Publications
Publications
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- All HBS Web
(4,885)
- Faculty Publications (1,140)
- November 1995
- Case
"Marketing" at Wachtell, Lipton, Rosen & Katz
By: Jay W. Lorsch and Samanta Graff
Describes the history and unique operating principles of the most successful corporate law firm in the country. Closes with a lengthy quotation by Martin Lipton, who is one of the firm's founding partners and who is described in an American Lawyer article as the "Elvis... View Details
- November 1995 (Revised March 2004)
- Case
Massachusetts General Hospital: CABG Surgery (A)
By: Steven C. Wheelwright and James Weber
A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details
Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts
- August 1995
- Teaching Note
Crown Equipment Corporation: Design Services Strategy TN
By: Gary P. Pisano
Teaching Note for (9-991-031) and (9-991-032). View Details
- June 1995
- Case
Polaroid Corporation: European Distribution System
By: Janice H. Hammond and Afroze A Mohammed
Describes distribution operations in Polaroid Europe. In the late 1980s, Polaroid senior management in the United States proposed moving from a system of 12 decentralized warehouses to a centralized distribution system in which all inventory for European retailers... View Details
- March 1995 (Revised April 1997)
- Case
Co-operative Bank, The
By: Robert S. Kaplan and Srikant M. Datar
A British bank with strong roots in the cooperative movement encounters declining profitability in an increasingly competitive and deregulated financial services industry. It attempts to grow by broadening its customer base and increasing the range of products and... View Details
- January 1995 (Revised September 1997)
- Case
TV Guide (B)
TV Guide, the nation's most profitable and largest magazine, attempts entry into the world of electronic publishing. The crux of TV Guide's strategy is to transform the magazine's content into a centralized database that can be accessed by new businesses, like... View Details
- November 1994
- Case
Pilkington Float Glass--1955
By: Kim B. Clark
The case examines the development of the float glass process at Pilkington in the mid-1950s. Pilkington has pursued the development of a radically new process for flat glass production, but has experienced serious problems at each stage of development. The senior... View Details
- 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
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
- September 1994 (Revised October 2002)
- Case
Citibank: Launching the Credit Card in Asia Pacific (A)
Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country managers in the region, were not enthusiastic. But others were supportive because of the opportunity to expand... View Details
- August 1994 (Revised January 1999)
- Case
Taco Bell Corporation (Abridged Update)
By: James L. Heskett
Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization. View Details
- August 1994 (Revised May 1995)
- Case
Engineering Inspection & Insurance Company
By: Robert H. Hayes
Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery... View Details
- July 1994 (Revised January 1997)
- Case
Steamboat Ski & Resort Corporation
The largest ski resort in Colorado must determine how to select customer segments to focus its promotional and service-delivery efforts. Making segmentation work depends on reordering its pricing policy and "service packages." View Details
- July 1994 (Revised August 1998)
- Case
The King-Size Company
By: David E. Bell and Dinny Starr Gordon
King-Size is a mail-order company specializing in apparel for big and tall men. The case describes their operations in some detail. Issues include appropriate marketing decisions and expansion strategy. View Details
- June 1994 (Revised September 1995)
- Case
Leland O'Brien Rubinstein Associates, Inc.: SuperTrust
By: Peter Tufano
Leland O'Brien Rubinstein Associates, Inc. (LOR), which profited by selling portfolio insurance to institutional investors, attempts to rebuild itself after the 1987 stock market crash by creating new products to meet the unsatisfied needs of equity investors. LOR... View Details
- May 1994 (Revised September 1994)
- Case
STAR TV (A)
By: Michael Y. Yoshino and J. Peter Williamson
Concerns the decision whether or not to launch a satellite television service in Asia in the 1990-1991 period. STAR TV was a joint venture between Hutchison Whampoa and Li-Ka Shing and was established to launch such a service. Li-Ka Shing's son, Richard, was CEO.... View Details
- February 1994 (Revised September 1995)
- Case
Leland O'Brien Rubinstein Associates, Inc.: Portfolio Insurance
By: Peter Tufano
Leland O'Brien Rubinstein Associates, a small financial advisory firm founded in 1980, has created a successful business by selling a product commonly known as portfolio insurance. Portfolio insurance is a trading strategy that institutional investors use to establish... View Details
- January 1994 (Revised May 1995)
- Case
Xerox: Design for the Environment
In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details
- October 1993 (Revised September 1994)
- Case
Catalina Marketing Corp.
By: David E. Bell, Walter J. Salmon and Dinny Starr
Catalina Marketing is a very successful marketing service firm. Their current customers include major supermarket retailers and consumer products manufacturers nation-wide. Catalina provides a unique way for these clients to distribute coupons for their products via... View Details