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  • February 2000 (Revised February 2002)
  • Case

Owens & Minor, Inc. (A)

By: V.G. Narayanan and Lisa Brem
A forward-thinking manager at Owens & Minor (O&M), a large national medical and surgical distribution company, enlisted the help of both logistics and cost managers to develop an innovative pricing schedule based on the customer's activities instead of the price of the... View Details
Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Customer Relationship Management; Medical Devices and Supplies Industry; Distribution Industry
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  • June 2015 (Revised February 2017)
  • Case

Uber and Stakeholders: Managing a New Way of Riding

By: Rosabeth Moss Kanter and Daniel Fox
By 2015, technological innovations—the smartphone and the advanced data connectivity that enabled it—created new opportunities for people to move around cities quickly and conveniently without owning a car, via car-sharing services like Zipcar or new ride-sharing... View Details
Keywords: Uber; Ride-sharing; Sharing Economy; Transportation Network Company; Leadership And Change Management; Stakeholder Management; Managing Change; Leadership; Regulation; Smartphones; Web-enabled Application; Disruptive Technology; Startup Management; Entrepreneurship; Business and Stakeholder Relations; Transportation; Mobile Technology; Transportation Industry; Technology Industry
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  • 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
Keywords: Customer Focus and Relationships; Entrepreneurship; Growth and Development Strategy; Marketing Strategy; Product Marketing; Industry Structures; Production; Supply Chain Management; Competition; Competitive Strategy; Consumer Products Industry; Food and Beverage Industry; United States
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    James L. Heskett

    James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

    • 07 Nov 2014
    • Video

    FIELD 2: DASH Days

    • February 2018 (Revised March 2018)
    • Case

    Artificial Intelligence and the Machine Learning Revolution in Finance: Cogent Labs and the Google Cloud Platform (GCP)

    By: Lauren Cohen, Christopher Malloy and William Powley
    This case examines the intersection of two firms (Cogent Labs—a machine learning software firm in Tokyo; and Google, the technology infrastructure giant) attempting to exploit the benefits of artificial intelligence and machine learning in the financial services... View Details
    Keywords: Technological Innovation; Finance; Growth and Development Strategy; Business Model; Applications and Software; Infrastructure; Financial Services Industry; Financial Services Industry
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    • October 2006 (Revised October 2007)
    • Case

    Information Technology and Innovation at Shinsei Bank

    Shinsei Bank was rebuilt from the ashes of a failed predecessor, and pioneered new levels of customer service in retail banking in Japan. The bank's information technology, however, was vestigial at best and not well suited to the new service models Shinsei was... View Details
    Keywords: Information Technology; Banks and Banking; Innovation and Invention; Banking Industry; Japan
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    • December 2022
    • Technical Note

    Risks and Opportunities from the Transition to a Low Carbon Economy: A Business Analysis Framework

    By: George Serafeim
    The transition to a low carbon economy introduces many risks and opportunities for businesses. Risks emerge from regulatory actions, such as carbon taxes and cap and trade systems, technological innovation that develop alternatives for customers making existing... View Details
    Keywords: Risk Assessment; Opportunities; Environmental Sustainability; Carbon Footprint; Risk Management; Competitive Dynamics; Business Analysis; Climate Change; Accounting; Finance; Valuation; Business and Shareholder Relations; Technological Innovation; Transition; Product Positioning; Renewable Energy; Analysis
    Related
    • September 2000 (Revised April 2001)
    • Case

    Kana Communications

    Kana is a young Internet software company wondering how it should react to the rapid emergence of Application Service Providers (ASPs), firms that host software applications for customers who can reach those via the Internet. ASPs may be a new channel of distribution... View Details
    Keywords: Change Management; Internet and the Web; Applications and Software; Distribution Channels; Web Services Industry
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    • 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
    Keywords: Price; Marketing; Marketing Channels; Market Entry and Exit; Market Participation; Success; Competition; Internet and the Web; Technology Adoption; Mobile and Wireless Technology; Telecommunications Industry; Japan
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    • April 2018
    • Teaching Note

    InsideSales.com (A) and (B)

    By: Frank Cespedes
    Teaching Note for HBS Nos. 817-018 and 817-042. InsideSales.com (ISC) has been successful selling its software to small- and medium-sized businesses (SMB). But for various reasons, the founders see “the next stage of growth” as building a scalable sales and service... View Details
    Keywords: Corporate Entrepreneurship; Organizational Change and Adaptation; Organizational Design; Customer Relationship Management; Growth Management; Marketing Strategy; Salesforce Management; Talent and Talent Management; Technology Industry
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    • November 1997 (Revised December 1999)
    • Case

    Cinemex

    By: James L. Heskett
    The founders of Cinemex, the largest capitalized venture start-up in Mexican history, are debating several issues concerning the operations of their new chain of motion picture theatres in Mexico City. The first concerns whether some seats should be left unsold to... View Details
    Keywords: Business Startups; Service Operations; Debates; Venture Capital; Customer Satisfaction; Advertising; Investment; Theater Entertainment; Entertainment and Recreation Industry; Mexico City
    Related
    • November 2016 (Revised October 2018)
    • Case

    Formlabs: Selling a New 3D Printer

    By: Frank V. Cespedes, Olivia Hull and Amram Migdal
    Headquartered in Somerville, Massachusetts, Formlabs manufactures 3D printers used to print everything from prototypes and models to jewelry, dental, and sculpture molds. As Formlabs prepares to ship its latest model, the Form 2, Head of Customer Development and... View Details
    Keywords: 3D Printing And Manufacturing; Sales Channel Development; Sales Strategy; Entrepreneurial Management; Product Engineering; Prototype; Prototyping; Entrepreneurship; Product Launch; Information Infrastructure; Business Startups; Customers; Technological Innovation; Growth and Development Strategy; Technology Adoption; Marketing Channels; Marketing Strategy; Product Positioning; Demand and Consumers; Sales; Salesforce Management; Technology Industry; Computer Industry; Manufacturing Industry; United States; Massachusetts; Europe; Asia
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    • 11 Jun 2012
    • Research & Ideas

    When Business Competition Harms Society

    Rather than operating its own testing facilities, New York outsources its emissions testing program to the private sector—to service stations, garages, and dealerships—but mandates they charge customers the... View Details
    Keywords: by Carmen Nobel; Auto
    • November 2001
    • Case

    Sigma Networks, Inc.

    By: Thomas R. Eisenmann and Christina L. Darwall
    Sigma Networks, a venture capital-based telecommunications start-up, provides metropolitan area networks (MANs) that use fiberoptic lines to connect local Internet service providers (e.g., ISPs, hosting firms) with a long-haul ("backbone") network. MANs represent a... View Details
    Keywords: Business Startups; Customers; Capital Budgeting; Venture Capital; Strategic Planning; Technology Networks; Telecommunications Industry
    Related
    • February 2001
    • Case

    PlanetFeedback: The Voice of One ... The Power of Many (A)

    By: James L. Heskett
    The management of PlanetFeedback in proposes a merger with Intelliseek. Their goal is to create a comprehensive C2B and B2B business focused on the generation and analysis for business clients of consumer feedback data via the Internet, Planet Feedback's board of... View Details
    Keywords: Mergers and Acquisitions; Decisions; Information Management; Analytics and Data Science; Business Strategy; Internet and the Web; Information Technology Industry
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    • April 2000
    • Case

    Financing of Project Achieve, The (A)

    By: Mihir A. Desai
    An entrepreneur is forced to analyze the tradeoffs between different equity providers through a detailed analysis of venture financing terms and cash flow forecasts. The founder of a Web-based IMS for schools must negotiate a term sheet, determine funding needs, value... View Details
    Keywords: Business Startups; Forecasting and Prediction; Venture Capital; Cash Flow; Equity; Negotiation Deal; Valuation
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    • Article

    How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

    In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
    Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Service Industry; Service Industry
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    • 10 Jan 2024
    • Research & Ideas

    Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

    brought along by the pandemic have ushered in changes to the informal customs around who gets tips and how much, according to Jill Avery, senior lecturer of business administration and the Christensen Distinguished Management Educator at... View Details
    Keywords: by Anna Lamb, Harvard Gazette
    • September 2003
    • Case

    Growing Up in China: The Financing of BabyCare Ltd.

    By: Mihir A. Desai and Mark Veblen
    The CFO of this infant nutritional products company must choose among competing financing offers. The interplay of Chinese legal and customs restrictions and venture capitalists' bargaining techniques challenge the CFO to navigate a tricky negotiation and to devise a... View Details
    Keywords: Venture Capital; Working Capital; Emerging Markets; Entrepreneurship; Business Startups; China
    Related