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- 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.)
- September 1994
- Case
American Airlines: Object Oriented Flight Dispatching Systems
By: F. Warren McFarlan and Espen Andersen
American Airlines Describes has organized and developed their Systems Operation Control (SOC) center in Dallas, from which the day-to-day running of the airline takes place. This case details the decision support system used by the flight dispatchers, and the... View Details
Keywords: Technological Innovation; Product Development; Programs; Complexity; Technology Adoption; Air Transportation; Air Transportation Industry; United States
McFarlan, F. Warren, and Espen Andersen. "American Airlines: Object Oriented Flight Dispatching Systems." Harvard Business School Case 195-046, September 1994.
- 1994
- Chapter
Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery
By: C. A. Bartlett and S. Ghoshal
Bartlett, C. A., and S. Ghoshal. "Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery." In The Relevance of a Decade: Essays to Mark the First Ten Years of the Harvard Business School Press, edited by Paula B. Duffy. Boston, MA: Harvard Business School Press, 1994.
- August 1994
- Teaching Note
Topcon Corporation: Production Control System TN
By: Robin Cooper and Robert S. Kaplan
- August 1994 (Revised May 1999)
- Teaching Note
Mitsubishi Kasei Corporation: Product Line Cost System TN
By: Robin Cooper and Robert S. Kaplan
- June 1994 (Revised August 1994)
- Case
Cunard Line Ltd.: Managing Integrated Marketing Communications
Cunard, the world's oldest luxury line company, is confronted with several key issues involving its marketing and marketing communications strategy. One concerns the balance between image/positioning advertising and short-term-oriented promotional... View Details
Keywords: Advertising Campaigns; Marketing Communications; Marketing Strategy; Product Positioning; Consumer Behavior; Organizational Structure; Identity; Balance and Stability; Shipping Industry
Greyser, Stephen A. "Cunard Line Ltd.: Managing Integrated Marketing Communications." Harvard Business School Case 594-046, June 1994. (Revised August 1994.)
- May 1994
- Background Note
Managing Market Complexity: A Three-Ring Circus
Proposes models of organization that address the various product-market environments posed by the product life cycle. Frames these changes along the two dimensions of uncertainty and diversity. Offers three sets of organizational characteristics to reflect the three... View Details
Keywords: Business Processes; Growth and Development Strategy; Complexity; Organizational Structure; Organizational Culture; Product Marketing; Markets; Product
Rangan, V. Kasturi. "Managing Market Complexity: A Three-Ring Circus." Harvard Business School Background Note 594-119, May 1994.
- Article
Capital Budgeting Systems and Capabilities Investments in U.S. Companies after World War II
By: K. B. Clark and C. Y. Baldwin
Clark, K. B., and C. Y. Baldwin. "Capital Budgeting Systems and Capabilities Investments in U.S. Companies after World War II." Business History Review 68, no. 1 (Spring 1994): 73–109. (Winner of Newcomen-Harvard Award For the best article published each year in the Business History Review.)
- Article
How New Top Managers Use Control Systems as Levers of Strategic Renewal
By: R. Simons
Simons, R. "How New Top Managers Use Control Systems as Levers of Strategic Renewal." Strategic Management Journal 15, no. 3 (March 1994): 169–189.
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- April 1993
- Supplement
Prodigy Services Company (B)
By: Lynn S. Paine
Describes the actions taken by Prodigy executives. View Details
Keywords: Communication Intention and Meaning; Conflict Management; Status and Position; Equality and Inequality
Paine, Lynn S. "Prodigy Services Company (B)." Harvard Business School Supplement 393-127, April 1993.
- January 1993 (Revised February 1994)
- Background Note
New Information Systems Leaders: A Changing Role in a Changing World
By: Lynda M. Applegate and Joyce J. Elam
Applegate, Lynda M., and Joyce J. Elam. "New Information Systems Leaders: A Changing Role in a Changing World." Harvard Business School Background Note 193-092, January 1993. (Revised February 1994.)
- December 1992
- Article
New Information Systems Leaders: A Changing Role in a Changing World
By: L. M. Applegate and Joyce J. Elam
Applegate, L. M., and Joyce J. Elam. "New Information Systems Leaders: A Changing Role in a Changing World." MIS Quarterly 16, no. 4 (December 1992): 469.
- September 1992 (Revised March 1998)
- Case
Japan Confronts an Interdependent World
By: George C. Lodge
Traces the evolution of Japan's economic strategy from 1972 to 1992. Describes the collapse of the Japanese stock market in the spring of 1992, raising the question: Is this the end of Japan's miraculous growth? To help students consider that question, the case... View Details
Keywords: Policy; Financial Markets; Information Technology; System Shocks; Borrowing and Debt; Financial Crisis; Government and Politics; Growth and Development; Situation or Environment; Japan; United States
Lodge, George C. "Japan Confronts an Interdependent World." Harvard Business School Case 793-034, September 1992. (Revised March 1998.)
- September 1992
- Article
Activity-based Systems: Measuring the Costs of Resource Usage
By: Robert S. Kaplan and Robin Cooper
Kaplan, Robert S., and Robin Cooper. "Activity-based Systems: Measuring the Costs of Resource Usage." Accounting Horizons (September 1992): 1–13.
- September–October 1992
- Article
Capital Disadvantage: America's Falling Capital Investment System
By: M. E. Porter
Porter, M. E. "Capital Disadvantage: America's Falling Capital Investment System." Harvard Business Review 70, no. 5 (September–October 1992).
- June 1992 (Revised March 2006)
- Case
Concordia Casting Company
Describes five years of development in a centralized data processing activity serving a highly decentralized corporation. Data processing manager discovers that a major software system conversion is a full year behind schedule, and subsequently makes several managerial... View Details
Keywords: Analytics and Data Science; Applications and Software; System; Information Technology; Change Management; Organizational Change and Adaptation; Leadership Style; Leading Change; Human Resources; Conflict and Resolution; Supply Chain Management; Accounting; Auto Industry
McFarlan, F. Warren. "Concordia Casting Company." Harvard Business School Case 192-151, June 1992. (Revised March 2006.)
- 1992
- Chapter
Sharing the Burden. Fair Allocation and Equity
By: James K. Sebenius, Michael Grubb, Antonio Magalhaes and Susan Subak
- May 1992 (Revised January 2000)
- Supplement
ABB: Accountability Times Two (A)
By: Robert L. Simons
Describes the complexity of setting and reconciling performance targets in a global, matrix company. The president of the Finnish industry and rail transport company has received targets from two bosses--his regional superior and his business area superior. Each has... View Details
Simons, Robert L. "ABB: Accountability Times Two (A)." Harvard Business School Supplement 192-141, May 1992. (Revised January 2000.)
- May 1992 (Revised January 2000)
- Supplement
ABB: Accountability Times Two (B)
By: Robert L. Simons
Describes internal allocation conflicts in a complex global company structured as a matrix organization. ABB Switzerland has secured and will build an important power station project; however, internal market allocation policies dictate that this work be handled by ABB... View Details
Simons, Robert L. "ABB: Accountability Times Two (B)." Harvard Business School Supplement 192-142, May 1992. (Revised January 2000.)