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      • Faculty Publications  (593)

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      ← Page 26 of 593 Results →
      • 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
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      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
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      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
      Keywords: Strategy; Organizational Structure; System; Mission and Purpose; Human Needs
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      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
      Keywords: System; Production
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      Cooper, Robin, and Robert S. Kaplan. "Topcon Corporation: Production Control System TN." Harvard Business School Teaching Note 195-083, August 1994.
      • August 1994 (Revised May 1999)
      • Teaching Note

      Mitsubishi Kasei Corporation: Product Line Cost System TN

      By: Robin Cooper and Robert S. Kaplan
      Keywords: Cost; System
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      Cooper, Robin, and Robert S. Kaplan. "Mitsubishi Kasei Corporation: Product Line Cost System TN." Harvard Business School Teaching Note 195-067, August 1994. (Revised May 1999.)
      • June 1994 (Revised August 1994)
      • Case

      Cunard Line Ltd.: Managing Integrated Marketing Communications

      By: Stephen A. Greyser
      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
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      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

      By: V. Kasturi Rangan
      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
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      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
      Keywords: Capital Budgeting; System; Investment; Business Ventures; United States
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      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
      Keywords: Management; System; Strategy
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      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
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      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
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      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
      Keywords: System; Leadership; Change
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      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
      Keywords: Information Technology; System; Leadership; Change
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      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
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      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
      Keywords: Measurement and Metrics; System; Cost
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      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
      Keywords: Capital; Investment; System; United States
      Citation
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      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

      By: F. Warren McFarlan
      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
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      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
      Keywords: Fairness; Equality and Inequality; Resource Allocation; Welfare
      Citation
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      Sebenius, James K., Michael Grubb, Antonio Magalhaes, and Susan Subak. "Sharing the Burden. Fair Allocation and Equity." In Confronting Climate Change: Risks, Implications and Responses, edited by Irving Mintzer, 305–322. Cambridge: Cambridge University Press, 1992.
      • 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
      Keywords: Performance Expectations; Complexity; Multinational Firms and Management; Finland
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      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
      Keywords: Multinational Firms and Management; Conflict Management; Complexity; Sweden; Switzerland
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      Simons, Robert L. "ABB: Accountability Times Two (B)." Harvard Business School Supplement 192-142, May 1992. (Revised January 2000.)
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