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  • 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
Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
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  • June 1991 (Revised March 1995)
  • Case

Becton Dickinson (A): Corporate Strategy

By: Michael Beer
This case series introduces the strategic human resource management (SHRM) process. SHRM is an action research program designed to align the organization and management of human resources with strategy. This case describes the health care industry, Becton Dickinson's... View Details
Keywords: Business or Company Management; Corporate Strategy; Alignment; Human Resources; Health Industry
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  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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  • 2013
  • Tool

Harvard Business Review's Go to Market Tools: Customer Lifetime Value

By: Thomas Steenburgh and Jill Avery
How much are your customers worth? Has your marketing budget been slashed? Need to figure out the best place to invest your time and effort to reach your growth target? HBR's Go to Market Tool helps calculate your customer's lifetime value, allowing you to prioritize... View Details
Keywords: Quantitative Analysis; Tools; Customer Lifetime Value; Customer Defection; CRM; Customer Relationship Management; Marketing; Marketing Strategy; Customer Focus and Relationships
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  • March 2022 (Revised July 2022)
  • Teaching Note

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

By: Jill Avery
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details
Keywords: Brand Management; Virtual Reality; Augmented Reality; B2B; E-commerce; Technology Platform; Marketing; Marketing Communications; Marketing Strategy; Brands and Branding; Digital Marketing; Internet and the Web; Growth Management; Customer Relationship Management; Customer Value and Value Chain; Social Media; Applications and Software; Digital Platforms; Advertising Industry; United States
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  • October 2015 (Revised February 2020)
  • Teaching Note

Trouble at Tessei

By: Ethan Bernstein and Ryan Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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  • March 1998 (Revised June 1999)
  • Teaching Note

Linking Strategy and Innovation TN

By: Clayton M. Christensen
An overview note to guide instructors in teaching the third module of the Managing Innovation course. Describes how managers can use aggregate project planning to manage the resource allocation process in new product development. View Details
Keywords: Innovation and Management; Managerial Roles; Resource Allocation; Product Development; Planning; Projects; Strategy
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  • July 2013 (Revised June 2014)
  • Case

Collaborating for Growth: Duane Morris in a Turbulent Legal Sector

By: Heidi K. Gardner and Annelena Lobb
By the late 2000s, the law firm Duane Morris had transformed itself from a growing U.S. law firm to a significant global player. The firm's uniquely collaborative organizational culture, which featured a transparent, data-driven compensation system, practice-group... View Details
Keywords: Professional Service Firm; Collaboration; Performance Management; Risk and Uncertainty; Competition; Management Practices and Processes; Organizational Structure; Groups and Teams; Organizational Culture; Performance; Cooperation; Globalized Firms and Management; Compensation and Benefits; Volatility; Growth and Development Strategy; Legal Services Industry; United States
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    Michael Beer

    MICHAEL BEER

    Mike Beer is the Cahners-Rabb Professor of Business Administration, Emeritus at the Harvard Business School and author Fit to Compete: Why Honest Conversations About Your Company’s... View Details

    • January–February 2019
    • Article

    Corporate Purpose and Financial Performance

    By: Claudine Gartenberg, Andrea Prat and George Serafeim
    We construct a measure of corporate purpose within a sample of U.S. companies based on approximately 500,000 survey responses of worker perceptions about their employers. We find that this measure of purpose is not related to financial performance. However, high... View Details
    Keywords: Corporate Purpose; Purpose; Employee Motivation; Belief Systems; Corporate Performance; Human Capital; Middle Management; Culture; Corporate Culture; Meaning; Mission and Purpose; Organizational Culture; Employees; Perception; Values and Beliefs; Performance Effectiveness
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    • April 2011
    • Case

    Designs by Kate: The Power of Direct Sales

    By: John A. Deighton and Sarah Abbott
    The sales representatives at Designs by Kate (DBK) sell private label jewelry at hosted parties and through online social media channels. They are also responsible for recruiting, training, and managing new sales reps. CEO and founder Kate Creevey designed the... View Details
    Keywords: Direct Sales; Consumer Marketing; Marketing Management; Personal Selling; Sales Compensation; Sales Organization; Motivation and Incentives; Marketing Strategy; Salesforce Management; Performance; Compensation and Benefits; Apparel and Accessories Industry
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    • February 2010 (Revised January 2013)
    • Case

    The Dabbawala System: On-Time Delivery, Every Time

    By: Stefan H. Thomke and Mona Sinha
    Describes the Mumbai-based Dabbawala organization, which achieves very high service performance (6 Sigma equivalent or better) with a low-cost and very simple operating system. The case explores all aspects of their system (mission, information management, material... View Details
    Keywords: Information Technology; Service Operations; Service Delivery; Logistics; Alignment; Management Systems; Human Resources; Innovation and Invention; Mumbai
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    • October 2003 (Revised November 2006)
    • Case

    GE's Talent Machine: The Making of a CEO

    By: Christopher A. Bartlett and Andrew N. McLean
    GE believes its ability to develop management talent is a core competency that represents a source of sustainable competitive advantage. This case traces the development of GE's rich system of human resource policies and practices under five CEOs in the post-war era,... View Details
    Keywords: Decision Choices and Conditions; Capital; Selection and Staffing; Leadership Development; Management Succession; Corporate Strategy
    Related
    • Research Summary

    Overview

    Non-profit strategy, strategic change, strategic interaction, organizational economics, methods in strategy, human resource management View Details
    • August 2023
    • Case

    Beamery: Using Skills and AI to Modernize HR

    By: Boris Groysberg, Alexis Lefort, Susan Pinckney and Carolina Bartunek
    Unicorn human relationships startup Beamery evaluates it's growth versus depth strategy as its strategic partners and customers could become future competitors in a quickly changing AI based human resources and talent management industry View Details
    Keywords: Acquisition; Business Growth and Maturation; Business Startups; Competency and Skills; Experience and Expertise; Talent and Talent Management; Customers; Nationality; Learning; Entrepreneurship; Employee Relationship Management; Recruitment; Retention; Selection and Staffing; Values and Beliefs; Cross-Cultural and Cross-Border Issues; Analytics and Data Science; Applications and Software; Disruptive Innovation; Technological Innovation; Job Offer; Job Search; Job Design and Levels; Employment; Human Capital; Europe; United Kingdom; United States
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    • December 2016
    • Module Note

    Strategy Execution Module 10: Using the Job Design Optimization Tool to Build Effective Organizations

    By: Robert Simons
    This module reading provides directions for using the online Job Design Optimization Tool (JDOT) which is available free of charge from Harvard Business School Publishing at https://cb.hbsp.harvard.edu/cbmp/resources/marketing/multimedia/JDOT/index.html. This tool can... View Details
    Keywords: Management Control Systems; Implementing Strategy; Execution; Span Of Control; Span Of Accountability; Performance Measurement; Job Design; Organization Design; Strategy; Entrepreneurship
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    • November 2009
    • Teaching Note

    RL Wolfe: Implementing Self-Directed Teams (Brief Case)

    By: David A. Garvin and Elizabeth Collins
    Teaching Note for 4063 View Details
    Keywords: Work Force Management; Employee Empowerment; Motivation; Motivation and Incentives; Employee Relationship Management
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    • December 1980 (Revised September 1985)
    • Case

    British Steel Corporation: The Korf Contract

    By: John P. Kotter and John M. Stengrevics
    Traces a complex resource allocation decision facing British Steel in 1975. Students study the influences on the various managers involved in making the decision. View Details
    Keywords: Resource Allocation; Decision Making; Management Teams; Metals and Minerals; Steel Industry; United Kingdom
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    • August 2000 (Revised February 2001)
    • Background Note

    Expense Recognition

    By: Paul M. Healy and Preeti Choudhary
    Recording expenses is not often clear-cut and can require considerable management judgment. This case discusses expense recognition in straightforward situations and then considers expense transactions that may be more complex to record. It uses examples that include... View Details
    Keywords: Accounting; Cost; Financial Statements
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    • April 2014
    • Article

    The Cost of High-Powered Incentives: Employee Gaming in Enterprise Software Sales

    By: Ian Larkin
    This paper investigates the pricing distortions that arise from the use of a common non-linear incentive scheme at a leading enterprise software vendor. The empirical results demonstrate that salespeople are adept at gaming the timing of deal closure to take advantage... View Details
    Keywords: Incentives; Motivation; Compensation; Gaming; Sales Force Management; Motivation and Incentives; Salesforce Management; Software; Compensation and Benefits; Information Technology Industry
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