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September 2011 (Revised August 2014)
Background Note

Note on Bundled Payment in Health Care

By: Regina E. Herzlinger and Charles C. Huang

The note explains how bundled health care payment differs from fee-for-service payment, provides examples of the difference between the two, describes early innovators in bundling and their results, provides guidance on how to make it happen, and elucidates the legal... View Details

Keywords: Health Care and Treatment; Price; Cost Management; Health Industry

February 2018
Case

EmQuest: Travel Distribution in the Digital Era

By: Karim R. Lakhani and Gamze Yucaoglu

EmQuest, Emirates Group’s travel distribution company, must decide what to do with its contract with the global distribution system it uses, Sabre. Since its founding in 1988, EmQuest was servicing travel agents in the MENA region by providing a connection to over 400... View Details

Keywords: UAE; Decision; Business Model; Competitive Strategy; Growth and Development Strategy; Decision Choices and Conditions; Business Strategy; Value Creation; Change Management; Emerging Markets; For-Profit Firms; Competitive Advantage; Travel Industry; United Arab Emirates

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

October 1981 (Revised April 1984)
Case

H.J. Heinz Co.: The Administration of Policy (B)

Summarizes the investigation conducted by outside legal and accounting firms under the Heinz audit committee. Improper practices were found at three of the five Heinz domestic divisions and at a number of foreign operations. Presents restated financial data for the... View Details

Keywords: Ethics; Accounting Audits; Manufacturing Industry; Manufacturing Industry

August 2016 (Revised January 2020)
Case

Breakfast at the Paramount

By: Ryan W. Buell

The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details

Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Service Industry; Boston

March 2002 (Revised May 2007)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Financial Services Industry; Canada

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 2002 (Revised February 2005)
Case

Cap Gemini Ernst & Young (A): A Global Merger

By: Ashish Nanda

French IT consulting giant Cap Gemini is poised to purchase the consulting arm of Ernst & Young, a U.S.-based Big 5 accounting firm. In doing so, many differences need to be resolved, including negotiating with Ernst & Young entities all over the world as well as... View Details

Keywords: Negotiation; Multinational Firms and Management; Mergers and Acquisitions; Cross-Cultural and Cross-Border Issues; Information Technology Industry; Information Technology Industry; France

25 Sep 2006
Research & Ideas

How Software Platforms Revolutionize Business

transformed nearly every major industry for the past quarter century." Think of software platforms as ring leaders of ecosystems in which a few or many companies can participate to reach users. These core products, like Windows, for... View Details

Keywords: by Sean Silverthorne; Web Services; Web Services

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

February 2023
Case

Adyen: Reshaping the Payment Ecosystem

By: Marco Di Maggio, Antonio Moreno and Elena Corsi

A payment services company rethinks its strategy to reach out to a different customer base. View Details

Keywords: Digital Platforms; Entrepreneurship; Service Operations; Market Entry and Exit; Financial Services Industry; Europe

2017
Article

High-Skilled Migration and Agglomeration

By: Sari Pekkala Kerr, William R. Kerr, Çağlar Özden and Christopher Parsons

This paper reviews recent research regarding high-skilled migration. We adopt a data-driven perspective, bringing together and describing several ongoing research streams that range from the construction of global migration databases, to the legal codification of... View Details

Keywords: Migration; Talent; Diaspora; Agglomeration; Diasporas; Industry Clusters; Talent and Talent Management; Immigration

Find at Harvard

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

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

January 2021
Case

Leading Culture Change at SEB

By: Amy C. Edmondson and Elena Corsi

The Risk organization at SEB, a leading Nordic financial services group founded in 1856, undertook a culture change program focused on psychological safety, empathic listening, and strategic framing. The program enabled risk organization teams to make progress on... View Details

Keywords: Leadership; Risk Management; Leading Change; Organizational Culture; Decision Making; Banking Industry; Sweden

December 2009 (Revised September 2014)
Case

TD Canada Trust

By: Dennis Campbell and Brent Kazan

The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and... View Details

Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada

25 May 2011
HBS Case

QuikTrip’s Investment in Retail Employees Pays Off

group of retailers is challenging this notion of an industry built on the backs of crummy jobs, very prosperous companies that include Costco, Mercadona, Trader Joe's, and QuikTrip. What do they know that their competitors don't? In a new... View Details

Keywords: by Julia Hanna; Retail

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

22 Aug 2006
First Look

First Look: August 22, 2006

technological development, corporate strategy, and organizational change. Viewing cartels only as a "conspiracy against the public" short-circuits many important questions and obscures the great variations in objectives, type, and View Details

Keywords: Martha Lagace

December 2012
Teaching Note

Gene Patents (A) (TN)

By: Richard G. Hamermesh and Matthew Preble

This is the teaching note for case Gene Patents (A). In March 2010, U.S. District Court Judge Robert Sweet overturned 30 years of legal precedent and ruled that unaltered human genes could not be patented. This case reviews patent law and how it relates to our... View Details

Keywords: Biotech; Human Genome; Patents; Genetics; Biotechnology Industry; United States

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