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      Employee Performance ManagementRemove Employee Performance Management →

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      • October 1991 (Revised September 1998)
      • Case

      Maxwell Appliance Controls

      By: Robert S. Kaplan
      A profitable manufacturing division of a large company is looking for new ways to identify sources of productivity improvements. Led by its senior finance officer, an activity-based cost system is developed to identify activities performed for its highly varied product... View Details
      Keywords: Activity Based Costing and Management; Management Teams; Quality; Performance Improvement; Organizational Culture; Problems and Challenges; Production; Manufacturing Industry
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      Kaplan, Robert S. "Maxwell Appliance Controls." Harvard Business School Case 192-058, October 1991. (Revised September 1998.)
      • September 1991 (Revised January 1997)
      • Case

      Manzana Insurance: Fruitvale Branch (Abridged)

      By: Steven C. Wheelwright
      Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details
      Keywords: Business Offices; Decision Choices and Conditions; Time Management; Service Operations; Performance Evaluation; Competition; Insurance Industry
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      Wheelwright, Steven C. "Manzana Insurance: Fruitvale Branch (Abridged)." Harvard Business School Case 692-015, September 1991. (Revised January 1997.)
      • 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.
      • July 1991 (Revised June 1993)
      • Background Note

      Conflicting Responsibilities

      By: Joseph L. Badaracco
      Presents a framework for resolving issues in which managers' responsibilities--to shareholders, employees, other stakeholder groups, and to their own values and commitments in life--conflict with each other. The framework analyzes these issues in terms of duties,... View Details
      Keywords: Ethics; Employees; Management Analysis, Tools, and Techniques; Management Practices and Processes; Organizational Structure; Personal Development and Career; Business and Shareholder Relations; Business and Stakeholder Relations
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      Badaracco, Joseph L. "Conflicting Responsibilities." Harvard Business School Background Note 392-002, July 1991. (Revised June 1993.)
      • July 1991 (Revised August 2000)
      • Case

      California PERS (A)

      By: Jay O. Light, Jay W. Lorsch and James O. Sailer
      Examines California Public Employees Retirement System (CalPERS), the world's fourth largest pension fund. Dale Hanson, CEO of CalPERS, has a problem; how does he use CalPERS' influence as the holder of a small percentage of 1,300 American companies to put pressure on... View Details
      Keywords: Employees; Retirement; System; Asset Pricing; Performance Improvement; Corporate Governance; Investment Funds; Investment Return; California
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      Light, Jay O., Jay W. Lorsch, and James O. Sailer. "California PERS (A)." Harvard Business School Case 291-045, July 1991. (Revised August 2000.)
      • July 1991 (Revised May 1993)
      • Case

      Fairfield Inn (B)

      By: James L. Heskett
      The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,... View Details
      Keywords: Entertainment; Measurement and Metrics; Performance Consistency; Quality; Strategy; Accommodations Industry
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      Heskett, James L. "Fairfield Inn (B)." Harvard Business School Case 692-005, July 1991. (Revised May 1993.)
      • June 1991 (Revised April 1993)
      • Case

      General Electric: Jack Welch's Second Wave (A)

      By: Christopher A. Bartlett
      By the mid 1980's Jack Welch had completely transformed General Electric with more than 300 divestitures and acquisitions since the beginning of the decade. Welch insisted that his business units be number one or number two in their markets, and have the strength of... View Details
      Keywords: Business Conglomerates; Transformation; Employee Relationship Management; Planning; Corporate Strategy
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      Bartlett, Christopher A. "General Electric: Jack Welch's Second Wave (A)." Harvard Business School Case 391-248, June 1991. (Revised April 1993.)
      • June 1991 (Revised December 1997)
      • Case

      Takeover of the Norton Co., The

      By: Thomas R. Piper
      After a decade of mediocre performance, the Norton Co. enters 1990 with the prospect of increased sales in the next few years. Yet Norton is pursuing slow growth industries, and a lower than expected earnings announcement at the beginning of 1990 has depressed earnings... View Details
      Keywords: Mergers and Acquisitions; Business Conglomerates; Goals and Objectives; Forecasting and Prediction; Performance Evaluation; Revenue; Bids and Bidding; Business Processes; Ownership Stake
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      Piper, Thomas R. "Takeover of the Norton Co., The ." Harvard Business School Case 291-002, June 1991. (Revised December 1997.)
      • June 1991 (Revised April 1993)
      • Case

      Acer, Inc.

      By: Robert H. Hayes
      Acer is undergoing two major transitions at the time of this case: from a small, entrepreneurially-run company to a large professionally-run one; and from a largely domestic company to a multinational one. After a decade of phenomenal growth, it is now facing a major... View Details
      Keywords: Transition; Motivation and Incentives; Multinational Firms and Management; Business Growth and Maturation; Employees; Resignation and Termination; Cross-Cultural and Cross-Border Issues; Diversity; Computer Industry; Taiwan
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      Hayes, Robert H. "Acer, Inc." Harvard Business School Case 691-104, June 1991. (Revised April 1993.)
      • May 1991 (Revised January 2017)
      • Teaching Note

      Turner Construction Co.: Project Management Control Systems

      By: Robert Simons
      Teaching Note for Turner Construction Company: Project Management Control Systems (190-128) View Details
      Keywords: Strategy; Execution; Control Systems; Performance Measurement; Projects; Management; Construction Industry
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      Simons, Robert. "Turner Construction Co.: Project Management Control Systems." Harvard Business School Teaching Note 191-124, May 1991. (Revised January 2017.)
      • April 1991 (Revised November 1997)
      • Case

      Levi Strauss & Co. and the AIDS Crisis

      By: Richard S. Tedlow
      Keywords: Health Disorders; Employee Relationship Management; Corporate Social Responsibility and Impact; Apparel and Accessories Industry
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      Tedlow, Richard S. "Levi Strauss & Co. and the AIDS Crisis." Harvard Business School Case 391-198, April 1991. (Revised November 1997.)
      • 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.
      • April 1991 (Revised July 1992)
      • Case

      Koito Manufacturing Ltd.

      By: W. Carl Kester and Robert W. Lightfoot
      Having acquired a 26% stake in Koito Manufacturing, a Japanese automotive parts supplier in the Toyota Group, T. Boone Pickens seeks a seat on Koito's board of directors. Koito's management resists, claiming Pickens is an unhelpful greenmailer, not a true long-term... View Details
      Keywords: Acquisition; Debates; Corporate Governance; Production; Supply Chain; Performance Efficiency; Welfare; Auto Industry; Japan; United States
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      Kester, W. Carl, and Robert W. Lightfoot. "Koito Manufacturing Ltd." Harvard Business School Case 291-027, April 1991. (Revised July 1992.)
      • March 1991 (Revised October 1991)
      • Case

      CEO Evaluation at Dayton Hudson

      By: Jay W. Lorsch
      Describes the Dayton Hudson CEO evaluation process, one of the most intensive in corporate America today. The board of directors' role in the evaluation is examined, as is the question of whether the Dayton Hudson CEO evaluation process should serve as a model for... View Details
      Keywords: Performance Evaluation; Governing and Advisory Boards; Management Succession; Management Teams
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      Lorsch, Jay W. "CEO Evaluation at Dayton Hudson." Harvard Business School Case 491-116, March 1991. (Revised October 1991.)
      • 1991
      • Book

      Product Development Performance: Strategy, Organization, and Management in the World Auto Industry

      By: K. B. Clark and T. Fujimoto
      Keywords: Product Development; Performance; Globalization; Auto Industry
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      Clark, K. B., and T. Fujimoto. Product Development Performance: Strategy, Organization, and Management in the World Auto Industry. Boston: Harvard Business School Press, 1991.
      • February 1991 (Revised August 2001)
      • Case

      Ann Hopkins (A)

      By: Joseph L. Badaracco Jr. and Ilyse Barkan
      Intended to help students understand the many barriers organizations face as their members and their management ranks grow more diverse. As a case on business ethics, it encourages students to discuss what "fairness" and "diversity" mean when an organization is also... View Details
      Keywords: Ethics; Employee Relationship Management; Organizational Culture; Organizational Structure; Problems and Challenges; Groups and Teams
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      Badaracco, Joseph L., Jr., and Ilyse Barkan. "Ann Hopkins (A)." Harvard Business School Case 391-155, February 1991. (Revised August 2001.)
      • February 1991 (Revised July 1993)
      • Case

      Cultural Change at Nissan Motors

      By: John P. Kotter
      Depicts the reformation of Nissan Motor Co.'s corporate culture and the company's subsequent turnaround in market share and profits. In 1985, Yutaka Kume became president of Nissan and thereafter, he continually emphasized the need for internal change throughout the... View Details
      Keywords: Organizational Change and Adaptation; Organizational Culture; Leadership; Behavior; Governing Rules, Regulations, and Reforms; Change Management; Management; Auto Industry; Manufacturing Industry
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      Kotter, John P. "Cultural Change at Nissan Motors." Harvard Business School Case 491-079, February 1991. (Revised July 1993.)
      • February 1991 (Revised February 1992)
      • Case

      Appex Corp.

      By: Nitin Nohria
      1990 Business Week named Appex Corp. the fastest growing high-technology company in the United States. Appex provided management information systems and intercarrier network services to cellular telephone companies. During its rapid growth, the company went through... View Details
      Keywords: Information Technology; Organizational Change and Adaptation; Organizational Design; Management Analysis, Tools, and Techniques; Organizational Culture; Mobile and Wireless Technology; Performance Productivity; Problems and Challenges; Management Practices and Processes; Business Divisions; Information Management; Information Technology Industry; Telecommunications Industry; United States
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      Nohria, Nitin. "Appex Corp." Harvard Business School Case 491-082, February 1991. (Revised February 1992.)
      • January 1991 (Revised March 2010)
      • Case

      Westchester Distributing, Inc. (A)

      By: Robert L. Simons and Robert Boxwell
      Focuses on the three-way interaction among internal controls, employee behavior, and incentives. Salesmen are illegally providing kickbacks to customers of this beer-distribution firm. In turn, salesmen are reimbursing themselves by filing fraudulent expense reports.... View Details
      Keywords: Financial Reporting; Crime and Corruption; Corporate Governance; Governance Controls; Salesforce Management; Behavior; Motivation and Incentives; Distribution Industry; Food and Beverage Industry
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      Simons, Robert L., and Robert Boxwell. "Westchester Distributing, Inc. (A)." Harvard Business School Case 191-118, January 1991. (Revised March 2010.)
      • Article

      Enfranchisement of Service Workers

      By: Leonard A. Schlesinger and James Heskett
      Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
      Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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      Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
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