maharashtra. The contract between the American gas giant and Indian state government is renegotiated. View Details
      Keywords: Negotiation Deal; Infrastructure; Outcome or Result; Performance Effectiveness; Energy Industry; United States
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      Palepu, Krishna G., V. Kasturi Rangan, and Sarayu Srinivasan. "Enron Development Corporation: The Dabhol Power Project in Maharashtra, India (C)." Harvard Business School Case 596-101, June 1996. (Revised July 2004.)
      • June 1996 (Revised January 1999)
      • Case

      XcelleNet, Inc. (A)

      By: Stephen P. Bradley, Richard L. Nolan and James Leonard
      XcelleNet, a $35 million system software company based in Atlanta, was founded in 1986 to address the computing needs of a class of remote and mobile users and data that were rarely connected to a network. Though the clear first mover and leader in the remote... View Details
      Keywords: Technological Innovation; Opportunities; Competitive Strategy; Competitive Advantage; Technology Networks; Computer Industry; Atlanta
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      Bradley, Stephen P., Richard L. Nolan, and James Leonard. "XcelleNet, Inc. (A)." Harvard Business School Case 796-189, June 1996. (Revised January 1999.)
      • June 1996 (Revised May 1998)
      • Teaching Note

      Negotiating the Right to Know: Rhone-Poulenc and Manchester, Texas (A-1), (A-2), and (B) TN

      By: Michael A. Wheeler and Andrea L Strimling
      Teaching Note for (9-895-062), (9-895-063), and (9-898-258). View Details
      Keywords: Chemical Industry; United States
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      Wheeler, Michael A., and Andrea L Strimling. "Negotiating the Right to Know: Rhone-Poulenc and Manchester, Texas (A-1), (A-2), and (B) TN." Harvard Business School Teaching Note 396-417, June 1996. (Revised May 1998.)
      • June 1996
      • Teaching Note

      503 Cricket Road (TN)

      By: William J. Poorvu
      Teaching Note for (9-396-001). View Details
      Keywords: Real Estate Industry; United States
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      Poorvu, William J. "503 Cricket Road (TN)." Harvard Business School Teaching Note 396-381, June 1996.
      • June 1996
      • Supplement

      National Information Infrastructure (B): A Comparison of Public Policy in Japan and the United States, Supplement

      By: George C. Lodge and Afroze A Mohammed
      Keywords: Policy; Government and Politics; Japan; United States
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      Lodge, George C., and Afroze A Mohammed. "National Information Infrastructure (B): A Comparison of Public Policy in Japan and the United States, Supplement." Harvard Business School Supplement 396-410, June 1996.
      • 1996
      • Chapter

      American and Japanese Corporate Governance: Converging to Best Practice?

      By: W. C. Kester
      Keywords: Corporate Governance; United States; Japan
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      Kester, W. C. "American and Japanese Corporate Governance: Converging to Best Practice?" In National Diversity and Global Capitalism, edited by S. Berger and R. Dore. Ithaca, NY: Cornell University Press, 1996.
      • May 1996
      • Teaching Note

      Partners HealthCare System, Inc. (A) TN

      By: Gary P. Pisano
      Teaching Note for (9-696-062). View Details
      Keywords: Health Industry; Massachusetts
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      Pisano, Gary P. "Partners HealthCare System, Inc. (A) TN." Harvard Business School Teaching Note 696-105, May 1996.
      • May 1996
      • Teaching Note

      Partners HealthCare System, Inc. (B): Cardiac Care Improvement TN

      By: Gary P. Pisano
      Teaching Note for (9-696-063). View Details
      Keywords: Health Industry; Massachusetts
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      Pisano, Gary P. "Partners HealthCare System, Inc. (B): Cardiac Care Improvement TN." Harvard Business School Teaching Note 696-109, May 1996.
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