Customer Focused Organization - Publications - Faculty & Research - Harvard Business School

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February 2008 (Revised February 2008)
Supplement

Lincoln Financial Group (B): Making LFD a Reality

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; Customer Focus and Relationships; Financial Services Industry

21 Jun 2004
Research & Ideas

Racial Diversity Pays Off

the benefit of racial diversity alone, done right, pays off not just in a better company, but a more productive one. In new research that focuses specifically on racial diversity, Ely said they found measurable performance benefits when... View Details

Keywords: by Martha Lagace

January 2020 (Revised July 2020)
Case

BlackRock: Linking Purpose to Profit

By: Aiyesha Dey

The case revolves around the actions that Barbara Novick, co-founder and Vice-Chair of Blackrock, and Michelle Edkins, Global Head of Investment Stewardship, would need to take in response to the controversial CEO letters from Laurence (Larry) Fink, Chairman and CEO of... View Details

12 Oct 2007
Working Paper Summaries

Mental Accounting and Small Windfalls: Evidence from an Online Grocer

Keywords: by Katherine L. Milkman, John Beshears, Todd Rogers & Max H. Bazerman

November 2016 (Revised December 2016)
Module Note

Strategy Execution Module 8: Linking Performance to Markets

By: Robert Simons

This module reading shows how to link profit plans and other performance measurement systems to both internal and external markets. Starting with the transfer of goods and services within a firm, the module discusses the different methods of designing transfer pricing... View Details

Keywords: Management Control Systems; Implementing Strategy; Execution; Transfer Pricing; Activity Based Costing; Return On Investment; Residual Income; EVA; Strategy; Cost Accounting; Activity Based Costing and Management; Markets; Investment Return

June 1995 (Revised September 2019)
Teaching Note

Richardson Sheffield

By: Christopher A. Bartlett and Ashish Nanda

This note was prepared to aid instructors in the use of "Richardson Sheffield," HBS No. 392-089. The case traces Bryan Upton’s 20-plus years as managing director of a Sheffield-based cutlery company and describes the strategic and organizational actions he took to... View Details

Keywords: Development; General Management; Human Resources; Management; Leadership; Strategy; United Kingdom

Article

Investors as Stewards of the Commons?

By: George Serafeim

Over the past few years, there has been a significant increase in the number of initiatives seeking to mobilize investor voice towards positive social impact. In this paper, I provide a framework outlining the role of investors as stewards of the commons. While... View Details

Keywords: Collaboration; Industry Self-regulation; Sustainability; ESG; Capital Markets; Investor Behavior; Investment Activism; Social Issues; Environmental Sustainability; Corporate Social Responsibility and Impact; Cooperation

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January 2010
Case

Pratham - Every Child in School and Learning Well

By: Srikant M. Datar, Stacey M. Childress, Rachna Tahilyani and Anjali Raina

The case focuses on how Pratham, a non-governmental organization, provided quality education to underprivileged children in India by collaborating with the government. It focuses on the problem Madhav Chavan, the founder, is trying to solve, the contributing factors... View Details

Keywords: Non-Governmental Organizations; Collaborative Innovation and Invention; Social and Collaborative Networks; Performance Evaluation; Change Management; Organizational Design; Early Childhood Education; Management Systems; Strategy; Quality; Education Industry; India

September 2022
Article

Drivers of Philanthropic Foundations in Emerging Markets: Family, Values and Spirituality

By: Valeria Giacomin and Geoffrey Jones

This article discusses the ethics and drivers of philanthropic foundations in emerging markets. A foundation organizes assets to invest in philanthropic initiatives. Previous scholarship has largely focused on developed countries, especially the United States, and has... View Details

Keywords: Philanthropy; Foundations; Spirituality; Philanthropy and Charitable Giving; Social Enterprise; Emerging Markets; Values and Beliefs; Africa; Asia; Latin America; Middle East

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2011
Article

A Choice Prediction Competition for Social Preferences in Simple Extensive Form Games: An Introduction

By: Eyal Ert, Ido Erev and Alvin E. Roth

Two independent, but related, choice prediction competitions are organized that focus on behavior in simple two-person extensive form games: one focuses on predicting the choices of the first mover and the other on predicting the choices of the second mover. The... View Details

Keywords: Forecasting and Prediction; Behavior; Decision Choices and Conditions; Competition; Motivation and Incentives; Game Theory; Fairness

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October 2014 (Revised June 2015)
Case

Quiet Logistics (A)

By: Robert Simons and Natalie Kindred

This two-part case focuses on how to identify and manage strategic uncertainties in an innovative, entrepreneurial start-up company. In the (A) case, students learn about Quiet Logistics, an e-commerce fulfillment company working with high-end apparel retailers such as... View Details

June 1991 (Revised February 1999)
Case

Willow Creek Community Church (A)

By: Leonard A. Schlesinger

Describes the historic evolution and current positioning of a Christian church which focuses on the attraction of "unchurched" individuals. Describes the church's strategic service vision and its current growth and leadership problems. View Details

Keywords: Mission and Purpose; Strategic Planning; Social Enterprise; Marketing Strategy; Growth Management; Religion; Service Industry

11 Jan 2016
Research & Ideas

Is Group Loyalty a Force for Good or Evil?

you are trying to do is create a sense of loyalty or trust in the firm,” says Tandon Family Professor Francesca Gino, a member of the Negotiation, Organizations & Markets unit at Harvard Business School. “But that can make people so... View Details

Keywords: by Michael Blanding

November 2000 (Revised November 2005)
Case

Meg Whitman at eBay Inc. (A)

By: Linda A. Hill and Maria Farkas

Meg Whitman takes over as CEO of eBay from the founder. She must figure out how to lead the company through a stage of phenomenal growth without compromising eBay's unique external customer culture and internal culture--its key success factors. A rewritten version of... View Details

Keywords: Leadership Style; Change Management; Organizational Change and Adaptation; Growth Management; Organizational Culture; Success

May 2017 (Revised November 2017)
Case

Cotopaxi: Managing Growth for Good

By: Andy Wu and Laura Huang

Cotopaxi, an innovative outdoor gear business targeting millennials, focuses on profit and social impact. This registered benefit corporation was formed by Davis Smith who coalesced his experiences as a Wharton MBA student along with professional knowledge from an... View Details

Keywords: Entrepreneurship; Social Venture; Benefit Corporation; B-Corp; Retail; Consumer Products; Apparel; Social Impact; Social Entrepreneurship; Business Model; Product Positioning; Social Enterprise; Mission and Purpose; Consumer Products Industry; Retail Industry

February 1999 (Revised June 1999)
Case

Bloomberg L.P.

By: Clayton M. Christensen, Richard G. Hamermesh and Jeremy Dann

Michael Bloomberg founded his company to provide customers quick access to financial market data and analytical tools for understanding that data. As Bloomberg L.P. grew quickly,entered the ranks of "large, established companies," it grappled with a whole new range of... View Details

Keywords: Human Resources; Management Analysis, Tools, and Techniques; Organizational Culture; Organizational Structure; Problems and Challenges

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Roberto Verganti

Roberto Verganti (rverganti@hbs.edu) is in the Technology and Operations Management Unit at Harvard Business School. He teaches Design Theory and Practice for the View Details

Keywords: automotive; computer; consumer products; electronics; fashion; food; furniture; high technology; home appliances; industrial goods; pharmaceuticals; semiconductor; software; telecommunications; textiles

July 2016
Article

Do Prices Determine Vertical Integration?

By: Laura Alfaro, Paola Conconi, Harald Fadinger and Andrew F. Newman

What is the relationship between product prices and vertical integration? While the literature has focused on how integration affects prices, this paper provides evidence that prices can affect integration. Many theories in organizational economics and industrial... View Details

Keywords: Price; Vertical Integration; Product

November 2015
Article

Multi-Sided Platforms

By: Andrei Hagiu and Julian Wright

We study the economic tradeoffs that drive organizations to position themselves closer to or further away from a multi-sided platform (MSP) business model, relative to three traditional alternatives: vertically integrated firms, resellers or input suppliers. These... View Details

Keywords: Two Sided Markets; Reseller; Multi-Sided Platforms; Vertical Integration

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2015
Working Paper

The Challenges and Enhancing Opportunities of Global Project Management: Evidence from Chinese and Dutch Cross-Cultural Project Management

By: Ying Zhang, Christopher Marquis, Sergey Filippov, Henk-Jan Haasnoot and Martijn van der Steen

This study investigates the role of national and organisational culture in day-to-day activities of multinational project teams, specifically focusing on differences between Chinese and Dutch project managers. We rely on fieldwork observation and interviews with... View Details

Keywords: Management; Organizational Culture; Projects; Cross-Cultural and Cross-Border Issues; China; Netherlands

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