Publications

February 2000 (Revised March 2000)
Case

Owens & Minor, Inc. (B)

By: V.G. Narayanan and Lisa Brem

After a manager at Owens & Minor, a national medical and surgical distribution company, proposes and develops a formalized activity-based pricing and activity-based management approach to sales and service provision, this case explore the outcome. View Details

Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Sales; Outcome or Result; Management Style; Medical Devices and Supplies Industry; Distribution Industry

April 1998 (Revised August 2002)
Teaching Note

Hamptonshire Express TN

By: V.G. Narayanan and Ananth Raman

Teaching Note for (9-698-053). View Details

summer 2002
Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance

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March 2015
Case

Guiding Professional Accountants to Do the Right Thing

By: Paul Healy, V.G. Narayanan and Penelope Rossano

The Ethics Advisory Committee of the Institute of Chartered Accountants in England and Wales (ICAEW) provides training and support for member Chartered Accountants to help them deal with difficult professional situations. Members can seek help through call centers and... View Details

Keywords: Accounting; Ethics; Professional Conduct

January 2004 (Revised August 2007)
Teaching Note

Internet Customer Acquisition Strategy at Bankinter (TN)

By: Francisco de Asis Martinez-Jerez and V.G. Narayanan

Teaching Note to (9-103-021). View Details

Keywords: Banking Industry; Information Technology Industry; Spain

March 2010 (Revised April 2013)
Case

Equitas Microfinance: The Fastest-Growing MFI on the Planet

By: V.G. Narayanan and V. Kasturi Rangan

Founded as a for-profit microfinance company, Equitas had acquired nearly a million clients in the short two years since it was founded. The founder, Vasu, and his management team wished to accelerate the already impressive spurt to three million clients in the next... View Details

Keywords: Business Model; For-Profit Firms; Microfinance; Growth and Development Strategy; Corporate Social Responsibility and Impact; Social Enterprise; Financial Services Industry; India

October 2000 (Revised March 2001)
Case

Firestone/Ford Tire Controversy, The (A)

By: V.G. Narayanan and Roger Orosman Nieves

Examines the high-profile Firestone/Ford product recall/investigation that took place in the summer of 2000. Focuses on the management of supplier relationships and incentives. View Details

Keywords: Knowledge Sharing; Supply Chain Management; Motivation and Incentives; Crisis Management; Corporate Accountability; Product; Service Operations; Auto Industry

Article

The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value

By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan

This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage... View Details

Keywords: Customer Lifetime Value; Forward-looking Metrics; Employees; Decision Making; Information; Customer Value and Value Chain; Banks and Banking; Mortgages; Outcome or Result

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June 2011
Teaching Note

Whose Money Is It Anyway? (TN) (A), (B), and (C)

By: Richard G. Hamermesh, V.G. Narayanan and Rachel Gordon

Teaching Note for 810-008, 810-013, and 810-031. View Details

Keywords: Health Industry

October 2009 (Revised October 2010)
Supplement

Sara Campbell Ltd. (C)

By: Romana L. Autrey, V.G. Narayanan and Julia Rozovsky

Supplements the Sara Campbell Ltd. (A) and (B) cases by revealing the aftermath of issues presented in the (B) case. The students are given context to discuss how this situation could have been prevented. View Details

Keywords: Decision Choices and Conditions; Employee Relationship Management; Outcome or Result; Situation or Environment; Conflict Management; Apparel and Accessories Industry

April 2003 (Revised April 2008)
Teaching Note

Store24 (TN)

By: Dennis Campbell, Susan L. Kulp and V.G. Narayanan

Teaching Note for (9-103-058). View Details

Keywords: Retail Industry

April 1998
Teaching Note

Insteel Wire Products: ABM at Andrews TN

By: V.G. Narayanan and Ratna G. Sarkar

Teaching Note for (9-198-087). View Details

Keywords: Steel Industry

June 1996 (Revised March 1997)
Teaching Note

Romeo Engine Plant TN

By: V.G. Narayanan and Amy P. Hutton

Teaching Note for (9-194-032). View Details

Keywords: Manufacturing Industry

March 2001
Case

Firestone/Ford Tire Controversy (B), The

By: V.G. Narayanan and Roger Orosman Nieves

Supplements the (A) case. View Details

Keywords: Auto Industry

March 2002 (Revised March 2004)
Case

Metalcraft Supplier Scorecard

By: Susan L. Kulp, V.G. Narayanan and Ronald L. Verkleeren

An automotive components company uses a supplier scorecard to make sourcing decisions and review its supplier performance. View Details

Keywords: Supply Chain Management; Quality; Performance Evaluation; Decision Making; Service Operations; Motivation and Incentives; Supply and Industry; Manufacturing Industry; Auto Industry

September 2008 (Revised October 2008)
Case

Shareholder Activists at Friendly Ice Cream (A1)

By: Fabrizio Ferri, V.G. Narayanan and James Weber

Two activist investors, one a founder and one a hedge fund manager, seek to improve board oversight at a chain restaurant company. Prestley Blake founded Friendly Ice Cream in 1935 with his brother, and the two created a chain of full-service restaurants. In 1979, they... View Details

Keywords: Investment Activism; Governing and Advisory Boards; Lawsuits and Litigation; Business or Company Management; Business and Shareholder Relations; Conflict of Interests; Food and Beverage Industry; United States

April 2008 (Revised September 2008)
Case

Shareholder Activists at Friendly Ice Cream (A)

By: Fabrizio Ferri, V.G. Narayanan and James Weber

Two activist investors, one a founder and one a hedge-fund manager, seek to improve board oversight at a chain restaurant company. Prestley Blake founded Friendly Ice Cream in 1935 with his brother, and the two created a chain of full-service restaurants. In 1979 they... View Details

Keywords: Investment Activism; Governing and Advisory Boards; Lawsuits and Litigation; Business or Company Management; Business and Shareholder Relations; Conflict of Interests; Food and Beverage Industry; United States

January 2008 (Revised October 2010)
Case

Sara Campbell Ltd. (A)

By: Romana Autrey, V.G. Narayanan and Julia Rozovsky

Describes a situation in which Sara Campbell, the CEO of a women's apparel company, must decide how to resolve the tense relationship with her Financial Controller and ex-brother-in-law, Stephen Holt. Holt was employed by Campbell for 10 years, took on the majority of... View Details

Keywords: Accounting; Judgments; Governance Controls; Employee Relationship Management; Behavior; Apparel and Accessories Industry

2011
Working Paper

The Impact of Forward-Looking Metrics on Employee Decision Making

By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan

This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage... View Details

Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Mortgages; Employees; Information; Knowledge Use and Leverage; Service Delivery; Banking Industry; Europe