Publications

September 2002 (Revised October 2002)
Case

Orient-Express Hotels

By: Frances X. Frei and Corey B. Hajim

Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as... View Details

Keywords: Service Operations; Quality; Management; Opportunities; Practice; Programs; Motivation and Incentives; Brands and Branding; Service Industry; Service Industry

25 Jul 2011
Research & Ideas

How Disruptive Innovation is Remaking the University

Editor's note: It has been more than a decade since the publication of The Innovator's Dilemma, in which Clayton M. Christensen introduced the idea of disruptive technologies—those unexpected products and View Details

Keywords: by Clayton M. Christensen & Henry J. Eyring; Education

January 2019 (Revised March 2021)
Case

SoundCloud: Subscription Streaming?

By: Ashish Nanda, Eric Van den Steen, Andy Wu, Jeffrey Boyar and Bonnie Bennett Slater

Established in 2007, SoundCloud already boasted the second largest number of active music listeners among all streaming services and was recognized as the go-to platform for new artists by early 2014. Yet, its founders were questioning the robustness of the firm’s... View Details

April 1980 (Revised December 1991)
Case

Hampton Machine Tool Co.

A bank lending officer must decide whether to extend and increase a loan to a small machine tool company. Case provides sufficient data for preparation of cash budgets and pro forma financial statements in order to analyze the lending officer's problem. Other issues... View Details

Keywords: Machinery and Machining; Financing and Loans; Financial Statements; Manufacturing Industry

04 May 2009
Research & Ideas

What’s Next for the Big Financial Brands

company? So long as they are not triumphalist, large banks like JP Morgan Chase and Wells Fargo that were less involved in chasing too-good-to-be-true subprime returns have a differentiating advantage. But... View Details

Keywords: by John Quelch; Financial Services; Financial Services

May 2019 (Revised January 2020)
Case

The Video-Streaming Wars in 2019: Can Disney Catch Netflix?

By: Anita Elberse and Monica Cody

Bob Iger, CEO of entertainment conglomerate Disney, thrilled investors with details about Disney’s upcoming foray into video streaming in April 2019. Disney’s move was only the latest in a series of actions taken by new and established entertainment companies in a... View Details

Keywords: Television; Entertainment; Media; Television Entertainment; Management; Strategy; Disruption; Information Technology; Competition; Media and Broadcasting Industry; Entertainment and Recreation Industry

Sara Torti is a senior product and operating executive who has focused extensively on creating and scaling technology-based businesses that require a combination of detailed execution, business insight and technical acumen. She has grown products... View Details

February 2019 (Revised July 2019)
Case

Sales Force Management at Nobel Ilac

By: Doug J. Chung and Gamze Yucaoglu

Nobel Ilac was a Turkish generic pharmaceutical company marketing more than 100 drugs in 20 countries and, as of 2017, had over 2,500 employees worldwide. Nobel had implemented a transformation strategy—more specifically, a customer segmentation plan—whereby the sales... View Details

Keywords: Sales Strategy; Compensation; Employee Retention; Recruiting; Pharmaceuticals; Salesforce Management; Strategy; Organizational Design; Human Resources; Compensation and Benefits; Employees; Retention; Recruitment; Pharmaceutical Industry; Turkey

19 Jun 2014
News

How Companies Can Use World Cup Social Media Boom

January 2020
Article

Using Time-Driven Activity-Based Costing to Demonstrate Value in Perioperative Care: Recommendations and Review from the Society for Perioperative Assessment and Quality Improvement

By: O. Allin, R. D. Urman, A. F. Edwards, J. D. Blitz, K. J. Pfeifer, T. W. Feeley and A. M. Bader

A shift in health care payment models from volume toward value-based incentives will require deliberate input into systems development from both perioperative clinicians and administrators to ensure appropriate recognition of the value of all services... View Details

Keywords: Value-based Health Care; Outcomes; Time-Driven Activity-Based Costing; Health Care and Treatment; Cost Management; Value; Activity Based Costing and Management

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March 2003 (Revised August 2005)
Case

National Parks Conservation Association

By: Forest L. Reinhardt and Briana Huntsberger

The National Parks Conservation Association seeks to help the U.S. National Park Service increase its efficiency by incorporating principles of business management so that American national parks will be better managed. Its efforts raise fundamental questions about the... View Details

Keywords: Nonprofit Organizations; Business or Company Management; Corporate Governance; Government and Politics; Natural Environment; Cooperation; Entertainment and Recreation Industry; Tourism Industry; Public Administration Industry; United States

2012
Book

The Culture Cycle: How to Shape the Unseen Force That Transforms Performance

By: James Heskett

The contribution of culture to organizational performance is both substantial and quantifiable. This book presents the results of field research that demonstrates how an effective culture can account for up to half of the differential in performance between... View Details

Keywords: Customer Focus and Relationships; Learning; Framework; Policy; Retention; Books; Analytics and Data Science; Innovation and Invention; Management Practices and Processes; Organizational Culture; Performance Expectations; Research

23 Jan 2024
Video

Harvard Dialogues: Leading When It’s Difficult

May 2013
Teaching Note

Coca-Cola: Residual Income Valuation

By: Suraj Srinivasan and Edward J. Riedl

Teaching note for a case of the same title that introduces students to the residual income (also known as the abnormal earnings) valuation model using the firm Coca-Cola. Students are provided with the primary financial statements (through fiscal 2010) and forecast... View Details

Keywords: Valuation; United States

Joseph Fuller is a Professor of Management Practice in General Management and Entrepreneurship. He founded and co-leads the school’s project, Managing the Future of Work, as well as the Harvard Project on the Workforce. He currently leads the FIELD Global Capstone... View Details

December 1997
Case

Baylor Books, Inc.

By: William J. Bruns Jr. and Jeremy Cott

The owner of a trade book publishing company must consider proper accounting for books returned and potentially returnable by book stores. Company and industry data are supplied. Costs of failure to publish books under contract and a cost accounting system for books... View Details

Keywords: Cost Accounting; Financial Reporting; Publishing Industry

December 2012
Case

Delwarca Software Remote Support Unit

By: Roy D. Shapiro and Paul E. Morrison

Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details

Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry