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June 2023
Case

Investing in the Climate Transition at Neuberger Berman

By: George Serafeim and Benjamin Maletta

By mid-2023, Neuberger Berman (NB), an active asset manager, had grown its assets under management to about half a trillion dollars and took pride in its client centricity and innovative spirit. Responding to client demand for investment products that integrated... View Details

April 2019 (Revised October 2020)
Case

Kraft Heinz: The $8 Billion Brand Write-Down

On Friday, February 22, 2019, following an unexpected and disappointing earnings report, The Kraft Heinz Company’s stock price fell 27%, wiping out $16 billion in market value. CEO Bernardo Hees had announced that the company had taken a $15.4 billion asset write-down,... View Details

June 2017
Article

Creating Reciprocal Value Through Operational Transparency

By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay

We investigate whether organizations can create value by introducing visual transparency between consumers and producers. Although operational transparency has been shown to improve consumer perceptions of service value, existing theory posits that increased contact... View Details

Keywords: Operational Transparency; Service Management; Production Management; Organizational Performance; Behavioral Operations; Service Operations; Service Delivery; Consumer Behavior; Labor; Organizational Design; Operations; Service Industry; United States; Kenya

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January 2013
Case

Brannigan Foods: Strategic Marketing Planning

By: John A. Quelch and James T. Kindley

The soup division at Brannigan Foods contributes over 40% of the firm's revenue. The general manager is concerned that the soup industry is declining and that the soup division shows declining profits and market share, especially among the important baby boomer... View Details

Keywords: United States; Consumer Marketing; Acquisitions; Forecasting; Quantitative Analysis; Risk Management; Decision Making; Budgeting; Supermarkets; Strategic Planning; Demand and Consumers; Marketing Strategy; Food; Resource Allocation; Acquisition; Product Development; Retail Industry; Food and Beverage Industry

February 2013 (Revised September 2013)
Case

Elasto Therm: The Next Step

By: Jim Sharpe and James Weber

Julia and Nate Burstein were living their dream running their own business and balancing the demands between their work and family obligations while creating a company that was responsive to their employees' and their customers' needs. The Bursteins had joined a large... View Details

Keywords: Entrepreneurial Management; Entrepreneurs; Pricing; Pricing Policies; Pricing Strategy; Pricing Structure; Sales Force Management; Acquisitions; Work/family Balance; Family-owned Business; Entrepreneurship; Growth and Development Strategy; Expansion; Work-Life Balance; Manufacturing Industry; Rubber Industry; United States

March 2016
Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell

In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details

Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan

August 2016 (Revised June 2017)
Case

Oversight Systems

By: Frank V. Cespedes and Amram Migdal

The case, set in May 2016, discusses sales strategy and managing sales and service at Oversight Systems, an Atlanta, Georgia–based software firm that developed analytics for organizations to monitor their data for errors, fraud, and operational inefficiencies. Included... View Details

Keywords: Sales; Sales Strategy; Entrepreneurial Sales; Entrepreneurial Sales And Marketing; Software Sales; Marketing; Marketing Management; Pricing; Salesforce Management; Distribution Channels; Marketing Strategy; Technology Industry; North America; United States; Atlanta; Georgia (state, US)

September 2022 (Revised November 2023)
Case

Wordle

By: Karen G. Mills, Christina Wallace, Ebehi Iyoha, Gabriella Elanbeck and Morgane Herculano

After sourdough bread, countertop chive gardens, and vaccine selfies came a pandemic-era trend that everyone seemed to be in on: one daily chance to guess a five-letter word and crow about your success on social media via little green and yellow squares. From a... View Details

Keywords: Games; Innovation; General Management; Mergers and Acquisitions; Trends; Entrepreneurship; Bids and Bidding; Consumer Behavior; Entertainment and Recreation Industry; Technology Industry

January 2013
Case

Luotang Power: Variances Explained

By: Robert Simons and Craig Chapman

The general manager of Luotang Power, a coal-fired power plant located in central China, reviews annual results before a meeting with the board of directors. He thought the company performed well during the year and both plant availability and fuel economy had improved... View Details

Keywords: China; Financial Statements; Management Accounting; Variance Analysis; Environmental Regulations; Incentives; Electric Power Generation; Contracts; Valuation; Energy Generation; Accounting; Performance Evaluation; Energy Industry; China

February 2003 (Revised April 2003)
Background Note

Note on Staffing in Professional Service Firms

By: Ashish Nanda

This case discusses the problem of balancing demand and supply of professionals within a professional services firm (PSF). It emphasizes how human resources management policies impact supply conditions and how market opportunities determine demand conditions. The case... View Details

Keywords: Demand and Consumers; Balance and Stability; Supply and Industry; Employees; Service Industry

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March 2014 (Revised March 2015)
Case

Samsung Electronics: TV in an Era of Convergence

By: Karim R. Lakhani, Marco Iansiti and Kerry Herman

From the late 1990s to 2006/2007, Samsung Electronics moved from one of 170 TV manufacturers to gain dominant TV market share year over year from 2007-2013. As digital technologies increasingly converged in 2013-2014, the industry faced new questions: What was the... View Details

Keywords: Digital Innovation; Technology; Technology Management; Digital Convergence; Digital Technology; Innovation; Korea; Samsung; Television; Technological Innovation; Information Technology; Innovation and Invention; Innovation Leadership; Innovation and Management; Product Development; Product Design; Electronics Industry; Korean Peninsula; Asia

September 2017 (Revised September 2023)
Case

Chase Sapphire: Creating a Millennial Cult Brand

By: Shelle Santana, Jill Avery and Christine Snively

The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan Chase and its competitors. With the one-year anniversary of the launch approaching, managers are focused on... View Details

July–August 2017
Article

Why Outlet Stores Exist: Averting Cannibalization in Product Line Extensions

By: Donald Ngwe

Outlet stores are a large and growing component of many firms' retailing strategies, particularly in the fashion industry. Outlet stores offer attractive prices in locations far from central shopping districts. The main perspectives on why outlet stores exist can be... View Details

Keywords: Fashion; Industrial Organization; Outlet Stores; Price Discrimination; Retail; Channel Management; Luxury; Product Marketing; Price; Retail Industry; Fashion Industry

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June 2004
Article

A Catering Theory of Dividends

By: Malcolm Baker and Jeffrey Wurgler

We propose that the decision to pay dividends is driven by prevailing investor demand for dividend payers. Managers cater to investors by paying dividends when investors put a stock price premium on payers, and by not paying when investors prefer nonpayers. To test... View Details

Keywords: Dividends; Catering; Financial Instruments; Investment Return; Business and Shareholder Relations

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June 10, 2021
Article

Preparing Hospitals for the Next Pandemic

By: Regina E. Herzlinger and Barak D. Richman

The COVID-19 epidemic response has shown that the U.S. is blessed with heroic physicians and other health care providers, researchers, and facilities. But it has also revealed a health care system that was woefully unprepared for the surge of pandemic patients. In the... View Details

Keywords: Hospital; Hospital Management; Hospitals—administration; Health Care; Health Care Industry; Health Care Investment; Health Care Operations; Health Pandemics; Health Care and Treatment; Operations; Performance Improvement; Investment; Health Industry; United States

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December 1995
Case

AT&T USADirect In-Language Service: India

By: John A. Quelch

AT&T managers are assessing demand for a soon-to-be launched new operator-assisted, in-language international telephone service from India. View Details

Keywords: Communication Technology; Demand and Consumers; Emerging Markets; Product Launch; Telecommunications Industry; United States; India

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Third Quarter 2018
Article

Why and How Investors Use ESG Information: Evidence from a Global Survey

By: Amir Amel-Zadeh and George Serafeim

Using survey data from a sample of senior investment professionals from mainstream (i.e., not SRI funds) investment organizations, we provide insights into why and how investors use reported environmental, social, and governance (ESG) information. Relevance to... View Details

Keywords: ESG; ESG (Environmental, Social, Governance) Performance; Sustainability; Investment Management; Investment Strategy; Metrics; Standard Setting; Accounting Standards; Finance; Investment; Information; Environmental Sustainability; Governance; Performance Effectiveness; Strategy

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July 2022
Teaching Note

Arçelik (A), (B): From a Dealer Network to an Omnichannel Experience

By: Ayelet Israeli, Fares Khrais and Menna Hassan

Arçelik Turkey, the country’s market leader in household appliances, was at an omnichannel crossroads in January 2020. Arçelik was a B2B player utilizing a dealership network with an umbrella of brands and had one of the largest brick-and-mortar store networks in... View Details

Article

The Social Utility of Feature Creep

By: Debora V. Thompson and Michael I. Norton

Previous research shows that consumers frequently choose products with too many features that they later find difficult to use. Our research shows that this seemingly suboptimal behavior may in fact confer benefits when factoring in the social context of consumption.... View Details

Keywords: Impression Management; Social Influence; Conspicuous Consumption; Signaling; Product Features; Consumer Behavior; Information Technology; Experience and Expertise; Status and Position

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December 2016
Module Note

Strategy Execution Module 10: Using the Job Design Optimization Tool to Build Effective Organizations

By: Robert Simons

This module reading provides directions for using the online Job Design Optimization Tool (JDOT) which is available free of charge from Harvard Business School Publishing at https://cb.hbsp.harvard.edu/cbmp/resources/marketing/multimedia/JDOT/index.html. This tool can... View Details

Keywords: Management Control Systems; Implementing Strategy; Execution; Span Of Control; Span Of Accountability; Performance Measurement; Job Design; Organization Design; Strategy; Entrepreneurship

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