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  • All HBS Web  (205)
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  • 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
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Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth?" Harvard Business School Brief Case 114-261, March 2011.
  • March 2011
  • Teaching Note

Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)

By: James L. Heskett and Patricia Girardi
Teaching Note for #4261. View Details
Keywords: Corporate Vision; Employee Empowerment; Service Management; Family Businesses; Growth Strategy; Mission and Purpose; Family Business; Employee Relationship Management; Communication; Organizational Structure; Operations; Growth and Development Strategy
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Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)." Harvard Business School Teaching Note 114-262, March 2011.
  • 2011
  • Case

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
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McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Case, 2011.
  • 2011
  • Teaching Note

The Haidilao Company

By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and... View Details
Keywords: Competitive Strategy; Customer Service; Employee Empowerment; Global Corporate Cultures; Organizational Values; Transformations; China; Restaurants; China
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McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Teaching Note, 2011.
  • January 2015 (Revised March 2015)
  • Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
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; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
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Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
  • Research Summary

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Incentive scheme design, performance measurement, empowerment of digitalization, management control View Details
  • September 25, 2023
  • Book Review

Where Have All the Good Men Gone?: Book Review of 'The Two-Parent Privilege' by Melissa S. Kearney

By: Michael Luca
In 2019, 57% of U.S. children lived with two parents, down from 80% in 1980. Is the rise of single-parent households an emblem of empowerment or a sign of dwindling support for children? This article reviews a new book on the topic, discussing the decline and impact of... View Details
Keywords: Household; Family and Family Relationships
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Luca, Michael. "Where Have All the Good Men Gone? Book Review of 'The Two-Parent Privilege' by Melissa S. Kearney." Wall Street Journal (September 25, 2023), A.17.
  • 15 Feb 2018
  • Cold Call Podcast

Black Business Leaders Series: John Rogers and the Importance of Hiring Minority-Owned Services Firms

Keywords: Financial Services
  • April 2012
  • Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details
Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
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Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
  • 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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Buell, Ryan W., and Ananth Raman. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Teaching Note 616-044, February 2016. (Revised February 2020.)
  • June 2013
  • Supplement

Can PACIV (Puerto Rico) Serve European Customers? (Video Supplement)

By: Jim Sharpe
This is Video Supplement for Can PACIV (Puerto Rico) Serve European Customers? HBS Case #808099. View Details
Keywords: Entrepreneurial Management; Global Organizations; Service; Hiring; Incentives, Motivation; Joint Ventures; Customer Service Excellence; Customer Relationship Management; Empowerment; International Expansion; Ownership Structure; Culture; Organization Alignment; Growth and Development Strategy; Entrepreneurship; Private Ownership; Globalized Markets and Industries; Globalized Firms and Management; Pharmaceutical Industry; Biotechnology Industry; Puerto Rico; United Kingdom
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Sharpe, Jim. "Can PACIV (Puerto Rico) Serve European Customers? (Video Supplement)." Harvard Business School Video Supplement 813-722, June 2013.
  • February 1998 (Revised November 1998)
  • Case

Novartis (A): Being a Global Leader

By: Srikant M. Datar and Carin-Isabel Knoop
For the Novartis leaders, the decision to "use stretch budgets again next year" highlights the tension between candor and empowerment and command-and-control, between the new and the old, between high performance and business as usual, between Ciba and Sandoz.... View Details
Keywords: Goals and Objectives; Leading Change; Organizational Culture; Performance; Budgets and Budgeting
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Datar, Srikant M., and Carin-Isabel Knoop. "Novartis (A): Being a Global Leader." Harvard Business School Case 198-041, February 1998. (Revised November 1998.)
  • May 1994 (Revised October 1994)
  • Case

Motorola: Institutionalizing Corporate Initiatives

By: Shoshana Zuboff and Janis Lee Gogan
Motorola became a recognized quality leader in large part by becoming a leader in employee education and by encouraging "participative management." Through the Motorola Training and Education Center, later Motorola University, the company invested substantial resources... View Details
Keywords: Experience and Expertise; Customer Satisfaction; Training; Human Resources; Leadership; Management Analysis, Tools, and Techniques; Corporate Strategy; Education Industry
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Zuboff, Shoshana, and Janis Lee Gogan. "Motorola: Institutionalizing Corporate Initiatives." Harvard Business School Case 494-139, May 1994. (Revised October 1994.)
  • 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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Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
  • March 2018 (Revised July 2018)
  • Case

Whole Foods Under Amazon

By: Dennis Campbell, Tatiana Sandino, James Barnett and Christine Snively
In August 2017, Amazon acquired Whole Foods Market for $13.7 billion. Whole Foods was struggling with high costs and faced growing competition from traditional supermarkets offering more organic products. Prior to the acquisition, Whole Foods began rolling out a new... View Details
Keywords: Performance Efficiency; Performance Improvement; Employee Relationship Management; Acquisition; Change Management; Food and Beverage Industry; Retail Industry
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Campbell, Dennis, Tatiana Sandino, James Barnett, and Christine Snively. "Whole Foods Under Amazon." Harvard Business School Case 118-074, March 2018. (Revised July 2018.)
  • September 2003
  • Case

Nelson Mandela, Turnaround Leader

By: Rosabeth M. Kanter and Euvin Naidoo
Nelson Mandela was the first democratically elected president of South Africa. He had to shift the culture of a country after the end of the apartheid regime, which enforced separation of the races and stifled freedom of the press. He established more open dialogue,... View Details
Keywords: Leadership; Government and Politics; Governance; Policy; Political Elections; Culture; Communication Intention and Meaning; Relationships; Leadership Style; Welfare; South Africa
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Kanter, Rosabeth M., and Euvin Naidoo. "Nelson Mandela, Turnaround Leader." Harvard Business School Case 304-035, September 2003.
  • May 1994 (Revised August 1994)
  • Case

Motorola-Penang

By: Shoshana Zuboff and Janis Lee Gogan
S.K. Ko managed Motorola's Penang, Malaysia factory, producing telecommunications components and equipment. As a female manager of a multi-ethnic and labor-intensive plant in Asia, Ko faced a number of challenges. She had already promoted quality circles and quality... View Details
Keywords: Factories, Labs, and Plants; Transformation; Decision Making; Ethnicity; Gender; Training; Leading Change; Management Analysis, Tools, and Techniques; Problems and Challenges; Technology Industry; Malaysia
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Zuboff, Shoshana, and Janis Lee Gogan. "Motorola-Penang." Harvard Business School Case 494-135, May 1994. (Revised August 1994.)
  • October 2019
  • Case

GRIT Fitness

By: Lynda M. Applegate and Olivia Hull
In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity interval training, and cardio dance. With 400 members and three Dallas studios, CEO Brittani Rettig believed... View Details
Keywords: Entrepreneurship; Business Startups; Mission and Purpose; Corporate Strategy; Customer Focus and Relationships; Forecasting and Prediction; Business Plan; Trends; Experience and Expertise; Talent and Talent Management; Training; Health; Selection and Staffing; Leadership Style; Leadership Development; Management Style; Management Teams; Brands and Branding; Organizational Culture; Organizational Structure; Motivation and Incentives; Sports; Competition; Diversification; Expansion; Value Creation; Health Industry; Sports Industry; Texas
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Applegate, Lynda M., and Olivia Hull. "GRIT Fitness." Harvard Business School Case 820-016, October 2019.
  • June 1989 (Revised July 1994)
  • Case

Ito Yokado

By: Walter J. Salmon
Describes the means by which management has empowered the sales clerks and part time employees of this chain of 131 department stores. They are responsible for all sales and inventory management. This empowerment has led to fewer stockouts, higher sales, lower... View Details
Keywords: Innovation and Management; Management; Distribution; Supply Chain Management; Sales; Japan
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Salmon, Walter J. "Ito Yokado." Harvard Business School Case 589-116, June 1989. (Revised July 1994.)
  • April 2022 (Revised May 2022)
  • Case

Mastercard Labs (A)

By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley
When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify... View Details
Keywords: Organizational Behavior; Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Ecosystem; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Globalization; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab; Digital Transformation; Digital Strategy; Credit Cards; Innovation Leadership; Organizational Culture
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Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (A)." Harvard Business School Case 422-080, April 2022. (Revised May 2022.)
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