Publications
Publications
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(4,680)
- Faculty Publications (781)
- August 1995
- Teaching Note
State Street Boston Corporation: Leading with Information Technology TN
By: Richard L. Nolan, Donna B. Stoddard and Chiara Francalanci
Teaching Note (5-196-058). View Details
- June 1995
- Teaching Note
Prodigy Services Companies Series TN
By: Lynn S. Paine
Teaching Note for (9-393-126), (9-395-129), (9-393-127), and (9-393-128). View Details
Keywords: Information Technology Industry
- April 1995 (Revised December 2006)
- Case
Identify the Nonprofit
By: Regina E. Herzlinger and Ramona Hilgenkamp
This case presents financial statements and selected ratios for seven unidentified nonprofit organizations and asks that each set of financial information be matched with one of the following nonprofit entities: a public television station, a suburban hospital, a... View Details
- January 1995 (Revised September 1997)
- Case
TV Guide (B)
TV Guide, the nation's most profitable and largest magazine, attempts entry into the world of electronic publishing. The crux of TV Guide's strategy is to transform the magazine's content into a centralized database that can be accessed by new businesses, like... View Details
- January 1995 (Revised November 1996)
- Case
Avalon Information Services, Inc.
By: Lynn S. Paine and Wilda White
The Privacy Review Committee of Avalon Information Services must decide how to deal with concerns voiced by its retail supermarket customers about the privacy of consumer data collected through Avalon's point-of-sale data collection program. One customer is proposing... View Details
- December 1994
- Supplement
Prodigy Services Company (A)-- Supplement
By: Lynn S. Paine
Allows students to record their personal evaluations of the communications which gave rise to the controversy detailed in Prodigy Services Co. (A). View Details
Keywords: Information Technology Industry
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
- January 1994
- Case
ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation
By: D. Quinn Mills, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson and Richard C. Wei
In the midst of dramatic changes in the information systems industry and declining profits at the ABC Co., the vice president in charge of the sales and service division, Jeff, and his managers attempt to transform their division. The transformation gets off to a good... View Details
- 1 Nov 1993
- Conference Presentation
Information Technology's Role in Transforming Customer Service
By: Jim I. Cash Jr.
- October 1993 (Revised September 1994)
- Case
Catalina Marketing Corp.
By: David E. Bell, Walter J. Salmon and Dinny Starr
Catalina Marketing is a very successful marketing service firm. Their current customers include major supermarket retailers and consumer products manufacturers nation-wide. Catalina provides a unique way for these clients to distribute coupons for their products via... View Details
- April 1993 (Revised December 2001)
- Case
General Dynamics and Computer Sciences Corporation: Outsourcing the IS Function (B)
By: F. Warren McFarlan and Katherine Seger
Designed to look at outsourcing from the perspective of a major computer services company trying to get into the business. View Details
Keywords: Communication Technology; Business Startups; Business Plan; Business Strategy; Job Cuts and Outsourcing; Financial Management; Management Teams; Communication Strategy; Organizational Design; Product Design; Accounting; Activity Based Costing and Management; Information Technology Industry; Information Technology Industry
- April 1993 (Revised May 1994)
- Case
Prodigy Services Company (A)
By: Lynn S. Paine
Top executives of Prodigy Services Co. must decide how to respond when publicly accused of allowing anti-Semitic messages to be posted on the electronic bulletin boards of the company's interactive computer service. Can they defend free expression while at the same... View Details
- April 1993
- Supplement
Prodigy Services Company (C)
By: Lynn S. Paine
Describes the organizational aftermath. View Details
Keywords: Information Technology Industry
- March 1993 (Revised June 1995)
- Case
Singapore TradeNet: The Tale Continues
By: Lynda M. Applegate, John L. King and Boon-Siong Neo
Continues the story of Singapore Network Services Pte. Ltd. (SNS), which was created to initiate and manage the creation of value-added networks for trade and other aspects of commerce in the island nation of Singapore. SNS built on its TradeNet experience to develop... View Details
- November 1992 (Revised December 1992)
- Case
Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)
By: Robert H. Hayes
The Computer-Aided Manufacturing (CAM) Services Division of John Deere has just received approval to sell their software and computer systems to external customers. These tools, initially developed for internal use, have been widely used throughout Deere. Still,... View Details
- November 1992 (Revised May 1993)
- Case
American Mobile Satellite Corporation
By: Frank V. Cespedes and Laura Goode
American Mobile Satellite Corp. (AMSC) has a license to provide wireless mobile communications via satellite throughout the United States and 200 miles of coastal waters. The first satellite launch is scheduled for 1994 and, in the interim, AMSC is providing limited... View Details
- October 1992 (Revised February 1995)
- Background Note
Note on the Federal Sentencing Guidelines for Organizations
By: Lynn S. Paine
Describes the federal guidelines used by judges for sentencing organizations convicted of criminal wrong-doing under U.S. law as of November 1, 1991. Describes the guidelines' approach to calculating criminal fines for organizations, determining an organization's... View Details
- September 1992 (Revised November 1996)
- Case
Royal Automobile Club Rescue Services Division: Transformation Through Technology
By: W. Earl Sasser and Roger H. Hallowell
The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details