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      Customer Focused OrganizationRemove Customer Focused Organization →

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      • February 1989 (Revised October 1994)
      • Case

      Asahi Breweries Ltd.

      By: Malcolm S. Salter
      Focuses on competitive repositioning, organizational renewal, and personal leadership. Describes how Asahi Breweries was faced with a major capacity expansion decision after succeeding in increasing market share dramatically in the traditionally stable Japanese beer... View Details
      Keywords: Competitive Strategy; Expansion; Leadership; Organizational Structure; Product Launch; Management Teams; Business or Company Management; Marketing Strategy; Supply Chain Management; Mission and Purpose; Food and Beverage Industry; Japan
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      Salter, Malcolm S. "Asahi Breweries Ltd." Harvard Business School Case 389-114, February 1989. (Revised October 1994.)
      • February 1989
      • Background Note

      Note on Attracting Stakeholders

      By: Amar Bhide and Howard H. Stevenson
      Acquiring resources--or to put it more broadly, attracting stakeholders--is a basic entrepreneurial task. While every enterprise needs employees, customers, suppliers, and financiers who are willing to risk their time and money, attracting these "stakeholders" to an... View Details
      Keywords: Business Ventures; Customers; Entrepreneurship; Investment; Human Resources; Organizational Design; Business and Stakeholder Relations; Risk and Uncertainty
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      Bhide, Amar, and Howard H. Stevenson. "Note on Attracting Stakeholders." Harvard Business School Background Note 389-139, February 1989.
      • January 1989
      • Case

      Benetton S.p.A.

      By: Howard H. Stevenson
      Focuses on the strategic/organizational development of Benetton. Examines the organizational structure which has allowed the company to expand into a world scale company from its small entrepreneurial base. Examines the functional strategies which have allowed a huge... View Details
      Keywords: Marketing Strategy; Organizational Structure; Growth and Development; Business Strategy; Performance Effectiveness; Fashion Industry; Apparel and Accessories Industry
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      Stevenson, Howard H. "Benetton S.p.A." Harvard Business School Case 389-074, January 1989.
      • January 1989
      • Background Note

      Managing Information Technology: Organization and Leadership

      By: James I. Cash Jr. and Thomas H. Davenport
      Describes the organizational components of the typical IT organization in a large corporation. Points out common problems and issues for each component of the organization. Also addresses the leadership issues for the IT function, and focuses specifically on the Chief... View Details
      Keywords: Information Management; Organizational Design; Leadership; Managerial Roles; Information Technology; Problems and Challenges; Information Technology Industry
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      Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: Organization and Leadership." Harvard Business School Background Note 189-133, January 1989.
      • September 1988 (Revised September 1993)
      • Case

      Mrs. Fields Cookies

      By: James I. Cash Jr.
      Mrs. Fields Cookies is a small company selling freshly baked goods through privately owned specialty stores (each store sells only Mrs. Fields products). The company has about 8,000 employees worldwide and less than 150 information systems people for a unique leverage... View Details
      Keywords: Acquisition; Information Management; Organizational Structure; Customer Relationship Management; Business Growth and Maturation; Networks; Internet and the Web; Food and Beverage Industry; Information Technology Industry
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      Cash, James I., Jr. "Mrs. Fields Cookies." Harvard Business School Case 189-056, September 1988. (Revised September 1993.)
      • May 1988
      • Background Note

      Roles and Relationships of Business and Government

      By: George C. Lodge
      Synthesizes a wide range of literature and experience concerning comparative government-business relations, focusing especially on Japan, Europe, and the United States with some references to Brazil and Mexico. Designed for discussion in two consecutive class sessions.... View Details
      Keywords: Economic Systems; Framework; Government and Politics; Mission and Purpose; Organizational Structure; Business and Government Relations; Mathematical Methods; System; Japan; Europe; Mexico; United States; Brazil
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      Lodge, George C. "Roles and Relationships of Business and Government." Harvard Business School Background Note 388-159, May 1988.
      • December 1986 (Revised January 1988)
      • Case

      Hewlett-Packard: Manufacturing Productivity Division (C)

      By: Benson P. Shapiro and Lawrence B. Levine
      Focuses on the development of a "market driven" culture at Hewlett-Packard (HP); the conflict between autonomous, well integrated divisions making products responsive to their own markets and a greater degree of systems integration at the corporate level; and the... View Details
      Keywords: Business Divisions; Marketing; Marketing Strategy; Production; Organizational Culture; Research and Development; Sales; Integration; Manufacturing Industry
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      Shapiro, Benson P., and Lawrence B. Levine. "Hewlett-Packard: Manufacturing Productivity Division (C)." Harvard Business School Case 587-103, December 1986. (Revised January 1988.)
      • April 1986 (Revised May 1988)
      • Case

      Sun Microsystems, Inc. (B)

      By: Kim B. Clark
      Dissects the manufacturing process and procedures of a high-end computer manufacturer. The main issue is how to introduce new products and ramp them up quickly in a competitive environment where time-to-market is crucial. Focuses on engineering change orders--how they... View Details
      Keywords: Factories, Labs, and Plants; Time Management; Product Launch; Production; Business Processes; Competitive Strategy; Computer Industry
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      Clark, Kim B. "Sun Microsystems, Inc. (B)." Harvard Business School Case 686-134, April 1986. (Revised May 1988.)
      • June 1985 (Revised April 1989)
      • Case

      Benetton (B)

      By: James L. Heskett
      The managing director of Benetton is faced with several issues concerning the adequacy of the company's organization to capitalize on the early success it has achieved in an important foreign market, the United States. Specifically, the case raises questions about... View Details
      Keywords: Organizational Structure; Global Strategy; Transition; Growth and Development Strategy; Success; Business Headquarters; Business Subsidiaries; Organizational Change and Adaptation; Business Growth and Maturation; United States; Italy
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      Heskett, James L. "Benetton (B)." Harvard Business School Case 685-020, June 1985. (Revised April 1989.)
      • January 1985 (Revised February 1997)
      • Case

      Lotus Development Corp.

      By: William A. Sahlman
      Contains a description of the history and venture capital financing of Lotus Development. Focuses on issues related to the possible terms of investment in Lotus by a major venture capital firm. The pedagogic objectives in the case are: to explore the elements of the... View Details
      Keywords: Technological Innovation; Business or Company Management; Venture Capital; Organizational Structure; Entrepreneurship; Financing and Loans; Outcome or Result; Corporate Finance; Planning; Computer Industry
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      Sahlman, William A. "Lotus Development Corp." Harvard Business School Case 285-094, January 1985. (Revised February 1997.)
      • June 1983 (Revised April 1991)
      • Case

      Dominion Engineering Works

      By: Christopher A. Bartlett
      Dominion Engineering Works faces important strategic decisions about whether to continue its focused strategy of selling newsprint machines to the Canadian paper industry or whether recent changes in industry conditions and the emergence of three global competitors... View Details
      Keywords: Machinery and Machining; Globalized Markets and Industries; Management Analysis, Tools, and Techniques; Partners and Partnerships; Competitive Strategy; Customization and Personalization; Diversification
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      Bartlett, Christopher A. "Dominion Engineering Works." Harvard Business School Case 383-184, June 1983. (Revised April 1991.)
      • April 1983 (Revised October 2000)
      • Case

      People Express (A)

      By: Leonard A. Schlesinger and Debra Whitestone
      Describes the start up, strategy, organizational design, and operations over the first eighteen months of the airline. Focuses on the creative use of human resources as an integral part of the business strategy. View Details
      Keywords: Human Capital; Air Transportation; Organizational Design; Operations; Business Startups; Business Strategy; Air Transportation Industry; United States
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      Schlesinger, Leonard A., and Debra Whitestone. "People Express (A)." Harvard Business School Case 483-103, April 1983. (Revised October 2000.)
      • August 1980
      • Supplement

      Renn Zaphiropoulos, A Day with, Video

      By: John P. Kotter
      Focuses on the management style of Renn Zaphiropoulos in the context of a rapidly changing segment of Xerox's business environment. To be contrasted with the videotape, Day with Fred Henderson (9-881-502) and the case, Fred Henderson (9-480-043). View Details
      Keywords: Change Management; Management Style; Organizational Change and Adaptation
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      Kotter, John P. "Renn Zaphiropoulos, A Day with, Video." Harvard Business School Video Supplement 881-501, August 1980.
      • June 1977 (Revised May 1997)
      • Case

      University of Trent

      By: Regina E. Herzlinger
      Focuses on two issues: 1) technical systems that can be employed in nonprofit organizations for control and motivational purposes. Systems discussed range from payroll monitoring systems to zero-base budgeting and 2) the managerial environment needed for serious... View Details
      Keywords: Information Technology; Motivation and Incentives; Business or Company Management; Nonprofit Organizations; Governance Controls; Education Industry
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      Herzlinger, Regina E. "University of Trent." Harvard Business School Case 177-245, June 1977. (Revised May 1997.)
      • January 1977 (Revised April 1983)
      • Case

      Corning Glass Works: The Electronic Products Division (B)

      By: Michael Beer
      Focuses on the recommendations and implementation strategy made by the organizational development group for the electronic product division's problems. View Details
      Keywords: Business Divisions; Growth and Development Strategy; Organizational Change and Adaptation; Problems and Challenges; Adaptation
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      Beer, Michael. "Corning Glass Works: The Electronic Products Division (B)." Harvard Business School Case 477-073, January 1977. (Revised April 1983.)
      • Research Summary

      Bringing Individuals Back In: The Effects of Career Experience on New Firm Founding (forthcoming Industrial and Corporate Change, 2003)

      By: Rakesh Khurana
      In this paper (with Scott Shane) the link between the career experiences of potential entrepreneurs and the decision to found a new firm is explored. Because of methodological and theoretical obstacles, sociological research on organizational foundings has largely... View Details
      • Conference Presentation

      Building and Leading Customer Centric Organizations

      By: Ranjay Gulati
      Keywords: Organizations; Customer Focus and Relationships
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      Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Milan.)
      • Conference Presentation

      Building and Leading Customer Centric Organizations

      By: Ranjay Gulati
      Keywords: Organizations; Customer Focus and Relationships
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      Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Boston.)
      • Conference Presentation

      Building and Leading Customer Centric Organizations

      By: Ranjay Gulati
      Keywords: Organizations; Customer Focus and Relationships
      Citation
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      Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Hong Kong.)
      • Conference Presentation

      Building and Leading Customer Centric Organizations

      By: Ranjay Gulati
      Keywords: Organizations; Customer Focus and Relationships
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      Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Manila.)
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