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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
- 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
- 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
- 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
- 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
- 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
- April 1993
- Supplement
Prodigy Services Company (B)
By: Lynn S. Paine
Describes the actions taken by Prodigy executives. View Details
- 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
- December 1992
- Article
New Information Systems Leaders: A Changing Role in a Changing World
By: L. M. Applegate and Joyce J. Elam
- 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
- September 1992
- Article
Activity-based Systems: Measuring the Costs of Resource Usage
By: Robert S. Kaplan and Robin Cooper
- September–October 1992
- Article
Capital Disadvantage: America's Falling Capital Investment System
By: M. E. Porter
- 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
- 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
- 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