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- August 2000
- Case
Project ACHIEVE - January 2000
By: H. Kent Bowen and Elizabeth Kind
Education services target public schools to assist the school with technology and services that will improve their communication with students, parents, and the community. There is also the goal of increasing scores of measured learning. How does a small company do... View Details
- July 2000 (Revised May 2002)
- Case
Gateway: Moving Beyond the Box
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result. View Details
- June 2000
- Case
Lifeline Systems, Inc. (A)
By: H. Kent Bowen and Marilyn Matis
Lifeline Systems provides emergency response equipment to the elderly who live at home. The company uses local hospitals to market, sell, and install these units in homes, while the hospital monitors and calls for aid to respond to emergency calls from the elderly... View Details
- April 2000
- Teaching Note
Patient Care Delivery Model at the Massachusetts General Hospital, The TN
By: Amy C. Edmondson, Richard M.J. Bohmer and Emily Heaphy
Teaching Note for (9-699-154). View Details
- March 2000 (Revised May 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of... View Details
- March 2000 (Revised April 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. View Details
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (A)
By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (B)
By: Lynda M. Applegate and Genevieve J.S. Feraud
Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details
- November 1999 (Revised March 2003)
- Case
Webvan: Groceries on the Internet
By: John A. Deighton and Kayla Bakshi
What are the prospects for grocery shopping on the Web? This case invites a comparison of seven business models, with particular emphasis on Webvan. Why does the investment community value Webvan at $7.8 billion after less than six months of operating experience, and... View Details
- September 1999 (Revised November 1999)
- Case
Explore, Inc.
Documents the creation of a national before and after-school day care program aimed at bridging the gap between school and parents' work schedules. This high-growth, for-profit social enterprise organization operated in what was historically the domain of nonprofit or... View Details
- September 1999 (Revised September 1999)
- Case
Convergys Corporation
By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
- August 1999
- Article
Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking
By: F. Frei and P. Harker
- April 1999 (Revised October 2001)
- Case
Motive Communications
The founders of Motive Communications, Inc., a recent start-up dedicated to reinventing the support chain involved in the delivery of information technology support services, put in place a development process hinged on extensive customer feedback. As part of this, a... View Details
- March 1999 (Revised February 2000)
- Case
Patient Care Delivery Model at the Massachusetts General Hospital, The
By: Amy C. Edmondson, Richard M.J. Bohmer and Emily Heaphy
Examines the implementation of a new patient care delivery model at Massachusetts General Hospital. Uses clinical and financial data to examine different choices for staffing non-physician health care professionals and to understand the challenges of managing change... View Details
- February 1999
- Case
Volant Skis
By: Steven C. Wheelwright and Matt Verlinden
Volant brought innovation to the ski equipment industry in 1989 by developing a stainless steel ski. He claimed the skis could turn more easily, could hold an edge in icy conditions, and were more stable than aluminum or fiberglass skis. The company's "soft-flex"... View Details
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location... View Details
- September 1998 (Revised July 1999)
- Case
Costco Companies, Inc.
By: David E. Bell and Ann Leamon
Costco Companies, one of the major players in the wholesale club industry, has developed a new class of membership that offers discounted services--auto, health, and home insurance, business credit card processing, real estate services--in exchange for a higher annual... View Details
- September 1998
- Case
Vanguard Group, Inc. (1998), The
By: Andre F. Perold
Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of... View Details
- March 1998
- Case
Launch
Launch has developed an entertainment publication on CD-ROM with 240,000 subscribers and has recently introduced an on-line entertainment product (www.mylaunch.com) to complement the CD-ROM. Deals with multiple-channel delivery and platform selection and branding on... View Details
- March 1998 (Revised November 1999)
- Case
USA TODAY Online
By: John A. Deighton and Anthony St. George
How should USA TODAY use its brand franchise to build a publishing business on the World Wide Web? Advertising Age described the first steps as "a case study in how not to do it," but by the end of 1997 USA TODAY Online is the most visited news site on the Web. Now the... View Details