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  • September 2005
  • Case

IBM Network Technology (A) (Abridged)

By: Michael L. Tushman
An unconventional manager within IBM leads the creation of a business unit with multibillion-dollar potential, winning over customers and nudging the organization to make the changes needed to achieve dramatic growth. Exemplifies how organizational design and... View Details
Keywords: Organizational Design; Management Teams; Leadership Style; Growth and Development; Growth and Development Strategy; Employees; Information Technology Industry
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  • 26 Jul 2022
  • Research & Ideas

Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews

There’s a saying in hospitality: The customer is always right. In fact, customers might be more influential than ever, according to a study of online restaurant reviews. Yelp, the website where consumers... View Details
Keywords: by Kara Baskin; Entertainment & Recreation; Food & Beverage; Retail
  • 06 Nov 2021
  • News

Employers Partner with Community Colleges to Fill the Talent Pipeline

  • 27 Sep 2012
  • News

Guanxi or关系: one word, many interpretations

  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • February 2004 (Revised August 2004)
  • Case

National Semiconductor's India Design Center

By: Jeffrey T. Polzer and Elizabeth Kind
The senior managers of the India Design Center used 360-degree feedback to develop their team competencies. Now, three new managers are about to join their management team, and Ashok Kumar, director of the center, must decide how to integrate the new managers in a way... View Details
Keywords: Groups and Teams; Information Technology Industry; India
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  • 01 Oct 2008
  • Research & Ideas

How Much Time Should CEOs Devote to Customers?

occasional cases, to be brought in to close a major sale. The hero salesman does not usually make a good general manager or CEO. Second, no CEO—especially one with a marketing background—should spend time with View Details
Keywords: by John Quelch
  • 08 Aug 2017
  • First Look

First Look at Research and Ideas, August 8, 2017

subsumed by the other three. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53024 August 2017 Obstetrics & Gynecology Relationship Between Labor and Delivery Unit Management Practices... View Details
Keywords: Sean Silverthorne
  • March 2005 (Revised August 2007)
  • Case

Brocade: Launching the Multiprotocol Router

By: Elie Ofek and Mamoon Hamid
Brocade management is preparing for the launch of a new technology for data storage. The multiprotocol router improves on existing technology and has the potential to change the way firms design their data storage networks. Students must determine the target market for... View Details
Keywords: Customer Satisfaction; Price; Product Launch; Partners and Partnerships; Segmentation; Information Infrastructure; Technology Adoption; Information Technology Industry
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  • 01 Jun 2012
  • News

Leadership Is a Conversation

  • September 2000 (Revised November 2000)
  • Case

GetConnected.com

By: Rajiv Lal, Nilanjana R. Pal and Jodi L. Prins
Describes the situation faced by GCI.com in April 2000, soon after raising $12 million for their new venture. After hiring an advertising agency, management needs to decide on the nature of the advertising campaign to target the right set of customers with the right... View Details
Keywords: Advertising Campaigns; Business Startups; Business or Company Management; Marketing Strategy; Market Entry and Exit; Corporate Strategy; Web Services Industry
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  • July 1993
  • Case

Air Miles Canada

By: Thomas O. Jones, Leonard A. Schlesinger and Roger H. Hallowell
Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer... View Details
Keywords: Programs; Customer Relationship Management; Information Management; Air Transportation Industry; Canada
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  • December 2003 (Revised May 2004)
  • Case

Grove Street Advisors

By: G. Felda Hardymon, Josh Lerner, Ann Leamon and Frank Angella
Grove Street Advisors, a manager of customized private equity investment products, has been very successful in its first five years. To grow, the group must decide whether to target smaller organizations, revive its coinvestment efforts, or enter the highly competitive... View Details
Keywords: Business Organization; Decision Choices and Conditions; Private Equity; Investment; Market Entry and Exit; Competitive Strategy
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  • March 2005 (Revised December 2005)
  • Case

Actis & CDC: A New Partnership

By: G. Felda Hardymon and Ann Leamon
The senior managing partner of Actis, a leading private equity investor in emerging markets, must decide whether to go into the market to raise money. Actis was spun out of CDC, a 50-year-old division of the U.K.'s Department for International Development, and is... View Details
Keywords: Private Equity; Partners and Partnerships; Emerging Markets; Financial Services Industry; United Kingdom
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  • 18 Sep 2016
  • News

Rush to Take Advantage of a Dull iPhone Started Samsung's Battery Crisis

    Alan D. MacCormack

    Alan MacCormack is the MBA Class of 1949 Adjunct Professor of Business Administration at the Harvard Business School, a member of The Digital, Data, and Design (D^3) Institute at Harvard, and a core faculty member... View Details

    Keywords: automotive; communications; computer; e-commerce industry; electronics; high technology; information technology industry; internet; semiconductor; software; telecommunications; venture capital industry
    • January 2009 (Revised June 2010)
    • Case

    Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture

    By: Ranjay Gulati
    Customer centricity has been an important part of the culture at Cisco Systems since its inception. While part of this is attributable to values put in place by the founders and retained by subsequent management, it is also closely interwoven with its organizational... View Details
    Keywords: Customer Satisfaction; Organizational Design; Organizational Structure; Organizational Change and Adaptation; Change Management; Organizational Culture; Research and Development; Job Cuts and Outsourcing; Employees; Brands and Branding; Customer Relationship Management; Business Units
    Related
    • September 1998 (Revised March 1999)
    • Case

    Sun Microsystems and the N-tier Architecture

    By: Richard L. Nolan and Kelley Porter
    Sun Microsystems is a pioneer in networking computing. Sun's servers maintain a large market share and are considered highly scaleable. The case describes the n-tier architecture for building and managing large networks in which thousands of workers and customers are... View Details
    Keywords: Information Infrastructure; Information Technology; Technological Innovation; Business Strategy; Innovation Strategy; Information Technology Industry
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    • October 1994 (Revised March 1995)
    • Case

    Marsh Supermarkets, Inc. (B): The Entry of Meijer Supercenters

    The Marsh chain of supermarkets is challenged by the entry of Meijer Supercenters into the Indianapolis market. Marsh management must decide how to select, price, promote, and merchandise its products in order to retain the loyalty of its customers and maintain... View Details
    Keywords: Distribution; Marketing Strategy; Competitive Advantage; Retail Industry; Indianapolis
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      Rebecca A. Karp

      Rebecca Karp is an Assistant Professor in the Strategy Unit at Harvard Business School. She teaches Strategy in the MBA required curriculum. Professor Karp is a field researcher and ethnographer. Her research examines how companies formulate and... View Details