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All HBS Web
(4,455)
- Faculty Publications (1,333)
- 1995
- Article
Technological Evolution, System Architecture, and the Obsolescence of Firm Capabilities
By: Marco Iansiti and T. Khanna
Iansiti, Marco, and T. Khanna. "Technological Evolution, System Architecture, and the Obsolescence of Firm Capabilities." Industrial and Corporate Change 4, no. 2 (1995): 333–61.
- 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.)
- October 1994
- Supplement
Frito-Lay, Decision Support System Software: Windows Network Version
Applegate, Lynda M. "Frito-Lay, Decision Support System Software: Windows Network Version." Harvard Business School Spreadsheet Supplement 195-727, October 1994.
- October 1994
- Supplement
Frito-Lay, Decision Support System Software: Windows Version
Applegate, Lynda M. "Frito-Lay, Decision Support System Software: Windows Version." Harvard Business School Spreadsheet Supplement 195-724, October 1994.
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are...
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Keywords:
Competency and Skills;
Customer Satisfaction;
Training;
Recruitment;
Service Delivery;
Supply Chain Management;
Luxury;
Balance and Stability;
Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
- October 1994 (Revised November 1995)
- Case
N.V. Philips Electronics - Currency Hedging Policies
By: Richard F. Meyer
Describes Philips Electronics' policies and problems relating to foreign exchange risk and hedging. Explains centralization versus decentralization of currency hedging, economic role versus transaction role, the difficulties of capturing the necessary information...
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Keywords:
Business Divisions;
Currency Exchange Rate;
International Finance;
Globalization;
Policy;
Information Management;
Management;
Problems and Challenges;
Risk and Uncertainty
Meyer, Richard F. "N.V. Philips Electronics - Currency Hedging Policies." Harvard Business School Case 295-055, October 1994. (Revised November 1995.)
- September 1994
- Case
MCI: From Mainframe to Metroplex
By: Robert G. Eccles Jr., Nitin Nohria and James Berkley
Eccles, Robert G., Jr., Nitin Nohria, and James Berkley. "MCI: From Mainframe to Metroplex." Harvard Business School Case 495-020, September 1994.
- September 1994
- Case
American Airlines: Object Oriented Flight Dispatching Systems
By: F. Warren McFarlan and Espen Andersen
American Airlines Describes has organized and developed their Systems Operation Control (SOC) center in Dallas, from which the day-to-day running of the airline takes place. This case details the decision support system used by the flight dispatchers, and the...
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Keywords:
Technological Innovation;
Product Development;
Programs;
Complexity;
Technology Adoption;
Air Transportation;
Air Transportation Industry;
United States
McFarlan, F. Warren, and Espen Andersen. "American Airlines: Object Oriented Flight Dispatching Systems." Harvard Business School Case 195-046, September 1994.
- 1994
- Chapter
Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery
By: C. A. Bartlett and S. Ghoshal
Bartlett, C. A., and S. Ghoshal. "Beyond Strategy, Structure, and Systems to Purpose, Process, and People: Reflections on a Voyage of Discovery." In The Relevance of a Decade: Essays to Mark the First Ten Years of the Harvard Business School Press, edited by Paula B. Duffy. Boston, MA: Harvard Business School Press, 1994.
- August 1994 (Revised May 2001)
- Case
ITT Automotive: Global Manufacturing Strategy (1994)
By: Gary P. Pisano and Sharon L. Rossi
ITT Automotive is in the process of developing a new-generation antilock brake system (ABS), designated the MK-20. The case focuses on the level of automation to be used in the production of this new system, and whether all plants should use the same process...
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Keywords:
Information Technology;
Innovation Strategy;
Production;
Product Development;
Globalized Firms and Management;
Performance Productivity;
Manufacturing Industry;
Auto Industry;
Belgium;
Germany;
United States
Pisano, Gary P., and Sharon L. Rossi. "ITT Automotive: Global Manufacturing Strategy (1994)." Harvard Business School Case 695-002, August 1994. (Revised May 2001.)
- August 1994 (Revised May 1995)
- Case
Engineering Inspection & Insurance Company
By: Robert H. Hayes
Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery...
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Keywords:
Service Operations;
Business Strategy;
Organizational Design;
Organizational Structure;
Insurance;
Strategic Planning;
Problems and Challenges;
Insurance Industry;
United States
Hayes, Robert H. "Engineering Inspection & Insurance Company." Harvard Business School Case 695-009, August 1994. (Revised May 1995.)
- July 1994
- Case
Microsoft: Multimedia Publications (A)
By: Marco Iansiti and Ellen Stein
Microsoft Corp. has built a highly successful business around computer software (both applications and system software) using a particular organizational structure. Now that the company has chosen to enter the consumer market with a CD-ROM product, how should Microsoft...
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Keywords:
Product Development;
Organizational Structure;
Applications and Software;
Design;
Expansion;
Information Technology Industry;
Information Technology Industry;
Washington (state, US)
Iansiti, Marco, and Ellen Stein. "Microsoft: Multimedia Publications (A)." Harvard Business School Case 695-005, July 1994.
- July 1994 (Revised March 1995)
- Case
Microsoft: Multimedia Publications (B)
By: Marco Iansiti and Ellen Stein
Microsoft is about to release an apparently successful CD-ROM baseball product. The company is trying to determine what product(s) should be developed next, how it should organize itself, and what role it should play in the development of such products.
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Keywords:
Product Development;
Applications and Software;
Product Design;
Organizational Structure;
Product Launch;
Business Strategy;
Information Technology Industry;
Information Technology Industry;
Washington (state, US)
Iansiti, Marco, and Ellen Stein. "Microsoft: Multimedia Publications (B)." Harvard Business School Case 695-006, July 1994. (Revised March 1995.)
- July 1994 (Revised July 1995)
- Case
VeriFone: The Transaction Automation Company (A)
By: Richard L. Nolan, Donna B. Stoddard and Hossam Galal
Describes VeriFone's new organizational model and its role in catapulting VeriFone to a market leadership position. Examines the impact of information technology and information access on the ability to leverage global resources, market responsiveness, and...
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Keywords:
Leading Change;
Leadership Development;
Market Transactions;
Information Technology;
Organizational Design;
Knowledge Use and Leverage;
Organizational Structure;
Information Management;
Information Technology Industry
Nolan, Richard L., Donna B. Stoddard, and Hossam Galal. "VeriFone: The Transaction Automation Company (A)." Harvard Business School Case 195-088, July 1994. (Revised July 1995.)
- June 1994 (Revised August 1994)
- Case
Cunard Line Ltd.: Managing Integrated Marketing Communications
Cunard, the world's oldest luxury line company, is confronted with several key issues involving its marketing and marketing communications strategy. One concerns the balance between image/positioning advertising and short-term-oriented promotional...
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Keywords:
Advertising Campaigns;
Marketing Communications;
Marketing Strategy;
Product Positioning;
Consumer Behavior;
Organizational Structure;
Identity;
Balance and Stability;
Shipping Industry
Greyser, Stephen A. "Cunard Line Ltd.: Managing Integrated Marketing Communications." Harvard Business School Case 594-046, June 1994. (Revised August 1994.)
- June 1994 (Revised October 2001)
- Supplement
Mrs. Fields, Inc. 1993
By: Lynda M. Applegate and Keri O. Pearlson
A compilation of press remarks that detail the changes in control and management initiated by the company.
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Applegate, Lynda M., and Keri O. Pearlson. "Mrs. Fields, Inc. 1993." Harvard Business School Supplement 194-066, June 1994. (Revised October 2001.)
- June 1994 (Revised October 2001)
- Case
Mrs. Fields, Inc. (1988-1992)
By: Lynda M. Applegate, Keri O. Pearlson and Randi Wade Purchia
Continues the story of Mrs. Fields Cookies. Explores the new challenges the company faced managing its geographic growth and its expansion of products and markets through combination stores. Details the decision of Debbi and Randy Fields to delegate management...
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Keywords:
Organizational Change and Adaptation;
Expansion;
Growth Management;
Organizational Structure;
Globalization;
Information Management;
Food and Beverage Industry
Applegate, Lynda M., Keri O. Pearlson, and Randi Wade Purchia. "Mrs. Fields, Inc. (1988-1992)." Harvard Business School Case 194-065, June 1994. (Revised October 2001.)
- 1994
- Chapter
The Virtual Organization: Bureaucracy, Technology, and the Implosion of Control
By: N. Nohria and J. D. Berkley
Keywords:
Organizational Design;
Organizational Change and Adaptation;
Information Technology;
Power and Influence
Nohria, N., and J. D. Berkley. "The Virtual Organization: Bureaucracy, Technology, and the Implosion of Control." In The Post-Bureaucratic Organization: New Perspectives on Organizational Change, edited by Anne Donnellon and Charles C Heckscher. Thousand Oaks, CA: Sage Publications, 1994.
- May 1994
- Background Note
Managing Market Complexity: A Three-Ring Circus
Proposes models of organization that address the various product-market environments posed by the product life cycle. Frames these changes along the two dimensions of uncertainty and diversity. Offers three sets of organizational characteristics to reflect the three...
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Keywords:
Business Processes;
Growth and Development Strategy;
Complexity;
Organizational Structure;
Organizational Culture;
Product Marketing;
Markets;
Product
Rangan, V. Kasturi. "Managing Market Complexity: A Three-Ring Circus." Harvard Business School Background Note 594-119, May 1994.