Publications
Publications
- November 2003 (Revised February 2004)
- HBS Case Collection
Richmond Events
By: Amy C. Edmondson and Kristin Lieb
Abstract
The managers of British business forum planner, Richmond Events, are struggling to expand their conference offerings into new territories. At the same time, they are trying to decide how product managers, who are critical to event success, should be hired, trained, managed, and retained. There is a philosophical disagreement between managers about how to take Richmond Events to the next level. Founder Mark Rayner wants to stay the course and give project managers as much autonomy as possible. He asserts that autonomy leads to priceless innovation and argues that normative controls will prevent product managers from going too far astray. Marketer Deborah Parkes wants to streamline the production process and build hierarchy into the system to promote consistent service quality. As management considers leveraging its service platform and expanding into Asia, these working tensions intensify.
Keywords
Conferences; Innovation and Management; Retention; Selection and Staffing; Conflict Management; Growth and Development Strategy; Product Marketing; Service Industry; United Kingdom; Asia
Citation
Edmondson, Amy C., and Kristin Lieb. "Richmond Events." Harvard Business School Case 604-055, November 2003. (Revised February 2004.)