Publications

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

Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Service Industry; Service Industry; Service Industry

March 2007 (Revised August 2007)
Supplement

Dell Computers (B): The Transition

By: Frances X. Frei and Christine van Keuren

The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details

Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry

June 2017
Article

A Systematic Approach to Discussing Active Surveillance with Patients with Low-risk Prostate Cancer

By: Behfar Ehdaie, Melissa Assel, Nicole Benfante, Deepak Malhotra and Andrew Vickers

A systematic approach to counseling—using appropriate framing techniques derived from principles studied by negotiation scholars—can be taught to physicians in a one-hour lecture. We found evidence that even this minimal intervention can decrease overtreatment of... View Details

Keywords: Health Care and Treatment; Health Disorders; Service Delivery; Negotiation; Health Industry

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01 Dec 2019
News

Accelerating a Gas-on-demand Startup

Service with a Smile: Classmates Nick Alexander (left) and Bryan Frist with one of Yoshi’s service-on-demand vehicles. (photo by Cayce Clifford) The first purpose-built, drive-in gas station opened in Pittsburgh in December 1913. The... View Details

Keywords: April White; startups; on-demand economy; entrepreneurship; Personal Services

May 2010
Teaching Note

INSEAD (TN)

By: Srikant M. Datar and David A. Garvin

Teaching Note for [308009]. View Details

Keywords: Globalization; Curriculum and Courses; Business Education; Service Delivery; Education Industry; Asia; Europe

January 2003 (Revised September 2004)
Case

Consulting by Auditors (B): The Compromise and its Fallout

By: Ashish Nanda

This case tracks the evolution from October 2000 to July 2001 of public debate, regulatory decisions, and firm perspectives on the subject of consulting by accounting firms. View Details

Keywords: Conflict of Interests; Service Delivery; Accounting Industry; Consulting Industry

September 1996 (Revised June 1997)
Case

QVC, Inc.

By: Jeffrey F. Rayport

Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details

Keywords: Customer Relationship Management; Service Delivery; Retail Industry; United States

Career Coach

Mark Hardie

earlier led new product innovation at Agero Inc., an automotive industry service provider. At Ipsos, Mark drove smartphone-based service innovation in the Futures Group. For six years at Nokia Inc., Mr.... View Details

Keywords: Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All)

Person Page

Media

This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details

September 2000 (Revised February 2025)
Case

Netflix (2000)

By: E. Scott Mayfield

The CEO of a successful Internet start-up must decide whether to delay the company's initial public offering following a significant decline in the NASDAQ market during the spring of 2000. The company's CFO is asked to reevaluate the company's projected cash flow needs... View Details

Keywords: Business Model; Contracts; Initial Public Offering; Cash Flow; Service Delivery; Financial Strategy; Web Services Industry

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

Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Service Industry; Service Industry; Service Industry

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April 1990 (Revised May 1997)
Case

Lowe's

By: Walter J. Salmon

Lowe's chain of 306 stores was anticipating fierce competition from their major market rival, Home Depot. As they reformulated the size of their new prototype stores and the mix of their merchandise, what would be the ultimate format? What impact would it have on their... View Details

Keywords: Advertising; Buildings and Facilities; Markets; Service Delivery; Competition

October 1984
Teaching Note

NIKE (A1), Teaching Note

Teaching Note for (9-385-026). View Details

Keywords: Marketing Strategy; Policy; Service Delivery; Decisions; Apparel and Accessories Industry

January 1994 (Revised May 1995)
Case

Xerox: Design for the Environment

By: Richard H.K. Vietor

In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details

Keywords: Product Design; Production; Service Delivery; Service Operations; Organizational Design; Environmental Sustainability

Web

Campus Vehicular Access | About

generally one-way, entering campus at Kresge Way Gate and exiting through Harvard Way Gate. DELIVERIES Service vendors may access campus to drop off tools and materials that cannot be reasonably carried from... View Details

05 May 2003
Research & Ideas

How Bank of America Turned Branches into Service-Development Laboratories

were being carefully monitored and measured. Design and production problems should be worked out off-line, in a lab setting without customers, before the service delivery is tested in a live environment.... View Details

Keywords: by Stefan Thomke; Financial Services; Financial Services

2011
Case

How Fast and Flexible Do You Want Your Information, Really?

By: Thomas H. Davenport and Jim Snabe

Almost all executives want more and faster information, and almost all companies are racing to provide it. What many of them are overlooking is that the real aim should not be faster information but faster decision making, and those aren't the same things. Executives... View Details

Keywords: Management Teams; Information; Service Delivery; Decision Making; Crisis Management

November 2011
Case

Lowell General Physician Hospital Organization

By: Richard M.J. Bohmer and Natalie Kindred

This case focuses on the Alternative Quality Contract (AQC), a novel payment program designed to incentivize providers to deliver less costly, high quality health care. Under the AQC, offered by Blue Cross Blue Shield of Massachusetts, providers received a fixed-dollar... View Details

Keywords: Cost Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts