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      • February 2013 (Revised March 2013)
      • Case

      Agero: Enhancing Capabilities for Customers

      By: Robert Simons and Natalie Kindred

      This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

      Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
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      Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
      • January 2013 (Revised October 2014)
      • Case

      Barclays and the LIBOR Scandal

      By: Clayton S. Rose and Aldo Sesia
      In June of 2012, Barclays plc admitted that it had manipulated LIBOR—a benchmark interest rate that was fundamental to the operation of international financial markets and that was the basis for trillions of dollars of financial transactions. Between 2005 and 2009... View Details
      Keywords: Financial Systems; Financial Services; Corruption; Regulation; General Management; Management; Leadership; Economic Systems; Crime and Corruption; Ethics; Culture; Financial Services Industry; Financial Services Industry; United Kingdom
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      Rose, Clayton S., and Aldo Sesia. "Barclays and the LIBOR Scandal." Harvard Business School Case 313-075, January 2013. (Revised October 2014.)
      • November 2012 (Revised July 2014)
      • Case

      Doing Deals and Leading Teams at XAF Partners

      By: Boris Groysberg and Kerry Herman
      Private equity firm XAF Partners, created out of the 2003 merger of Shanghai-based Xuan Partners and AF Group, a spin out of the Shanghai-based, emerging market-focused private equity arm of a large European bank, had grown steadily over the last decade, establishing... View Details
      Keywords: Professional Service Firms; Leading Teams; Producing Managers; Delegation; Giving And Receiving Feedback; Managing Performance; Leadership; Work-Life Balance; Managerial Roles; Talent and Talent Management; Service Operations; Time Management; Performance; Financial Services Industry; Asia
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      Groysberg, Boris, and Kerry Herman. "Doing Deals and Leading Teams at XAF Partners." Harvard Business School Case 413-032, November 2012. (Revised July 2014.)
      • October 2012 (Revised January 2014)
      • Case

      Building Brand Infosys

      By: Rohit Deshpandé and Vidhya Muthuram
      Infosys Limited was India's second largest exporter of IT services with annual revenues of $7 billion and a market capitalization of nearly $26 billion in 2012. The company, headquartered in Bangalore, India, had built its reputation as the Indian IT bellwether whose... View Details
      Keywords: Marketing; Information Technology; Information Technology Industry; India
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      Deshpandé, Rohit, and Vidhya Muthuram. "Building Brand Infosys." Harvard Business School Case 513-003, October 2012. (Revised January 2014.)
      • October 2012 (Revised September 2013)
      • Teaching Note

      The Dabbawala System: On-Time Delivery, Every Time

      By: Stefan H. Thomke
      The Mumbai-based dabbawalas are a 5,000 or so person organization that achieves exceptional service performance with a semi-literate workforce. Every working day, they deliver and return about 130,000 lunchboxes to offices throughout Mumbai. This entails more than... View Details
      Keywords: Systems Design; Organization Design; Service; Organizational Design; Service Operations; Service Delivery; Mumbai
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      Thomke, Stefan H. "The Dabbawala System: On-Time Delivery, Every Time." Harvard Business School Teaching Note 613-062, October 2012. (Revised September 2013.)
      • September 2012 (Revised January 2013)
      • Case

      Martin Smith: July 2012

      By: Josh Lerner and Felda Hardymon
      Martin Smith, a recently hired general partner at a Brazil-based venture capital firm, must decide among three deal opportunities. Each has different strengths (management, market, and technology) but each has its own weaknesses as well. He must also consider each deal... View Details
      Keywords: Private Equity; Deal Choice; Venture Capital; Investments; Career Management; Management Teams; Decision Choices and Conditions; Cost vs Benefits; Personal Development and Career; Financial Services Industry; Brazil
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      Lerner, Josh, and Felda Hardymon. "Martin Smith: July 2012." Harvard Business School Case 813-067, September 2012. (Revised January 2013.)
      • June 2012
      • Case

      Aman Resorts (Abridged)

      By: Eugene Soltes and Aldo Sesia
      This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details
      Keywords: Global Business; Management Skills; Performance Appraisals; Customer Service; Incentives; Hospitality; Globalized Firms and Management; Business Model; Employees; Service Delivery; Customer Focus and Relationships; Business Strategy; Accommodations Industry
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      Soltes, Eugene, and Aldo Sesia. "Aman Resorts (Abridged)." Harvard Business School Case 112-100, June 2012.
      • May 2012
      • Background Note

      Innovation Magic

      By: Stefan Thomke and Jason Randal
      Why do certain product and service experiences seem like magic, making them all but destined for success, while other items languish on store shelves? For a better understanding of that, perhaps there's no better place to turn to than the world of magic. Consider that... View Details
      Keywords: Innovation; Product Differentiation; Experimentation; Personal Strategy & Style; Innovation and Invention; Creativity; Service Operations; Product; Customer Satisfaction
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      Thomke, Stefan, and Jason Randal. "Innovation Magic." Harvard Business School Background Note 612-099, May 2012.
      • April 2012 (Revised February 2017)
      • Case

      Dovernet

      By: Robert Simons and Natalie Kindred
      This case illustrates the implications of using stringent performance measurement systems to create performance pressure, motivate employee achievement, and sharpen a firm's competitiveness. It opens by describing the downsides of the ruthlessly competitive culture at... View Details
      Keywords: Motivation and Incentives; Information Technology; Competitive Advantage; Decision Choices and Conditions; Organizational Culture; Performance Evaluation; Compensation and Benefits; Web Services Industry; Web Services Industry; Vancouver
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      Simons, Robert, and Natalie Kindred. "Dovernet." Harvard Business School Case 112-061, April 2012. (Revised February 2017.)
      • April 2012
      • Article

      Bouncing Out of the Banking System: An Empirical Analysis of Involuntary Bank Account Closures

      By: Dennis Campbell, F. Asis Martinez-Jerez and Peter Tufano
      Using a new database, we document the factors that relate to the extent of involuntary consumer bank account closure resulting from excessive overdraft activity. Consumers who have accounts involuntarily closed for overdraft activity may have limited or no access to... View Details
      Keywords: Mathematical Methods; Customers; Social Issues; Outcome or Result; Budgets and Budgeting; Forecasting and Prediction; Competition; Banks and Banking; Policy; Personal Characteristics; Credit; Employment; United States
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      Campbell, Dennis, F. Asis Martinez-Jerez, and Peter Tufano. "Bouncing Out of the Banking System: An Empirical Analysis of Involuntary Bank Account Closures." Journal of Banking & Finance 36, no. 4 (April 2012): 1224–1235.
      • 2012
      • Book

      Sleeping with Your Smartphone: How to Break the 24-7 Habit and Change the Way you Work

      By: Leslie A. Perlow
      Does it have to be this way? Can't resist checking your smartphone or mobile device? Sure, all this connectivity keeps you in touch with your team and the office—but at what cost? In "Sleeping with Your Smartphone," Leslie Perlow reveals how you can disconnect and... View Details
      Keywords: Time Management; Internet and the Web; Groups and Teams; Performance Productivity; Globalized Firms and Management; Service Industry
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      Perlow, Leslie A. Sleeping with Your Smartphone: How to Break the 24-7 Habit and Change the Way you Work. Harvard Business Review Press, 2012.
      • January 2012 (Revised February 2013)
      • Teaching Note

      Dimensional Fund Advisors (DFA)'s Entry into the Retirement Market (TN)

      By: Lauren Cohen, Christopher Malloy and Timothy Gray
      Keywords: Retirement; Investment Funds; Financial Services Industry
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      Cohen, Lauren, Christopher Malloy, and Timothy Gray. "Dimensional Fund Advisors (DFA)'s Entry into the Retirement Market (TN)." Harvard Business School Teaching Note 212-069, January 2012. (Revised February 2013.)
      • September 2011 (Revised February 2013)
      • Case

      Cleveland Clinic: Improving the Patient Experience

      By: Ananth Raman and Anita L. Tucker
      Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
      Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
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      Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
      • June 2011
      • Article

      The Paradox of Excellence

      By: Thomas J. DeLong and Sara DeLong
      Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new... View Details
      Keywords: Employees; Innovation and Invention; Strength and Weakness; Performance Productivity; Risk and Uncertainty; Motivation and Incentives; Satisfaction
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      DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
      • May 2011 (Revised June 2011)
      • Case

      The Crisis at Tyco - A Director's Perspective

      By: Suraj Srinivasan and Aldo Sesia
      In 2002, Wendy Lane had been a member of the board of directors at Tyco International a little more than a year when the company's CEO Dennis Kozlowski and other top executives were accused of fraud, which ultimately led to resignations, imprisonments, lawsuits, and... View Details
      Keywords: Management Teams; Reputation; Governing and Advisory Boards; Crisis Management; Accounting Audits; Problems and Challenges; Risk Management; Finance; Managerial Roles; Lawsuits and Litigation; Service Industry; United States
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      Srinivasan, Suraj, and Aldo Sesia. "The Crisis at Tyco - A Director's Perspective." Harvard Business School Case 111-035, May 2011. (Revised June 2011.)
      • May 2011
      • Article

      Challenge the Boss or Stand Down

      By: W. Earl Sasser
      This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1105X, and commentary-only, R1105Z. Tom Green, an aggressive young sales executive at self-service... View Details
      Keywords: Problems and Challenges; Personal Development and Career; Jobs and Positions; Conferences; Service Industry
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      Sasser, W. Earl. "Challenge the Boss or Stand Down." R1105M. Harvard Business Review 89, no. 5 (May 2011).
      • April 2011
      • Case

      Kay Sunderland: Making the Grade at Attain Learning

      By: Linda A. Hill and Heather Beckham
      Kay Sunderland is an account director at Attain Learning Inc., a business training solutions company. In January 2011, one of Attain's most important clients, Juan Nunez of Gramen Equipment Company, contacts Sunderland with a request: Nunez would like Attain content... View Details
      Keywords: Communication; Interpersonal Relations; Personal Strategy & Style; Creativity; Conflict; Interdepartmental Relations; Talent Management; Management Style; Interpersonal Communication; Talent and Talent Management; Relationships; Conflict and Resolution; Communication Strategy; Power and Influence; Service Industry
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      Hill, Linda A., and Heather Beckham. "Kay Sunderland: Making the Grade at Attain Learning." Harvard Business School Brief Case 114-289, April 2011.
      • March 2011
      • Case

      Semiconductor Manufacturing International Company in 2011

      By: Willy Shih and Jia Cheng
      When David Wang took over as the CEO of SMIC, he knew that if he was to capitalize on the company's strategic location in the China market, he would have to transform the company mindset and its operating structure from its roots in the manufacturing of DRAMs to the... View Details
      Keywords: Growth and Development Strategy; Resource Allocation; Market Entry and Exit; Business Processes; Organizational Change and Adaptation; Organizational Culture; Customization and Personalization; Semiconductor Industry; China
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      Shih, Willy, and Jia Cheng. "Semiconductor Manufacturing International Company in 2011." Harvard Business School Case 611-053, March 2011.
      • March 2011
      • Case

      Valuation of AirThread Connections

      By: Erik Stafford and Joel L. Heilprin
      This case can be used as a capstone valuation exercise for first-year MBA students in an introductory finance course. A senior associate in the business development group at American Cable Communications, one of the largest cable companies in the U.S., must prepare a... View Details
      Keywords: Communication; Present Value; Tax Accounting; Capital Costs; Synergy; Telephony; Wireless Technologies; Communication Technology; Assets; Cost of Capital; Valuation; Cash Flow; Capital Structure; Accounting; Wireless Technology; Media and Broadcasting Industry; Media and Broadcasting Industry
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      Stafford, Erik, and Joel L. Heilprin. "Valuation of AirThread Connections." Harvard Business School Brief Case 114-263, March 2011.
      • January – February 2011
      • Article

      Stop Holding Yourself Back

      By: Anne Morriss, Robin J. Ely and Frances X. Frei
      After working with hundreds of leaders in a wide variety of organizations and in countries all over the globe, the authors found one very clear pattern: when it comes to meeting their leadership potential, many people unintentionally get in their own way. Five barriers... View Details
      Keywords: Transformation; Decision Choices and Conditions; Leadership; Personal Development and Career; Personal Characteristics
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      Morriss, Anne, Robin J. Ely, and Frances X. Frei. "Stop Holding Yourself Back." Harvard Business Review 89, nos. 1-2 (January–February 2011).
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