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      • October 1994 (Revised November 1994)
      • Case

      British Airways: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser and Norman Klein
      Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
      Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
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      Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
      • October 1994
      • Supplement

      Frito-Lay, Decision Support System Software: Windows Network Version

      By: Lynda M. Applegate
      Keywords: Decision Making; Applications and Software; Digital Platforms
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      Applegate, Lynda M. "Frito-Lay, Decision Support System Software: Windows Network Version." Harvard Business School Spreadsheet Supplement 195-727, October 1994.
      • October 1994
      • Supplement

      Frito-Lay, Decision Support System Software: Windows Version

      By: Lynda M. Applegate
      Keywords: Decision Making; Applications and Software; Digital Platforms; Food and Beverage Industry
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      Applegate, Lynda M. "Frito-Lay, Decision Support System Software: Windows Version." Harvard Business School Spreadsheet Supplement 195-724, October 1994.
      • October 1994 (Revised March 1999)
      • Case

      Ritz-Carlton: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser, Thomas O. Jones and Norman Klein
      Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
      Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
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      Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
      • October 1994
      • Case

      Allegheny Ludlum Steel Corporation (Abridged)

      By: Steven C. Wheelwright
      Describes a decision facing Allegheny Ludlum Steel Corp. in June 1985: whether to continue to compete in the silicon steel business in the face of stiff competition from imports. Includes a complete description of the company's productivity improvement systems and... View Details
      Keywords: Decision Choices and Conditions; Business Strategy; Performance Improvement; Management Systems; Technology; Steel Industry
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      Wheelwright, Steven C. "Allegheny Ludlum Steel Corporation (Abridged)." Harvard Business School Case 695-023, October 1994.
      • October 1994
      • Case

      Yamatake-Honeywell Company, Ltd.: Activity-Based Costing System

      By: Robin Cooper, Takeo Yoshikawa and Robert S. Kaplan
      Keywords: Activity Based Costing and Management
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      Cooper, Robin, Takeo Yoshikawa, and Robert S. Kaplan. "Yamatake-Honeywell Company, Ltd.: Activity-Based Costing System." Harvard Business School Case 195-106, October 1994.
      • October 1994
      • Teaching Note

      Yamatake-Honeywell Company, Ltd.: Activity-Based Costing System TN

      By: Robin Cooper and Robert S. Kaplan
      Keywords: Cost Accounting
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      Cooper, Robin, and Robert S. Kaplan. "Yamatake-Honeywell Company, Ltd.: Activity-Based Costing System TN." Harvard Business School Teaching Note 195-107, October 1994.
      • October 1994 (Revised November 1995)
      • Case

      N.V. Philips Electronics - Currency Hedging Policies

      By: Richard F. Meyer
      Describes Philips Electronics' policies and problems relating to foreign exchange risk and hedging. Explains centralization versus decentralization of currency hedging, economic role versus transaction role, the difficulties of capturing the necessary information... View Details
      Keywords: Business Divisions; Currency Exchange Rate; International Finance; Globalization; Policy; Information Management; Management; Problems and Challenges; Risk and Uncertainty
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      Meyer, Richard F. "N.V. Philips Electronics - Currency Hedging Policies." Harvard Business School Case 295-055, October 1994. (Revised November 1995.)
      • September 1994 (Revised June 2017)
      • Case

      Chemalite, Inc. (B): Cash Flow Analysis

      By: Robert Simons and Antonio Davila
      Students are asked to use actual and pro forma financial statements to prepare a statement of cash flows under both the direct and indirect method. View Details
      Keywords: Cash Flow Analysis; Strategy Execution; Management Control Systems; Analysis; Cash Flow; Financial Statements
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      Simons, Robert, and Antonio Davila. "Chemalite, Inc. (B): Cash Flow Analysis." Harvard Business School Case 195-130, September 1994. (Revised June 2017.)
      • September 1994 (Revised August 2003)
      • Exercise

      EXTEND Simulation Exercises in Process Analysis (C), Exercise Three

      By: Roy D. Shapiro
      Third set of exercises meant to be used with EXTEND, a simulation system created by Imagine That, Inc. of San Jose, California. These exercises allow students to investigate the impact of variable processing times on the performance of simple in-line processes.... View Details
      Keywords: Business Processes
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      Shapiro, Roy D. "EXTEND Simulation Exercises in Process Analysis (C), Exercise Three." Harvard Business School Exercise 695-021, September 1994. (Revised August 2003.)
      • September 1994
      • Case

      American Airlines: Object Oriented Flight Dispatching Systems

      By: F. Warren McFarlan and Espen Andersen
      American Airlines Describes has organized and developed their Systems Operation Control (SOC) center in Dallas, from which the day-to-day running of the airline takes place. This case details the decision support system used by the flight dispatchers, and the... View Details
      Keywords: Technological Innovation; Product Development; Programs; Complexity; Technology Adoption; Air Transportation; Air Transportation Industry; United States
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      McFarlan, F. Warren, and Espen Andersen. "American Airlines: Object Oriented Flight Dispatching Systems." Harvard Business School Case 195-046, September 1994.
      • September 1994 (Revised September 1994)
      • Case

      ConAgra, Inc.--The Food System Company

      By: Ray A. Goldberg and Quintus Travis
      Keywords: Food; Food and Beverage Industry
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      Goldberg, Ray A., and Quintus Travis. "ConAgra, Inc.--The Food System Company." Harvard Business School Case 595-010, September 1994. (Revised September 1994.)
      • 1994
      • Chapter

      Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery

      By: C. A. Bartlett and S. Ghoshal
      Keywords: Strategy; Organizational Structure; System; Mission and Purpose; Human Needs
      Citation
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      Bartlett, C. A., and S. Ghoshal. "Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery." In The Relevance of a Decade: Essays to Mark the First Ten Years of the Harvard Business School Press, edited by Paula B. Duffy. Boston, MA: Harvard Business School Press, 1994.
      • August 1994
      • Case

      Topcon Corporation: Production Control System

      By: Robin Cooper and Robert S. Kaplan
      Keywords: Production
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      Cooper, Robin, and Robert S. Kaplan. "Topcon Corporation: Production Control System." Harvard Business School Case 195-082, August 1994.
      • August 1994
      • Teaching Note

      Topcon Corporation: Production Control System TN

      By: Robin Cooper and Robert S. Kaplan
      Keywords: System; Production
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      Cooper, Robin, and Robert S. Kaplan. "Topcon Corporation: Production Control System TN." Harvard Business School Teaching Note 195-083, August 1994.
      • August 1994
      • Case

      Mitsubishi Kasei Corporation: Product Line Cost System

      By: Robin Cooper and Robert S. Kaplan
      Keywords: Electronics Industry
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      Cooper, Robin, and Robert S. Kaplan. "Mitsubishi Kasei Corporation: Product Line Cost System." Harvard Business School Case 195-066, August 1994.
      • August 1994 (Revised May 1999)
      • Teaching Note

      Mitsubishi Kasei Corporation: Product Line Cost System TN

      By: Robin Cooper and Robert S. Kaplan
      Keywords: Cost; System
      Citation
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      Cooper, Robin, and Robert S. Kaplan. "Mitsubishi Kasei Corporation: Product Line Cost System TN." Harvard Business School Teaching Note 195-067, August 1994. (Revised May 1999.)
      • August 1994 (Revised May 2001)
      • Case

      ITT Automotive: Global Manufacturing Strategy (1994)

      By: Gary P. Pisano and Sharon L. Rossi
      ITT Automotive is in the process of developing a new-generation antilock brake system (ABS), designated the MK-20. The case focuses on the level of automation to be used in the production of this new system, and whether all plants should use the same process... View Details
      Keywords: Information Technology; Innovation Strategy; Production; Product Development; Globalized Firms and Management; Performance Productivity; Manufacturing Industry; Auto Industry; Belgium; Germany; United States
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      Pisano, Gary P., and Sharon L. Rossi. "ITT Automotive: Global Manufacturing Strategy (1994)." Harvard Business School Case 695-002, August 1994. (Revised May 2001.)
      • August 1994 (Revised May 1995)
      • Case

      Engineering Inspection & Insurance Company

      By: Robert H. Hayes
      Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery... View Details
      Keywords: Service Operations; Business Strategy; Organizational Design; Organizational Structure; Insurance; Strategic Planning; Problems and Challenges; Insurance Industry; United States
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      Hayes, Robert H. "Engineering Inspection & Insurance Company." Harvard Business School Case 695-009, August 1994. (Revised May 1995.)
      • July 1994
      • Case

      Microsoft: Multimedia Publications (A)

      By: Marco Iansiti and Ellen Stein
      Microsoft Corp. has built a highly successful business around computer software (both applications and system software) using a particular organizational structure. Now that the company has chosen to enter the consumer market with a CD-ROM product, how should Microsoft... View Details
      Keywords: Product Development; Organizational Structure; Applications and Software; Design; Expansion; Consumer Products Industry; Information Technology Industry; Washington (state, US)
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      Iansiti, Marco, and Ellen Stein. "Microsoft: Multimedia Publications (A)." Harvard Business School Case 695-005, July 1994.
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