Industry Coordination - Publications - Faculty & Research - Harvard Business School

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January 2015 (Revised October 2015)
Case

Trouble at Tessei

By: Ethan Bernstein and Ryan W. 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

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

March 2016
Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. 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

July 2013
Case

Novozymes: Establishing the Cellulosic Ethanol Value Chain

By: Willy Shih and Sen Chai

As the world's largest producer of industrial enzymes, Novozymes had invested heavily for many years to bio-engineer enzymes that could break down cellulose into fermentable sugar. In 2010, the company had launched what it thought would become a breakthrough product... View Details

May 2012 (Revised August 2014)
Case

McKesson

By: Regina E. Herzlinger and Natalie Kindred

McKesson, a large, diversified drug distribution and health care IT company, is considering development of new business offerings to help private practice physicians remain independent. The company, with $122 billion in 2010 revenues, just made its first foray into... View Details

Keywords: Health Care Industry; Health Care Policy; Organizational Transformations; Health Services; Health Care and Treatment; Business Model; Service Operations; Change Management; Corporate Strategy; Information Technology; Policy; Pharmaceutical Industry; Pharmaceutical Industry; United States

2016
Working Paper

The Mirroring Hypothesis: Theory, Evidence and Exceptions

By: Lyra J. Colfer and Carliss Y. Baldwin

The mirroring hypothesis predicts that organizational ties within a project, firm, or group of firms (e.g., communication, collocation, employment) will correspond to the technical patterns of dependency in the work being performed. A thorough understanding of the... View Details

Keywords: Modularity; Innovation; Product And Process Development; Organization Design; Design Structure; Organizational Ties; Mirroring Hypothesis; Industry Architecture; Product Architecture; Complex Technical Systems; Information Technology; Organizational Design; Organizational Structure; Relationships; Innovation and Invention; Product Development

February 2013 (Revised March 2013)
Case

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred

This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry

27 Oct 2016
Blog Post

Meet the Management Consulting Club

Mission Statement The Management Consulting Club is one of the most popular student clubs on campus with an annual membership of over 250 students. We aim to serve as a bridge between the industry and Harvard Business School students,... View Details

Keywords: Consulting

Carolyn J. Fu

Carolyn Fu is an assistant professor of business administration in the Strategy Unit. She studies innovation strategy in the context of high degrees of social construction – where the value of an innovation is continuously redefined between firms and their... View Details

Article

The Re-Industrialization of the United States?

By: Willy C. Shih

Talk of "re-industrialization" in the United States has been supported by a seeming resurgence in manufacturing, but this is driven more by the end of labor arbitrage and increasing coordination costs of offshore manufacturing. Aggressive restructurings and significant... View Details

November 2013 (Revised November 2014)
Case

Infection Control at Massachusetts General Hospital

By: Robert S. Huckman and Nikolaos Trichakis

The case explores the challenges facing Massachusetts General Hospital concerning the adoption of a new infection control policy, which promises to improve operational performance, patient safety, and profitability. The new policy requires coordination between... View Details

Keywords: Safety; Organizational Change and Adaptation; Integration; Health Care and Treatment; Policy; Health Industry; Boston

February 18, 2022
Article

Transparency as a Solution for COVID-19 Related Hospital Capacity Issues

By: Regina E. Herzlinger and Richard Boxer

In the initial phases of the COVID-19 pandemic, many U.S. hospitals could not provide an adequate supply of beds to meet demand. Solving the problem of hospital bed capacity is of great importance in the “new normal,” which requires recognizing that SARS-CoV-2 is but... View Details

Keywords: COVID; COVID-19 Pandemic; Health Care; Health Care Demand; Health Care Delivery; Health Care Industry; Health Care Operations; Health Care Policy; Transparency; Hospital; Hospital Management; Hospitals; Health Pandemics; Health Care and Treatment; Service Delivery; Operations; Performance Capacity; Policy; Health Industry

Research Summary

Research Focus

By: Anita Elberse

My research focuses on "creative industries," defined as industries that supply goods that we commonly associate with artistic, cultural, or entertainment value -- including book and magazine publishing, film, music, television, video games, the performing... View Details

October 1988 (Revised May 1990)
Case

Ford Motor Co.: The Product Warranty Program (A)

Raises powerful issues concerning product warranty policy as a strategic marketing variable. Also raises several exciting issues concerning the role of product policy in competitive battles, product line issues, interfunctional coordination issues, and some ethical... View Details

Keywords: Competition; Marketing Strategy; Insurance; Product; Policy; Manufacturing Industry; Manufacturing Industry; United States

March 2004 (Revised June 2004)
Case

Blackout: August 14, 2003

By: Thomas R. Eisenmann and Ryland Matthew Willis

On August 14, 2003, an electricity blackout cascaded throughout the northeastern United States and Canada. Describes the structure, technology, and economics of the electric utility industry and how gradual deregulation beginning in the 1970s placed unprecedented, and... View Details

Keywords: Information Technology; Performance Improvement; Infrastructure; Energy Sources; Business and Government Relations; Networks; Emerging Markets; Failure; Economics; Utilities Industry; Canada; Northeastern United States

January 1997 (Revised December 1999)
Case

OXO International

By: H. Kent Bowen, Marilyn Matis and Sylvie Ryckebusch

OXO, a kitchen tools and gadgets company, was started by a businessman who had 30 years of experience in the housewares industry. With his wife and son as founders, he creates a new niche in the gadgets industry for high-end gourmet stores. The company has headquarters... View Details

Keywords: Entrepreneurship; Supply Chain Management; Production; Design; Ownership; Business Startups; Acquisition; Consumer Products Industry; Asia; New York (city, NY); Connecticut

April 1996 (Revised November 1996)
Case

BAE Automated Systems (A): Denver International Airport Baggage-Handling System

By: Lynda M. Applegate, Ramiro Montealegre, Carin-Isabel Knoop and H. James Nelson

Describes the events surrounding the construction of the BAE baggage-handling system at the Denver International Airport. It looks specifically at project management, including decisions regarding budget, scheduling, and the overall management structure. Also examines... View Details

Keywords: Management; Decisions; Contracts; Time Management; Problems and Challenges; Projects; Budgets and Budgeting; Construction Industry; Construction Industry; Colorado

August 2017
Case

Infection Control at Massachusetts General Hospital (Abridged)

By: Robert S. Huckman and Nikolaos Trichakis

The case explores the challenges facing Massachusetts General Hospital concerning the adoption of a new infection control policy, which promises to improve operational performance, patient safety, and profitability. The new policy requires coordination between... View Details

Keywords: Safety; Organizational Change and Adaptation; Integration; Health Care and Treatment; Policy; Health Industry; Boston

January 2010
Case

DR Corporation

By: Roy D. Shapiro

DR Corporation is a manufacturer of major appliances. The traffic manager is facing a decision of selecting a carrier for the inbound movement of motors. The primary case decisions are 1) what factors are critical to the decision; 2) how to calculate the tradeoffs... View Details

Keywords: Cost vs Benefits; Decision Choices and Conditions; Managerial Roles; Logistics; Supply Chain Management; Truck Transportation; Consumer Products Industry

April 2004 (Revised May 2005)
Case

ING DIRECT

By: James L. Heskett

The CEO of ING Direct (U.S.) has to decide: (1) whether and how to coordinate his organization's branding effort with its parent, ING Group, and (2) how fast to grow the business. Includes color exhibits. View Details

Keywords: Decision Choices and Conditions; Entrepreneurship; Leadership Style; Growth Management; Brands and Branding; Planning; Problems and Challenges; Financial Services Industry; United States

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