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  • April 2011
  • Case

Porcini's Pronto: "Great Italian cuisine without the wait!"

By: James L. Heskett and Richard Luecke
Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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  • June 1995 (Revised September 2019)
  • Teaching Note

Richardson Sheffield

By: Christopher A. Bartlett and Ashish Nanda
This note was prepared to aid instructors in the use of "Richardson Sheffield," HBS No. 392-089. The case traces Bryan Upton’s 20-plus years as managing director of a Sheffield-based cutlery company and describes the strategic and organizational actions he took to... View Details
Keywords: Development; General Management; Human Resources; Management; Leadership; Strategy; United Kingdom
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  • September 1995 (Revised February 1996)
  • Case

Apollo Hospitals of India (A)

Dr. Prathap Reddy has created India's first corporate hospital, Apollo Hospitals of Madras. The hospital is managed according to an integrated philosophy of customer service and support to employees. A new hospital, in the city of Hyderabad, has not performed as well,... View Details
Keywords: Employee Relationship Management; Franchise Ownership; Health Care and Treatment; Customer Focus and Relationships; Business Strategy; Health Industry; India
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  • October 1993 (Revised March 2001)
  • Case

Connecticut Spring and Stamping Corp. (A)

By: H. Kent Bowen
Connecticut Spring and Stamping Corp. (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical... View Details
Keywords: Customer Satisfaction; Engineering; Private Ownership; Quality; Manufacturing Industry
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  • November 1994 (Revised March 2001)
  • Case

Security Plus, Inc.

By: David F. Hawkins and Norman Bartczak
A company acquires an alarm system company and converts its customers from operating to sale-type leases. View Details
Keywords: Mergers and Acquisitions; Leasing; Growth and Development Strategy; Service Industry
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  • May 1993 (Revised October 1995)
  • Case

Connor Formed Metal Products

By: Lynda M. Applegate, Donna B. Stoddard and Melinda Conrad
Connor Formed Metal Products was a small, privately owned manufacturer of custom metal springs and stampings. Since becoming president in 1984, Bob Sloss had implemented many changes to the company's organizational structure, management control systems, and information... View Details
Keywords: Private Ownership; Organizational Structure; Production; Change; Governance Controls; Information Technology; Manufacturing Industry
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  • June 2008
  • Case

Rackspace Hosting in Late 2000

By: James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy
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    James L. Heskett

    James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

    • 2023
    • Working Paper

    The Benefits of Revealing Race: Evidence from Minority-owned Local Businesses

    By: Abhay Aneja, Michael Luca and Oren Reshef
    Is there latent demand to support Black-owned businesses? To explore, we analyze a new feature that made it easier to identify Black-owned restaurants on a large online platform. We find that labeling restaurants as “Black-owned” increased customer engagement and... View Details
    Keywords: Black-owned Businesses; Race; Prejudice and Bias; Ownership; Knowledge Dissemination; Digital Platforms; Consumer Behavior; Food and Beverage Industry
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    • 28 Jul 2008
    • Research & Ideas

    Making the Decision to Franchise (or not)

    less well-known dynamic of customer differentiation and its effect on the way businesses are structured and run is examined in a recent Harvard Business School working paper, "Organizational Design and Control across Multiple Markets: The... View Details
    Keywords: by Julia Hanna; Retail
    • September 1969 (Revised June 1976)
    • Case

    Control Data Corp. (D)

    Set in 1965, at a time when the company's mix of "sales" was shifting increasingly to customer leasing of its computers, the student is asked to evaluate possible revisions in the policies for depreciating the cost of a leased computer. View Details
    Keywords: Accounting; Leasing
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    • May 2017 (Revised September 2018)
    • Case

    Hilti Fleet Management (A): Turning a Successful Business Model on Its Head

    By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer
    This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following its customers’ needs, Hilti moved from selling power tools to leasing them as a service. The introduction of the new... View Details
    Keywords: Hilti; Business Model Innovation; BMI; Fleet Management; Decision-making; Implementation; Power Tools Industry; Business Model; Restructuring; Transformation; Transition; Customer Value and Value Chain; Customer Focus and Relationships; Construction; Innovation and Invention; Leasing; Strategy; Decision Making; Construction Industry; Switzerland; Liechtenstein; Germany; Austria; Europe; United States; Asia; Brazil; China; Japan; Hong Kong
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    • March 2016 (Revised May 2018)
    • Case

    Reinventing Best Buy

    By: John R. Wells and Gabriel Ellsworth
    On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast... View Details
    Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Information Technology; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Internet and the Web; Mobile and Wireless Technology; Resource Allocation; Computer Industry; Electronics Industry; Entertainment and Recreation Industry; Information Technology Industry; Retail Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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    • November 2023 (Revised July 2024)
    • Case

    'Care in Every Drop': Ayala Corporation and Manila Water (A)

    By: Debora L. Spar, Paul Healy, Tricia Peralta and Julia M. Comeau
    Since 1834, eight generations of the Ayala family have used their conglomerate to fund nation-building projects in the Philippines, including investments in tramcars, telecommunications, hospitals, and schools. In 1997, Ayala’s subsidiary, Manila Water, took control of... View Details
    Keywords: Family Business; Economic Growth; Social Entrepreneurship; Climate Change; Natural Resources; Crisis Management; Failure; Privatization; Social Issues; Urban Development; Adaptation; Public Opinion; Mission and Purpose; Utilities Industry; Asia; Philippines
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    • February 2008
    • Case

    Cincom Systems, Inc.

    By: Tom Nicholas and David Chen
    Tom Nies, charismatic CEO of Cincom Systems, is considering a public offering of his software enterprise, but the 1987 stock market crash checks his plans. Nies reflects that capital for expansion will keep Cincom at the frontier of technological development in a... View Details
    Keywords: Customer Satisfaction; Capital; Initial Public Offering; Organizational Culture; Going Public; Corporate Strategy; Information Technology Industry
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    • April 2000 (Revised September 2001)
    • Case

    Peppers and Rogers Group, The

    By: John A. Deighton
    Can two successful authors build a scalable consulting practice based on their unique view of customer relationship management (CRM)? Should they emphasize strategy or execution? The case describes how Peppers and Rogers grew from two people earning speaker fees to a... View Details
    Keywords: Customer Relationship Management; Growth and Development; Information Publishing; Going Public; Strategy; Competition; Internet; Consulting Industry
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    • 22 Jul 2008
    • First Look

    First Look: July 22, 2008

    Financial Development, Bank Ownership, and Growth. Or, Does Quantity Imply Quality? Authors:Shawn A. Cole Abstract In 1980, India nationalized its large private banks. This induced different bank ownership patterns across different towns,... View Details
    Keywords: Martha Lagace
    • 08 Jan 2008
    • First Look

    First Look: January 8, 2008

    of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the film rental and return patterns of a sample of online DVD rental customers over a period of four months.... View Details
    Keywords: Martha Lagace
    • 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
    Keywords: Hilti; Business Model Innovation; BMI; Fleet Management; Decision-making; Implementation; Power Tools Industry; Business Model; Restructuring; Transformation; Transition; Customer Value and Value Chain; Customer Focus and Relationships; Construction; Innovation and Invention; Leasing; Strategy; Decision Making; Construction Industry; Switzerland; Liechtenstein; Germany; Austria; Europe; United States; Asia; Brazil; China; Latin America; North America; Africa; Japan; Hong Kong
    Related
    • 2008
    • Working Paper

    Performance and Control across Multiple Markets

    By: Tatiana Sandino, Dennis Campbell and Shelby Yu
    Chain organizations typically operate units across different types of markets, with significantly diverging customer bases. Such market-type dispersion potentially influences performance through two channels: it makes performance a noisier indicator of store manager... View Details
    Keywords: Governance Controls; Organizational Design; Markets; Franchise Ownership; Performance; Retail Industry
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