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    Tom Nicholas

    Tom Nicholas is William J. Abernathy Professor of Business Administration at Harvard Business School. He is British and holds a doctorate from Oxford University. His research focuses on the history of entrepreneurship, innovation and finance. His book (VC: An... View Details

    Keywords: financial services; financial services
    • September 1991 (Revised January 1997)
    • Case

    Manzana Insurance: Fruitvale Branch (Abridged)

    By: Steven C. Wheelwright
    Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details
    Keywords: Business Offices; Decision Choices and Conditions; Time Management; Service Operations; Performance Evaluation; Competition; Insurance Industry
    Related
    • February 2025
    • Case

    Luca de Meo at Renault Group (A)

    By: Emily Truelove, Linda A. Hill and Lydia Begag
    When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details
    Keywords: Change Management; Transformation; Transition; Interpersonal Communication; Forms of Communication; Talent and Talent Management; Experience and Expertise; Customer Value and Value Chain; Decision Making; Economic Growth; Financial Crisis; Alternative Energy; Engineering; Global Strategy; Governance; Digital Transformation; Digital Strategy; Technology Adoption; Disruptive Innovation; Technological Innovation; Innovation Leadership; Collaborative Innovation and Invention; Leading Change; Leadership Development; Leadership Style; Crisis Management; Management Skills; Business Processes; Organizational Culture; Organizational Structure; Performance Efficiency; Transportation; Auto Industry; Auto Industry; Auto Industry; Auto Industry; Auto Industry; France; Europe; China
    Related
    • November 2015 (Revised May 2016)
    • Case

    Aspiring Minds

    By: Karim R. Lakhani, Marco Iansiti and Christine Snively
    By 2015, India-based employment assessment and certification provider Aspiring Minds had helped facilitate over 300,000 job matches through its assessment tools. Aspiring Minds' flagship product, the Aspiring Minds Computer Adaptive Test (AMCAT), used machine learning... View Details
    Keywords: Information Technology; Strategy; Higher Education; Technological Innovation; Employment; Technology Industry; India; China
    Related
    • February 1989 (Revised August 1989)
    • Case

    Portman Hotel Co.

    A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies,... View Details
    Keywords: Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
    Related
    • February 2025
    • Case

    Luca de Meo at Renault Group (A) (Abridged)

    By: Emily Truelove, Linda A. Hill and Lydia Begag
    When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details
    Keywords: Change Management; Transformation; Transition; Interpersonal Communication; Forms of Communication; Talent and Talent Management; Experience and Expertise; Customer Value and Value Chain; Decision Making; Economic Growth; Financial Crisis; Alternative Energy; Engineering; Global Strategy; Governance; Digital Transformation; Digital Strategy; Technology Adoption; Disruptive Innovation; Technological Innovation; Innovation Leadership; Collaborative Innovation and Invention; Leading Change; Leadership Development; Leadership Style; Crisis Management; Management Skills; Business Processes; Organizational Culture; Organizational Structure; Performance Efficiency; Transportation; Auto Industry; Auto Industry; Auto Industry; Auto Industry; Auto Industry; France; Europe; China
    Related
    • 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
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    • May 2007 (Revised April 2009)
    • Case

    Netflix

    By: Willy C. Shih, Stephen P. Kaufman and David Spinola
    Reed Hastings founded Netflix with a vision to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encouraged challenges it underwent several major strategy shifts, ultimately developing a... View Details
    Keywords: Business Model; Film Entertainment; Disruptive Innovation; Growth and Development Strategy; Distribution Channels; Service Delivery; Renting or Rental; Competitive Strategy; Motion Pictures and Video Industry
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    • Teaching Interest

    MBA Elective Curriculum Personal Selling and Sales Force Management

    Personal selling is the primary (and sometimes the only) form of marketing activity for many firms, especially in a business-to-business context. The course focuses on the tactical component of managing a salesforce and on the strategic element of linking sales... View Details

    • December 2006 (Revised September 2007)
    • Case

    Ponsse: From Finland to Global

    By: David E. Bell and Mary L. Shelman
    Finland-based Ponsse Oyj, with 2005 turnover of $250 million, is the only dedicated forest equipment company of size that remained in a consolidating industry. Competitors included global giants such as John Deere and Komatsu. Since his arrival at Ponsse in 2004, CEO... View Details
    Keywords: Globalized Firms and Management; Globalized Markets and Industries; Growth and Development Strategy; Performance Capacity; Expansion; Forest Products Industry; Forest Products Industry; Russia; Finland; United States; Brazil
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    • 2017
    • Book

    Managing Risk in Reinsurance: From City Fires to Global Warming

    By: Niels Viggo Hauter and Geoffrey Jones
    This is the first book to provide a comprehensive history of the reinsurance industry from the nineteenth century to the present day. Reinsurance developed at the fringe of financial services and, for most of its existence, was largely unnoticed outside the expert... View Details
    Keywords: Insurance; Risk Management; Business History; Globalization; Risk and Uncertainty; Financial Services Industry; Insurance Industry; Africa; Europe; Latin America; North and Central America; Asia
    Related
    • September 2019 (Revised September 2019)
    • Case

    Facebook Fake News in the Post-Truth World

    By: John R. Wells, Carole A. Winkler and Benjamin Weinstock
    In August 2019, Mark Zuckerberg, founder and CEO of Facebook, was surrounded by controversy. The first major storm of protest followed the surprise election of Donald Trump as President of the United States on November 8, 2016; many put the blame at the door of fake... View Details
    Keywords: Facebook; Fake News; Mark Zuckerberg; Donald Trump; Algorithms; Social Networks; Partisanship; Social Media; App Development; Instagram; WhatsApp; Smartphone; Silicon Valley; Office Space; Digital Strategy; Democracy; Entry Barriers; Online Platforms; Controversy; Tencent; Agility; Social Networking; Gaming; Gaming Industry; Computer Games; Mobile Gaming; Messaging; Monetization Strategy; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Growth and Maturation; Business Headquarters; Business Organization; For-Profit Firms; Trends; Communication; Communication Technology; Forms of Communication; Interactive Communication; Interpersonal Communication; Talent and Talent Management; Crime and Corruption; Voting; Demographics; Entertainment; Games, Gaming, and Gambling; Moral Sensibility; Values and Beliefs; Initial Public Offering; Profit; Revenue; Geography; Geographic Location; Global Range; Local Range; Country; Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Globalized Markets and Industries; Governing Rules, Regulations, and Reforms; Government and Politics; International Relations; National Security; Political Elections; Business History; Recruitment; Selection and Staffing; Information Management; Information Publishing; News; Newspapers; Innovation and Management; Innovation Strategy; Technological Innovation; Knowledge Dissemination; Human Capital; Law; Leadership Development; Leadership Style; Leading Change; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Management Style; Management Systems; Management Teams; Managerial Roles; Marketing Channels; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Marketplace Matching; Industry Growth; Industry Structures; Monopoly; Media; Product Development; Service Delivery; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Public Ownership; Problems and Challenges; Business and Community Relations; Business and Government Relations; Groups and Teams; Networks; Rank and Position; Opportunities; Behavior; Emotions; Identity; Power and Influence; Prejudice and Bias; Reputation; Social and Collaborative Networks; Status and Position; Trust; Society; Civil Society or Community; Culture; Public Opinion; Social Issues; Societal Protocols; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customization and Personalization; Diversification; Expansion; Horizontal Integration; Segmentation; Information Technology; Internet and the Web; Mobile and Wireless Technology; Applications and Software; Information Infrastructure; Valuation; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; Advertising Industry; United States; California; Sunnyvale; Russia
    Related
    • February 2013 (Revised February 2017)
    • Case

    Iz-Lynn Chan at Far East Organization

    By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
    Iz-Lynn Chan, assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore, raises service standards in the company's hospitality... View Details
    Keywords: Hospitality; Organizational Change And Transformation; Leadership; Leading Change; Change Management; Service Industry; Singapore
    Related
    • December 2003 (Revised March 2005)
    • Background Note

    Who is a Professional?

    By: Ashish Nanda
    Many occupations lay claim to professional status. Business executives, social workers, musicians, sportsmen, and academics describe their occupations as "professions". Office assistants call themselves "administrative professionals". Obviously, not all occupations... View Details
    Keywords: Status and Position; Jobs and Positions; Service Industry
    Related
    • April 2004 (Revised July 2007)
    • Case

    OfficeTiger

    By: Joseph B. Lassiter III and Johanna Regine Naunton Blaxall
    OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided services for corporations, investment banks, and professional services firms throughout the United States, Europe, and... View Details
    Keywords: Mergers and Acquisitions; Globalized Markets and Industries; Job Cuts and Outsourcing; Growth and Development Strategy; Service Operations; India
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    • September 1999 (Revised March 2001)
    • Case

    Charles Schwab Corporation (A)

    By: F. Warren McFarlan and Nicole Tempest
    A look at the industrial restructuring in the brokerage industry made possible by e-commerce. Focuses the student's attention on the decision alternatives facing Charles Schwab, one of the industry leaders in January 1998. In a word, the challenge is "Do they slash... View Details
    Keywords: Restructuring; Internet and the Web; Price; Decision Choices and Conditions; Business Strategy; Competitive Strategy; Financial Services Industry
    Related
    • May 2001 (Revised May 2015)
    • Case

    Compagnie Lyonnaise de Transport (A)

    By: Michael Tushman and Michael J. Roberts
    Describes the issues surrounding the funding of a centralized research service that supports two related divisions. The company has a very decentralized and financially driven culture, and the centralized service is used unequally, setting up a conflict. View Details
    Keywords: Business Divisions; Organizational Culture; Relationships; Conflict Management; Balance and Stability; Transportation Industry; France
    Related
    • September 2003 (Revised March 2004)
    • Case

    Bharti Tele-Ventures

    By: Tarun Khanna, Krishna G. Palepu and Ingrid Vargas
    Following the liberalization of India's telecommunications service industry in the early 1990s, Bharti Tele-Ventures grew from a small entrepreneurial telephone equipment importer and manufacturer to become India's largest private-sector telecommunications service... View Details
    Keywords: Private Sector; Growth and Development; Customers; Foreign Direct Investment; Mergers and Acquisitions; Competition; Public Ownership; Profit; Partners and Partnerships; Rank and Position; Telecommunications Industry; India
    Related
    • September 2002 (Revised November 2002)
    • Case

    Transformation at the IRS

    By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
    Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
    Keywords: Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States
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    • June 1995
    • Case

    Polaroid Corporation: European Distribution System

    By: Janice H. Hammond and Afroze A Mohammed
    Describes distribution operations in Polaroid Europe. In the late 1980s, Polaroid senior management in the United States proposed moving from a system of 12 decentralized warehouses to a centralized distribution system in which all inventory for European retailers... View Details
    Keywords: Distribution; Operations; Risk Management; Distribution Channels; Logistics; Transition; Strategy; Problems and Challenges; Industry Structures; Consumer Products Industry; Europe; European Union; United States
    Related