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Publications
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- February 2007 (Revised February 2007)
- Case
Wikipedia (A)
By: Karim R. Lakhani and Andrew P. McAfee
Wikipedia has emerged as a robust model for content production by volunteers working asynchronously on the Internet with a unconventional model for distributed decision making. The "Articles for Deletion" process in Wikipedia provides unique insight into the inner... View Details
- September 2006
- Teaching Note
OfficeTiger (TN)
Teaching Note to (804-109). View Details
- September 2006 (Revised December 2006)
- Case
Arizona Department of Public Health: The Challenges of Preparing for a Public Health Emergency
By: Lynda M. Applegate, Ajay Vinze, T. S. Raghu and Minu Ipe
In the post-9/11 era information technology enablement for emergency preparedness and response have taken on increased significance. Public health organizations like ADHS play a critical role in any statewide preparation for large scale emergencies. With issues like... View Details
- August 2006
- Case
Dreyer's Slow Churned(TM) Ice Cream
By: Noel H. Watson, Steven C. Wheelwright and Brian DeLacey
Examines capacity forecasting and planning in a complex new product introduction scenario. The introduction at Dreyer's, a large dairy snack manufacturer, involves not only a new product but a new manufacturing process and product package, thus implying a significant... View Details
- August 2006 (Revised March 2008)
- Case
iPod vs. Cell Phone: A Mobile Music Revolution?
By: David B. Yoffie, Travis D. Merrill and Michael Slind
In 2006, a nascent market for music-enabled mobile phones was emerging to challenge Apple Computer's dominant position in the digital music industry. Through its iPod line of portable digital music devices and its iTunes Music Store, Apple controlled more than half of... View Details
- March 2006 (Revised February 2007)
- Case
Massive Incorporated (A)
By: Joseph B. Lassiter III, Clark Gilbert and Victoria Winston
How do you go to market with a brand new product in a new industry? How does a business develop an opportunity and then adapt its strategy to ensure success? Who are the early adopters and how does a business work with them? Katherine Hays, chief operating office at... View Details
- August 2005 (Revised April 2006)
- Case
Kemps LLC: Introducing Time-Driven ABC
By: Robert S. Kaplan
Kemps is making a strategy shift: from being focused on fulfilling customer requests to becoming the best cost dairy producer in the industry. Its existing manufacturing cost system, however, fails to capture the costs associated with handling special flavors, small... View Details
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
- April 2005 (Revised August 2012)
- Supplement
MedCath Corporation (B)
By: Regina E. Herzlinger and Louisa Neissa
Supplements the (A) case. A rewritten version of an earlier case. View Details
- January 2005 (Revised June 2005)
- Case
Zipcar: Influencing Customer Behavior
By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who... View Details
- November 2004 (Revised September 2007)
- Case
The Mitchell Family and Mitchells/Richards
By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details
- October 2004 (Revised May 2006)
- Case
Transforming Singapore's Public Libraries (Abridged)
By: Lynda M. Applegate and Roger H. Hallowell
The Singapore Public Library system was transformed from being mediocre at best to world class using information technology, progressive human-resources management, and marketing approaches unusual for government agencies. View Details
- September 2004 (Revised December 2004)
- Case
Metso Paper: Globalization of Finnish Metal Workshops
By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen
Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details
- July 2004 (Revised January 2005)
- Case
Shouldice Hospital Limited (Abridged)
By: James L. Heskett and Roger H. Hallowell
A hospital specializing in hernia operations is considering whether and how to expand the reach of its services. View Details
- 2004
- Book
Introduction to e-Commerce
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
- May 2004
- Article
Environmental Implications of Wireless Technologies: News Delivery and Business Meetings
By: Michael W. Toffel and Arpad Horvath
- March 2004 (Revised June 2010)
- Case
Akamai Technologies
By: Benjamin Edelman, Thomas R. Eisenmann and Eric J. Van den Steen
As the leading content delivery network, Akamai helps Internet companies deliver Web site content to end users with fewer delays and lower costs. Describes the strategic management challenges facing Akamai in early 2004. The company is poised to offer its next... View Details
- March 2004 (Revised April 2005)
- Case
Midwest Office Products
By: Robert S. Kaplan
Presents an easy introduction to time-driven activity-based costing (ABC) that allows students to build a simple ABC model of order profitability. Midwest's time-driven ABC approach is based on two categories of parameter estimates. The first is the cost per hour of... View Details