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All HBS Web
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- Faculty Publications (441)
- April 1995 (Revised April 1995)
- Case
Pillsbury: Customer Driven Reengineering
By: Robert S. Kaplan
Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to...
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Keywords:
Organizational Change and Adaptation;
Production;
Cost Management;
Activity Based Costing and Management;
Customer Value and Value Chain;
Food and Beverage Industry
Kaplan, Robert S. "Pillsbury: Customer Driven Reengineering." Harvard Business School Case 195-144, April 1995. (Revised April 1995.)
- April 1995 (Revised December 1997)
- Case
Silicon Graphics, Inc. (A)
By: Marco Iansiti and Ellen Stein
Based on a Silicon Valley company that has developed the capability to compete in a rapidly growing, highly turbulent environment. This capability hinges on its flexible and rapid development process, which the case characterizes in detail. Focuses on the development...
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Keywords:
Product Development;
Information Infrastructure;
Product Launch;
Managerial Roles;
Expansion;
Design;
Applications and Software;
Computer Industry;
Electronics Industry;
California
Iansiti, Marco, and Ellen Stein. "Silicon Graphics, Inc. (A)." Harvard Business School Case 695-061, April 1995. (Revised December 1997.)
- March 1995 (Revised April 1997)
- Case
Co-operative Bank, The
By: Robert S. Kaplan and Srikant M. Datar
A British bank with strong roots in the cooperative movement encounters declining profitability in an increasingly competitive and deregulated financial services industry. It attempts to grow by broadening its customer base and increasing the range of products and...
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Keywords:
Product;
Competition;
Expansion;
Cost Management;
Activity Based Costing and Management;
Profit;
Banking Industry;
Financial Services Industry
Kaplan, Robert S., and Srikant M. Datar. "Co-operative Bank, The." Harvard Business School Case 195-196, March 1995. (Revised April 1997.)
- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- 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...
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Keywords:
Debates;
Customer Focus and Relationships;
Globalized Markets and Industries;
Service Delivery;
Alliances;
Information Technology;
Aerospace Industry
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.)
- September 1994 (Revised October 2002)
- Case
Citibank: Launching the Credit Card in Asia Pacific (A)
Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country managers in the region, were not enthusiastic. But others were supportive because of the opportunity to expand...
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Keywords:
Product Launch;
Service Operations;
Value Creation;
Customer Focus and Relationships;
Trade;
Business Strategy;
Expansion;
Laws and Statutes;
Banking Industry;
Asia;
New York (city, NY)
Rangan, V. Kasturi. "Citibank: Launching the Credit Card in Asia Pacific (A)." Harvard Business School Case 595-026, September 1994. (Revised October 2002.)
- June 1994
- Background Note
Scope and Challenge of Business-to-Business Marketing
Identifies six key linkages that distinguish business-to-business marketing; three with respect to the external environment (i.e., derived demand, complex buying process, and concentrated customer base) and three with respect to the internal organization (emphasis on...
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Keywords:
Marketing;
Customers;
Demand and Consumers;
Organizational Structure;
Order Taking and Fulfillment;
Technology
Rangan, V. Kasturi. "Scope and Challenge of Business-to-Business Marketing." Harvard Business School Background Note 594-125, June 1994.
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement...
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Keywords:
Customer Satisfaction;
Policy;
Compensation and Benefits;
Performance Evaluation;
Quality;
System;
Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- October 1993 (Revised August 1996)
- Background Note
Forecasting with Regression Analysis
Provides an example of regression in one of its most important roles. Relating probabilistic forecasts based on past data to decision analysis.
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Keywords:
Management Analysis, Tools, and Techniques;
Analytics and Data Science;
Forecasting and Prediction;
Mathematical Methods
Schleifer, Arthur, Jr. "Forecasting with Regression Analysis." Harvard Business School Background Note 894-007, October 1993. (Revised August 1996.)
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party...
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Keywords:
Service Delivery;
Service Operations;
Supply Chain;
Supply Chain Management;
Logistics;
Operations;
Distribution;
Customer Focus and Relationships;
Competitive Strategy;
Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- Article
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
By: Rohit Deshpandé, J. U. Farley and F E Webster Jr
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.
- 1992
- Book
Implementing Activity-Based Cost Management: Moving from Analysis to Action
By: Robert S. Kaplan, Robin Cooper, Larry Maisel, Eileen Morrissey and Ronald M. Oehm
Keywords:
Activity Based Costing and Management
Kaplan, Robert S., Robin Cooper, Larry Maisel, Eileen Morrissey, and Ronald M. Oehm. Implementing Activity-Based Cost Management: Moving from Analysis to Action. Montvale, NJ: Institute of Management Accountants, 1992. (
Winner of Notable Contribution to Management Accounting Literature Award presented by American Accounting Association
.)- Article
A Resource Based Analysis of Global Competition: The Case of the Bearings Industry
By: David J. Collis
Collis, David J. "A Resource Based Analysis of Global Competition: The Case of the Bearings Industry." Strategic Management Journal 12 (Summer 1991): 49–68.
- July 1990 (Revised October 1997)
- Case
Siemens Electric Motor Works (A) (Abridged)
By: Robert S. Kaplan
Explores how a cost system can help support a firm's decision to change strategies. In the process, the students are introduced to a simple activity-based cost system. Siemens Electric Motor Works found itself facing an increasingly competitive environment and so made...
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Keywords:
Activity Based Costing and Management;
Cost Accounting;
Cost;
Adoption;
Cost vs Benefits;
Management Analysis, Tools, and Techniques;
Production;
Business Strategy;
Electronics Industry;
Manufacturing Industry
Kaplan, Robert S. "Siemens Electric Motor Works (A) (Abridged)." Harvard Business School Case 191-006, July 1990. (Revised October 1997.)
- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,...
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Keywords:
Logistics;
Marketing Channels;
Planning;
Time Management;
Distribution Channels;
Competitive Advantage;
Customer Relationship Management;
Information Technology;
Consumer Products Industry;
Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
- January 1990 (Revised March 1991)
- Case
American Red Cross Blood Services: Northeast Region
By: Robert L. Simons
Recounts the financial difficulties and management changes experienced by American Red Cross Blood Services: Northeast Region (NER) during the 1980s. After summarizing industry-wide changes in the collection, testing, and distribution of blood and blood products, the...
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Keywords:
Change Management;
Budgets and Budgeting;
Financial Management;
Restructuring;
Health;
SWOT Analysis;
Social Enterprise;
Marketplace Matching;
Management Style;
Organizational Culture;
Organizational Change and Adaptation;
Medical Devices and Supplies Industry;
Health Industry;
North and Central America
Simons, Robert L. "American Red Cross Blood Services: Northeast Region." Harvard Business School Case 190-078, January 1990. (Revised March 1991.)
- August 1986 (Revised May 2005)
- Case
Mike Finkelstein (B)
By: Carliss Y. Baldwin, Charles Bryan and Ken Leet
Following his successful turnaround of WTXX, Waterbury, Mike Finkelstein joined Odyssey Partners with a mandate to build a communications company. From 1982-1985, he acquired three more stations, financing each as an independent partnership. However, increasing...
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Keywords:
Business Exit or Shutdown;
Cash;
Business or Company Management;
Bonds;
Cost vs Benefits;
SWOT Analysis;
Alignment;
Acquisition;
Financial Strategy;
Corporate Finance;
Communications Industry
Baldwin, Carliss Y., Charles Bryan, and Ken Leet. "Mike Finkelstein (B)." Harvard Business School Case 287-021, August 1986. (Revised May 2005.)
- June 1983 (Revised April 1991)
- Case
Dominion Engineering Works
Dominion Engineering Works faces important strategic decisions about whether to continue its focused strategy of selling newsprint machines to the Canadian paper industry or whether recent changes in industry conditions and the emergence of three global competitors...
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Keywords:
Machinery and Machining;
Globalized Markets and Industries;
Management Analysis, Tools, and Techniques;
Partners and Partnerships;
Competitive Strategy;
Customization and Personalization;
Diversification
Bartlett, Christopher A. "Dominion Engineering Works." Harvard Business School Case 383-184, June 1983. (Revised April 1991.)
- 1980
- Working Paper
Components of Manufacturing Inventories: A Structural Model of the Production Process
By: Alan J. Auerbach and Jerry R. Green
This paper presents a structural model of production and inventory accumulation based on the hypothesis of cost minimization. It differs from previous attempts in several respects. First, it integrates the analysis of input inventories with output inventories, treating...
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Auerbach, Alan J., and Jerry R. Green. "Components of Manufacturing Inventories: A Structural Model of the Production Process." NBER Working Paper Series, No. 491, June 1980.
- January 1980 (Revised August 1986)
- Case
General Electric vs. Westinghouse in Large Turbine Generators (A)
Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to allow a structural analysis of the industry and an analysis of the strategies of the major players since 1946. The...
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Keywords:
Transformation;
Customer Focus and Relationships;
Machinery and Machining;
Cost Management;
Price;
Management Analysis, Tools, and Techniques;
Marketing Strategy;
Industry Structures;
Competition;
Manufacturing Industry;
United States
Porter, Michael E. "General Electric vs. Westinghouse in Large Turbine Generators (A)." Harvard Business School Case 380-128, January 1980. (Revised August 1986.)