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August 2001 (Revised May 2004)
Case

Maria Hernandez & Associates

By: William J. Bruns Jr.

This case presents the situation of an unemployed web page designer who starts a new consulting firm with personal savings and a family loan. Two months later, she is to report on operations to her father, using financial reports she must design and construct. View Details

Keywords: Financial Reporting; Accounting; Business Startups; Design; Borrowing and Debt; Service Industry

September 2000 (Revised April 2001)
Case

Kana Communications

Kana is a young Internet software company wondering how it should react to the rapid emergence of Application Service Providers (ASPs), firms that host software applications for customers who can reach those via the Internet. ASPs may be a new channel of distribution... View Details

Keywords: Change Management; Internet and the Web; Applications and Software; Distribution Channels; Web Services Industry

November 2019 (Revised December 2019)
Case

Marcus by Goldman Sachs

By: Rory McDonald, Samir Junnarkar and David Lane

Five years on from the 2008 financial crisis, Goldman Sachs remained wounded. Revenues at the global investment bank had stagnated below pre-crisis levels, and the firm had yet to rebound from a substantial decline in securities-trading revenues. Marcus by Goldman... View Details

Keywords: Corporate Entrepreneurship; Banks and Banking; Innovation Leadership; Growth and Development Strategy; Growth Management; Organizational Culture; Financial Services Industry; United Kingdom

September 2012 (Revised December 2012)
Case

Addleshaw Goddard LLP (Abridged)

By: Robert G. Eccles, Amy C. Edmondson and James Weber

Addleshaw-Goddard (AG), the 15th largest law firm in the UK, is seeking ways to serve larger clients on more important legal matters. Part of this strategy involves its "Client Development Centre (CDC)," an innovative idea and set of services launched by Dr. Jim Hever... View Details

Keywords: Price; Innovation and Invention; Service Operations; Partners and Partnerships; Competitive Advantage; Diversification; Legal Services Industry; United Kingdom

January 2020
Case

Sunset Limited or Full Speed Ahead? Amtrak Talks to Congress

By: John D. Macomber

Richard Anderson took the helm of Amtrak in 2017 after leading a successful turnaround at Delta Airlines. Amtrak is a US state owned enterprise with about $3.5 bn in annual revenue (and a large operating loss) that is responsible for substantial segments of passenger... View Details

Keywords: Railroad; Passenger Transportation; Urbanization; Cities; U.S. Congress; Infrastructure; Transition; Transportation; Rail Transportation; Climate Change; Urban Scope; Strategic Planning; Business and Government Relations; Rail Industry; United States

19 Dec 2023
Research & Ideas

$15 Billion in Five Years: What Data Tells Us About MacKenzie Scott’s Philanthropy

finished giving, but with more than $15 billion granted to nearly 2,000 organizations, some meaningful patterns have begun to emerge. We parsed all the Yield Giving donation information available to date and matched it with Internal Revenue View Details

Keywords: by Matthew Lee, Brian Trelstad, and Ethan Tran

October 1999 (Revised October 2005)
Case

Autobytel.com

By: Youngme E. Moon

Autobytel enjoys first-mover advantage in the Internet new car buying space. According to a number of metrics, it is the online leader in this category. However, a number of competitors have sprung up, raising questions about the long-term viability of Autobytel's... View Details

Keywords: Growth and Development Strategy; Internet and the Web; Marketing Channels; Strategy; Internet and the Web; Competition; Business Model; Service Operations; Budgets and Budgeting; Growth and Development; Auto Industry

08 Aug 2011
Research & Ideas

The Death of the Global Manager

while confirming and further exploring some basic challenges that have, more or less, remained the same. "There are three core strategies that any MNC has to pursue to build layers of competitive advantage," Bartlett says. "The first is to use worldwide... View Details

Keywords: by Julia Hanna

04 Apr 2017
First Look

First Look at New Research, April 4

to develop Alfred’s routes and respond to customer requests in conjunction with other service providers, for example grocery delivery services, in what the founders describe as their "B2B2C" business model. Alfred won the... View Details

Keywords: Sean Silverthorne

May 1994 (Revised September 1994)
Case

STAR TV (A)

By: Michael Y. Yoshino and J. Peter Williamson

Concerns the decision whether or not to launch a satellite television service in Asia in the 1990-1991 period. STAR TV was a joint venture between Hutchison Whampoa and Li-Ka Shing and was established to launch such a service. Li-Ka Shing's son, Richard, was CEO.... View Details

Keywords: Joint Ventures; Decisions; Product Launch; Service Delivery; Adaptation; Entertainment and Recreation Industry; Asia; Europe; United States

06 Oct 2009
First Look

First Look: October 6

services into three new content areas—news, music, and popular bloggers. Each potential area of Daqi's expansion offered extensive benefits, such as major growth opportunity, as well as risks, including private lawsuits, government... View Details

Keywords: Martha Lagace

May 2007 (Revised September 2007)
Case

Cleveland Clinic

By: Frances X. Frei, Amy C. Edmondson, Christine van Keuren and Eliot Sherman

Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. This case evaluates the methods, processes, and personnel that the hospital has cultivated over the years in order to... View Details

Keywords: Health Care and Treatment; Medical Specialties; Innovation and Invention; Service Delivery; Expansion; Health Industry; Cleveland

February 2011
Case

oDesk: Changing How the World Works

By: Boris Groysberg, David A. Thomas and Jennifer M. Tydlaska

It is 2010, and Gary Swart, CEO of oDesk, is contemplating the next steps for his organization. Founded in 2004 in California, oDesk operates an online marketplace which matches Employers with Contractors. oDesk provides fact-based information on Contractors, including... View Details

Keywords: Recruitment; Leadership; Growth and Development Strategy; Digital Platforms; Marketplace Matching; Corporate Strategy; Internet and the Web; Consulting Industry

February 2010
Case

Go Mobile: The Phirbol Franchise

By: Rajiv Lal and Natalie Kindred

To grow Phirbol, a telecom retail franchise chain in Delhi, India's underdeveloped markets, its founders were exploring ways to offer more value to the franchisees. In mid-2009, the Phirbol franchise was comprised of some 150 franchisees that had converted their small... View Details

Keywords: Business Model; Business Startups; Innovation and Management; Brands and Branding; Service Operations; Franchise Ownership; Value Creation; Telecommunications Industry; Delhi

April 2010 (Revised April 2010)
Case

Mercadona

This case presents the predicament of a company trying to do right by its customers and its employees as the economic crisis of 2008 hits home. Fifteen years earlier, this Spanish supermarket chain had adopted its own version of total quality management, called the... View Details

Keywords: Customer Satisfaction; Compensation and Benefits; Employee Relationship Management; Service Operations; Business Processes; Retail Industry; Spain

August 2014 (Revised March 2015)
Case

Reinventing Retail: ShopRunner's Network Bet

By: Benjamin Edelman and Karen Webster

ShopRunner considers adjustments to improve its online shopping service which offers no-charge two-day shipping as well as easy returns and other conveniences. Competitors' diverse pricing models and ancillary benefits raise questions about how to structure and price... View Details

Keywords: Shopping Club; Coop; Pricing; Shipping; Marketing Channels; Global Strategy; Order Taking and Fulfillment; Information Technology Industry; Retail Industry; United States; China

November 2008 (Revised April 2010)
Case

The Bridgespan Group: Chapter 2

By: Allen S. Grossman, Naomi Greckol-Herlich and Cathy Ross

The Bridgespan Group was launched in 2000 by management consulting group Bain & Company as a nonprofit focused on strategy consulting for nonprofits and philanthropists. Over the next eight years, Bridgespan expanded its services to include executive search, knowledge... View Details

Keywords: Philanthropy and Charitable Giving; Growth and Development Strategy; Service Operations; Corporate Social Responsibility and Impact; Nonprofit Organizations; Expansion; Consulting Industry

06 Feb 2018
First Look

First Look at New Research and Ideas: February 6, 2018

substantially fewer violations. With improved compliance, channel prices increase by 2% without loss in volume. The reduction in violations is particularly stark among authorized retailers with lower sales volume, those that previously View Details

October 2009 (Revised June 2011)
Case

Zappos.com 2009: Clothing, Customer Service, and Company Culture

By: Frances X. Frei, Robin J. Ely and Laura Winig

On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details

Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry

October 2007 (Revised January 2009)
Case

The Hertz Corporation (A)

By: Timothy A. Luehrman and Douglas Scott

Examines the leveraged buyout of Hertz in 2005, a complex, high-profile deal and a good example of cutting-edge practice in private equity. The first of a two-part series on the Hertz LBO, adopts the perspective of Clayton, Dubilier & Rice, the leader of a private... View Details

Keywords: Leveraged Buyouts; Private Equity; Bids and Bidding; Negotiation Deal; Valuation; Value Creation; Financial Services Industry; United States

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