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  • March 2016 (Revised May 2018)
  • Case

Reinventing Best Buy

By: John R. Wells and Gabriel Ellsworth
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast... View Details
Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Information Technology; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Internet and the Web; Mobile and Wireless Technology; Resource Allocation; Computer Industry; Electronics Industry; Entertainment and Recreation Industry; Information Technology Industry; Retail Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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  • 30 Mar 2003
  • Research & Ideas

The Future of IT Consulting

have been several. First, innovation in frameworks and methodologies along with trained professionals have provided value-added services uniquely available from the consulting firm. For example, the Boston Consulting Group and McKinsey... View Details
Keywords: by Sarah Jane Johnston; Consulting
  • June 1998 (Revised August 2001)
  • Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Banking Industry; Financial Services Industry
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  • 2018
  • Article

Service Operations: What's Next?

By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Keywords: Service Operations; Research; Collaborative Innovation and Invention
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  • Teaching Interest

Leading Professional Service Firms

By: Andy Wu
As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm... View Details
  • 07 May 2012
  • News

Checking In with Employees (Versus Checking Up)

  • 29 Aug 2014
  • Working Paper Summaries

Patent Trolls

Keywords: by Lauren Cohen, Umit G. Gurun & Scott Duke Kominers

    Dutch Leonard

    Herman B. ("Dutch") Leonard is Eliot I. Snider and Family Professor of Business Administration at the Harvard Business School and the George F. Baker, Jr. Professor of Public Sector Management at Harvard University's John F. Kennedy School of Government. In... View Details

    Keywords: education industry; federal government; health care; nonprofit industry; state government

      Robert C. Merton

      Robert C. Merton is the School of Management Distinguished Professor of Finance at the MIT Sloan School of Management.

      Merton is University Professor Emeritus at Harvard University and was the George Fisher Baker Professor of... View Details

      Keywords: banking; brokerage; financial services; insurance industry; investment banking industry; retail financial services
      • 19 Feb 2008
      • Research & Ideas

      Radical Design, Radical Results

      addresses this shortfall as part of a larger research agenda investigating how companies manage to succeed in this particular arena. Verganti coauthored the article with Claudio Dell'Era, his colleague at Italy's Politecnico di Milano.... View Details
      Keywords: by Julia Hanna; Consumer Products
      • Research Summary

      Overview

      What makes some organizations more innovative than others? Innovation follows from strategy and structure. A good strategy allows individuals to impose their own imagination towards organizational goals in a coordinated way. Good structure adds incentives that... View Details
      Keywords: Energy Generation; Renewable Energy; Entrepreneurship; Environmental Sustainability; Green Technology; Innovation Strategy; Technological Innovation; Innovation and Management; Resource Allocation; Strategy; Energy Industry; Green Technology Industry; Canada; United States; Europe; Croatia; Serbia and Montenegro
      • 23 Oct 2020
      • Video

      Entrepreneurship Opportunities in a Post-COVID World: The Future of EdTech

      • 23 Apr 2020
      • Video

      Navigating the Crisis & Beyond: Perspectives for Leaders in South Asia - Part 2

      • November 2012
      • Teaching Plan

      The Langer Lab: Commercializing Science (TP)

      By: Vicki L. Sato and Annelena Lobb
      The Langer Lab at the Massachusetts Institute of Technology (MIT) was a unique operation. Its head, Robert Langer, had always focused on selecting ideas to research that would have the greatest positive impact for humanity, and he encouraged an unusual... View Details
      Keywords: Computers; Industry Evolution; Entrepreneurship; Intellectual Capital; R＆D; Technology Transfer; Patents; Research and Development; Massachusetts
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      • August 2010 (Revised October 2010)
      • Case

      Patagonia

      By: Ramon Casadesus-Masanell, Hyunjin Kim and Forest L. Reinhardt
      Patagonia was deeply committed to the environment. This commitment, at times, conflicted with the company's goal to create the most innovative products in its industry. Patagonia's founder and executives welcomed imitation of both its environmental commitment and its... View Details
      Keywords: Business History; Environmental Sustainability; Business Model; Business Strategy; Expansion; Consumer Products Industry
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      • October 2023
      • Case

      Vida Health: Transforming Chronic Disease Treatment

      By: William Sahlman and Nicole Tempest Keller
      San Francisco based Vida Health, founded by Stephanie Tilenius, former vice president of Commerce and Payments at Google, was a B2B digital health startup focused on the treatment of cardiometabolic conditions, such as diabetes and obesity. Its innovative digital... View Details
      Keywords: Corporate Strategy; Growth and Development Strategy; Demand and Consumers; Health Care and Treatment; Product Marketing; Risk and Uncertainty; Technological Innovation; Health Industry; Technology Industry; United States; California; San Francisco
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      • July 2013 (Revised March 2015)
      • Case

      Carl Zeiss and Free-Form Production: Can We See Clearly Yet?

      By: Willy Shih
      The prescription eyeglass lens industry was complicated and highly fragmented, and even though many of the tools and techniques employed have been relatively unchanged over the last century, there was still a surprising pace of innovation. An aging population around... View Details
      Keywords: History; Demand and Consumers; Disruptive Innovation; Vertical Integration; Theory; Technology Adoption; Health Industry
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      • Research Summary

      Research Overview

      Globalization and innovation are two key forces that will shape individual and business success in the 21st century. To thrive, individuals and organizations must collaborate effectively across cultural lines to solve pressing business problems and develop new products... View Details
      • January 2006 (Revised October 2006)
      • Case

      Hewlett-Packard: The Flight of the Kittyhawk (A)

      By: Clayton M. Christensen
      Hewlett-Packard decided that, to grow more rapidly, it needed to design a revolutionary disk drive product that would create an entirely new market or application for magnetic recording technology. The company followed most of the "rules" good managers follow in such... View Details
      Keywords: Management; Information Infrastructure; Innovation and Management; Product Development; Computer Industry; United States
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      • January 2003 (Revised April 2003)
      • Case

      Sun Hydraulics: Leading in Tough Times (A)

      By: Linda A. Hill and Jennifer Suesse
      Sun Hydraulics, 32-year-old global hydraulics engineering and manufacturing company headquartered in Sarasota, Florida, confronts tough choices due to the economic downturn in 2001. The company leadership debates how to maintain profitability and reduce labor costs... View Details
      Keywords: Organizational Culture; Mission and Purpose; Financial Crisis; Crisis Management; Manufacturing Industry; Florida
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