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- All HBS Web (1,183)
- Faculty Publications (224)
- 28 Apr 2003
- Research & Ideas
Supply Chain Risk: Deal With It
efficiency has been cast in high relief, supply chain managers realize that they can no longer focus solely on cost reduction—any calculation of a supply chain's return on investment must also take customer satisfaction into account....
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Keywords:
by David Stauffer
- October 2015
- Case
A Challenger's Strategy: Pinar Abay at ING Bank Turkey
By: Paul Healy, Gautam Mukunda and Esel Çekin
In 2013, Pinar Abay was appointed as the CEO of ING Bank Turkey. At 34, she was the youngest bank CEO in Turkey's history. Her appointment raised eyebrows because of her youth and because her career at McKinsey had given her no day-to-day bank management experience....
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Keywords:
Challenger's Strategy;
Culture;
Innovation;
Performance Management;
Talent Acquisition;
Differentiation;
Growth;
Emerging Country;
Banking;
Digital Banking;
Alternative Channels;
Leadership;
Change Management;
Talent and Talent Management;
Organizational Culture;
Emerging Markets;
Transformation;
Banks and Banking;
Innovation and Invention;
Growth and Development Strategy;
Banking Industry;
Turkey
Healy, Paul, Gautam Mukunda, and Esel Çekin. "A Challenger's Strategy: Pinar Abay at ING Bank Turkey." Harvard Business School Case 116-023, October 2015.
- 12 Mar 2006
- Research & Ideas
New Research Explores Multi-Sided Markets
School, defines these multi-sided markets as platforms that serve two or more distinct groups of customers who value each other's participation. Examples: EBay provides markets for both buyers and sellers, dating club clients are both men...
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- 13 Nov 2013
- Research & Ideas
Should Men’s Products Fear a Woman’s Touch?
cigarettes. “Even though there was a functional need for men to drink lower-calorie soda, men couldn't bridge the gender gap image-wise without a new brand and product just for them” Research shows that loyal customers often get upset...
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- 26 Jul 2010
- Research & Ideas
Yes, You Can Raise Prices in a Downturn
the selling company's profitability. It emphasizes the collaborative aspects of buyer-seller relations over the split-the-pie aspects. The idea is to create more space between the value provided to customers...
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- June 2023
- Teaching Note
Taiwan Semiconductor Manufacturing Company Limited: Global Leadership in Chipmaking
By: William C. Kirby and Noah B. Truwit
Teaching Note for HBS Case No. 321-126. The general purpose of this case is to explore the evolving nature of business relations across the Taiwan strait, focusing on the prominence of Taiwan's high-tech industry. After the legendary founder of Taiwan Semiconductor...
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- 08 Nov 2012
- HBS Seminar
Avi Goldfarb, University of Toronto
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit...
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Keywords:
Customer Satisfaction;
Organizational Change and Adaptation;
Customer Ownership;
Employee Ownership;
Competitive Advantage;
Value Creation
Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
- March 2023
- Supplement
Allianz Türkiye (C): Managing the 2017 Hail Storm
By: John D. Macomber and Fares Khrais
Allianz Turkey is a property casualty insurance company operating in a region experiencing increasing losses from natural catastrophe events related to climate change, for example hail, wildfire, and flooding. There are also substantial other natural catastrophe...
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- March 2023 (Revised March 2023)
- Case
Allianz Türkiye: Adapting to Climate Change
By: John D. Macomber and Fares Khrais
Allianz Turkey is a property casualty insurance company operating in a region experiencing increasing losses from natural catastrophe events related to climate change, for example hail, wildfire, and flooding. There are also substantial other natural catastrophe...
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- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
how each element relates to overall service delivery. Among the key findings of the study were: Successful service delivery is vital for retaining customers and increasing sales. "Although most call...
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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business... View Details
- March 2011 (Revised July 2011)
- Case
Vestas' World of Wind
By: Thomas J. Steenburgh and Elena Corsi
The wind turbine manufacturer Vestas launched the industry's first highly localized and customized new product launch campaigns which used also new tools such as web 2.0 platforms. Used to operate in a market where demand exceeded supply, Vestas had lost contact with...
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Keywords:
Customer Focus and Relationships;
Marketing Channels;
Internet and the Web;
Product Launch;
Demand and Consumers;
Advertising Campaigns;
Global Strategy;
Customization and Personalization;
Business and Stakeholder Relations;
Finance;
Product Marketing;
Technology Adoption;
Energy Industry
Steenburgh, Thomas J., and Elena Corsi. "Vestas' World of Wind." Harvard Business School Case 511-121, March 2011. (Revised July 2011.)
- 15 Apr 2019
- Research & Ideas
Infographic: Can I Please Speak to an Actual Person?
Technology and Operations Management Unit. About the Authors Katherine Vizcardo is a graphic designer based in Providence, Rhode Island, and Danielle Kost is senior editor of Harvard Business School Working Knowledge. Related Reading:...
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- May 1982 (Revised April 1984)
- Case
Consolidated Foods Corp. (A)
Top management at Consolidated Foods was concerned about consumer complaints and threatened boycotts, some relating to television and print ad content and others relating to sponsorship of television programs thought to portray excessive sex or violence. Describes the...
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Goodpaster, Kenneth E. "Consolidated Foods Corp. (A)." Harvard Business School Case 382-158, May 1982. (Revised April 1984.)
- January 2020 (Revised April 2020)
- Case
Rumo: Infrastructure for a Healthier Economy
By: Forest L. Reinhardt, Mariana Cal, Ruth Costas and Natalie Kindred
Brazilian logistics company Rumo operated 13,500 km in railway networks, port terminals, and inland transshipment terminals, connecting major Brazilian ports to the agriculture hubs of Mato Grosso and São Paulo state. Controlled by Cosan, Brazil's leading sugar and...
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Keywords:
Agribusiness;
Plant-Based Agribusiness;
Customer Relationship Management;
Growth and Development Strategy;
Logistics;
Rail Transportation;
Value Creation;
Rail Industry;
Transportation Industry;
Agriculture and Agribusiness Industry;
Latin America;
Brazil
Reinhardt, Forest L., Mariana Cal, Ruth Costas, and Natalie Kindred. "Rumo: Infrastructure for a Healthier Economy." Harvard Business School Case 720-008, January 2020. (Revised April 2020.)
- Article
The Cross Section of Bank Value
By: Mark Egan, Stefan Lewellen and Adi Sunderam
We study the determinants of value creation in U.S. commercial banks. We develop novel measures of individual banks' productivities at collecting deposits and making loans. We relate these measures to bank market values and find that deposit productivity is responsible...
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Keywords:
Productivity;
Banks and Banking;
Valuation;
Performance Productivity;
Value Creation;
United States
Egan, Mark, Stefan Lewellen, and Adi Sunderam. "The Cross Section of Bank Value." Review of Financial Studies 35, no. 5 (May 2022): 2101–2143.
- July 2020
- Supplement
CSL Capital Management: Patriot Proppants (B)
By: Victoria Ivashina and Yury Kapko
This two-part case series follows CSL Capital’s 2009 investment in the greenfield manufacturing company, Patriot Proppants. CSL, a recently established investment firm, employs a unique investment model, funding new ("greenfield") energy service businesses that serve...
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Ivashina, Victoria, and Yury Kapko. "CSL Capital Management: Patriot Proppants (B)." Harvard Business School Supplement 221-007, July 2020.
- Research Summary
Retail Store Operations
Professor Ton's research focuses on the last link in many supply chains, the retail store. She examines how store operations should be designed and managed to ensure that both in-store logistics activities and customer service activities are performed... View Details
- November 2023
- Case
Team Liquid: Fueling the Business of Fandom
By: Youngme Moon and Kerry Herman
In 2023, the co-CEOs of Team Liquid, one of the world's most prominent Esports organizations, are deciding whether and how to evolve their business model to include (1) a greater focus on enterprise revenue; and (2) more direct-to-consumer activity. Team Liquid has one...
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Keywords:
Business Model;
Customer Focus and Relationships;
Games, Gaming, and Gambling;
Revenue;
Organizational Culture;
Business and Community Relations;
Video Game Industry
Moon, Youngme, and Kerry Herman. "Team Liquid: Fueling the Business of Fandom." Harvard Business School Case 324-041, November 2023.