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    Andreessen Horowitz

    This teaching case profiles Andreessen Horowitz (a16z), a venture capital firm launched in 2009 that quickly broke into the VC industry's top ranks. The case recounts the firm's history; describes its co-founders' motivations and their strategy for disrupting an... View Details

    • September 1992 (Revised January 1993)
    • Case

    Courtyard by Marriott

    By: James L. Heskett and Roger H. Hallowell
    Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details
    Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Service Industry
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    Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)
    • 28 Sep 2015
    • Research & Ideas

    Six Lessons from Mobile Money Ventures in Developing Countries

    attempts to copy successful services haven’t always worked out. For example, despite Vodafone’s widespread success in Kenya, its effort to take the M-Pesa model to South Africa fell flat. Mobile money View Details
    Keywords: by Dina Gerdeman; Financial Services; Financial Services

      Trevor Fetter

      Trevor Fetter is a Senior Lecturer and the Henry B. Arthur Fellow at Harvard Business School, where he has been on the faculty since 2019. He teaches two MBA required courses: Financial Reporting and Control and Leadership and Corporate Accountability. He has also... View Details

      • October 2021 (Revised December 2021)
      • Case

      Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

      By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
      As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
      Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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      Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
      • 17 Mar 2015
      • First Look

      First Look: March 17

      in partnered R&D projects. March 2015 Journal of Operations Management Collaboration in Multi-Partner R&D Projects: The Impact of Partnering Scale and Scope By: Mishra, Anant, Aravind Chandrasekaran,... View Details
      Keywords: Sean Silverthorne
      • September 2008 (Revised February 2009)
      • Case

      Ocean Tomo: Building a Market for Intellectual Property

      By: Peter A. Coles, Andrei Hagiu and Alison Berkley Wagonfeld
      Ocean Tomo's management team sought to turn the company into the leading intermediary for intellectual property. Despite its increasingly important role in the global marketplace, IP remained a notoriously illiquid asset—difficult to value, harder to trade, and often... View Details
      Keywords: Globalized Markets and Industries; Intellectual Property; Resource Allocation; Auctions; Market Design; Service Operations
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      Coles, Peter A., Andrei Hagiu, and Alison Berkley Wagonfeld. "Ocean Tomo: Building a Market for Intellectual Property." Harvard Business School Case 709-404, September 2008. (Revised February 2009.)

        Archie L. Jones

        Archie Jones is a Senior Lecturer in the Entrepreneurial Management Unit at the Harvard Business School, where he currently teaches Venture Capital and Private Equity, Field... View Details

        • October 2017 (Revised October 2022)
        • Case

        Jumia Nigeria: from Retail to Marketplace (A)

        By: Ramon Casadesus-Masanell and Namrata Arora
        Founded in 2012, Jumia Nigeria, a startup effort by Germany-based Rocket Internet, aimed to become an African Amazon. The company entered the nascent market and immediately enjoyed an uptick in consumer spending fueled by the strength of Nigeria’s oil-based economy. By... View Details
        Keywords: Retail; Marketplace; Inventory; Ecommerce; Funding; Business Ecosystem; Business Ecosystems; Competition; Business Model; Globalization; Emerging Markets; Expansion; Logistics; Competitive Strategy; E-commerce; Retail Industry; India; Nigeria; Africa
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        Casadesus-Masanell, Ramon, and Namrata Arora. "Jumia Nigeria: from Retail to Marketplace (A)." Harvard Business School Case 718-401, October 2017. (Revised October 2022.)
        • November 1999 (Revised March 2003)
        • Case

        Webvan: Groceries on the Internet

        By: John A. Deighton and Kayla Bakshi
        What are the prospects for grocery shopping on the Web? This case invites a comparison of seven business models, with particular emphasis on Webvan. Why does the investment community value Webvan at $7.8 billion after less than six months of operating experience, and... View Details
        Keywords: Business Model; Experience and Expertise; Investment; Information; Marketing; Distribution Channels; Service Delivery; Cognition and Thinking; Internet and the Web; Service Industry; Service Industry
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        Deighton, John A., and Kayla Bakshi. "Webvan: Groceries on the Internet." Harvard Business School Case 500-052, November 1999. (Revised March 2003.)

          Anita Elberse

          Anita Elberse is the Lincoln Filene Professor of Business Administration at Harvard Business School.

          Professor Elberse develops and teaches an MBA course covering the "Businesses of Entertainment, Media, and Sports," which ranks among the most sought-after... View Details

          Keywords: advertising; arts; broadcasting; communications; consumer products; e-commerce industry; electronics; entertainment; fashion; home video games; information; marketing industry; motion pictures; music; publishing industry; sports; telecommunications; video games
          • March 2008 (Revised November 2008)
          • Case

          Databank in Africa

          By: Jordan Siegel and Yi Kwan Chu
          This case tackles issues of regional strategy and strategic institutional arbitrage. Databank is a financial services firm designing its regional strategy for Africa and seeking to benefit from institutional arbitrage. View Details
          Keywords: Developing Countries and Economies; Local Range; Emerging Markets; Service Operations; Business Strategy; Financial Services Industry; Africa
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          Siegel, Jordan, and Yi Kwan Chu. "Databank in Africa." Harvard Business School Case 708-478, March 2008. (Revised November 2008.)
          • February 2023
          • Case

          Seemore Meats & Veggies

          By: Lou Shipley, Patricia Favreau and Mel Martin
          Cara Nicoletti was an emerging food entrepreneur that had recently launched her first product, a sustainably sourced, vegetable-infused meat sausage. Brooklyn, New York City-based Seemore Meats & Veggies had seen promising signs of success in local markets and pockets... View Details
          Keywords: Sales; Food; Logistics; Entrepreneurship; Growth and Development Strategy; Agriculture and Agribusiness Industry; Food and Beverage Industry; United States
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          Shipley, Lou, Patricia Favreau, and Mel Martin. "Seemore Meats & Veggies." Harvard Business School Case 823-084, February 2023.
          • September 2019 (Revised February 2022)
          • Supplement

          Glenn Defense Marine Asia (B)

          By: Susanna Gallani, Anja Anliker, Luke Hodges and Amram Migdal
          This case describes the growth of Glenn Defense Marine Asia (GDMA) under the leadership of Leonard Glenn Francis. GDMA provided ship husbanding and logistical support services to the United States Navy when Navy ships visited various ports in Southeast Asia. The case... View Details
          Keywords: Business Ventures; Business Growth and Maturation; Crime and Corruption; Ethics; Fairness; Moral Sensibility; Values and Beliefs; Governance; Corporate Accountability; Governance Controls; Government and Politics; Law; Contracts; Lawfulness; Operations; Service Industry; Service Industry; Asia; Southeast Asia; Malaysia; Singapore
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          Gallani, Susanna, Anja Anliker, Luke Hodges, and Amram Migdal. "Glenn Defense Marine Asia (B)." Harvard Business School Supplement 120-037, September 2019. (Revised February 2022.)
          • September 2019 (Revised February 2022)
          • Case

          Glenn Defense Marine Asia (A)

          By: Susanna Gallani, Anja Anliker, Luke Hodges and Amram Migdal
          This case describes the growth of Glenn Defense Marine Asia (GDMA) under the leadership of Leonard Glenn Francis. GDMA provided ship husbanding and logistical support services to the United States Navy when Navy ships visited various ports in Southeast Asia. The case... View Details
          Keywords: Business Ventures; Business Growth and Maturation; Crime and Corruption; Ethics; Fairness; Moral Sensibility; Values and Beliefs; Governance; Corporate Accountability; Governance Controls; Government and Politics; Law; Contracts; Lawfulness; Operations; Service Industry; Service Industry; Asia; Southeast Asia; Malaysia; Singapore
          Citation
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          Gallani, Susanna, Anja Anliker, Luke Hodges, and Amram Migdal. "Glenn Defense Marine Asia (A)." Harvard Business School Case 120-036, September 2019. (Revised February 2022.)
          • 01 Feb 2017
          • What Do You Think?

          Is the Next Jobs Crisis Just Ahead?

          won’t be lost such as highly personalized services such as child care until I considered that my 2 year-old grandson can operate iPhones, computers, and other electronic devices which means he’ll soon have... View Details
          Keywords: by James Heskett; Service
          • August 2000 (Revised September 2005)
          • Case

          Omnitel Pronto Italia

          By: Rajiv Lal, Carin-Isabel Knoop and Suma Raju
          Describes the situation faced by Omnitel soon after launching its mobile telecommunication services in Italy in December 1995. Competing against the Italian monopoly, TIM, Omnitel had positioned its services to be better on the quality dimension. However, sales were... View Details
          Keywords: Customer Satisfaction; Marketing Channels; Marketing Strategy; Product Positioning; Market Entry and Exit; Product Development; Sales; Competition; Segmentation; Value Creation; Telecommunications Industry; Italy
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          Lal, Rajiv, Carin-Isabel Knoop, and Suma Raju. "Omnitel Pronto Italia." Harvard Business School Case 501-002, August 2000. (Revised September 2005.)
          • August 2001 (Revised March 2003)
          • Case

          PassAct, Inc.

          PassAct is a virtual distributor for high-tech R&D components and products, taking orders from researchers within companies, passing them on to appropriate suppliers, and monitoring fulfillment. Customers order from a Web-based catalog with built-in work-flow... View Details
          Keywords: Internet and the Web; Order Taking and Fulfillment; Web Services Industry
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          McAfee, Andrew P. "PassAct, Inc." Harvard Business School Case 602-026, August 2001. (Revised March 2003.)
          • July 1999 (Revised November 1999)
          • Case

          Northwest Airlines and the Detroit Snowstorm (A)

          Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. View Details
          Keywords: Service Delivery; Failure; Service Industry; Service Industry
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          Hallowell, Roger H. "Northwest Airlines and the Detroit Snowstorm (A)." Harvard Business School Case 800-053, July 1999. (Revised November 1999.)
          • Profile

          Eryn Schultz

          Why was earning your MBA at HBS important to you? I decided to apply to business school because I wanted to pivot away from strategy consulting and move into an operations focused role at a mission-oriented organization. While I had... View Details
          Keywords: Services; Services
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