Publications
Publications
Show Results For
- All HBS Web
(2,567)
- Faculty Publications (635)
- April 2003
- Teaching Note
Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)
By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
- April 2003
- Tutorial
ABC Pen Factory Tutorial
By: Robert S. Kaplan
To preview this online product, Authorized Faculty can call our customer service department at 1-800-545-7685 or 617-783-7600. Illustrates, via a guided audio tour accompanied by dynamically changing spreadsheets, the role for activity-based cost systems. The numerical... View Details
Keywords: Factories, Labs, and Plants
- March 2003 (Revised October 2003)
- Case
Campbell Soup Company: Transforming for the 21st Century
By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes... View Details
- March 2003
- Background Note
Customer Migration and Customer Types
By: Das Narayandas
Describes the evolution of customer relationships using the price vs. cost-to-serve matrix. View Details
- February 2003 (Revised March 2007)
- Case
Internet Customer Acquisition Strategy at Bankinter
By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem
Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details
- November 2002 (Revised November 2006)
- Case
Tax-Motivated Film Financing at Rexford Studios
By: Mihir A. Desai, Gabriel J. Loeb and Mark Veblen
The head of production for Rexford Studios must analyze the terms and value consequences of an international financing involving a German film fund. The financing involves a sale-leaseback structure where international tax rules give rise to a sizable economic pie that... View Details
- November 2002 (Revised August 2003)
- Case
MedSource Technologies
Considers the issues facing Richard Effress, MedSource's chairman and CEO, as the firm approaches the Precision Cut project--the first test of MedSource's capabilities as an integrated, contract manufacturer in the medical device industry. MedSource Technologies was... View Details
- October 2002 (Revised February 2011)
- Case
Union Corrugating Company (A)
By: Paul W. Marshall and Julia Stevens
Lauri Union graduates from Harvard Business School and takes over her family's steel-corrugated roofing and siding manufacturing firm, which her mother has most recently run. The industry is mature, entry barriers to competitors are low, and the company is over 50... View Details
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
- September 2002 (Revised November 2002)
- Case
Transformation at the IRS
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
- September 2002 (Revised October 2002)
- Case
Corporate Inversions: Stanley Works and the Lure of Tax Havens
By: Mihir A. Desai, James R. Hines, Jr and Mark Veblen
In response to Stanley Work's announcement that it is moving to Bermuda--and the associated jump in market value--a major competitor sets out to determine how the market is valuing the consequences of moving to a tax haven and whether his company should invert to a tax... View Details
- September 2002
- Case
Abercrombie & Kent
By: Frances X. Frei, Brian Corbett, Mark Partin and Daniel Rethazy
Describes Abercrombie & Kent, the outdoor adventure company that has provided services throughout the entire history of the outdoor adventure industry. Provides an opportunity to learn how the company successfully grown into a premier player in the industry by adapting... View Details
- August 2002 (Revised December 2002)
- Case
AOL Europe vs. Freeserve (A)
By: David B. Yoffie and Mary Kwak
AOL Europe must decide how to respond to Freeserve, a free Internet Service Provider (ISP) that has signed up 1.6 million British customers in its first six months. After becoming the leading ISP in the United States, AOL has formed a joint venture with Bertelsmann to... View Details
- August 2002 (Revised February 2018)
- Teaching Note
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan
Teaching Note for 102-043 and 102-072. View Details
- August 2002 (Revised June 2006)
- Case
Great Dakota Bank: Online Banking
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
- July 2002 (Revised January 2003)
- Case
Harrah's Entertainment, Inc: Rewarding Our People
By: Thomas J. DeLong and Vineeta Vijayaraghavan
Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing bonus payout program is effective at motivating employees or whether it should be revised and/or replaced. A recent... View Details
- July 2002 (Revised August 2003)
- Case
Unilever Superannuation Fund vs. Merrill Lynch, The
By: Andre F. Perold and Joshua Musher
In 2001, the Unilever Superannuation Fund sued Merrill Lynch for damages of 130 million British pounds. Over the period 1977 to 1998, the Unilever Fund had significantly underperformed the benchmark, and its trustees contended that the poor returns resulted from... View Details
- June 2002 (Revised July 2002)
- Case
NTT DoCoMo: Marketing i-mode
By: Youngme E. Moon
i-mode is a wireless Internet service offered in Japan by NTT DoCoMo. In just three years, the service has won over 30 million subscribers and achieved a 60% share of Japan's mobile Internet market, making it the most successful mobile data service in the world. It is... View Details
- May 2002
- Case
Mellon Investor Services
By: Thomas J. DeLong
James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the... View Details
- May 2002 (Revised February 2004)
- Case
Innovation at Progressive (A): Pay-As-You-Go Insurance
By: Frances X. Frei and Hanna Rodriguez-Farrar
Consumer auto insurance is a price-sensitive industry in which customers rarely pay a premium to a provider even for additional service features. Progressive spends more on additional service features than its competitors do; consumers don't pay extra for these... View Details