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      • January 1993 (Revised November 1993)
      • Case

      FCB and Publicis (B): Managing Client and Country Diversity

      By: Rosabeth M. Kanter
      Discusses FCB and Publicis, partners in a global advertising agency alliance, working together with their clients to provide excellent service. May be used with FCB and Publicis (A): Forming the Alliance and (C): The German-Led Network. View Details
      Keywords: Customer Relationship Management; Alliances; Cooperation; Globalized Firms and Management; Partners and Partnerships; Marketing Strategy; Advertising; Diversity; Advertising Industry; France; Germany; United States
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      Kanter, Rosabeth M. "FCB and Publicis (B): Managing Client and Country Diversity." Harvard Business School Case 393-100, January 1993. (Revised November 1993.)
      • January 1993 (Revised April 1993)
      • Case

      Chadwick, Inc.: The Balanced Scorecard

      By: Robert S. Kaplan
      The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten years to bring a new product to the marketplace and the division depends on good relations and active feedback from its... View Details
      Keywords: Balanced Scorecard; Performance Evaluation; Customer Relationship Management; Goals and Objectives; Customer Satisfaction; Research and Development; Marketplace Matching; Financial Condition; Product Launch; Pharmaceutical Industry
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      Kaplan, Robert S. "Chadwick, Inc.: The Balanced Scorecard." Harvard Business School Case 193-091, January 1993. (Revised April 1993.)
      • Article

      Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis

      By: Rohit Deshpandé, J. U. Farley and F E Webster Jr
      Keywords: Organizational Culture; Business Ventures; Customers; Innovation and Invention; Japan
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      Deshpandé, Rohit, J. U. Farley, and F E Webster Jr. "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57, no. 1 (January 1993): 23–37.
      • November 1992 (Revised December 1992)
      • Case

      Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)

      By: Robert H. Hayes
      The Computer-Aided Manufacturing (CAM) Services Division of John Deere has just received approval to sell their software and computer systems to external customers. These tools, initially developed for internal use, have been widely used throughout Deere. Still,... View Details
      Keywords: Information Infrastructure; Applications and Software; Machinery and Machining; Technological Innovation; Markets; Marketing Strategy; Product Launch; Outcome or Result; Computer Industry; Manufacturing Industry
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      Hayes, Robert H. "Deere & Co. (A): The Computer Aided Manufacturing Services Division - A Window to the World (Abridged)." Harvard Business School Case 693-051, November 1992. (Revised December 1992.)
      • October 1992
      • Article

      Segmenting Industrial Customers by Buyer Behavior

      By: V. K. Rangan, R. T. Moriarty Jr. and G. Swartz
      Keywords: Consumer Behavior; Customers
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      Rangan, V. K., R. T. Moriarty Jr., and G. Swartz. "Segmenting Industrial Customers by Buyer Behavior." Journal of Marketing 56, no. 1 (October 1992): 72–82.
      • August 1992 (Revised June 1993)
      • Case

      Euro Disney: The First 100 Days

      By: Gary W. Loveman and Leonard A. Schlesinger
      The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details
      Keywords: Multinational Firms and Management; Service Operations; Service Delivery; Corporate Strategy; Customer Focus and Relationships; Service Industry; Entertainment and Recreation Industry; Japan; France; United States
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      Loveman, Gary W., and Leonard A. Schlesinger. "Euro Disney: The First 100 Days." Harvard Business School Case 693-013, August 1992. (Revised June 1993.)
      • May 1992 (Revised November 1992)
      • Case

      Fabtek (A)

      By: Rowland T. Moriarty Jr., Benson P. Shapiro and Craig E. Cline
      Concerns the selection and scheduling of orders by a small industrial titanium fabricator that in recent months has been plagued by poor deliveries and a lack of capacity. Four orders are offered, from which the student must select one. Each order represents different... View Details
      Keywords: Customer Relationship Management; Business or Company Management; Time Management; Performance Capacity
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      Moriarty, Rowland T., Jr., Benson P. Shapiro, and Craig E. Cline. "Fabtek (A)." Harvard Business School Case 592-095, May 1992. (Revised November 1992.)
      • May 1992
      • Supplement

      Fabtek (B)

      By: Rowland T. Moriarty Jr. and Benson P. Shapiro
      Presents an urgent order for repair service from an important customer who had purchased an item from a competitor. The item, which TiFab had bid on, went out at a price that TiFab predicted was below the amount necessary to ensure quality manufacture. Now the customer... View Details
      Keywords: Price; Bids and Bidding; Production; Quality; Competitive Strategy
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      Moriarty, Rowland T., Jr., and Benson P. Shapiro. "Fabtek (B)." Harvard Business School Supplement 592-096, May 1992.
      • May 1992 (Revised September 2019)
      • Case

      Richardson Sheffield

      By: Christopher A. Bartlett and Ashish Nanda
      The case traces Bryan Upton’s 20-plus years as managing director of a Sheffield-based cutlery company and describes the strategic and organizational actions he took to raise sales and earnings at more than 25% annually, even as the local industry was in steep... View Details
      Keywords: Human Resource Management; Human Resource Practices; General Management; Human Resources; Management; Leadership; Strategy; United Kingdom
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      Bartlett, Christopher A., and Ashish Nanda. "Richardson Sheffield." Harvard Business School Case 392-089, May 1992. (Revised September 2019.)
      • November 1991 (Revised December 1996)
      • Case

      Pressco, Inc.--1985

      By: William E. Fruhan Jr.
      A capital budgeting problem is viewed from the context of a marketing representative attempting to make a sale of energy saving heavy industrial equipment. Tax law changes promise to have a significant impact on the customer's decision process. Teaching purpose: To... View Details
      Keywords: Capital Budgeting; Machinery and Machining; Valuation; Taxation; Customer Value and Value Chain; Cost vs Benefits; Inflation and Deflation; Cost Management; Product Marketing; North and Central America
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      Fruhan, William E., Jr. "Pressco, Inc.--1985." Harvard Business School Case 292-085, November 1991. (Revised December 1996.)
      • October 1991 (Revised August 2000)
      • Case

      Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)

      By: V. Kasturi Rangan and Frank V. Cespedes
      Becton Dickinson, a phenomenally successful company with an 80% market share in the blood collection needles and syringes market faces a change in the customer buying environment (cost containment pressures at hospitals). This forces a reevaluation of the company's... View Details
      Keywords: Business Divisions; Customer Satisfaction; Demand and Consumers; Market Participation; Distribution Channels; Success; Corporate Strategy; Value Creation; Health Industry
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      Rangan, V. Kasturi, and Frank V. Cespedes. "Becton Dickinson & Company: VACUTAINER Systems Division (Condensed)." Harvard Business School Case 592-037, October 1991. (Revised August 2000.)
      • September 1991 (Revised May 1994)
      • Background Note

      Note on the PC Network Software Industry--1990

      By: David B. Yoffie
      Examines the economics, technology, customer segments, and competitors of the PC networking software industry. View Details
      Keywords: Customers; Economics; Competition; Applications and Software; Technology Adoption; Information Infrastructure
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      Yoffie, David B. "Note on the PC Network Software Industry--1990." Harvard Business School Background Note 792-022, September 1991. (Revised May 1994.)
      • August 1991 (Revised September 1994)
      • Background Note

      What Is Industrial Marketing?

      By: V. Kasturi Rangan
      Discusses the key distinguishing aspects of industrial as compared to consumer marketing. These differences are highlighted for organizational as well as marketing mix aspects. View Details
      Keywords: Customer Relationship Management; Innovation Strategy; Growth and Development Strategy; Marketing Channels; Marketing Strategy; Marketplace Matching; Organizational Change and Adaptation; Core Relationships; Industrial Products Industry; Manufacturing Industry
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      Rangan, V. Kasturi. "What Is Industrial Marketing?" Harvard Business School Background Note 592-012, August 1991. (Revised September 1994.)
      • 1991
      • Article

      Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

      By: Leonard A. Schlesinger and Jeffrey Zornitsky
      Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
      Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
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      Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
      • summer 1991
      • Article

      Estimating Heterogeneity in Consumers' Purchase Rates

      By: Sunil Gupta and Donald G. Morrison
      Keywords: Customers; Sales
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      Gupta, Sunil, and Donald G. Morrison. "Estimating Heterogeneity in Consumers' Purchase Rates." Marketing Science 10 (summer 1991): 264–269.
      • May 1991 (Revised May 1999)
      • Teaching Note

      Manufacturers Hanover Corp.: Customer Profitability Report, Teaching Note

      By: Robert S. Kaplan
      Teaching Note for (9-191-068). View Details
      Keywords: Profit; Customers; Banking Industry
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      Kaplan, Robert S. "Manufacturers Hanover Corp.: Customer Profitability Report, Teaching Note." Harvard Business School Teaching Note 191-208, May 1991. (Revised May 1999.)
      • spring 1991
      • Article

      Breaking the Cycle of Failure in Services

      By: Leonard A. Schlesinger and James Heskett
      Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
      Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry
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      Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
      • March 1991 (Revised July 1993)
      • Case

      Kyocera Corp.

      By: John P. Kotter
      Examines the three factors critical to this company's remarkable success in the high tech field. The first factor is the founder, Dr. Inamori's powerful leadership. The second is the strong corporate culture or philosophy of the firm. The third element in Kyocera's... View Details
      Keywords: Customer Relationship Management; Information Infrastructure; Leadership Style; Management Systems; Management Style; Organizational Culture; Practice; Profit; Planning; Technology Industry; Electronics Industry
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      Kotter, John P. "Kyocera Corp." Harvard Business School Case 491-078, March 1991. (Revised July 1993.)
      • March 1991 (Revised October 1991)
      • Background Note

      Manage Orders, Satisfy Customers, Make Money

      By: Benson P. Shapiro and John J. Sviokla
      Keywords: Customer Satisfaction; Order Taking and Fulfillment
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      Shapiro, Benson P., and John J. Sviokla. "Manage Orders, Satisfy Customers, Make Money." Harvard Business School Background Note 591-098, March 1991. (Revised October 1991.)
      • February 1991 (Revised April 1991)
      • Case

      Zenith and High-Definition Television--1990

      By: Benjamin Gomes-Casseres, David B. Yoffie and Heather A. Hazard
      Describes Zenith's strategy in HDTV and high resolution monitors. Includes overview of HDTV industry with profiles of major competitors worldwide and policies of U.S., Japanese, and European governments. Focuses on competition over standards setting, industrial policy,... View Details
      Keywords: Corporate Governance; Standards; Production; Corporate Strategy; Customization and Personalization; Electronics Industry; Technology Industry
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      Gomes-Casseres, Benjamin, David B. Yoffie, and Heather A. Hazard. "Zenith and High-Definition Television--1990." Harvard Business School Case 391-084, February 1991. (Revised April 1991.)
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