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March 2017
Exercise

Designing Transformational Customer Experiences

By: Stefan Thomke

Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details

Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery

November 2016
Case

Transformation at Eli Lilly & Co. (A)

By: William R. Kerr and Alexis Brownell

Faced with the imminent loss of 40% of its revenues due to patent expirations, pharma giant Eli Lilly sets out on a dramatic transformation process in 2009. The case considers how Lilly restructured the organization into business areas to aid better decision-making,... View Details

Keywords: Eli Lilly; Restructuring; R＆D; Transformation; Organizational Change and Adaptation; Organizational Structure; Pharmaceutical Industry; Indianapolis

February 2020 (Revised January 2021)
Case

Transformation at Citizens Bank

March 2014
Supplement

Transforming Tommy Hilfiger (B)

By: Raffaella Sadun, Hanoch Feit, Vaibhav Gujral and Gerard Zouein

Keywords: Turnaround; Private Equity; Private Ownership; Diversification; Acquisition; Retail Industry; Apparel and Accessories Industry; United States; Europe

June 2007
Teaching Note

SAP: Industry Transformation (TN)

By: Andrei Hagiu and Pai-Ling Yin

Teaching note to 707435. View Details

Keywords: Transformation; Competitive Advantage; Problems and Challenges; Market Entry and Exit; Information Technology Industry

Article

Raiffa Transformed the Field of Negotiation—and Me

By: Max Bazerman

Howard Raiffa was a role model, friend, and inspiration. He transformed the field of negotiation, and he transformed my career. This brief article provides a recollection of how Howard revolutionized the field of negotiation and how those insights are now affecting... View Details

Keywords: Negotiation; Decision Making; Analysis; Game Theory; Personal Development and Career

Find at Harvard

Teaching Interest

Transforming Customer Experiences - Executive Education

By: Ryan W. Buell

In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

November 2008 (Revised March 2018)
Case

Transformation of COFCO in a Changing Environment

By: Ray A. Goldberg and Kefei Yang

China's COFCO, the country's leading edible oil and food importer and exporter and its largest food manufacturer, had in its 50-plus years of operation undergone four stages of transformation and was about to embark on a fifth. The global agriculture system was... View Details

Keywords: Food; Leadership; Change Management; Transformation; Globalization; Organizational Change and Adaptation; Food and Beverage Industry; China

11 Jul 2018
Cold Call Podcast

The Transformation of Microsoft

Keywords: Re: C. Fritz Foley; Information Technology

June 2025
Supplement

Transforming a Titan (B)

By: George Serafeim and Lena Duchene

After a global search the board appoints Marcel Cobuz—ex-LafargeHolcim executive with deep innovation experience—as TITAN’s first non-family CEO. Cobuz co-creates a four-pillar roadmap: sharpen the core cement portfolio, accelerate low-carbon products and aggregates,... View Details

Keywords: AI; Artificial Intelligence; CEO Succession; CEO Role; Family Business

June 2016
Teaching Plan

The Transformation of Mudo

By: Anthony J. Mayo

Keywords: Organizational Change and Adaptation; Leadership; Family Business

June 2025
Supplement

Transforming a Titan (C)

By: George Serafeim and Lena Duchene

Three years in his tenure as CEO, Cobuz must decide whether to launch a more than €500 million carbon-capture-and-storage facility. The project—Europe’s largest planned CCS installation—would cut almost 20 % of group emissions and unlock a €234 million EU Innovation... View Details

Keywords: CEO; Family

March 2014
Case

Transforming Tommy Hilfiger (A)

By: Raffaella Sadun, Hanoch Feit, Vaibhav Gujral and Gerard Zouein

At the end of 2005, Tommy Hilfiger is taken private by Apax Partners after years of disappointing performance and strategic impasse. Students are asked to evaluate alternative strategic options for the company, and to propose a concrete turnaround plan for the first... View Details

Keywords: Turnaround; Private Equity; Private Ownership; Diversification; Acquisition; Retail Industry; Apparel and Accessories Industry; United States; Europe

March 2006 (Revised February 2017)
Case

Rwanda: National Economic Transformation

By: Michael E. Porter, Kaia Miller, Michael McCreless, Kjell Carlsson, Jem Hudson and Haviland Sheldahl-Thomason

Set in the year 2004, when Rwanda commemorated the 10th anniversary of a genocide that had claimed the lives of over 10% of its population. Focuses on the formulation of an economic strategy to rebuild the economy and its institutions after the devastation. Rwanda, one... View Details

Keywords: Crime and Corruption; Developing Countries and Economies; Policy; Government Administration; Crisis Management; Strategy; Rwanda

March 2022 (Revised March 2022)
Supplement

Transformation at Loyola New Orleans (B)

By: David Fubini and Patrick Sanguineti

In August of 2018, Tania Tetlow is inaugurated as President of Loyola University New Orleans, in the midst of turmoil. Prior to her start, the university was given a final warning to land a balanced budget by year's end by its accreditors or risk facing probation. It... View Details

Keywords: Higher Education; Financial Condition; Crisis Management; Change Management; Trust; Transformation

March 2022 (Revised April 2022)
Case

Newsweek: Leading a Transformation

By: Lynda M. Applegate

March 2021
Teaching Note

Transformation at Citizens Bank

September 2017
Teaching Note

Marketing Transformation at Mastercard

By: Sunil Gupta and Srinivas K. Reddy

Teaching Note for HBS No. 517-040. View Details

Keywords: Mastercard; Financial Services; Ingredient Brand; B2B2C; Experiential Marketing; Digital Marketing; ROI; Marketing; Customer Focus and Relationships; Business and Stakeholder Relations; Brands and Branding; Internet and the Web; Investment Return; Financial Services Industry

January 2017 (Revised October 2018)
Case

Novartis: A Transformative Deal

By: David Collis and Ashley Hartman

When Joe Jimenez became CEO of Swiss-based Novartis in 2010, replacing longtime CEO Dan Vasella, he assumed control of one of the top pharmaceutical companies in the world. Vasella, an avowed advocate of diversification, had expanded the scope of the company and... View Details

Keywords: Novartis; GlaxoSmithKline; Asset Swap; Acquisitions; Divestiture; Strategy Alignment; Pharmaceuticals; Strategy; Business Strategy; Corporate Strategy; Diversification; Consolidation; Mergers and Acquisitions; Pharmaceutical Industry

December 2014
Case

Private Equity Transforming TDC

By: Josh Lerner

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