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All HBS Web
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- Faculty Publications (360)
- November 1992
- Case
Process Control at Polaroid (B)
By: H. Kent Bowen and Steven C. Wheelwright
The plant manager of a film production operation wants to create and implement a new approach to quality within the next 12 months. Issues of personnel (and their roles), production processes (and their control), and quality standards must be addressed.
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Keywords:
Employee Relationship Management;
Job Design and Levels;
Management Practices and Processes;
Production;
Quality;
Mathematical Methods
Bowen, H. Kent, and Steven C. Wheelwright. "Process Control at Polaroid (B)." Harvard Business School Case 693-048, November 1992.
- October 1992 (Revised September 1996)
- Case
McDonald's Corporation
By: David M. Upton and Joshua D. Margolis
McDonald's has over many years built an operating strategy based on consistency and quality through a limited product range. Competitive forces have drawn the company into a much wider variety of foods and services in order to maintain growth. Now, new competitors...
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Keywords:
Corporate Strategy;
Diversification;
Problems and Challenges;
Environmental Sustainability;
Quality;
Competitive Strategy;
Growth and Development Strategy;
Operations;
Integration;
Food and Beverage Industry;
United States
Upton, David M., and Joshua D. Margolis. "McDonald's Corporation." Harvard Business School Case 693-028, October 1992. (Revised September 1996.)
- March 1992 (Revised April 1995)
- Teaching Note
BMW: The 7-Series Project (A), Teaching Note
By: Gary P. Pisano
Teaching Note for (9-692-083).
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- February 1992 (Revised September 2003)
- Case
Beech-Nut Nutrition Corporation (A-1)
By: Lynn S. Paine
The CEO of Beech-Nut Nutrition Corp. must decide what to do when he receives information that the company's supply of apple juice concentrate may be adulterated. The concentrate is used in many of the company's juice products. It appears that others in the company may...
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Keywords:
Quality;
Law;
Ethics;
Nutrition;
Management Teams;
Decisions;
Business or Company Management;
Communication;
Governance Compliance;
Information Management;
Corporate Finance;
Food and Beverage Industry;
United States
Paine, Lynn S. "Beech-Nut Nutrition Corporation (A-1)." Harvard Business School Case 392-084, February 1992. (Revised September 2003.)
- November 1991 (Revised June 1997)
- Case
Micom Caribe (A)
By: David M. Upton and Joshua D. Margolis
Describes the Puerto Rican manufacturing plant of a transnational company. The award-winning plant has dramatically improved the quality of flexibility of its operations, by taking a radical approach to manufacturing. The methods center on the use of specific...
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Keywords:
Business Plan;
Multinational Firms and Management;
Management Analysis, Tools, and Techniques;
Product Launch;
Production;
Performance Improvement;
Quality;
Strategy;
Manufacturing Industry
Upton, David M., and Joshua D. Margolis. "Micom Caribe (A)." Harvard Business School Case 692-002, November 1991. (Revised June 1997.)
- 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...
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Keywords:
Activity Based Costing and Management;
Management Teams;
Quality;
Performance Improvement;
Organizational Culture;
Problems and Challenges;
Production;
Manufacturing Industry
Kaplan, Robert S. "Maxwell Appliance Controls." Harvard Business School Case 192-058, October 1991. (Revised September 1998.)
- 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;...
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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 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,...
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Keywords:
Entertainment;
Measurement and Metrics;
Performance Consistency;
Quality;
Strategy;
Accommodations Industry
Heskett, James L. "Fairfield Inn (B)." Harvard Business School Case 692-005, July 1991. (Revised May 1993.)
- 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...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
- March 1991 (Revised December 1994)
- Case
Marks and Spencer Ltd. (B)
Describes the firm's 1988 expansion into the United States through the acquisition of Brooks Brothers, a specialty up-market men's clothing chain and Kings Super Markets, a high quality New Jersey grocer.
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Keywords:
Growth and Development Strategy;
Expansion;
Business Strategy;
Mergers and Acquisitions;
Globalization;
Retail Industry;
United States
Montgomery, Cynthia A. "Marks and Spencer Ltd. (B)." Harvard Business School Case 391-090, March 1991. (Revised December 1994.)
- Article
Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources
By: Leonard A. Schlesinger and Christopher L. Hart
The still evolving discipline of total quality management (TQM) has left many human resource professionals confused about their role. The authors believe that the HR function personnel should spearhead company quality efforts, as well as assess the performance of their...
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Schlesinger, Leonard A., and Christopher L. Hart. "Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources." Human Resource Management 30, no. 4 (Winter 1991): 433–454.
- March 1990
- Case
Lehrer McGovern Bovis, Inc. (Abridged)
Describes the growth of a construction management company and the operating problems it now encounters. Designed to introduce students to the value of competition in the construction industry, to show how the techniques of value analysis can be used to strategic...
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Keywords:
Entrepreneurship;
Operations;
Construction;
Growth Management;
Quality;
Competition;
Problems and Challenges;
Performance Productivity;
Management Analysis, Tools, and Techniques;
Construction Industry
Wheelwright, Steven C. "Lehrer McGovern Bovis, Inc. (Abridged)." Harvard Business School Case 690-074, March 1990.
- March 1990 (Revised June 1993)
- Case
Analog Devices, Inc.: The Half-Life System
By: Robert S. Kaplan
The company has committed to major improvements in quality, cost, and on-time delivery performance. Despite strong senior management support, however, the actual rate of improvement was disappointing until a new measurement philosophy was introduced. The new approach...
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Keywords:
Quality;
Performance Improvement;
Earnings Management;
Financial Reporting;
Organizational Change and Adaptation;
Performance Productivity;
Business or Company Management;
Cost Management;
Measurement and Metrics;
Management Teams;
Semiconductor Industry
Kaplan, Robert S. "Analog Devices, Inc.: The Half-Life System." Harvard Business School Case 190-061, March 1990. (Revised June 1993.)
- January 1990 (Revised June 1995)
- Case
Colliers International Property Consultants
By: Nitin Nohria
Describes the origins, organizational structure, management practices, and use of information technology (IT) in Colliers, a real estate network. Colliers provides local firms with a way to maintain local autonomy while gaining national and international coverage....
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Keywords:
Property;
Organizational Structure;
Information Technology;
Management Practices and Processes;
Partners and Partnerships;
Business Model;
Mission and Purpose;
Business Growth and Maturation;
Conflict and Resolution;
Quality;
Real Estate Industry
Nohria, Nitin. "Colliers International Property Consultants." Harvard Business School Case 490-049, January 1990. (Revised June 1995.)
- October 1989 (Revised June 1993)
- Case
Texas Eastman Co.
By: Robert S. Kaplan
The company as part of a commitment to Total Quality Management has installed a computer system that accumulates 30,000 observations on its processes every 2-4 hours. Operating people have found the monthly summaries of financial performance not too useful in this...
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Kaplan, Robert S. "Texas Eastman Co." Harvard Business School Case 190-039, October 1989. (Revised June 1993.)
- Article
Fly-by-Night Firms and the Market for Product Reviews
By: Gerald R. Faulhaber and Dennis A. Yao
This paper presents a model that permits third-party information provision in a market characterized by information asymmetries and reputation formation. The model is used to examine how the market for information provision affects prices and supply in the primary...
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Keywords:
Markets;
Reputation;
SWOT Analysis;
Mathematical Methods;
Price Bubble;
Inflation and Deflation;
Duopoly and Oligopoly;
Cost;
Information;
Quality;
Price;
Competitive Advantage;
Information Industry
Faulhaber, Gerald R., and Dennis A. Yao. "Fly-by-Night Firms and the Market for Product Reviews." Journal of Industrial Economics 38, no. 1 (September 1989): 65–77. (Harvard users click here for full text.)
- April 1989 (Revised January 1990)
- Case
Texas Instruments: Cost of Quality (B)
By: Robert S. Kaplan
A division questions whether to retain, modify, or abandon its cost of quality system now that more direct measures of quality have been adopted. Discusses the role of quality cost measurement in a mature quality management system.
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Kaplan, Robert S. "Texas Instruments: Cost of Quality (B)." Harvard Business School Case 189-111, April 1989. (Revised January 1990.)
- February 1989 (Revised October 1994)
- Case
Asahi Breweries Ltd.
Focuses on competitive repositioning, organizational renewal, and personal leadership. Describes how Asahi Breweries was faced with a major capacity expansion decision after succeeding in increasing market share dramatically in the traditionally stable Japanese beer...
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Keywords:
Competitive Strategy;
Expansion;
Leadership;
Organizational Structure;
Product Launch;
Management Teams;
Business or Company Management;
Marketing Strategy;
Supply Chain Management;
Mission and Purpose;
Food and Beverage Industry;
Japan
Salter, Malcolm S. "Asahi Breweries Ltd." Harvard Business School Case 389-114, February 1989. (Revised October 1994.)
- October 1988 (Revised December 1994)
- Case
Maytag in 1984
By: David J. Collis and Nancy Donohue
Highlights Maytag's unique position in the industry in 1984. Maytag, a much smaller player than its competitors has prior to 1984 been successful in producing high quality merchandise and charging a premium for it. By 1984 Maytag is also attempting expansion....
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Keywords:
Acquisition;
Business or Company Management;
Production;
Quality;
Rank and Position;
Competition;
Expansion;
Electronics Industry
Collis, David J., and Nancy Donohue. "Maytag in 1984." Harvard Business School Case 389-055, October 1988. (Revised December 1994.)
- August 1988 (Revised November 1988)
- Case
Texas Instruments: Cost of Quality (A)
By: Robert S. Kaplan
Texas Instruments implements a Cost of Quality (COQ) system as part of a company-wide "Total Quality Thrust." After several years of operation, group management questions whether or not the COQ system should be updated to make it more useful in identifying areas for...
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Kaplan, Robert S. "Texas Instruments: Cost of Quality (A)." Harvard Business School Case 189-029, August 1988. (Revised November 1988.)