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August 1988 (Revised December 2000)
Case

Dunkin' Donuts (E): 1988 Distribution Strategies

Dunkin' Donuts is exploring various methods of increasing distribution. Possibilities involving new outlets include area development contracts, subfranchising, regional rollout strategies, and an increase in company owned stores. Possibilities focusing on existing... View Details

Keywords: Expansion; Franchise Ownership; Distribution Channels; Retail Industry; Retail Industry; United States

February 2018 (Revised August 2018)
Case

OpenInvest

By: Shawn Cole, Boris Vallée and Nicole Tempest Keller

Founded by a team of hedge fund and NGO alumni, OpenInvest launched its platform in 2015 to enable retail investors to tailor their portfolios to their personal values in an automated way, for instance by screening out weapons manufacturers stocks or overweighting... View Details

Keywords: Fintech; Impact Investing; Investment Portfolio; Customization and Personalization; Technological Innovation; Social Issues; Growth and Development Strategy; Business Model; Financial Services Industry

August 2024
Case

Quickmart: Sustaining Growth in a Challenging Economic Environment

By: Ramon Casadesus-Masanell and Kuria Kamau

In July 2023, Peter Kang’iri, the Chief Executive Officer (CEO) of Quickmart, Kenya’s second-largest retail chain, sat in his Nairobi office reviewing the company’s first half financial results before the weekly executive committee (EXCO) meeting. The company was in... View Details

Keywords: Distribution; Supply Chain; Logistics; Business Strategy; Expansion; Business Earnings; Growth and Development Strategy; Strategic Planning; Retail Industry; Retail Industry; Africa; Kenya; Nairobi

November 2004 (Revised September 2007)
Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry

Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details

Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry

May 18, 2020
Other Article

Media Bias? But Not What You Think It Is

By: Frank V. Cespedes

The media are often accused of political bias. But news outlets reflect many political beliefs in a fragmented media environment. However, an almost across-the-board bias is how news media talk about digital business, and the pandemic has exacerbated that bias, which... View Details

Keywords: Bias; Digital Business; Media; Disruption; Health Pandemics

19 Jul 2010
Research & Ideas

How Mercadona Fixes Retail’s ’Last 10 Yards’ Problem

Imagine a retail chain that offers customers not only the lowest prices but also personalized customer service. Employees receive above-average wages and 20 times more training than the average American retailer. Sounds like a recipe for... View Details

Keywords: by Julia Hanna; Retail; Retail

December 2005 (Revised October 2006)
Case

Pharmacy Service Improvement at CVS (A)

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details

Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Retail Industry; United States

October 2006 (Revised October 2007)
Case

Information Technology and Innovation at Shinsei Bank

Shinsei Bank was rebuilt from the ashes of a failed predecessor, and pioneered new levels of customer service in retail banking in Japan. The bank's information technology, however, was vestigial at best and not well suited to the new service models Shinsei was... View Details

Keywords: Information Technology; Banks and Banking; Innovation and Invention; Banking Industry; Japan

16 Oct 2018
First Look

New Research and Ideas, October 16, 2018

digitally enabled open platforms. I go on to argue that the competitive success of open platforms against closed platforms gave rise to the "vertical-to-horizontal" transition in the computer industry in the 1980s and 1990s.... View Details

Keywords: Dina Gerdeman

February 2001
Case

BarnesandNoble.com (C)

By: Jeffrey F. Rayport, Dickson Louie and William A. Sahlman

At the end of 1999, Steve Riggio, the vice chairman and acting CEO of barnesandnoble.com, wonders what his company should do next against Amazon.com, the online retailer who is the leading online book seller in the United States. While barnesandnoble.com has been... View Details

Keywords: Competitive Strategy; Competitive Advantage; Internet and the Web; Diversification; Brands and Branding; Retail Industry

November 1991 (Revised April 1994)
Case

Taco Bell Corp.

By: Leonard A. Schlesinger and Roger H. Hallowell

John Martin, Taco Bell CEO, brings the company into line with its competitors through incremental change during the 1980s. In the early 1990s, he adopts breakthrough approaches to improve service levels while reducing prices, providing a distinct competitive advantage.... View Details

Keywords: Change Management; Food; Competitive Advantage; Innovation and Management; Retail Industry; Retail Industry; United States

February 1999
Case

PDVSA & Citgo (A): Seeking Stability in an Uncertain World

By: Ashish Nanda

In order to secure demand for its heavy oil, PDVSA buys 50% of the U.S. refining and retail company Citgo. In 1990, it buys the remaining 50% ownership of Citgo. The case describes the challenges faced by PDVSA and Citgo managements as they try to make their... View Details

Keywords: Business or Company Management; Business Subsidiaries; Mergers and Acquisitions; Energy Sources; Mining Industry; Mining Industry

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October 1978 (Revised July 1991)
Case

U.S. Pioneer Electronics Corp.

By: Hirotaka Takeuchi

Focuses on the problem of the means by which a manufacturer controls its channel of distribution. U.S. Pioneer's retail outlets have turned "dissident" and management has to decide what tactics to employ to stop further erosion (short-run) and what long-run... View Details

Keywords: Decisions; Growth and Development Strategy; Distribution Channels; Production; Problems and Challenges; Software; Electronics Industry; United States

February 2017
Supplement

The De Beers Group: Exploring the Diamond Reselling Opportunity

By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle

In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore the $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details

October 1997 (Revised January 2008)
Case

Asda (A)

By: Michael Beer and James Weber

In the mid-1980s, Asda was one of the most successful retail companies in the United Kingdom. By 1991, the chain of 200 grocery stores had a lack of direction, a demoralized workforce, declining profits, rising debt, collapsing stock price, and was facing bankruptcy.... View Details

Keywords: Restructuring; Insolvency and Bankruptcy; Crisis Management; Management Teams; Business Strategy; Retail Industry; Retail Industry; United Kingdom

January 2009 (Revised February 2010)
Case

Gucci Group in 2009

By: David B. Yoffie and Renee Kim

The Gucci Group had transformed itself into the world's third largest luxury retailer with multiple brands. The company had performed well even after the departure of star designer Tom Ford and former CEO Domenico De Sole. However, the challenging global economic times... View Details

Keywords: Financial Crisis; Brands and Branding; Organizational Change and Adaptation; Luxury; Corporate Strategy; Apparel and Accessories Industry; Apparel and Accessories Industry

December 2005 (Revised September 2007)
Case

Canyon Johnson Urban Fund

By: Felix Oberholzer-Gee and Alexa Arena

Basketball star Earvin "Magic" Johnson and K. Robert Turner, managing partner of Canyon Johnson Urban Fund (CJUF), raised $271.7 million for investments in urban real estate. The fund considered two projects, both located in Hollywood, CA. The first was located on... View Details

Keywords: Investment; Projects; Business and Government Relations; Public Opinion; Urban Development; Real Estate Industry; Los Angeles

August 2012 (Revised November 2012)
Case

Bonne Chance

With a competitor nipping at his heels, his bank reluctantly covering his recent overdraft, Jacob Zimmerman is considering expanding his Midwestern retail jewelry business by bringing on the new Swatch watch line to augment his high end Rolex offerings. Only 14 weeks... View Details

Keywords: Entrepreneurial Management; Entrepreneurs; Financial Crisis; Crisis Management; Bank Loan; Entrepreneurial Finance; Turnarounds; Negotiation; Liquidation; Entrepreneurship; Retail Industry; Retail Industry; United States

September 2004 (Revised September 2006)
Case

Harley-Davidson, Inc.: Motorcycle Manufacturer or Financing Company?

Harley-Davidson manufactures and sells motorcycles. It also provides financing for retail purchases and dealer stock. Although Harley's performance has been very strong, analysts and the press have questioned its use of a special-purpose entity to sell securities... View Details

Keywords: Business Model; Business or Company Management; Corporate Disclosure; Financial Strategy; Manufacturing Industry; Manufacturing Industry; Manufacturing Industry; Manufacturing Industry

March 2019
Supplement

KITEA (E): IKEA's Opening Day

By: Ramon Casadesus-Masanell and Gamze Yucaoglu

The case opens in 2016 as Amine Benkirane, CEO of the furniture retailer KITEA, observes KITEA’s dormant sales on the day IKEA opens its first store in Morocco. It then provides information on IKEA’s Morocco store, as well as a detailed pricing comparison between IKEA... View Details

Keywords: Private Sector; For-Profit Firms; Business Strategy; Strategic Planning; Competitive Strategy; Competitive Advantage; Adaptation; Corporate Strategy; Retail Industry; Africa; North Africa; Morocco

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