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December 2020 (Revised January 2022)
Supplement

Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (B)

By: Linda A. Hill and Emily Tedards

In 2011, Michael Ku became Pfizer’s Vice President of Global Clinical Supply (GCS) after the company had undergone three large-scale mergers and acquisitions. As Ku and his new leadership team set out to build a proactive, end-to-end, digital and physical clinical... View Details

Keywords: Digital Technology; Customer-centricity; Innovation; Customer Focus; Talent; Talent Management; Leadership; Innovation and Invention; Transformation; Organizational Culture; Customer Focus and Relationships; Change Management; Talent and Talent Management; Supply Chain; Mission and Purpose

December 2020 (Revised June 2021)
Case

France Télécom (A): A Challenging Restructuring

By: Cynthia A. Montgomery and Ashley V. Whillans

These cases explore the impacts of industry shocks, resulting corporate actions that had a devastating impact on employees, and the legal conviction of corporate leaders for “institutional harassment."

This case series follows the evolution of France... View Details

October 1986 (Revised July 2010)
Case

Karen Leary (A)

By: Linda A. Hill

Describes the evolution of the working relationship of Karen Leary, a new manager of a Merrill Lynch retail branch, and Ted Chung, a new financial consultant in the branch. Leary has some concerns about her working relationship with Chung and with his performance.... View Details

Keywords: Management Style; Employee Relationship Management; Decision Choices and Conditions; Personal Development and Career; Performance Evaluation; Diversity; Financial Services Industry

June 2024 (Revised August 2024)
Case

Hospital for Special Surgery: Returning to a New Normal? (A)

By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory

Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details

Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States

July 2024 (Revised May 2025)
Teaching Note

Leading Culture Change at Microsoft Western Europe

By: Amy C. Edmondson and Catherine Huang

This teaching plan is designed to be used in conjunction with the case study “Leading Culture Change at Microsoft Western Europe,” HBS No. 624-096, to help faculty deepen student understanding of psychological safety and organizational culture transformation through... View Details

Keywords: Culture Change; General Management; Psychological Safety; Leadership; Transformation; Organizational Culture; Problems and Challenges; Groups and Teams; Business or Company Management; Technology Industry; Europe

September 2023
Case

The Meteoric Rise of Skims

By: Ayelet Israeli, Jill Avery and Leonard A. Schlesinger

Since its founding in 2019 by Kim Kardashian and Jens Grede, Skims, a solutions-oriented brand creating the next generation of underwear, loungewear, and shapewear with an eye toward body-type and skin-tone inclusivity, has experienced a meteoric rise. Kardashian, who... View Details

August 2017 (Revised May 2019)
Case

Hilti (A): Fleet Management?

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

This case explores the strategic decision-making process of premium power tools manufacturer Hilti in 1999, when the company was considering implementing a fleet management system in the construction industry. Fleet management would involve a shift from selling power... View Details

March 2011
Case

Calveta Dining Services, Inc.: A Recipe for Growth?

By: James L. Heskett and Patricia Girardi

Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when... View Details

Keywords: Corporate Vision; Employee Empowerment; Service Management; Family Businesses; Growth Strategy; Family Business; Expansion; Communication; Employee Relationship Management; Service Operations; Organizational Structure; Growth and Development Strategy; Service Industry; Food and Beverage Industry

Article

Diversity and Team Performance in a Kenyan Organization

By: Benjamin Marx, Vincent Pons and Tavneet Suri

We present the results from a field experiment on team diversity. Individuals working as door-to-door canvassers for a non-profit organization were randomly assigned a teammate, a supervisor, and a list of individuals to canvass. This created random variation within... View Details

Keywords: Ethnic Diversity; Organizational Behavior; Labor Management; Groups and Teams; Diversity; Performance

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2015
Other Teaching and Training Material

Marketing Reading: Digital Marketing

By: Sunil Gupta and Joseph Davin

Digital technology has changed how consumers search for information, interact with each other, and buy products. The popularization of these technologies has made it possible for companies to have a better understanding of their customers' decision journey and... View Details

Keywords: Advertising; Buzz Marketing; Internet Marketing; Marketing; Marketing Management; Social Media; Social Networks; Viral Marketing; Word-of-mouth Marketing; Digital; Internet; Marketing Channels; Marketing Reference Programs; Online Advertising; Advertising Industry

May 2016 (Revised September 2016)
Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

March 2015
Case

Transforming Care at UnityPoint Health – Fort Dodge

By: Amy C. Edmondson, Ashley-Kay Fryer and Morten T. Hansen

This case details the transformation of a health care delivery system, UnityPoint Health – Fort Dodge, into a Pioneer Accountable Care Organization (ACO) after the passage of health reform in the United States. The case explores in detail how the hospital CEO and staff... View Details

Keywords: ACO; Health Care; Health Care Industry; Health Reform; Change Leadership; Change Management; Coordination; Health Care and Treatment; Leading Change; Health Industry; United States

June 2008
Teaching Note

The Treadway Tire Company: Trouble at the Lima Tire Plant (Brief Case)

By: C. Wickham Skinner and Heather Beckham

Teaching Note for (2189) View Details

Keywords: Superior ＆ Subordinate; Labor Relations; Work Force Management; Human Resource Management; Hiring; Job Satisfaction; Leadership; Selection and Staffing; Change Management; Satisfaction; Organizational Culture; Rank and Position; Labor and Management Relations

June 2006
Exercise

Matthew A. Hunter

By: John A. Davis and Deepak Malhotra

Matthew Hunter, CEO of a second-generation family business, must manage the performance of a key manager in his company. Looks at the impact of family relationships on performance management. View Details

Keywords: Family and Family Relationships; Conflict Management; Negotiation; Family Business; Performance; Managerial Roles

14 Nov 2023
Research & Ideas

The Network Effect: Why Companies Should Care About Employees’ LinkedIn Connections

In today’s high-tech economy, it’s not just quant skills and R&D know-how that confer competitive advantage. Relationships still matter—maybe more than ever, as social media turbocharges old-fashioned networking. A new study mapped... View Details

Keywords: by Ben Rand

June 2001
Case

Infinata: The Quest for Human Resource Venture Capital

By: Jay O. Light and Anthony Massaro

A potential start-up in the Web-based Customer Relationship Management (CRM) is considering a deal with a software developer. View Details

Keywords: Negotiation; Negotiation Deal; Customer Relationship Management; Internet and the Web; Business Startups; Information Technology Industry

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June 2016
Teaching Note

HubSpot: Lower Churn through Greater CHI

By: Jill Avery, Asis Martinez Jerez and Thomas Steenburgh

HubSpot, a web marketing startup selling inbound marketing software to small- and medium-sized businesses, is under pressure from its venture capital partners to rapidly acquire new customers and to maintain a low level of customer churn. The B2B SaaS company is in the... View Details

Keywords: CRM; Customer Acquisition; Customer Retention; Churn Management; SaaS Business Models; Customer Lifetime Value; Venture Capital; Startup; Software; Monitoring And Control; Marketing; Customer Relationship Management; Marketing Strategy; Accounting; Technology Industry; United States

May 2008
Teaching Note

Thomas Green: Power, Office Politics, and a Career in Crisis (Brief Case)

By: W. Earl Sasser Jr. and Heather Beckham

Teaching Note for 2095. View Details

Keywords: Superior ＆ Subordinate; Performance Management; Personal Strategy ＆ Style; Conflict Management; Communication; Personal Development and Career; Rank and Position; Performance; Power and Influence

08 Jan 2015
News

What Marissa Mayer Got Wrong (and Right) About Stack Ranking Employees

Keywords: stack ranking; management; employee performance; turnarounds; News, Library, Internet, and Other Services; Information

01 Apr 2002
News

Professorship Brings Brierley's HBS Connection Full Circle

to meet Hal and learn what it takes to live on the frontier of marketing practice for three decades." "John Deighton's passion for marketing and the art of managing customer relationships makes him the... View Details

Keywords: Charles M. Williams; Epsilon Data Management; Computer Systems Design and Related Services; Professional Services

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