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  • All HBS Web  (7,916)
    • People  (9)
    • News  (1,433)
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  • October 2021 (Revised December 2021)
  • Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
  • 19 Nov 2018
  • HBS Seminar

Allie Feldberg, Harvard Business School

    Ranjay Gulati

    Ranjay Gulati is the Paul R. Lawrence MBA Class of 1942 Professor of Business Administration and the former Unit Head of the Organizational Behavior Unit at Harvard Business School. His pathbreaking research, which focuses on unlocking organizational and unleashing... View Details

    Keywords: biotechnology; computer; financial services; industrial goods; information technology industry; pharmaceuticals; professional services; retailing
    • 14 Jun 2013
    • News

    Auto-Repair Shops Tend to Overcharge Women, Except When They Don't

    • 29 Apr 2008
    • First Look

    First Look: April 29, 2008

      Working PapersNone this week   Cases & Course MaterialsAvaya (A) Harvard Business School Case 508-048 Avaya's top management wants to improve demand generation. This requires an improvement in the View Details
    Keywords: Martha Lagace
    • March 1994 (Revised May 1994)
    • Case

    Lisa Benton (A)

    By: Linda A. Hill
    Lisa Benton is in her fourth month as an assistant product manager at Houseworld, a leading consumer products company. She has been on the job since graduating from the Harvard Business School, and she has been frustrated from the start by a lack of responsibility, by... View Details
    Keywords: Problems and Challenges; Jobs and Positions; Power and Influence; Relationships; Consumer Products Industry
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    Hill, Linda A. "Lisa Benton (A)." Harvard Business School Case 494-114, March 1994. (Revised May 1994.)
    • April 1996 (Revised May 2008)
    • Exercise

    Adam Baxter Company/Local 190: 1985 Negotiation, Local 190 Confidential Information

    By: Kathleen L. McGinn and Victoria Medvec
    Includes a series of three negotiation exercises portraying management/labor relations at ABC over a period of seven years. ABC, initially a family-owned business, had prided itself on its cooperative relationship with its union, Local 190. With the skyrocketing... View Details
    Keywords: Inflation and Deflation; Compensation and Benefits; Labor Unions; Wages; Working Conditions; Negotiation Process; Labor and Management Relations
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    McGinn, Kathleen L., and Victoria Medvec. "Adam Baxter Company/Local 190: 1985 Negotiation, Local 190 Confidential Information." Harvard Business School Exercise 396-325, April 1996. (Revised May 2008.)
    • April 1996 (Revised May 2008)
    • Exercise

    Adam Baxter Company/Local 190: 1978 Negotiation, Local 190 Confidential Information

    By: Kathleen L. McGinn and Victoria Medvec
    Includes a series of three negotiation exercises portraying management/labor relations at ABC over a period of seven years. ABC, initially a family-owned business, had prided itself on its cooperative relationship with its union, Local 190. With the skyrocketing... View Details
    Keywords: Inflation and Deflation; Compensation and Benefits; Labor Unions; Wages; Working Conditions; Negotiation Process; Labor and Management Relations
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    McGinn, Kathleen L., and Victoria Medvec. "Adam Baxter Company/Local 190: 1978 Negotiation, Local 190 Confidential Information." Harvard Business School Exercise 396-319, April 1996. (Revised May 2008.)
    • March 2021 (Revised December 2021)
    • Case

    Cedar Environmental: Innovation vs. Corruption in Lebanon?

    By: Nien-hê Hsieh and Youssef Abdel Aal
    The case follows Ziad Abi Chaker, founder and CEO of Cedar Environmental, as he weighs options for how to grow the company in the face of growing economic and political instability in Lebanon in 2019.

    Founded after the Lebanese civil war, Cedar... View Details
    Keywords: Waste Management; Recycling; Corruption; Leadership & Corporate Accountability; Business And Government; Social Entrepreneurship; Environmental Sustainability; Green Technology; Pollution; Entrepreneurship; Business and Government Relations; Crime and Corruption; Technological Innovation; Growth and Development Strategy; Business Strategy; Expansion; Corporate Accountability; Green Technology Industry; Middle East; Lebanon
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    Hsieh, Nien-hê, and Youssef Abdel Aal. "Cedar Environmental: Innovation vs. Corruption in Lebanon?" Harvard Business School Case 321-114, March 2021. (Revised December 2021.)
    • 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
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    Godes, David B., and David Lane. "Lincoln Financial Group (C)." Harvard Business School Supplement 508-030, February 2008. (Revised May 2008.)
    • November 1994 (Revised May 1998)
    • Background Note

    Strategic Sales Management: A Boardroom Issue

    By: Benson P. Shapiro, Stephen X. Doyle and Adrian J. Slywotsky
    Explains why sales management has become an increasingly important and complex topic for top managers. Demonstrates the financial impact of a superior salesforce and then describes a way to gain superiority. The focus is on a salesforce that is responsive to customer... View Details
    Keywords: Salesforce Management; Strategy
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    Shapiro, Benson P., Stephen X. Doyle, and Adrian J. Slywotsky. "Strategic Sales Management: A Boardroom Issue." Harvard Business School Background Note 595-018, November 1994. (Revised May 1998.)
    • August 2013
    • Case

    Harold Mills at ZeroChaos (A)

    By: Lena G. Goldberg and Maurice L. Kuykendoll II
    After leading a management buy-out, Harold Mills transformed ZeroChaos into a global staffing enterprise. Poised to raise additional capital to fund the company's next phase of growth, he was also confronting the liquidity demands of his early-stage investors and... View Details
    Keywords: Legal Aspects Of Business; Law; Business Growth and Maturation; Corporate Finance
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    Goldberg, Lena G., and Maurice L. Kuykendoll II. "Harold Mills at ZeroChaos (A)." Harvard Business School Case 314-043, August 2013.
    • 28 Apr 2003
    • Research & Ideas

    Supply Chain Risk: Deal With It

    efficiency has been cast in high relief, supply chain managers realize that they can no longer focus solely on cost reduction—any calculation of a supply chain's return on investment must also take customer... View Details
    Keywords: by David Stauffer
    • 2007
    • Case

    Continuous Process Improvement at Deere & Company

    By: Vijay Govindarajan and Chris Trimble
    After decades of tense relationships with the United Auto Workers, Deere & Company broke through with a landmark agreement that built an expectation of continuous improvement into the compensation plan. The company then built a set of management forums and processes to... View Details
    Keywords: Strategy; Machinery and Machining; Agreements and Arrangements; Management Practices and Processes; Labor Unions; Compensation and Benefits; Auto Industry; Agriculture and Agribusiness Industry
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    Govindarajan, Vijay, and Chris Trimble. "Continuous Process Improvement at Deere & Company." 2007. (Case No. 2-0024.)
    • February 2015 (Revised September 2016)
    • Teaching Note

    Making stickK Stick: The Business of Behavioral Economics

    By: Leslie K. John and Michael Norton
    Email mking@hbs.edu for a courtesy copy.

    This Teaching Note explains the theory of the case and teaching plan for the case: Making sticK Stick: The Business of Behavioral Economics (514019). The case focuses on a... View Details
    Keywords: Behavioral Economics; Behavior Change; B2B Vs. B2C; Human Resource Management; Marketing Of Innovations; Health & Wellness; Weight Loss; Charitable Giving; Marketing; Consumer Behavior; Entrepreneurship; Internet and the Web; Health; Business Model; Sales; Human Resources; Health Industry; United States
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    John, Leslie K., and Michael Norton. "Making stickK Stick: The Business of Behavioral Economics." Harvard Business School Teaching Note 515-088, February 2015. (Revised September 2016.) (Email mking@hbs.edu for a courtesy copy.)
    • August 2017 (Revised June 2018)
    • Case

    Enpara.com: Digital Bank at a Crossroad

    By: Sunil Gupta and Eren Kuzucu
    In March 2017, Elsa Pekmez Atan (MBA 2004), was wondering about the future of Enpara.com, a digital-only banking platform of QNB Finansbank. Since its launch in October 2012, Enpara had been successful in attracting over 600,000 customers by appealing to digital savvy,... View Details
    Keywords: Innovation; Competition; Banks and Banking; Business Model; Product Launch; Competitive Strategy; Integration; Innovation and Invention; Decision Making; Strategy; Emerging Markets; Digital Transformation; Banking Industry; Turkey
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    Gupta, Sunil, and Eren Kuzucu. "Enpara.com: Digital Bank at a Crossroad." Harvard Business School Case 518-030, August 2017. (Revised June 2018.)
    • February 2016 (Revised June 2016)
    • Case

    Janalakshmi Financial Services' HR Dilemma

    By: Doug J. Chung and Radhika Kak
    Janalakshmi Financial Services (JFS), an Indian microfinance institution, had grown rapidly by providing financial products to its main customer base, the urban poor. However, the company was facing several challenges. JFS’s productivity was declining, and it was... View Details
    Keywords: Microfinance; Salesforce Management; Compensation and Benefits; Sales; Strategy; Financial Services Industry
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    Chung, Doug J., and Radhika Kak. "Janalakshmi Financial Services' HR Dilemma." Harvard Business School Case 516-039, February 2016. (Revised June 2016.)
    • 13 Aug 2007
    • Research & Ideas

    The Dark Side of Trust

    established relationships. The managerial challenge is to build trusting relationships without losing sight of outside opportunities. This applies to contexts other than procurement. For example, in human resource management, View Details
    Keywords: by Sean Silverthorne; Service
    • January 2018 (Revised June 2018)
    • Case

    Medtronic: Navigating a Shifting Healthcare Landscape

    By: Robert S. Kaplan, Michael E. Porter, Thomas W. Feeley and Alee Hernandez
    Medtronic is adapting its strategy to changes in healthcare competition and payments. It has decided to develop new relationships with payers, hospitals, and physicians to become more accountable for patient outcomes and total costs. The case describes new forms of... View Details
    Keywords: Value Based Health Care; Bundled Payments; Health Care and Treatment; Cost Management; Value Creation; Supply Chain Management; Customer Value and Value Chain; Health Industry; Medical Devices and Supplies Industry; United States; Netherlands
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    Kaplan, Robert S., Michael E. Porter, Thomas W. Feeley, and Alee Hernandez. "Medtronic: Navigating a Shifting Healthcare Landscape." Harvard Business School Case 718-471, January 2018. (Revised June 2018.)
    • 31 Jul 2017
    • HBS Case

    It’s Hard to Fix the Family Business Without Offending the Family

    Transitioning to next-generation leadership in a family-run restaurant business is a tricky recipe. Credit:  ansonmiao Harvard Business School case studies are often set in large corporations, where the wide range of problems encountered by View Details
    Keywords: by Julia Hanna; Food & Beverage
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