Publications

31 Aug 2010
First Look

First Look: August 31

otherwise dismal retail outlook in 2009. This case gives background pet retail industry information and strategic positioning information for both PetSmart and PETCO to enable students to develop their own Balanced View Details

Keywords: Sean Silverthorne

January 2010 (Revised April 2010)
Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott

In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details

Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry

December 2001 (Revised February 2008)
Case

Borealis

By: Robert S. Kaplan and Bjorn N. Jorgensen

When Borealis, a European producer of plastics, used a traditional, time-consuming budgeting process, the budget was quickly out of date in a competitive environment characterized by continually changing input and output prices and dynamic market conditions. This case... View Details

Keywords: Activity Based Costing and Management; Budgets and Budgeting; Forecasting and Prediction; Investment; Governance Controls; Balanced Scorecard; Management Systems; Manufacturing Industry; Europe

January 2024 (Revised June 2024)
Case

School of Rock: Tuning into Structured Empowerment (A)

By: Tatiana Sandino, Jeffrey Rayport, Samuel Grad and Stacy Straaberg

In summer 2021, School of Rock was a youth-oriented music education company with 291 franchise- and company-owned schools globally. Before CEO Rob Price’s hire in 2017, School of Rock’s nonconformist rock ‘n’ roll culture led to variability in teaching styles,... View Details

30 Apr 2024
Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

basis, were assigned daily sales quotas. For hitting their targets, employees could earn bonuses of up to $2,000 per quarter on top of their quarterly base salary of $7,500. Daily scorecards ranked individual employees against sales... View Details

Keywords: by Dina Gerdeman

01 Nov 2017
What Do You Think?

What Are the Real Lessons of the Wells Fargo Case?

David DeSteno, Who Can You Trust?, reminded us that “90% of people—most of whom identify themselves as morally upstanding—will act dishonestly to benefit themselves if they believe they won’t get caught.” Possible remedies were suggested by Dino Ferrari (“They should... View Details

Keywords: by James Heskett; Banking

March 1999 (Revised April 2017)
Teaching Note

Citibank: Performance Evaluation

By: Robert Simons and Antonio Dávila

Teaching Note for (9-198-048). View Details

Keywords: Strategy And Execution; Management Control Systems; Performance Measures; Performance Evaluation; Balanced Scorecard; Banking Industry

26 Mar 2006
Research & Ideas

The Office of Strategy Management

coordinating role to help bring strategy to fruition. For this e-mail Q&A, Kaplan, the Baker Foundation Professor at Harvard Business School, teamed up with colleague Andrew Pateman, Principal of the Balanced View Details

Keywords: by Martha Lagace

September 2022 (Revised January 2023)
Case

DBS: Purpose-Driven Transformation

By: Ranjay Gulati, Adina Wong, Dawn H. Lau and Joseph Mesfin

Singapore-based bank DBS went through three waves of purpose-driven transformation, overhauling the bank’s systems, upgrading employee skills, and re-centering its customer focus, with the bank’s purpose growing bolder with each key milestone achieved. Find out how the... View Details

Keywords: Transformation; Alignment; Business Strategy; Balanced Scorecard; Technology Adoption; Mission and Purpose; Change Management; Banking Industry; Financial Services Industry; Asia; Singapore

27 Apr 2016
Research & Ideas

How the FBI Reinvented Itself After 9/11

both design and identity. This involved establishing a strategy management system based in part on best practices that had been successful in the corporate world: He and his team implemented the balanced View Details

Keywords: by Carmen Nobel

09 Jul 2020
Research & Ideas

It’s Time to Reset Decision-Making in Your Organization

a hierarchy that flows from the most enduring element, the corporate mission, through values, vision, strategy, and, ultimately, the implementation and monitoring of that strategy via tools such as balanced View Details

Keywords: by Boris Groysberg and Sarah Abbott

June 2013 (Revised July 2017)
Case

Angus Cartwright IV

By: Kenneth J. Hatten, William J. Poorvu, Howard H. Stevenson, Arthur I Segel and John H. Vogel, Jr.

Judy and John DeRight, looking to diversify their investment portfolios, have retained Angus Cartwright, Jr. to identify prospective real estate acquisitions. Mr. Cartwright has four potential properties that he feels merit an in-depth financial analysis. The case... View Details

Keywords: Acquisition; Cash Flow; Investment Return; Investment Portfolio; Taxation; Balanced Scorecard; Valuation

30 Jul 2001
What Do You Think?

What’s the Future of Corporate Governance?

could adversely affect non-financial indicators used as inputs for corporate governance. Vaddi provides a list of questions that need to be answered if a "public" balanced scorecard of... View Details

Keywords: by James Heskett

03 Jan 2011
Research & Ideas

Most Popular Articles of 2010

doctoral student Julia Adler-Milstein, Harvard School of Public Health professor Sara Singer, and HBS professor Michael W. Toffel examine this question in a hospital setting. Conceptual Foundations of the Balanced View Details

Keywords: by Staff

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

December 1997 (Revised October 1999)
Case

Citibank: Performance Evaluation

By: Robert L. Simons and Antonio Davila

Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a... View Details

Keywords: Performance Evaluation; Balanced Scorecard; Business Strategy; Customer Satisfaction; Performance Expectations; Decisions; Motivation and Incentives; Quality; Banking Industry

June 1975 (Revised September 2004)
Case

Angus Cartwright III

By: Kenneth J. Hatten, William J. Poorvu, Howard H. Stevenson, Arthur I. Segel and John H. Vogel, Jr.

Judy and John DeRight, looking to diversify their investment portfolios, have retained Angus Cartwright, Jr. to identify prospective real estate acquisitions. Mr. Cartwright has four potential properties that he feels merit an in-depth financial analysis. The case... View Details

Keywords: Acquisition; Cash Flow; Investment Return; Investment Portfolio; Taxation; Balanced Scorecard; Valuation