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Show Results For
- All HBS Web
(4,551)
- People (33)
- News (844)
- Research (2,950)
- Events (1)
- Multimedia (5)
- Faculty Publications (2,011)
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- Article
Market Heterogeneity and Local Capacity Decisions in Services
By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details
Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States
Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
- November 2003 (Revised August 2005)
- Case
First Commonwealth Financial Corporation
By: Robert S. Kaplan
First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also... View Details
Keywords: Balanced Scorecard; Corporate Strategy; Customers; Corporate Governance; Governing and Advisory Boards; Customer Relationship Management; Executive Compensation; Financial Services Industry; Financial Services Industry; Pennsylvania
Kaplan, Robert S. "First Commonwealth Financial Corporation." Harvard Business School Case 104-042, November 2003. (Revised August 2005.)
- 2014
- Teaching Note
Changhong: Journey to Shared Services (TN)
By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services (TN)." Tsinghua University Teaching Note, 2014.
- December 1987
- Case
John Hancock Financial Services: Sports Sponsorship
Senior corporate communications executives of a major financial services firm are reviewing the company's sports sponsorship program and are considering expanding it. Hancock already is the corporate sponsor of the Boston Marathon and has the opportunity to sponsor the... View Details
Greyser, Stephen A. "John Hancock Financial Services: Sports Sponsorship." Harvard Business School Case 588-051, December 1987.
- May 2020
- Case
Trust Merchant Bank
By: Ramon Casadesus-Masanell, Pippa Tubman Armerding, Dilyana Karadzhova Botha and Salim Dewji
Trust Merchant Bank (TMB), a leading bank in the Democratic Republic of Congo (DRC), needs to decide whether to enter the soon-to-be-liberalized insurance industry. Since its founding in 2004, TMB has played a pivotal role in reshaping the DRC banking landscape by... View Details
Keywords: Retail Banking; Financial Services; Financial Inclusion; Turnaround; Fintech; Banks and Banking; Financial Condition; Insurance; Corporate Strategy; Expansion; Business Model; Family Business; Entrepreneurship; Information Technology; Monopoly; Banking Industry; Insurance Industry; Africa; Congo, Democratic Republic of the
Casadesus-Masanell, Ramon, Pippa Tubman Armerding, Dilyana Karadzhova Botha, and Salim Dewji. "Trust Merchant Bank." Harvard Business School Case 720-449, May 2020.
- February 2008 (Revised May 2008)
- Supplement
Lincoln Financial Group (C)
LFG reorganizes its business in order to improve customer intimacy. However, to implement the strategy, they need to effect significant changes in the skills of their salespeople. This case series straddles human resource management, corporate strategy, and sales... View Details
Keywords: Organizational Change and Adaptation; Salesforce Management; Customer Focus and Relationships; Financial Services Industry
Godes, David B., and David Lane. "Lincoln Financial Group (C)." Harvard Business School Supplement 508-030, February 2008. (Revised May 2008.)
- February 1996 (Revised November 2003)
- Case
Indianapolis: Activity-Based Costing of City Services (A)
By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details
Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis
Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)
- April 2015 (Revised June 2016)
- Case
The Transformation of NCR
By: David Collis, Raffaella Sadun and Matthew Shaffer
During his tenure as CEO since 2005, Bill Nuti had moved NCR Corporation (originally National Cash Register) from its historical competence in hardware to become a provider of hardware and software for managing transactions across a range of industries and payments... View Details
Keywords: NCR; Hardware; Software; Acquisitions; Financial Services; Organizational Change and Adaptation; Expansion; Information Infrastructure; Applications and Software; Transformation; Acquisition; Financial Services Industry; Financial Services Industry
Collis, David, Raffaella Sadun, and Matthew Shaffer. "The Transformation of NCR." Harvard Business School Case 715-438, April 2015. (Revised June 2016.)
- February 2018
- Supplement
Ant Financial (B)
By: Feng Zhu, Ying Zhang, Krishna G. Palepu and Anthony K. Woo
Supplements the (A) case. View Details
Keywords: Growth and Development Strategy; Global Strategy; Finance; Opportunities; Financial Services Industry; Financial Services Industry
Zhu, Feng, Ying Zhang, Krishna G. Palepu, and Anthony K. Woo. "Ant Financial (B)." Harvard Business School Supplement 618-041, February 2018.
- February 2004 (Revised April 2004)
- Case
Financial Reporting in the Catholic Church
The Catholic Church is a large and complex international organization with several layers of management spread across a diverse range of services and geographical areas. Creating a coherent and manageable communication strategy for is a challenging task that requires... View Details
Keywords: Corporate Disclosure; Religion; Financial Reporting; Organizational Culture; Communication Strategy
Miller, Gregory S., and Thomas Patrick Doyle CSC. "Financial Reporting in the Catholic Church." Harvard Business School Case 104-057, February 2004. (Revised April 2004.)
- September 1980 (Revised January 1981)
- Case
Bay Financial Corp.
By: William J. Poorvu and John H. Vogel Jr.
Keywords: Financial Services Industry
Poorvu, William J., and John H. Vogel Jr. "Bay Financial Corp." Harvard Business School Case 381-032, September 1980. (Revised January 1981.)
- January 2009
- Case
Sue Whitman at MBB Financial
This case describes some issues confronting the leader of a major investment bank. She is pleased with the financial performance of her firm but concerned about signs of a bubble in the market. View Details
- March 2021 (Revised December 2021)
- Supplement
Ant Financial (D)
By: Feng Zhu, Krishna G. Palepu, Kerry Herman and Susie Ma
The (D) case updates the case series from the time of Ant’s planned IPO, and the Chinese government’s regulatory shifts. View Details
Keywords: Finance; Information Technology; Governing Rules, Regulations, and Reforms; Financial Services Industry; Financial Services Industry; China; Beijing
Zhu, Feng, Krishna G. Palepu, Kerry Herman, and Susie Ma. "Ant Financial (D)." Harvard Business School Supplement 621-089, March 2021. (Revised December 2021.)
- January 2014
- Case
Steven Carpenter at Cake Financial (Abridged)
Steven Carpenter reflects on the successes and failures of his recent venture, Cake Financial. Carpenter had just sold the four-year-old startup and was at work on a new business plan. But first, he wanted to understand why Cake Financial, a service that allowed users... View Details
- February 2001
- Supplement
Olympic Financial Ltd.
By: David F. Hawkins
To be used with (197-081). View Details
Keywords: Financial Services Industry
Hawkins, David F. "Olympic Financial Ltd." Harvard Business School Spreadsheet Supplement 101-705, February 2001.
- April 2011 (Revised June 2014)
- Case
Securities Lending After the Financial Crisis
By: Robert C. Pozen and Gayle Hameister
In April 2009, Wendy Jefferson had just returned to her office following a whirlwind day of meetings with her newest client, Star Advisor. Jefferson, a financial services consultant, was eager to dig into the information provided to her and her team about the Star... View Details
Keywords: Business Earnings; Debt Securities; Financing and Loans; Investment Funds; Governing Rules, Regulations, and Reforms; Information
Pozen, Robert C., and Gayle Hameister. "Securities Lending After the Financial Crisis." Harvard Business School Case 311-130, April 2011. (Revised June 2014.)
- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
Professional service firms—law firms, financial services firms, money management firms, private equity firms, hedge funds, management consultants, advertising agencies—are the... View Details
- April 2008 (Revised October 2008)
- Supplement
TD Canada Trust (C): Translating the Service Model to Service Operations
By: Dennis Campbell and Brent Kazan
Campbell, Dennis, and Brent Kazan. "TD Canada Trust (C): Translating the Service Model to Service Operations." Harvard Business School Supplement 108-055, April 2008. (Revised October 2008.)
- 14 Jan 2009
- Working Paper Summaries
Smart Money: The Effect of Education, Cognitive Ability, and Financial Literacy on Financial Market Participation
- Research Summary
Innovation and Development in the Household Financial Sector
This research examines the sources of long-run innovations in consumer financial services. The topics of research include the changing background and motives of the founders of new firms, the role of policy in promoting innovation and/or stability, and the impact of... View Details