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2011
Case

Wrapitup

By: W. Earl Sasser

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Service Operations; Governance Controls; Revenue; Employee Relationship Management; Planning; Customer Satisfaction; Problems and Challenges; Profit; Change Management; Compensation and Benefits; Leadership Style; Service Industry; California

December 1986 (Revised November 1990)
Case

Club Med (B)

Highlights the issue of high employee turnover in a multi-site, international subsidiary of a large resort company. Also described are service-quality problems the company has because the amount of value added through employee interaction with customers is high.... View Details

Keywords: Globalized Firms and Management; Retention; Recruitment; Cross-Cultural and Cross-Border Issues; Tourism Industry; United States

November 2011
Case

WrapItUp: Developing a New Compensation Plan

By: W. Earl Sasser Jr. and Rachel Shelton

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Retail Industry; Food and Beverage Industry; California

03 Jun 2014
First Look

First Look: June 3

in the external capital markets. In addition, the results show that diversification can be beneficial in the presence of frictions in the labor market. Publisher's link: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2132676 Working Papers Cohort View Details

Keywords: Sean Silverthorne

October 2019 (Revised August 2022)
Case

Nehemiah Mfg. Co.: Providing a Second Chance

By: Michael Chu, Brian Trelstad and John Masko

In 2009, Dan Meyer and Richard Palmer, two veterans of the fast-moving consumer goods (FMCG) industry, founded Nehemiah Manufacturing to build FMCG brands while providing jobs to Cincinnati, Ohio’s beleaguered urban core. Two years later, the pair made their first... View Details

Keywords: Fast Moving Consumer Goods; Social Entrepreneurship; Retention; Selection and Staffing; Employment; Human Capital; Growth Management; Brands and Branding; Social Marketing; Mission and Purpose; Prejudice and Bias; City; Urban Scope; Consumer Products Industry; Manufacturing Industry; Ohio; United States

August 2012
Case

ARISE: A Destination-for-a-Day Spa

By: Michael Beer and Lynda St. Clair

A new Dallas-based health and beauty spa aims to use a highly distinctive human resource system as the foundation of its competitive strategy. By encouraging employees to act as "personal wellness coaches" (PWCs) with high commitment and broad responsibilities, the... View Details

Keywords: Compensation and Benefits; Motivation and Incentives; Organizational Design; Organizational Culture; Service Delivery; Competitive Strategy; Innovation Strategy; Health Industry; Entertainment and Recreation Industry; Service Industry; Texas

November 2, 2015
Article

The Best Ways to Hire Salespeople

By: Frank V. Cespedes and Daniel Weinfurter

Companies typically spend more on hiring in sales than they do anywhere else in the firm. Average annual turnover in sales is 25% to 30%, while direct replacement costs for a telesales employee ranges from $75,000 to $90,000 and other sales positions cost as much as... View Details

Keywords: Selection and Staffing; Salesforce Management; Retention

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May 2024
Case

Mission Veterinary Partners

By: Boris Groysberg, Zeeshan Ali and Annelena Lobb

After five successful years, Mission Veterinary Partners (MVP) had to decide on the best way to scale. MVP owned 300 animal hospitals and competed with other consolidators to buy more small veterinary practices. MVP had to distinguish itself as the buyer of choice but... View Details

Keywords: Mergers and Acquisitions; Retention; Growth and Development Strategy; Competitive Strategy

spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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June 2020
Case

Recovering Trust After Corporate Misconduct at Wells Fargo

By: Suraj Srinivasan and Jonah S. Goldberg

The case describes widespread misconduct at Wells Fargo Community Bank in the period leading up to 2017 and the company’s subsequent attempts to improve internal controls, company culture, and corporate governance. The case examines the potential causes of large scale... View Details

Keywords: Corporate Misconduct; Internal Controls; Banks and Banking; Crime and Corruption; Corporate Governance; Organizational Culture; Governance Compliance; Management Systems; Organizational Change and Adaptation; Performance Improvement; Governing and Advisory Boards

2017
Module Note

Financial Accounting Reading: Analyzing Financial Statements

By: Suraj Srinivasan and V.G. Narayanan

Core Curriculum Readings in Financial Accounting cover the fundamental concepts in financial accounting. Many Readings include videos and Interactive Illustrations to help students master complex concepts.
This reading helps students understand that financial... View Details

Keywords: Financial Ratios; Financial Statements; Analysis; Accounting

August 1996 (Revised August 1997)
Case

TNT Limited's Logistics Services in Asia (A): The Strategy

By: Michael Y. Yoshino and Carin-Isabel Knoop

Meredith Hellicar's mission as general manager of corporate development is to make TNT Ltd. one of the biggest and most diverse transport and logistic companies in the world, with approximately $5 billion in turnover in 1993, a leading provider of logistics services in... View Details

Keywords: Business or Company Management; Managerial Roles; Distribution; Logistics; Mission and Purpose; Partners and Partnerships; Strategy; Diversification; Transportation Industry; Asia; China; Indonesia; Thailand

2025
Working Paper

Healthcare Provider Bankruptcies

By: Samuel Antill, Ashvin Gandhi, Jessica Bai and Adrienne Sabety

Healthcare firms are filing for Chapter 11 bankruptcy at record rates. We find that bankruptcies increase healthcare staff turnover, worsen care, and harm patients. Using a difference-in-differences design, we estimate that a bankruptcy filing immediately increases... View Details

Keywords: Insolvency and Bankruptcy; Health Care and Treatment; Outcome or Result; Retention; Health Industry

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October 2023
Article

Stock Market Stimulus

By: Robin Greenwood, Toomas Laarits and Jeffrey Wurgler

We study the stock market effects of the arrival of the three rounds of “stimulus checks” to U.S. taxpayers and the single round of direct payments to Hong Kong citizens. The first two rounds of U.S. checks appear to have increased retail buying and share prices of... View Details

Keywords: Stock Market; COVID-19 Pandemic; Fiscal Stimulus; Stimulus Payments; Impact; Stocks; System Shocks; Price; Spending; United States; Hong Kong

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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

January 2014 (Revised January 2014)
Case

Showdown at Cracker Barrel

By: Suraj Srinivasan and Tim Gray

In the fall of 2011, activist investor, Sardar Biglari, has acquired nearly 10% ownership in the Cracker Barrel restaurant chain. He believes that the board and senior management have failed and the company has underperformed relative to its peers. When he is denied a... View Details

2022
Working Paper

Stock Market Stimulus

By: Robin Greenwood, Toomas Laarits and Jeffrey Wurgler

We study the stock market effects of the arrival of the three rounds of “stimulus checks” to U.S. taxpayers and the single round of direct payments to Hong Kong citizens. The first two rounds of U.S. checks appear to have increased retail buying and share prices of... View Details

Keywords: Stock Market; COVID-19 Pandemic; Fiscal Stimulus; Stimulus Payments; Impact; Stocks; System Shocks; Price; Spending; United States; Hong Kong; China

April 2018
Article

Effective Sales Training: What Are the Foundational Elements?

By: Frank V. Cespedes

Across industries, turnover in sales positions averages about 25–30% annually. This means that, at many firms, the equivalent of the entire sales force must be replaced and trained every four years or so. No other function has an ongoing talent management task of that... View Details

Keywords: Salesforce Management; Training

February 1990 (Revised July 1990)
Case

Internal Revenue Service: Automated Collection System

By: Nitin Nohria

Describes how the IRS's collection operations changed from a largely manual system (COF) to an automated system (ACS). A central aspect of ACS was the electronic scheduling and maintaining of work. While with ACS the IRS accomplished significant improvements in the... View Details

Keywords: Sovereign Finance; Revenue; Information Technology; Taxation; Change Management; Organizational Change and Adaptation; Organizational Design; Human Resources; Public Administration Industry; United States

2012
Other Unpublished Work

What Are We Meeting For? The Consequences of Private Meetings with Investors

By: Eugene F. Soltes and David H. Solomon

Executives of publicly-traded firms spend considerable time meeting privately with investors, despite regulation restricting their ability to convey material nonpublic information. Using a set of records of all one-on-one meetings between senior management and... View Details

Keywords: Decision Choices and Conditions; Investment; Investment Funds; Governing Rules, Regulations, and Reforms; Management Teams; Public Ownership; Business and Shareholder Relations

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