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Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
- Web
Harvard Business School
Broadcast executive and businessman W. Don Cornwell was hired by Goldman Sachs in 1971 and later promoted to chief operating officer of the investment banking division's corporate finance department. In... View Details
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
and develop friendships with those outside your class as well." The academic program began early the next day and included presentations by W. Earl Sasser, Jr., the UPS... View Details
- 13 Jan 2009
- First Look
First Look: January 13, 2009
Profit Chain to Work for Unbeatable Competitive Advantage Authors:James L. Heskett, W. Earl Sasser Jr., and Joe Wheeler Publication:Harvard Business Press, 2008 Abstract... View Details
Keywords: Martha Lagace
- 2003
- Class Lecture
Why Customers Matter
Keywords: Customer Value and Value Chain
Sasser, W. Earl, Jr. "Why Customers Matter." Boston: Harvard Business School Publishing Class Lecture, 2003. Electronic. (Faculty Lecture: HBSP Product Number 1490C.)
- 01 Dec 1997
- News
Banking on HBS
Senior Associate Dean of Executive Education W. Earl Sasser, Jr., who oversaw the formal development and implementation of EDP, calls it "the most ambitious customized executive education program the School... View Details
Keywords: Garry Emmons
- 1981
- Book
The U.S. Lodging Industry
By: Daryl Wyckoff and W. Earl Sasser
Wyckoff, Daryl and W. Earl Sasser, eds. The U.S. Lodging Industry. Lexington Books, 1981.
- November 1972 (Revised November 1975)
- Case
Dobbs House (B)
By: W. Earl Sasser and John Klug
Sasser, W. Earl, and John Klug. "Dobbs House (B)." Harvard Business School Case 673-059, November 1972. (Revised November 1975.)
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- January 2001
- Case
World Bank and Knowledge Management, The: The Case of the Urban Services Thematic Group
By: William E. Fulmer and W. Earl Sasser
The World Bank has implemented a knowledge management initiative. One of its communities of practice is to take the lead in a $50 billion commitment to address urban slums. The community of practice is struggling with its mission and how knowledge management can help. View Details
Keywords: Urban Development; Knowledge Management; Problems and Challenges; Financial Services Industry
Fulmer, William E., and W. Earl Sasser. "World Bank and Knowledge Management, The: The Case of the Urban Services Thematic Group." Harvard Business School Case 801-157, January 2001.
- October 1999
- Case
Credit Suisse (C)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (C)." Harvard Business School Case 800-168, October 1999.
- October 1999
- Case
Credit Suisse (D)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (D)." Harvard Business School Case 800-169, October 1999.
- September 1992 (Revised November 1996)
- Case
Royal Automobile Club Rescue Services Division: Transformation Through Technology
By: W. Earl Sasser and Roger H. Hallowell
The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details
Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Auto Industry; United Kingdom
Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
- February 1988 (Revised May 1989)
- Case
Citicorp Diners Club
By: W. Earl Sasser and Lucy N. Lytle
Keywords: Food and Beverage Industry
Sasser, W. Earl, and Lucy N. Lytle. "Citicorp Diners Club." Harvard Business School Case 688-078, February 1988. (Revised May 1989.)
- May 1984 (Revised December 1984)
- Case
Western Electric at Merrimack Valley
By: W. Earl Sasser and Dorothy Leonard-Barton
Keywords: Utilities Industry
Sasser, W. Earl, and Dorothy Leonard-Barton. "Western Electric at Merrimack Valley." Harvard Business School Case 684-072, May 1984. (Revised December 1984.)
- 04 Oct 2011
- First Look
First Look: October 4
supplement:http://cb.hbsp.harvard.edu/cb/product/312038-PDF-ENG Earl Martin Phalen: Ready to ROAR? Noam Wasserman and Julia TaylorHarvard Business School Case 812-024 Earl Martin Phalen is in the midst of... View Details
Keywords: Sean Silverthorne
- June 2010
- Teaching Note
Southwest Airlines: In a Different World (TN)
By: James L. Heskett and W. Earl Sasser
Teaching Note for 910419. View Details
- September 1999 (Revised April 2001)
- Case
Credit Suisse (A) (Abridged)
By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Banking Industry; Retail Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (A) (Abridged)." Harvard Business School Case 800-154, September 1999. (Revised April 2001.)
- March 1981 (Revised February 1993)
- Case
Hank Kolb, Director, Quality Assurance
By: Frank S. Leonard and W. Earl Sasser
Designed to introduce the systemic nature of product quality and the complexity of quality problems. Uses a new director, quality assurance, and the discovery of a quality problem. The new director has to decide if it is a real problem, what to do about it, and how to... View Details
Keywords: Leadership; Product; Organizational Culture; Problems and Challenges; Quality; Attitudes; Complexity
Leonard, Frank S., and W. Earl Sasser. "Hank Kolb, Director, Quality Assurance." Harvard Business School Case 681-083, March 1981. (Revised February 1993.)
- December 1974 (Revised May 1990)
- Case
Hartford Steam Boiler Inspection and Insurance Co.
By: W. Earl Sasser and Robert L. Banks
Keywords: Insurance Industry
Sasser, W. Earl, and Robert L. Banks. "Hartford Steam Boiler Inspection and Insurance Co." Harvard Business School Case 675-088, December 1974. (Revised May 1990.)
- January 1973 (Revised July 1988)
- Case
THE Investment Corp.
By: W. Earl Sasser and John R. Klug
Sasser, W. Earl, and John R. Klug. "THE Investment Corp." Harvard Business School Case 673-065, January 1973. (Revised July 1988.)