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Main Catalogs   Accounting Business Communication Business Law Economics Finance Insurance and Real Estate Management Information Systems Management and Organization Marketing Operations and Decision Sciences      Special Catalogs     Case Studies Text Chapters Mapped to Specific Cases How to Build a Book: Select Content Review & Arrange Personalize Request a Copy Keyword    Title, Author, Case #, Etc. ALEKS Homework Manager Discover Econ   Learning Solutions Group     Harvard Business School Cases — Service Management  • To include an item in your complimentary custom book, click the item’s Add link. If there is a View link next to an item, you can view the pages by clicking on the link.  • To review the list of items you have selected so far, click on Step 2 in the progress bar above. You have successfully added all of the items to your order. Either click here to review your order or continue to add content from another title.    Amazon.com (C)   Add   View  15 pp.  Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 02/01/2001 Revision Date: 11/20/2009 Product Type: Case (Library) Publisher: Harvard Business School HBS Number: 901021 Geographic Setting: Washington Number of Employees: 2,100 Gross Revenue: $610 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Information & technology; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (901025), 12p, by Dickson L. Louie Product Description: At the end of 1998, Amazon.com founder and CEO Jeff Bezos ponders the next moves for his company. Having secured the leadership position as the leading online book seller in the United States, Amazon.com has now moved into the product categories of CDs and videos by year's end. Having expanded into the United Kingdom and Germany and having 6.2 million members, what new product categories should Amazon.com expand into during 1999? Consumer electronics? Travel? Toys? Software? The possibilities are endless, but Bezos knows the company needs to focus on choosing a few categories and performing well in those picked.    Amazon.com (D)   Add   View  12 pp.  Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 02/01/2001 Revision Date: 11/20/2009 Product Type: Case (Library) Publisher: Harvard Business School HBS Number: 901022 Geographic Setting: Washington Gross Revenue: $1.6 billion revenues Event Year Start: 1999 Event Year End: 1999 Subjects: Information & technology; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (901025), 12p, by Dickson L. Louie Product Description: At the end of 1999, Amazon.com founder and CEO Jeff Bezos — just named Time Magazine's Man of the Year — ponders the next moves for his company. Having expanded into numerous categories in 1999, ranging from Z-shops to Auctions to E-cards as well as increasing the number of distribution sites to seven, Amazon.com is quickly transforming itself as an electronic retailer. But does Amazon.com's strategy make sense? Critics worry that Bezos may be stretching the Amazon.com brand too far instead of focusing on a few retail categories. Bezos sees the opportunity to dominate various retail categories online — leveraging off its base of 16.9 million customers — before the brick-and-mortar retailers do.    NYPD New   Add   View  28 pp.  Case Author(s): Heskett, James L. Publication Date: 04/11/1996 Revision Date: 06/22/1999 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 396293 Geographic Setting: New York Number of Employees: 45,000 Event Year Start: 1996 Event Year End: 1996 Subjects: Local government; Leadership; Productivity; Social enterprise; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (300056), 7p, by Clayton M. Christensen, Tara Donovan; Case Teaching Note, (407056), 10p, by Stacey Childress, Tonika Cheek Clayton; Case Teaching Note, (900021), 12p, by James L. Heskett Product Description: Police Commissioner Bratten and his staff have led a process designed to create a results-oriented police department from one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasing emphasis on productivity as well as a reduction in crime.    Union Carbide Deal (Abridged)   Add   View  10 pp.  Case Author(s): Delong, Thomas J. Publication Date: 06/12/1997 Revision Date: 03/26/1999 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 897201 Geographic Setting: New York Event Year Start: 1986 Event Year End: 1986 Subjects: Organizational behavior; Capital structure; Financial strategy; Restructuring; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (801139), 13p, by Thomas J. Delong Product Description: On November 3, 1986, after a three-hour board of directors meeting, Union Carbide decided to accept First Boston's proposal to embark on a $2.5 billion recapitalization program. Jameson and his associates' efforts had paid off. Jameson had reason to be excited: He had changed a weak relationship between First Boston and Union Carbide into one that would generate tens of millions of dollars in revenues for his firm. In the highly competitive world of investment banking, it was a particularly sweet victory, since First Boston had won the business from Union Carbide's traditional banker, Morgan Stanley. A rewritten version of an earlier case for courses in service management.    Federal Express: The Money Back Guarantee (D)   Add   View  2 pp.  Case Author(s): Hart, Christopher W.L. Publication Date: 10/27/1989 Product Type: Supplement (Field) Publisher: Harvard Business School HBS Number: 690007 Subjects: Quality control; Customer service; Customer relationship management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (690034), 8p, by Christopher W.L. Hart Product Description: See (A) case.    Southwest Airlines — 1993 (A)   Add   View  29 pp.  Case Author(s): Heskett, James L.; Hallowell, Roger Publication Date: 08/01/1993 Revision Date: 04/02/1997 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 694023 Geographic Setting: Texas Event Year Start: 1993 Event Year End: 1993 Subjects: Corporate strategy; Operations research; Service management Academic Discipline: Service Management Supplementary Materials: Supplement, (394126), 2p, by Linda Carrigan Product Description: Southwest Airlines, the only major U.S. airline to be profitable in 1992, makes a decision as to which of two new cities to open, or to add a new long-haul route. Provides windows into Southwest's strategy, operations, marketing, and culture.    Duke Heart Failure Program   Add   View  21 pp.  Case Author(s): Bohmer, Richard ; Bohmer, Richard ; Feldman, Laura R. Publication Date: 10/15/2003 Revision Date: 02/10/2010 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 604033 Geographic Setting: North Carolina Gross Revenue: $1.2 billion revenues Event Year Start: 2003 Event Year End: 2003 Subjects: Models; Financial management; Teams; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (605011), 28p, by Richard Bohmer Product Description: Duke University Health System has for the past five years operated a specialized clinic for the management of congestive heart failure, a very common and costly condition in the surrounding community. Nurse practitioners, whose work is guided by highly specified protocols and overseen by cardiologists, staff the multidisciplinary clinic. The chancellor of the health system views the program as a huge financial burden and an undesirable use of academic cardiologists' time. The case examines models of disease management; Duke's heart failure program operations, finances, and outcomes of disease management; and the relationship between its nurse practitioners and cardiologists.    International Profit Associates   Add   View  23 pp.  Case Author(s): Nanda, Ashish ; Nanda, Ashish ; Delong, Thomas J.; Delong, Thomas J.; Mullick, Monica Publication Date: 03/02/2001 Revision Date: 02/07/2004 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 801397 Geographic Setting: Illinois Number of Employees: 1,500 Gross Revenue: $132 million revenues Event Year Start: 2000 Event Year End: 2001 Subjects: Business models Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (902059), 9p, by Ashish Nanda, Thomas J. Delong, Ying Liu Product Description: Describes the work environment, systems, and processes that allow International Profit Associates (IPA) to follow a systematic four-step approach to providing advisory service to small business owners.    Ledina Lushko: Navigating Health Care Delivery   Add   View  21 pp.  Case Author(s): Jain, Sachin H; Porter, Michael E.; Akrouh, Fatima ; Daly, Carolyn A. Publication Date: 01/25/2010 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 710459 Event Year Start: 2008 Event Year End: 2009 Subjects: Communication in organizations; Organizational structure; IT management Academic Discipline: Service Management Product Description: Ledina Lushko was diagnosed with Adrenal Cortical Carcinoma in 2008 and sought care at a highly regarded medical institution in the United States. This case lays out her journey through the health care system in detail and all of the effort involved in finding appropriate care. It is meant not to illustrate good or bad care, but to reflect on the nature of the current health care delivery system and serve as a starting point for discussion.    Ritz-Carlton: Using Information Systems to Better Serve the Customer   Add   View  15 pp.  Case Author(s): Sasser, W. Earl, Jr.; Jones, Thomas O.; Klein, Norman Publication Date: 10/20/1994 Revision Date: 03/05/1999 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 395064 Geographic Setting: Georgia Number of Employees: 14,000 Gross Revenue: $471.4 million revenues Event Year Start: 1993 Event Year End: 1994 Subjects: Employee empowerment; Employee training; Values; Information systems; Location of industry; Total quality; Service management; Customer service Academic Discipline: Service Management Product Description: 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 discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.    Mitchell Family and Mitchells/Richards   Add   View  21 pp.  Case Author(s): Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A. Publication Date: 11/08/2004 Revision Date: 09/14/2007 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 605047 Geographic Setting: Connecticut Gross Revenue: $65 million Event Year Start: 2003 Event Year End: 2003 Subjects: Organizational culture; Expansion; Information & technology; Customer service; Family-owned businesses Academic Discipline: Service Management Product Description: Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and “high-touch” customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as “hugging.” The term is deceptively simple. The firm's true success lies in its blend of a warm, other-oriented corporate culture, sophisticated information technology, and an effective family business structure. It is currently considering further expansion for future generations. A rewritten version of an earlier case.    Disney’s “The Lion King” (A): The $2 Billion Movie   Add   View  20 pp.  Case Author(s): Rayport, Jeffrey F.; Knoop, Carin-Isabel; Reavis, Cate Publication Date: 08/17/1998 Revision Date: 10/14/1998 Product Type: Case (Library) Publisher: Harvard Business School HBS Number: 899041 Geographic Setting: United States Number of Employees: 110,000 Gross Revenue: $10 billion revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Intellectual capital; Organizational structure; Marketing planning; Product development; Product management; Organizational change Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (899098), 15p, by Cate Reavis Product Description: In 1994, just 10 years after its filmed entertainment division lost $33 million, Disney's animated creation “The Lion King” became the second highest grossing film ever. In addition to drawing $740 million in worldwide box office sales, its merchandise sales exceeded $1.5 billion. This case describes Disney CEO Michael Eisner's strategy in rebuilding the filmed entertainment division, the making of “The Lion King,” and the design and execution of a mini-Lion King retail industry. Along with the movie's achievements, Disney was experiencing internal chaos.    barnesandnoble.com (A)   Add   View  42 pp.  Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 03/20/1998 Revision Date: 02/28/2001 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 898082 Geographic Setting: New York Gross Revenue: $14 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Marketing strategy; Information & technology; Service management; Internet Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (901026), 13p, by Goutam Challagalla Product Description: Examines the on-line division of Barnes & Noble, barnesandnoble.com. The on-line bookselling industry is examined, with emphasis on its biggest competitor, Amazon.com.    Votia Empowerment AB (B)   Add   View  2 pp.  Case Author(s): Hallowell, Roger Publication Date: 09/04/2001 Revision Date: 01/07/2002 Product Type: Supplement (Field) Publisher: Harvard Business School HBS Number: 802028 Geographic Setting: Scandinavia Subjects: Communication; Economies of scale; Politics; Entrepreneurship; Service management; Internet Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (802151), 11p, by Roger Hallowell Product Description: Supplements the (A) case.    Votia Empowerment AB (A)   Add   View  22 pp.  Case Author(s): Hallowell, Roger; Reavis, Cate Publication Date: 08/30/2001 Revision Date: 01/07/2002 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 802002 Geographic Setting: Sweden Event Year Start: 2001 Event Year End: 2001 Subjects: Communication; Economies of scale; Politics; Entrepreneurship; Service management; Internet Academic Discipline: Service Management Supplementary Materials: Supplement, (802028), 2p, by Roger Hallowell; Case Teaching Note, (802151), 11p, by Roger Hallowell; Case Teaching Note, (802168), 25p, by Roger Hallowell Product Description: The founder of a Swedish company specializing in e-democracy examines the economics of her business and the value proposition it delivers to customers, including municipalities, unions, and companies.    Dell Computers (A): Field Service for Corporate Clients   Add   View  13 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Hajim, Corey Publication Date: 10/03/2002 Revision Date: 04/30/2007 Product Type: Case (Library) Publisher: Harvard Business School HBS Number: 603067 Geographic Setting: United States Number of Employees: 36,000 Gross Revenue: $31,168 billion revenues Event Year Start: 2002 Event Year End: 2002 Subjects: Computers; Technology; Outsourcing; Service management; Customer relationship management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (606083), 15p, by Frances X. Frei, Amy C. Edmondson; Supplement, (607081), 11p, by Frances X. Frei, Amy C. Edmondson, Christine Harris-Van Keuren; Case Teaching Note, (608046), 23p, by Frances X. Frei Product Description: Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market.    Benihana of Tokyo   Add   View  17 pp.  Case Author(s): Sasser, W. Earl, Jr.; Klug, John R. Publication Date: 11/01/1972 Revision Date: 07/20/2004 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 673057 Event Year Start: 1972 Event Year End: 1972 Subjects: Corporate strategy; Expansion; Multinational corporations Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (696021), 10p, by Helen Han Product Description: Discusses the development of a chain of “theme” restaurants. The student is asked to evaluate the current operating strategy and suggest a long-term expansion strategy.    Taste of Frankenmuth: A Town in Michigan Thinks About Word-of-Mouth Referral   Add   View  26 pp.  Case Author(s): Hallowell, Roger ; Hansen, Abby Publication Date: 09/02/1999 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 800029 Geographic Setting: Michigan Event Year Start: 1999 Event Year End: 1999 Subjects: Customer retention; Marketing management; Service management; Customer service Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (800144), 16p, by Roger Hallowell Product Description: A town, “Michigan's little Bavaria,” discusses word-of-mouth referral. Enables students to calculate the value of word-of-mouth and understand how to increase it.    Learning From Simulations: Guidelines for the Building Service, Driving Profits, Interactive Simulation   Add   View  6 pp.  Case Author(s): Oliva, Rogelio Publication Date: 02/07/2000 Product Type: Supplement Publisher: Harvard Business School HBS Number: 800248 Subjects: Decision making; Simulations; Technology; Employee training; Compensation; Job satisfaction; Strategy formulation; Service management; Applications; Implementing strategy Academic Discipline: Service Management Product Description: Designed to help students begin to progress from an intellectual to an operational understanding of how to better manage a service business. Intellectual understanding is knowing what to do. With the simulation, students can develop a better “operational understanding” or know when and how much of it to do, and what indicators to keep in mind when making decisions. Through completion of this simulation exercise, students will come to appreciate the complexity of the mechanisms discussed in the Service Profit Chain model and the importance of timing when developing strategy in a service business.    Cleveland Clinic   Add   View  29 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot; Harris-Van Keuren, Christine Publication Date: 05/01/2007 Revision Date: 09/26/2007 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 607143 Geographic Setting: Ohio; Florida Number of Employees: 2,000 Gross Revenue: $4 billion revenues Event Year Start: 2006 Event Year End: 2006 Subjects: Innovation; Employee attitude; Expansion; Quality control; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (608124), 20p, by Frances X. Frei, Amy C. Edmondson, Christine Harris-Van Keuren Product Description: Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. Explores the methods, processes, and personnel that the hospital has cultivated over the years in order to develop its track record of excellence. In light of this, three expansion opportunities are explored and the operational fit of each is investigated.    Arizona Department of Public Health: The Challenges of Preparing for a Public Health Emergency   Add   View  21 pp.  Case Author(s): Applegate, Lynda M.; Vinze, Ajay; Raghu, T.S.; Ipe, Minu Publication Date: 09/11/2006 Revision Date: 12/07/2006 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 807016 Geographic Setting: Arizona Number of Employees: 1,800 Event Year Start: 2005 Event Year End: 2005 Subjects: Government policy; Innovation; Information & technology; Business processes; Workflows Academic Discipline: Service Management Product Description: In the post-9/11 era information technology enablement for emergency preparedness and response have taken on increased significance. Public health organizations like ADHS play a critical role in any statewide preparation for large scale emergencies. With issues like bio-terrorism surveillance being added to a list of critical responsibilities for public health there is an urgent need to leverage IT infrastructure to meet new challenges. Historically lean funding cycles for public health has not allowed for fundamental information technology-based reach extensions. An infusion of $9.3 million from CDC has allowed ADHS to broaden its coverage through the creative use of information technology. As an initial step, ADHS initiated the development and deployment of MEDSIS. This project is causing public health in Arizona to re-evaluate their workflow and business processes as they collaborate with various counties in delivering public health effectively.    Playa Dorada Tennis Club: Expansion Strategy   Add   View  11 pp.  Case Author(s): Sasser, W. Earl, Jr.; Kazan, Brent Publication Date: 06/28/2010 Product Type: Case Publisher: Harvard Business School Publishing HBS Number: 4221 Geographic Setting: United States Event Year Start: 2007 Subjects: Planning; Pricing strategy; Capacity planning; Production controls Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (4222), 9p, by W. Earl Sasser, Brent Kazan; Spreadsheet Supplement, (4224), 0p, by W. Earl Sasser, Brent Kazan; Spreadsheet Supplement, (4225), 0p, by W. Earl Sasser, Brent Kazan Product Description: Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space is limited. The director of tennis operations analyzes court capacity, usage history, pricing, and other factors as he assembles a plan for expansion. He must also consider how his strategy affects other divisions of the Playa Dorada Corporation, including finance, operations, marketing, and sales. Can he transform the resort's tennis operations into a profit center? To prepare for case discussion, students complete a quantitative analysis of past and expected future usage of the tennis facilities and formulate a growth strategy. Subjects Include: Service Management, Operations Management, Aggregate Planning, Capacity Planning, Pricing Strategy, Production Controls, Seasonal Demand and Resort Management    Southwest Airlines: In a Different World   Add   View  16 pp.  Case Author(s): Heskett, James L.; Sasser, W. Earl, Jr. Publication Date: 04/22/2010 Revision Date: 06/15/2010 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 910419 Geographic Setting: New York; Texas Number of Employees: 35,000 Gross Revenue: $10 billion Event Year Start: 2008 Subjects: Operations; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (910426), 10p, by James L. Heskett, W. Earl Sasser Product Description: This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates and slots to initiate service to New York's LaGuardia airport, which does not fit the airline's profile for cost, ease of service, and other factors. The bigger issue is how the organization should deal with competition that has successfully emulated more and more of what it does in an operating environment that has changed significantly. Hence the subtitle, which was suggested by Herb Kelleher, Southwest's Chairman and CEO, Emeritus.    PSA: The World’s Port of Call   Add   View  34 pp.  Case Author(s): Applegate, Lynda M.; Bartlett, Nancy; Chang-Leow, Dolly; Neo, Boon-Siong Publication Date: 07/31/2001 Revision Date: 10/25/2004 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 802003 Geographic Setting: Singapore Event Year Start: 1980 Event Year End: 2001 Subjects: Government policy; Strategic planning; Information systems; Information & technology Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (802230), 33p, by Lynda M. Applegate, Madlen Kadish Product Description: Details the evolution of an e-business strategy and capabilities over a 16-year period. What began in 1984 as an effort to automate the port of Singapore to achieve productivity savings, by 2000 had evolved into a global e-business called Portnet.com. Closes as senior managers contemplate the progress they have made and the challenges still ahead.    Global Customer Management Programs: How To Make Them Really Work   Add   View  25 pp.  Case Author(s): Capon, Noel ; Senn, Christoph Publication Date: 02/01/2010 Product Type: Case Publisher: California Management Review HBS Number: CMR446 Subjects: Globalization; Corporate strategy; Customer service Academic Discipline: Service Management Product Description: Identifying the right business model for addressing global customers and formalizing that model into a global customer management program is a key challenge for any firm with global aspirations. The key to success is embedding the program firmly within the firm's corporate strategy. Simply leveraging domestic or regional account management into such a program will not deliver the desired results. This article presents a framework for successfully introducing a global customer management program, describing key challenges companies face at each stage of the process. It also identifies specific strategies and key principles to help firms transition to becoming truly customer-centric on a global basis.    Infosys Technologies   Add   View  23 pp.  Case Author(s): Nanda, Ashish ; Delong, Thomas J. Publication Date: 05/09/2001 Revision Date: 05/23/2002 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 801445 Geographic Setting: India Gross Revenue: Rs. 9,214.6 (Indian Rupees) revenue Event Year Start: 1999 Event Year End: 1999 Subjects: Cross cultural relations; IPO; Leadership; Technology; Applications Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (902057), 11p, by Ashish Nanda, Thomas J. Delong, Ying Liu Product Description: Creating and sustaining a third-world-based technology company to compete globally (i.e. in the first-world) poses many challenges. Such challenges are examined through the genesis and progression of Infosys Technologies Ltd. Key decisions made by Chairman N.R. Narayana Murthy are particularly highlighted.    Yum! Brands, Inc: A Corporate Do-Over   Add   View  30 pp.  Case Author(s): Frei, Frances X.; Frei, Frances X.; Edmondson, Amy C.; Edmondson, Amy C.; Weber, James ; Sherman, Eliot Publication Date: 09/21/2005 Revision Date: 01/09/2006 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 606041 Number of Employees: 850, 000 Gross Revenue: $4 billion revenues Event Year Start: 1997 Event Year End: 2005 Subjects: International business; Operations; Brands; Brand management; Expansion; Service management; Multibranding Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (606108), 22p, by Frances X. Frei, Amy C. Edmondson Product Description: Used in the second module of a Harvard Business School course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Describes the successful turnaround of the restaurant company Yum! Brands after its spin off from PepsiCo and covers how the company's leadership planned and executed on virtually every dimension of the employee experience. The main dilemma centers on what the company should do in terms of multibranding — housing two brands in one physical location.    Shouldice Hospital Ltd.   Add   View  18 pp.  Case Author(s): Heskett, James L. Publication Date: 04/25/1983 Revision Date: 06/02/2003 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 683068 Geographic Setting: Ontario Event Year Start: 1982 Event Year End: 1982 Subjects: Organizational behavior; Social enterprise; Market segmentation; Expansion; Quality management; Capacity planning; Word-of-mouth marketing Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (686120), 16p, by James L. Heskett Product Description: Various proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity and organizational analysis, describes a well-focused, well-managed medical service facility that may well point the way to future economies in the field.    Federal Express: The Money Back Guarantee (B)   Add   View  3 pp.  Case Author(s): Hart, Christopher W.L. Publication Date: 10/27/1989 Product Type: Supplement (Field) Publisher: Harvard Business School HBS Number: 690005 Subjects: Quality control; Customer service; Customer relationship management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (690034), 8p, by Christopher W.L. Hart Product Description: See (A) case.    Celebrity Cruises, Inc.: A Taste of Luxury   Add   View  30 pp.  Case Author(s): Frei, Frances X.; Frei, Frances X.; Hajim, Corey ; Hemphell, Christian Publication Date: 04/22/2003 Revision Date: 09/08/2005 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 603096 Geographic Setting: United States Number of Employees: 200 Gross Revenue: $13.49 billion revenues Event Year Start: 2003 Event Year End: 2003 Subjects: Profitability; Loyalty; Market positioning Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (606109), 18p, by Frances X. Frei Product Description: Taught in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability.    USAA: Business Process Review for the Great Lakes Region   Add   View  18 pp.  Case Author(s): Heskett, James L.; Hallowell, Roger Publication Date: 08/05/1993 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 694024 Geographic Setting: Texas Gross Revenue: $5.3 billion revenues Subjects: Process analysis; Operations research; Service management Academic Discipline: Service Management Product Description: USAA proposes to develop a new set of processes for its property and casualty division. The case focuses on processes used in automobile claims.    Abercrombie & Kent   Add   View  17 pp.  Case Author(s): Frei, Frances X.; Corbett, Brian; Partin, Publication Date: 09/03/2002 Product Type: Case (Field) Product Description: Describes the outdoor adventure company that has provided services throughout the entire history of the outdoor adventure industry. Provides an opportunity to learn how Abercrombie & Kent has successfully grown into a premier player in the industry by adapting to the maturing needs of its customer base. The dilemma is to determine what the company should do now that its target market has aged and the primary growth in the industry is with younger travelers. Teaching Purpose: To challenge students to consider how to create new service offerings in a mature business. HBS Number: 9-603-002 Geographic Setting: GlobalIndustry Setting: travelNumber of Employees: 3,000Gross Revenues: $350 million revenues Event Year Start: 2002Event Year End: 2002 Subjects: Operations management; Product development; Services; Travel Academic Discipline: Service management    AGENCY.COM (A): Launching an Interactive Service Agency   Add   View  11 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Landry, Publication Date: 11/18/1999 Revision Date: 05/03/2001 Product Type: Case (Field) Product Description: Having recently launched one of Silicon Valley's first start-ups, co-founders Chan Suh and Kyle Shannon ponder whether their interactive consulting firm is prepared to bid for work from a very large client. Teaching Purpose: To study the strategic, organizational, and managerial challenges facing an entrepreneurial professional service firm offering Internet-related services. May be used with: (9-800-062) AGENCY.COM (B): Managing Rapid Growth. HBS Number: 9-800-061 Geographic Setting: New York, NY Industry Setting: consulting, interactive services Company Size: start-up Number of Employees: 1,000 Gross Revenues: $100 million revenues Event Year Start: 1995 Event Year End: 1999 Subjects: Consulting; Decision making; Entrepreneurship; Growth management; Growth strategy; Internet; Professional services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-014), 18p, by Ashish Nanda, Thomas J. DeLong   Add     18 pp.  Teaching Note For use with 9-800-061 HBS Number: 5-801-014 Subjects: Consulting; Decision making; Entrepreneurship; Growth management; Growth strategy; Internet; Professional services    AGENCY.COM (B): Managing Rapid Growth   Add   View  16 pp.  Case DeLong, Thomas J.; Nanda, Ashish; Landry, Scot AGENCY.COM continues on its path of rapid growth, emerging as a leading interactive consulting firm. Its growth leads to new challenges related to the integration of diverse operations and the financing of future growth. Teaching Purpose: 1) To study the challenges that rapid growth poses for successful entrepreneurial professional service firms and 2) to explore the dynamics of competitive managerial challenges facing interactive consulting firms. May be used with: (9-800-061) AGENCY.COM (A): Launching an Interactive Service Agency. HBS Number: 9-800-062 Type: Case (Field) Publication Date: 11/18/1999 Revision Date: 6/2/2000 Geographic Setting: New York, NY Industry Setting: consulting, interactive services Company Size: start-up Number of Employees: 1,000 Gross Revenues: $100 million revenues Event Year Start: 1995 Event Year End: 1999 Subjects: Consulting; Decision making; Entrepreneurship; Growth management; Growth strategy; Internet; Professional services   Add     18 pp.  Teaching Note For use with 9-800-062 HBS Number: 5-801-014 Subjects: Consulting; Decision making; Entrepreneurship; Growth management; Growth strategy; Internet; Professional services    Air Miles Canada   Add   View  19 pp.  Case Jones, Thomas O.; Schlesinger, Leonard A.; Hallowell, Roger Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer acquisition more efficient. Teaching Purpose: Helpful for teaching the power of database management in a "future perfect" context. HBS Number: 9-694-008 Type: Case (Field) Publication Date: 7/1/1993 Geographic Setting: Toronto, Canada Industry Setting: service Event Year Start: 1993 Event Year End: 1993 Subjects: Market analysis; Sales promotions; Service management; Statistical analysis    Alaska Airlines: For the Same Price, You Just Get More...   Add   View  29 pp.  Case Hallowell, Roger; Hampton, Tonicia Alaska Airlines grapples with the issue of whether or not advanced use of technology to enable its customers to serve themselves (self service) in certain airport functions will help it to achieve competitive advantage. Teaching Purpose: To explore the use of advanced technology in a service setting and understand its implications for competitive advantage. HBS Number: 9-800-004 Type: Case (Field) Publication Date: 10/6/1999 Revision Date: 1/15/2000 Geographic Setting: United States Industry Setting: airlines Event Year Start: 1999 Event Year End: 1999 Subjects: Airlines; Marketing management; Operations management; Service management; Technology; World Wide Web Supplementary Materials: Teaching Note, (5-800-161), 14p, by Roger Hallowell   Add     14 pp.  Teaching Note For use with 9-800-004 HBS Number: 5-800-161 Subjects: Airlines; Marketing management; Operations management; Service management; Technology; World Wide Web    Alexander Bandelli (A)   Add   View  9 pp.  Case DeLong, Thomas J.; Conneely, Catherine Alexander Bandelli has the opportunity to redefine the way real estate business is done in the Northeast region. He has just joined Ronsini and Fitch and has been asked by senior management to move to a client focus rather than the older, traditional transaction focus. Alexander has many challenges before him. How should he prioritize his work? Does he focus outside the organization or internally? Is the organization prepared for this change project? What should he do first? HBS Number: 9-899-146 Type: Case (Field) Publication Date: 2/23/1999 Revision Date: 6/26/2000 Geographic Setting: Boston, MA Industry Setting: real estate, professional services Event Year Start: 1998 Event Year End: 1998 Subjects: Management of change; Management of professionals; Professional services; Real estate Supplementary Materials: Supplement (Field), (9-899-230), 2p, by Thomas J. DeLong, Andrew Farquharson   Add     18 pp.  Teaching Note For use with 9-899-146 HBS Number: 5-801-028 Subjects: Management of change; Management of professionals; Professional services; Real estate    Alexander Bandelli (B)   Add   View  2 pp.  Case Author(s): DeLong, Thomas J.; Farquharson, Andrew Publication Date: 02/23/1999 Revision Date: 06/26/2000 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-899-146) Alexander Bandelli (A). HBS Number: 9-899-230 Subjects: Management of change; Management of professionals; Professional services; Real estate Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-028), 18p, by Thomas J. DeLong, Stephanie Woerner   Add     18 pp.  Teaching Note For use with 9-899-230 HBS Number: 5-801-028 Subjects: Management of change; Management of professionals; Professional services; Real estate    Amazon.com (A)   Add   View  38 pp.  Case Rayport, Jeffrey F.; Louie, Dickson L. Jeff Bezos, the founder and CEO of Amazon.com, an Internet-based bookseller, has created one of the most successful ventures for electronic commerce on the Web. With revenue growing at a pace of 30% per month, Bezos attributes the success of Amazon.com to its value proposition--selectivity, availability, price, and service. Even so, Bezos is faced with new challenges in early 1997--competition from the mainstream bookstores Borders, Inc. and Barnes & Noble. Teaching Purpose: To illustrate "Managing in the Marketspace"--how new ventures, such as bookselling, can be established in the marketspace through the Internet. HBS Number: 9-897-128 Type: Case (Field) Publication Date: 3/18/1997 Revision Date: 4/9/1998 Geographic Setting: Seattle, WA Industry Setting: book retailing Number of Employees: 150 Event Year Start: 1997 Event Year End: 1997 Subjects: Electronic commerce; Information technology; Retailing; Service management    Amazon.com (B)   Add   View  15 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie Discusses Amazon.com's newest and biggest challenge: The threat of Barnes & Noble's entrance into the on-line bookselling industry with its new site--barnesandnoble.com. HBS Number: 9-898-084 Type: Case (Field) Subjects: Electronic commerce; Information technology; Retailing; Service management    Amazon.com (C)   Add   View  15 pp.  Case HBS Number: 9-901-021 Type: Case (Field) Subjects: Electronic commerce; Information technology; Retailing; Service management    Amazon.com (D)   Add   View  12 pp.  Case HBS Number: 9-901-022 Type: Case (Field) Subjects: Electronic commerce; Information technology; Retailing; Service management    Amazon.com: Evolution of the e-Tailer   Add   View  20 pp.  Case Author(s): Burgelman, Robert A.; Meza, Philip Publication Date: 03/30/2001 Product Type: Case (Field) Publisher: Stanford University Product Description: Describes the evolution of Amazon.com from its inception in 1996 as an online bookseller to its position in 2001 as a globally recognized e-commerce brand. Reviews the evolution of the company's business model through an interview with the founder and CEO, Jeff Bezos. At its founding, Amazon.com mostly brokered book purchases through its web site. After five years of phenomenal growth, the company expanded into international markets and added many categories, partners, and physical infrastructure. Examines Amazon's growth, fueled by the Internet bubble, and looks at how the company coped with increased scrutiny on profitability. Teaching Purpose: Reviews the evolution of Amazon's business model from online book order broker to include many new categories of products, greater fulfillment, and new avenues of service. HBS Number: SM83 Geographic Setting: United States, GlobalIndustry Setting: electronic commerce, InternetNumber of Employees: 9,000Gross Revenues: $2.8 billion revenues Event Year Start: 1996Event Year End: 2001 Subjects: Electronic commerce; Internet Academic Discipline: Service management    America Online: Using Information Technology to Better Serve the Customer   Add   View  20 pp.  Case Cash, James I., Jr.; Stahl, Judy Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and competition from Prodigy, Compuserv, and Internet-related services? Teaching Purpose: To examine the role of information technology for customer support in an online environment. HBS Number: 9-396-290 Type: Case (Field) Publication Date: 3/13/1996 Revision Date: 1/19/1997 Geographic Setting: Unspecified Subjects: Computer systems; Customer relations; Information technology; Online information services; Service management    American Medical Association-Sunbeam Deal (A): Serpent Meets Chainsaw Al   Add   View  16 pp.  Case Author(s): Nanda, Ashish; Haddad, Kimberly A. Publication Date: 01/08/2001 Revision Date: 10/29/2002 Product Type: Case (Library) Product Description: Facing dwindling membership and looking to increase its revenue, the American Medical Association (AMA) signed an endorsement deal with Sunbeam Corp., a leader in the small home appliance industry, in August 1997. In the deal, the AMA would receive significant royalties from Sunbeam in exchange for the use of its seal on Sunbeam's home health care products. Critics protested that this deal posed a conflict of interest before the AMA. Supporters argued, however, that the deal was a good way for the AMA to ease the association's financial troubles. Furthermore, the deal would be beneficial to patients because it encouraged people to monitor their own health. Teaching Purpose: Helps students reflect upon the role and responsibilities of a professional association. May be used with: (9-802-091) The American Medical Association-Sunbeam Deal (C): The Denouement. HBS Number: 9-801-326 Geographic Setting: Chicago, ILIndustry Setting: health careNumber of Employees: 250,000Gross Revenues: $100 million (membership revenues) Event Year Start: 1997Event Year End: 1997 Subjects: Associations; Conflicts of interest; Ethics; Health care; Leadership; Professional services Academic Discipline: Service management Supplementary Materials: Supplement (Library), (9-801-327), 2p, by Ashish Nanda, Kimberly A. Haddad; Supplement (Library), (9-801-328), 3p, by Ashish Nanda, Kimberly A. Haddad; Supplement (Library), (9-801-329), 8p, by Ashish Nanda, Kimberly A. Haddad    American Medical Association-Sunbeam Deal (B): The Deal Collapses   Add   View  2 pp.  Case Author(s): Nanda, Ashish; Haddad, Kimberly A. Publication Date: 01/08/2001 Revision Date: 01/14/2002 Product Type: Supplement (Library) Product Description: Supplements the (A) case. Must be used with: (9-801-326) The American Medical Association-Sunbeam Deal (A): Serpent on the Staff Meets Chainsaw Al. HBS Number: 9-801-327 Subjects: Associations; Conflicts of interest; Ethics; Health care; Leadership; Professional services Academic Discipline: Service management    American Medical Association-Sunbeam Deal (C): The Denouement   Add   View  9 pp.  Case Author(s): Nanda, Ashish; Haddad, Kimberly A. Publication Date: 09/20/2001 Revision Date: 01/14/2002 Product Type: Case (Library) Product Description: On September 5, 1997, the AMA withdrew from the Sunbeam contract. Sunbeam sued the AMA to pay for the damages or to comply with the contract. The fracas led to the dismissal of three top AMA executives. The AMA initiated an investigation into the episode. As a result of the failed deal, the AMA's CEO resigned and the failed deal eventually cost the AMA an estimated $16 million. Teaching Purpose: Helps students reflect on the role and responsibilities of a professional association. A rewritten version of an earlier case. May be used with: (9-801-326) The American Medical Association-Sunbeam Deal (A): Serpent on the Staff Meets Chainsaw Al. HBS Number: 9-802-091 Geographic Setting: Chicago, ILIndustry Setting: health careNumber of Employees: 250,000Gross Revenues: $100 million (membership revenues) Event Year Start: 1997Event Year End: 1997 Subjects: Associations; Conflicts of interest; Ethics; Health care; Leadership; Professional services Academic Discipline: Service management    American Nursing Services, Inc.   Add   View  22 pp.  Case Sasser, W. Earl, Jr.; Schlesinger, Leonard A.; Hallowell, Roger P.K. Scherle, R.N., founder, president, and owner struggles with her successful business and focuses on either growth or enhanced profitability. Teaching Purpose: A useful vehicle for understanding a service delivery process and discussing its possible reengineering. HBS Number: 9-692-102 Type: Case (Field) Publication Date: 4/28/1992 Revision Date: 6/24/1993 Geographic Setting: United States Industry Setting: health care Company Size: small Gross Revenues: $17 million revenues Event Year Start: 1992 Event Year End: 1992 Subjects: Entrepreneurship; Growth management; Growth strategy; Health services; Reengineering; Service management    American Repertory Theatre—1988   Add   View  20 pp.  Case Author(s): Hart, Christopher W.L.; Ayala, Jaime I.; Falstad, Julie K. Publication Date: 06/02/1988 Product Type: Case (Field) Product Description: American Repertory Theatre (ART) is one of the premier resident theatres in the United States. ART has been successful in following its vision, which is to advance the art of theatre by creating an ideal working environment for artists and promoting very high quality experimental theatre. It has maintained an unwavering commitment to this artistic vision in spite of significant pressures that stem from its economic dependence on public and private donations. Maintaining its sometimes controversial vision without disenfranchising its audience is a major challenge; students are required to determine the crucial variables upon which ART's success and survival depend and to analyze the risk factors, many of which are unique to this business. Finally, they are required to evaluate whether ART's success is sustainable. HBS Number: 9-688-120 Geographic Setting: Massachusetts Industry Setting: non-for-profit theatre Company Size: small Gross Revenues: $4.5 million revenues Event Year Start: 1988 Event Year End: 1988 Subjects: Arts administration; Corporate responsibility; Customer relations; Nonprofit organizations; Services; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-688-121), 13p, by Christopher W.L. Hart, Jaime I. Ayala, Julie K. Falstad   Add     11 pp.  Teaching Note For use with 9-688-120 HBS Number: 5-688-121 Subjects: Arts administration; Corporate responsibility; Customer relations; Nonprofit organizations; Services; Social enterprise    Americana (A)   Add   View  19 pp.  Case Author(s): Hart, Christopher W.L. Publication Date: 10/07/1986 Revision Date: 06/23/1988 Product Type: Case (Field) Product Description: Americana Hotels decides to lease a resort hotel on Jamaica's north coast from the Jamaican government. Management must decide whether to operate it as a traditional resort, or as an all-inclusive, club-type resort, similar to those operated by Club Med. The traditional resort appears to be a low-risk, solidly profitable opportunity. The all-inclusive option, on the other hand, has enormous profit potential, but the company has no experience operating this type of resort -- and there are major differences in its operational characteristics. HBS Number: 9-687-016 Geographic Setting: Jamaica Industry Setting: hotel Company Size: mid-size Gross Revenues: $250 million sales Event Year Start: 1985 Event Year End: 1985 Subjects: Business government relations; Capacity planning; Hotels & motels; International operations; Marketing strategy; Operations management; Services Academic Discipline: Service management Supplementary Materials: Supplement (Field), (9-687-017), 1p, by Christopher W.L. Hart; Case Video, (9-887-546), 12 min, by Christopher W.L. Hart, Lucy N. Lytle; Teaching Note, (5-687-018), 26p, by Christopher W.L. Hart   Add     22 pp.  Teaching Note For use with 9-687-016 HBS Number: 5-687-018 Subjects: Business government relations; Capacity planning; Hotels & motels; International operations; Marketing strategy; Operations management; Services    Americana (B)   Add   View  1 pp.  Case Author(s): Hart, Christopher W.L. Publication Date: 10/07/1986 Product Type: Supplement (Field) Product Description: A completely unexpected telephone call comes from the Jamaican Prime Minister. The government's position provides an interesting look into government-business relationships, especially in third-world nations. Must be used with: (9-687-016) Americana (A). HBS Number: 9-687-017 Industry Setting: Hotel industry Subjects: Business government relations; Capacity planning; International operations; Marketing strategy; Operations management; Services Academic Discipline: Service management Supplementary Materials: Case Video, (9-887-546), 12 min, by Christopher W.L. Hart, Lucy N. Lytle; Teaching Note, (5-687-018), 26p, by Christopher W.L. Hart    An Overview of the Professional Services Course   Add   View  12 pp.  Case Author(s): DeLong, Thomas J.; Nanda, Ashish Publication Date: 11/29/1999 Revision Date: 11/01/2000 Product Type: Note Product Description: Provides an overview of the HBS MBA Professional Services Course. Presents a structure and an outline intended to serve as a reference and provide orientation to students as the course progresses. Teaching Purpose: To serve as an aid to students beginning a 30-session course on professional services. HBS Number: 9-800-229 Subjects: Professional services Academic Discipline: Service management    Apollo Hospitals of India (A)   Add   View  27 pp.  Case Loveman, Gary; O'Connell, Jamie Dr. Prathap Reddy has created India's first corporate hospital, Apollo Hospitals of Madras. The hospital is managed according to an integrated philosophy of customer service and support to employees. A new hospital, in the city of Hyderabad, has not performed as well, however. Futhermore, the company is considering widely franchising the Apollo brand name, and establishing India's first health maintenance organization. Main subjects for analysis and discussion include: the connections between Apollo's management philosophy and its success in Madras, the reasons for Hyderabad's less impressive performance, and the merits of franchising and establishing the HMO given Apollo's expertise and conditions in India. May be used with: (9-396-028) Apollo Hospitals of India (B). HBS Number: 9-396-027 Type: Case (Field) Publication Date: 9/5/1995 Revision Date: 2/29/1996 Geographic Setting: India Industry Setting: hospitals/health care Number of Employees: 2,600 Gross Revenues: $20 million revenues Event Year Start: 1983 Event Year End: 1995 Subjects: Health services; Hospital administration; India; International operations; Service management; Social enterprise; Strategy formulation Supplementary Materials: Teaching Note, (5-396-260), 30p, by Gary Loveman, Jamie O'Connell   Add     30 pp.  Teaching Note For use with 9-396-027 HBS Number: 5-396-260 Subjects: Health services; Hospital administration; India; International operations; Service management; Social enterprise; Strategy formulation    Apollo Hospitals of India (B)   Add   View  16 pp.  Case Loveman, Gary; O'Connell, Jamie The Indian Hospitals Corp. (IHC), a branch of Apollo Hospitals Group, is considering building a hospital and primary-care medical center in Colombo, the capital of Sri-Lanka, a small island off the southern coast of India. This case describes economic, social, and political conditions in Sri Lanka, particularly in and around Colombo, and the proposed project. There are both promising signs and potential problems. May be used with: (9-396-027) Apollo Hospitals of India (A). HBS Number: 9-396-028 Type: Case (Field) Publication Date: 9/5/1995 Geographic Setting: India Industry Setting: hospitals/health care Number of Employees: 2,600 Gross Revenues: $20 million revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Health services; Hospital administration; India; International operations; Service management; Social enterprise; Strategy formulation    Arizona Department of Public Health: The Challenges of Preparing for a Public Health Emergency   Add   View  21 pp.  Case Author(s): Applegate, Lynda M.; Vinze, Ajay; Raghu, T.S.; Ipe, Minu Publication Date: 09/11/2006 Revision Date: 12/07/2006 Product Type: Case (Field) HBS Number: 9-807-016 Geographic Setting: Arizona Industry Setting: Health services Number of Employees: 1,800 Event Year Start: 2005 Event Year End: 2005 Subjects: Business process management; Health care; Information technology; Innovation; Processes; Public policy; Workflows Academic Discipline: Service management Product Description: In the post-9/11 era information technology enablement for emergency preparedness and response have taken on increased significance. Public health organizations like ADHS play a critical role in any statewide preparation for large scale emergencies. With issues like bio-terrorism surveillance being added to a list of critical responsibilities for public health there is an urgent need to leverage IT infrastructure to meet new challenges. Historically lean funding cycles for public health has not allowed for fundamental information technology-based reach extensions. An infusion of $9.3 million from CDC has allowed ADHS to broaden its coverage through the creative use of information technology. As an initial step, ADHS initiated the development and deployment of MEDSIS. This project is causing public health in Arizona to re-evaluate their workflow and business processes as they collaborate with various counties in delivering public health effectively.    Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program   Add   View  24 pp.  Case Sasser, W. Earl, Jr.; Lytle, Lucy N. In recent years, Au Bon Pain (ABP), a chain of upscale French bakeries/sandwich cafes based in Boston, confronted a set of human resource problems endemic to the fast food industry (i.e., a labor shortage which made it difficult to att HBS Number: 9-687-063 Type: Case (Field) Publication Date: 3/6/1987 Revision Date: 10/26/1993 Geographic Setting: Boston, MA Industry Setting: fast food Event Year Start: 1987 Event Year End: 1987 Subjects: Executive compensation; Fast food industry; Human resources management; Middle management; Restaurants; Services Supplementary Materials: Teaching Note, (5-692-090), 14p, by Leonard A. Schlesinger, Roger Hallowell; Case Video, (9-887-548), 10 min, by W. Earl Sasser Jr., Lucy N. Lytle; Case Video, (9-888-502), 7 min, by W. Earl Sasser Jr., Christopher W.L. Hart, Lucy N. Lytle   Add     14 pp.  Teaching Note For use with 9-687-063 HBS Number: 5-692-090 Subjects: Executive compensation; Fast food industry; Human resources management; Middle management; Restaurants; Services    Auto Collection: Ford’s Better Idea for Selling Cars and Trucks   Add   View  22 pp.  Case Hallowell, Roger Ford encourages its independent dealers to consolidate, showing them the benefits size can bring both to themselves and their customers. Now, consolidated, dealerships improve customer service and reduce costs. Teaching Purpose: To illustrate the benefits and disadvantages of increased dealership size to customers, vehicle retailers, and manufacturers. HBS Number: 9-800-030 Type: Case (Field) Publication Date: 9/2/1999 Revision Date: 10/15/1999 Geographic Setting: United States Industry Setting: automobiles Event Year Start: 1999 Event Year End: 1999 Subjects: Automobile industry; Customer service; Distribution; Economies of scale; Marketing management; Service management Supplementary Materials: Teaching Note, (5-800-286), 19p, by Roger Hallowell   Add     20 pp.  Teaching Note For use with 9-800-030 HBS Number: 5-800-286 Subjects: Automobile industry; Customer service; Distribution; Economies of scale; Marketing management; Service management    Automobile Dealer Sales and Service: Critical Incidents   Add   View  7 pp.  Case Author(s): Schlesinger, Leonard A. Publication Date: 02/26/1990 Revision Date: 03/02/1992 Product Type: Supplement (Exercise) Product Description: To be used in conjunction with Ford Motor Co.: Dealer Sales and Service. Must be used with: (9-690-030) Ford Motor Co.: Dealer Sales and Service. HBS Number: 9-690-061 Subjects: Automobiles; Customer relations; Customer service; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-063), 7p, by Leonard A. Schlesinger   Add     9 pp.  Teaching Note For use with 9-690-061 HBS Number: 5-690-063 Subjects: Automobiles; Customer relations; Customer service; Services    Bain & Co., Inc.: Making Partner   Add   View  17 pp.  Case Nanda, Ashish; Fagan, Perry L. In June 1998, Bain's Compensation & Policy Committee meets to review candidates for elevation to partnership. The case presents the profiles of four candidates and ends with the promotion committee debating the merits of the candidates. Teaching Purpose: To explore the issues that have to be considered in deciding whether to promote a PS firm employee to partner. HBS Number: 9-899-066 Type: Case (Field) Publication Date: 2/2/1999 Revision Date: 3/7/2000 Geographic Setting: Global Industry Setting: consulting Number of Employees: 16,000 Gross Revenues: $500 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Business policy; Consulting; Employee promotions; Human resources management; Management of professionals; Partnerships; Professionals Supplementary Materials: Case Video, (9-800-503), 13 min, by Ashish Nanda   Add     11 pp.  Teaching Note Author(s): Nanda, Ashish Publication Date: 09/28/2004 Product Type: Teaching Note Product Description: Teaching Note to (9-899-066). Must be used with: (9-899-066) Bain & Co., Inc.: Making Partner. HBS Number: 5-905-032 Subjects: Business policy; Consulting; Employee promotions; Human resources management; Management of professionals; Partnerships; Professionals Academic Discipline: Service management    Balancing Act: Juggling Careers in Professional Services Firms with Private Life   Add   View  10 pp.  Case DeLong, Thomas J.; O'Neil, Scott; Conneely, Catherine Balancing professional and private lives continues to challenge single and committed partners alike. Professionals are expected to work long hours. It is simply part of the ethos of professional service firms. This case focuses on the lives of three couples connected to professional service firms and their ensuing challenges in balancing professional and private life. HBS Number: 9-899-140 Type: Case (Field) Publication Date: 12/11/1998 Revision Date: 1/20/2000 Geographic Setting: United States Industry Setting: professional services Subjects: Career changes; Families & family life; Job satisfaction; Professional services    BarnesandNoble.com (A)   Add   View  42 pp.  Case Rayport, Jeffrey F.; Louie, Dickson L. Examines the on-line division of Barnes & Noble, BarnesandNoble.com. The on-line bookselling industry is examined, with emphasis on its biggest competitor, Amazon.com. HBS Number: 9-898-082 Type: Case (Field) Publication Date: 3/20/1998 Revision Date: 4/7/1998 Geographic Setting: New York, NY Industry Setting: books Gross Revenues: $14 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Electronic commerce; Information technology; Internet; Marketing strategy; Retailing; Service management    BarnesandNoble.com (B)   Add   View  9 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie At the end of 1998, Jonathan Bulkeley, the newly-named CEO of barnesandnoble.com, is faced with a challenge. As the second leading online bookseller behind Amazon.com, barnesandnoble.com must build its market share. With Forrester Research predicting that the online bookselling market would grow to $3 billion in 2003, how could barnesandnoble.com attract more of the "newbies" coming onto the web to its site and become the leading online bookseller--as it was in the bricks-and-mortar world--over the long run? HBS Number: 9-901-023 Type: Case (Field) Subjects: Electronic commerce; Information technology; Internet; Marketing strategy; Retailing; Service management    BarnesandNoble.com (C)   Add   View  7 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie At the end of 1999, Steve Riggio, the vice chairman and acting CEO of barnesandnoble.com, wonders what his company should do next against Amazon.com, the online retailer who is the leading online book seller in the United States. While barnesandnoble.com has been careful to expand into new categories related to media--such as magazines, CDs, and posters--Amazon.com has expanded into a variety of seemingly unrelated categories--such as Z-shops, auctions, and power tools. While some see this expansion as a weakness in Amazon.com's branding strategy, how could Riggio and barnesandnoble.com best exploit this so that they become the leading online bookseller over the long run in terms of market share and mind share? HBS Number: 9-901-024 Type: Case (Field)    Benihana of Tokyo   Add   View  17 pp.  Case Author(s): Sasser, W. Earl, Jr.; Klug, John R. Publication Date: 11/01/1972 Revision Date: 07/20/2004 Product Type: Case (Field) Product Description: Discusses the development of a chain of “theme” restaurants. The student is asked to evaluate the current operating strategy and suggest a long-term expansion strategy. HBS Number: 9-673-057 Industry Setting: Food industry Company Size: mid-size Event Year Start: 1972 Event Year End: 1972 Subjects: Corporate strategy; Expansion; Multinational corporations; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-677-037), 5p, by W. Earl Sasser Jr.; Teaching Note, (5-696-021), 11p, by Helen Han   Add     11 pp.  Teaching Note For use with 9-673-057 HBS Number: 5-696-021 Subjects: Corporate strategy; Expansion; Multinational corporations; Restaurants; Services    Benihana of Tokyo, Teaching Note   Add     5 pp.  Teaching Note Author(s): Sasser, W. Earl, Jr. Publication Date: 09/01/1976 Product Type: Teaching Note HBS Number: 5-677-037 Academic Discipline: Service management Product Description: Teaching Note for (9-673-057). Must be used with: (9-673-057) Benihana of Tokyo.    Bennett, Strang & Farris   Add   View  11 pp.  Case Author(s): Maister, David H. Publication Date: 09/27/1983 Product Type: Case (Gen Exp) Product Description: A law firm must decide how to split partnership profits among the partners. Issues of seniority versus performance, performance evaluation, and lack of consensus of values dominate the discussions. HBS Number: 9-684-027 Geographic Setting: United StatesIndustry Setting: lawCompany Size: smallGross Revenues: $10 million revenues Event Year Start: 1983Event Year End: 1983 Subjects: Executive compensation; Legal services; Partnerships; Performance appraisal; Professionals; Values Academic Discipline: Service management    Beth Israel Deaconess Medical Center: Coordinating Patient Care   Add   View  23 pp.  Case Gittell, Jody Hoffer; Wimbush, Julian; Shu, Kirstin External cost pressures are motivating the adoption of case management at Beth Israel Deaconess Medical Center (BIDMC), but several of the organization's key professional groups are working against it. President and CEO David Dolins mu HBS Number: 9-899-213 Type: Case (Field) Publication Date: 2/8/1999 Revision Date: 3/31/2000 Geographic Setting: New England Industry Setting: health care Event Year Start: 1997 Event Year End: 1997 Subjects: Health care; Health services; Managed care; Management of professionals; Service management Supplementary Materials: Teaching Note, (5-800-329), 19p, by Jody Hoffer Gittell   Add     19 pp.  Teaching Note For use with 9-899-213 HBS Number: 5-800-329 Subjects: Health care; Health services; Managed care; Management of professionals; Service management    Bidwell Training Center, Inc. and Manchester Craftsmen’s Guild: Preparation in P   Add   View  20 pp.  Case Author(s): Heskett, James L.; Hallowell, Roger Publication Date: 02/23/1993 Revision Date: 06/03/1993 Product Type: Case (Field) Product Description: Bill Strickland, executive director of both Bidwell Training Center and Manchester Craftsmen's Guild, has built a highly successful training organization to enable underprivileged minorities in Pittsburgh to escape the cycle of poverty. His success has led to questions of expansion, focus, and core competencies. Teaching Purpose: Strong vehicle for a discussion of the role training can play in organizations and the attitudes toward training necessary to maximize its effectiveness. HBS Number: 9-693-087 Geographic Setting: Pittsburgh, PAIndustry Setting: education/trainingCompany Size: smallNumber of Employees: 45Gross Revenues: $4 million revenues Event Year Start: 1992Event Year End: 1992 Subjects: Employee training; Leadership; Nonprofit organizations; Social enterprise Academic Discipline: Service management    Booz.Allen & Hamilton: Vision 2000   Add   View  19 pp.  Case Loveman, Gary; O'Connell, Jamie In 1993, Booz.Allen & Hamilton forsook its previous, highly local organizational structure. It was motivated by a desire to serve multinational clients more effectively and to provide greater value to clients with more localized busine HBS Number: 9-396-031 Type: Case (Field) Publication Date: 10/20/1995 Revision Date: 3/25/1996 Geographic Setting: Global/multinational Industry Setting: consulting Number of Employees: 3,000 Gross Revenues: $1 billion revenues Event Year Start: 1990 Event Year End: 1995 Subjects: Consulting; Human resources management; International operations; Organizational change; Organizational structure; Service management Supplementary Materials: Teaching Note, (5-396-422), 23p, by Gary Loveman, Jamie O'Connell   Add     23 pp.  Teaching Note For use with 9-396-031 HBS Number: 5-396-422 Subjects: Consulting; Human resources management; International operations; Organizational change; Organizational structure; Service management    Boston Medical Group   Add   View  20 pp.  Case Author(s): Bohmer, Richard; Hall, Bruce Lee Publication Date: 02/25/2000 Revision Date: 04/13/2001 Product Type: Case (Field) Product Description: Describes the structure of a variable compensation plan for physicians implemented by a Massachusetts medical group practice. Examines issues such as balancing group and individual risk and selection of performance metrics (productivity and patient satisfaction). Teaching Purpose: To illustrate benefits and drawbacks of a physician variable-compensation program. May be used with: (9-600-087) Medicine, Incentive Compensation, and the Law. HBS Number: 9-600-086 Geographic Setting: Boston, MAIndustry Setting: health care Event Year Start: 1999Event Year End: 1999 Subjects: Compensation; Health care; Health insurance; Health services; Incentives; Management controls; Management of professionals Academic Discipline: Service management    Brainard, Bennis & Farrell   Add   View  12 pp.  Case Author(s): Gabarro, John J.; Burtis, Andrew Publication Date: 02/03/1995 Revision Date: 10/10/2006 Product Type: Case (Gen Exp) HBS Number: 9-495-037 Geographic Setting: Stamford, CT Industry Setting: Law enforcement Company Size: small Number of Employees: 83 Gross Revenues: $32 million revenues Subjects: Executive committees; Partnerships; Performance appraisal; Professionals; Values Academic Discipline: Organizational behavior & leadership Supplementary Materials: Teaching Note, (5-300-049), 5p, by Clayton M. Christensen, Tara Donovan Product Description: A law firm must decide how to split partnership profits among the partners. Issues of seniority versus performance, performance evaluation, and lack of consensus of values dominate the discussions. A rewritten version of an earlier case. May be used with: (R0301F) One More Time: How Do You Motivate Employees? (HBR Classic); (98309) Six Dangerous Myths About Pay.   Add     5 pp.  Teaching Note For use with 9-495-037 HBS Number: 5-300-049 Subjects: Executive compensation; Legal services; Partnerships; Performance appraisal; Professionals; Values    British Airways: First Class Chinaware and Seamless Service   Add   View  16 pp.  Case Coughlan, Paul D. As part of its branding strategy, British Airways redesigns its "First Class" brand, making a "seamless" design of all its aspects, including interior decor, seats, tableware, and service. This case focuses on the development of new chinaware, in cooperation with a top English chinaware firm, that meets not only aesthetic needs, but also practical specifications--e.g., stackability, durability, and so forth. Affords an opportunity to discuss the management of this project, in particular the coordination of one aspect of the brand--the chinaware--with the whole, and of design with manufacturing. HBS Number: 9-992-028 Type: Case (Field) Publication Date: 1/1/1992 Geographic Setting: United Kingdom Industry Setting: transportation Number of Employees: 39,498 Gross Revenues: L2.827 billion revenues Event Year Start: 1987 Event Year End: 1989 Subjects: Airlines; Brands; Cross functional management; Product design; Service management; Strategy implementation; Total quality; United Kingdom Supplementary Materials: Teaching Note, (5-993-020), 4p, by Paul D. Coughlan Publisher: Publisher:Design Management Institute    British Airways: Using Information Systems to Better Serve the Customer   Add   View  15 pp.  Case Author(s): Sasser, W. Earl, Jr.; Klein, Norman Publication Date: 10/21/1994 Revision Date: 11/28/1994 Product Type: Case (Field) Product Description: 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 to customer service and the measures, technology, and economics that come into play to recover customers who have complained. Teaching Purpose: Invites discussion of the powerful information system technology, and the interface of customer relations staff and frontline service providers with that system. Focuses on the service challenges and constraints for an international airline. May be used with: (9-395-064) Ritz-Carlton: Using Information Systems to Better Serve the Customer. HBS Number: 9-395-065 Geographic Setting: Global Industry Setting: airlines Gross Revenues: L6.3 billion revenues Event Year Start: 1984 Event Year End: 1994 Subjects: Airlines; Information systems; Information technology; International business; Service management; United Kingdom Academic Discipline: Service management    Career Strategies and Tactics in Professional Service Firms   Add   View  15 pp.  Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 04/24/2000 Revision Date: 10/15/2002 Product Type: Note Product Description: Presents suggestions for ensuring a good start in a professional services career. HBS Number: 9-800-375 Subjects: Career advancement; Careers & career planning; Consulting; Management of professionals; Performance appraisal; Professional services Academic Discipline: Service management    CarPoint in 1999   Add   View  15 pp.  Case Eisenmann, Thomas; Morris, Gillian Updates events in Microsoft CarPoint through the end of 1999, focusing on CarPoint's strategic alliance with Ford and on competitive developments. Teaching Purpose: Contrast Internet business models; lead generation for dealers versus bypassing dealers. HBS Number: 9-800-328 Type: Case (Field) Publication Date: 2/24/2000 Revision Date: 7/5/2000 Geographic Setting: United States Industry Setting: automobiles Event Year Start: 1999 Event Year End: 1999 Subjects: Automobile industry; Business policy; Electronic commerce; Entrepreneurship; Internet; Strategic alliances   Add     9 pp.  Teaching Note For use with 9-800-328 HBS Number: 5-801-246 Subjects: Automobile industry; Business policy; Electronic commerce; Entrepreneurship; Internet; Strategic alliances    Caruso’s Pizza (Condensed)   Add   View  15 pp.  Case Author(s): Hart, Christopher W.L. Publication Date: 05/05/1987 Revision Date: 12/03/1987 Product Type: Case (Field) Product Description: Caruso's Pizza is a small, entrepreneurial restaurant chain. The case considers expansion of an experimental pizza delivery system ( ``express delivery'') that involves a major process innovation -- producing pizzas to inventory rather than to order. The system promises faster delivery of higher quality pizza, but as yet is an unproven technology. By the end of the case, students will realize that delivery-only units and high order volume are required to make express delivery viable. One way of achieving this high order volume may be a one-phone-number system -- a new computerized technology. HBS Number: 9-687-071 Geographic Setting: Columbus, OH Industry Setting: Restaurant industry Company Size: small Gross Revenues: $10 million sales Event Year Start: 1986 Event Year End: 1986 Subjects: Capacity planning; Change management; Implementation; Marketing management; Process innovation; Services; Small business; Technological change Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-687-026), 18p, by Christopher W.L. Hart; Teaching Note, (5-687-027), 11p, by Christopher W.L. Hart    Caruso’s Pizza: Express Delivery (A) and Caruso‘s Pizza (Condensed), Teaching Note   Add     15 pp.  Teaching Note Author(s): Hart, Christopher W.L. Publication Date: 10/08/1986 Revision Date: 10/16/1987 Product Type: Teaching Note HBS Number: 5-687-026 Academic Discipline: Service management Product Description: Teaching Note for (9-687-024) and (9-687-071). Must be used with: (9-687-071) Caruso's Pizza (Condensed).    Casto Travel   Add   View  22 pp.  Case DeLong, Thomas J.; Harmeling, Susan S. Maryles Casto had the vision to build the largest travel agency in Silicon Valley, mirroring the growth pattern of the entire area. In 1997 the travel business changed dramatically as airlines chose not to pay travel agencies the fees they once did. Simultaneously, the world of e-commerce introduced the process of ticket purchasing capability over the Internet. This changed the nature of business and the economics in the travel business for good. What should Maryles Casto do to counter these dramatic shifts in her business? Has the business model shifted to such an extent that she should leave the business? What advice do you have for Casto and her executive team? HBS Number: 9-899-120 Type: Case (Field) Publication Date: 12/14/1998 Geographic Setting: United States Industry Setting: travel Subjects: Electronic commerce; Entrepreneurial finance; Services; Silicon Valley; Travel   Add     10 pp.  Teaching Note For use with 9-899-120 HBS Number: 5-801-180 Subjects: Electronic commerce; Entrepreneurial finance; Services; Silicon Valley; Travel    Cathay Pacific Airways: "Service Straight from the Heart"   Add   View  25 pp.  Case Tocquer, Gerard; Kwan, Eva Y.H. In 1993, the cabin crew of Cathay Pacific Airways, Hong Kong's flag carrier, went on a large-scale strike, which damaged crew morale. Peter Buecking was appointed general manager of inflight services in 1995. With his inflight service HBS Number: HKU019 Type: Case (Field) Publication Date: 1/1/1999 Geographic Setting: Hong Kong Industry Setting: airlines Event Year Start: 1997 Event Year End: 1997 Subjects: Airlines; Asia; Employee morale; Organizational change; Service management Supplementary Materials: Teaching Note, (HKU045), 11p, by Gerard Tocquer, Eva Y.H. Kwan Publisher: Publisher: University of Hong Kong (Sales restricted to North America.)   Add     11 pp.  Teaching Note For use with HKU019 HBS Number: HKU045 Subjects: Airlines; Asia; Employee morale; Organizational change; Service management    CBS Evening News   Add   View  32 pp.  Case Jeffrey F. Rayport ; Carrie L. Ardito ; Michelle Toth ; Dickson L. Louie The CBS Evening News looks for options for growth of the franchise. This case discusses CBS's main competitors and their positioning in the evening news market, as well as the history and operations of the CBS Evening News. Teaching Purpose: To illustrate the challenges of managing customer relationships through technology-mediated interfaces HBS Number: 9-898-086 Type: Case (Field) Subjects: Broadcasting industry; Customer relations; Information technology; Marketing strategy; Service management    CBS Marketwatch   Add   View  26 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie Larry Kramer, the chairman and CEO of MarketWatch.com, is faced with a dilemma. In April 2000, his company--a joint venture of CBS and Data Broadcasting Corp.--has emerged as the leading financial information and data provider online. Yet, because of the downturn in Internet stocks, he has to choose between getting "big" fast or become "profitable" fast to please Wall Street. What should he do? Over the horizon is the threat of other media players (CNNfn, CNBC) entering his space. HBS Number: 9-801-175 Type: Case (Field) Subjects: Brands; Broadcasting industry; Entrepreneurship; Information services; Service management

Celebrity Cruises, Inc.: A Taste of Luxury   Add   View  30 pp.  Case Author(s): Frei, Frances X.; Hajim, Corey; Hemphell, Christian Publication Date: 04/22/2003 Revision Date: 09/08/2005 Product Type: Case (Field) Product Description: Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability. HBS Number: 9-603-096 Geographic Setting: United States Industry Setting: Travel industry Number of Employees: 200 Gross Revenues: $13.49 billion revenues Event Year Start: 2003 Event Year End: 2003 Subjects: Loyalty; Market positioning; Profitability; Recreation; Travel Academic Discipline: Service management    Celebrity Cruises, Inc.: A Taste of Luxury, Teaching Note   Add     18 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 03/31/2006 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 606109 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (603096) Celebrity Cruises, Inc.: A Taste of Luxury.    Central Parking   Add   View  25 pp.  Case Hallowell, Roger The president of Central Parking must decide how to grow the company with options including continued consolidation of the parking industry and/or growth through related diversification. Initiates discussion of a successful consolidation strategy. Teaching Purpose: To understand how this successful consolidation has grown and what it needs to do to sustain its growth. HBS Number: 9-800-005 Type: Case (Field) Publication Date: 8/16/1999 Revision Date: 8/3/2000 Geographic Setting: United States Industry Setting: diversified services Event Year Start: 1999 Event Year End: 1999 Subjects: Diversification; Economies of scale; Growth management; Growth strategy; Human resources management; Service management    Changing Physician Behavior   Add     28 pp.  Case Author(s): Bohmer, Richard Publication Date: 02/24/1999 Revision Date: 03/22/2000 Product Type: Note Product Description: A review of strategies to change physician behavior including feedback, profiling, consensus-based guidelines, care paths, and computer systems. Discusses the strengths and weaknesses of each observation. Teaching Purpose: To give students a better understanding of the health care industry. May be used with: (9-699-151) Note on Physician Compensation and Financial Incentives. HBS Number: 9-699-124 Subjects: Health care; Human behavior; Management of professionals; Uncertainty Academic Discipline: Service management    Cinemex   Add   View  29 pp.  Case Heskett, James L. The founders of Cinemex, the largest capitalized venture start-up in Mexican history, are debating several issues concerning the operations of their new chain of motion picture theatres in Mexico City. The first concerns whether some seats should be left unsold to improve customer service. The second involves limits on advertising to be shown at each presentation. Others include possible investment in an expanded ticketing service and live entertainment. Teaching Purpose: Illustrates application of the strategic service vision to a start-up service business as well as the problems of adhering to the operating strategy embodied in the vision. HBS Number: 9-898-108 Type: Case (Field) Publication Date: 11/24/1997 Revision Date: 12/7/1999 Geographic Setting: Mexico Industry Setting: cinema Company Size: start-up Number of Employees: 500 Gross Revenues: $40 million revenues Event Year Start: 1997 Event Year End: 1997 Subjects: Capacity planning; Entertainment industry; Entrepreneurial management; Mexico; Operations management; Service management   Add     10 pp.  Teaching Note For use with 9-898-108 HBS Number: 5-902-405 Subjects: Capacity planning; Entertainment industry; Entrepreneurial management; Mexico; Operations management; Service management    Circles: The First 10 Years   Add   View  26 pp.  Case Author(s): Saloner, Garth ; Harkey, Mike ; Rudolph-Bose, Katherine Publication Date: 10/10/2006 Product Type: Case (Field) Publisher: Stanford University HBS Number: E225 Subjects: Women executives; Employee retention; Business growth; Service management; Start-ups; Customer relationship management Academic Discipline: Service Management Product Description: Circles is a company that runs employee and customer loyalty programs for enterprises. The company was founded by two GSB alumnae in the late '90s. Describes the idea formation process, the founding of the company, various dilemmas management had in determining which market to pursue and how to acquire customers without a large marketing investment and follows the transition from a consumer- to an enterprise-oriented company. This update to the original “Circles” case (first written in July of 2003; case # E-160) builds on this background information and brings a present-day perspective (10 years after the founding) by illustrating the new market saturation constraints that force the management team to re-evaluate their strategy and plans for growth.    Cleveland Clinic   Add   View  20 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot Publication Date: 08/30/2006 Product Type: Case (Field) HBS Number: 9-607-013 Geographic Setting: Florida; Ohio Industry Setting: Health care industry Number of Employees: 2,000 Gross Revenues: $4 billion revenues Event Year Start: 2006 Event Year End: 2006 Subjects: Employee attitude; Expansion; Health organizations management; Innovation; Quality control; Service management Academic Discipline: Service management Product Description: Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. Explores the methods, processes, and personnel that the hospital has cultivated over the years in order to develop its track record of excellence. In light of this, as well as a recent foray into a new market, possibilities for expanding by building on the Clinic's platform of service delivery are investigated.    Cleveland Clinic   Add   View  29 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Sherman, Eliot; Harris-Van Keuren, Christine Publication Date: 05/01/2007 Revision Date: 09/26/2007 Product Type: Case (Field) HBS Number: 9-607-143 Geographic Setting: Florida; Ohio Industry Setting: Health care industry Number of Employees: 2,000 Gross Revenues: $4 billion revenues Event Year Start: 2006 Event Year End: 2006 Subjects: Employee attitude; Expansion; Health care systems; Innovation; Quality control; Service management Academic Discipline: Service management Product Description: Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. Explores the methods, processes, and personnel that the hospital has cultivated over the years in order to develop its track record of excellence. In light of this, three expansion opportunities are explored and the operational fit of each is investigated.    Cleveland Clinic, Teaching Note   Add     20 pp.  Teaching Note Author(s): Frei, Frances X.; Edmondson, Amy C.; Harris-Van Keuren, Christine Publication Date: 03/05/2008 Revision Date: 04/03/2008 Product Type: Teaching Note HBS Number: 608124 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (607143) Cleveland Clinic.    Club Med (A)   Add   View  21 pp.  Case Author(s): Hart, Christopher W.L.; Arczynski, Dan; Ma Publication Date: 12/08/1986 Revision Date: 11/15/1990 Product Type: Case (Field) Product Description: The rapidly growing American subsidiary of an international resort company seeks to identify the factors underlying its success. The case describes the forces that shape the industry's structure, raising the issue of where it is possible for Club Med to establish a sustainable competitive advantage. Classic sources of competitive advantage are dealt with, leading to the role of corporate culture in creating a sustainable competitive advantage. The case also focuses on service quality from the standpoint of customer dissatisfaction and its associated costs. May be used with: (9-687-047) Club Med (B). HBS Number: 9-687-046 Geographic Setting: Multinational Industry Setting: resort lodging Company Size: mid-size Gross Revenues: $280 million sales Event Year Start: 1986 Event Year End: 1986 Subjects: Corporate culture; International business; Operations research; Quality control; Recreation; Services; Strategic market planning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-688-047), 47p, by Christopher W.L. Hart, Katherine Glover; Case Video, (9-888-520), 9 min, by Christopher W.L. Hart, Dan Maher; Supplement (Library), (9-602-089), 4p, by Frances X. Frei, Hanna Rodriguez-Farrar, Daniel Rethazy   Add     47 pp.  Teaching Note For use with 9-687-046 HBS Number: 5-688-047 Subjects: Corporate culture; International business; Operations research; Quality control; Recreation; Services; Strategic market planning    Club Med (B)   Add   View  14 pp.  Case Hart, Christopher W.L.; Maher, Dan Highlights the issue of high employee turnover in a multi-site, international subsidiary of a large resort company. Also described are service-quality problems the company has because the amount of value added through employee interaction with customers is high. Analysis of recruiting and hiring as a process flow is required to analyze the situation. There is also a cross-cultural issue due to a structural imbalance in the ratio of non-American (primarily French) managers to American managers. May be used with: (9-687-046) Club Med (A). HBS Number: 9-687-047 Type: Case (Field) Publication Date: 12/8/1986 Revision Date: 11/15/1990 Geographic Setting: Multinational Industry Setting: resort lodging Company Size: mid-size Gross Revenues: $280 million sales Event Year Start: 1986 Event Year End: 1986 Subjects: Cross cultural relations; International business; Operations management; Personnel selection; Process flow; Quality control; Recreation Supplementary Materials: Teaching Note, (5-688-048), 40p, by Christopher W.L. Hart, Katherine Glover; Case Video, (9-888-520), 9 min, by Christopher W.L. Hart, Dan Maher   Add     31 pp.  Teaching Note For use with 9-687-047 HBS Number: 5-688-048 Subjects: Cross cultural relations; International business; Operations management; Personnel selection; Process flow; Quality control; Recreation    Commerce Bank   Add   View  22 pp.  Case Author(s): Frei, Frances X.; Hajim, Corey Publication Date: 12/02/2002 Revision Date: 10/03/2006 Product Type: Case (Field) HBS Number: 9-603-080 Geographic Setting: New Jersey Industry Setting: Banking industry Number of Employees: 5,300 Gross Revenues: $604.4 million revenues Event Year Start: 2002 Event Year End: 2002 Subjects: Banking; Financial services; Innovation; Service management; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-605-031), 26p, by Frances X. Frei Product Description: Commerce Bank has become one of the fastest growing banks in the country, despite having defied conventional wisdom about how to grow deposits. Banks historically have grown either by competing on deposit rates or through acquisitions that expand their deposit base. Commerce has the lowest deposit rates in each of the local markets it serves and has acquired no other banks, yet its growth rate is unparalleled. Its secret? Commerce differentiates itself on service. Explores the highly refined service model that guides the design of its operations and service features and considers the trade-offs involved in competing on service. May be used with: (5-606-031) Designing Sustainable Service Models, Module Note.   Add     13 pp.  Teaching Note For use with 9-603-080 HBS Number: 5-605-031 Subjects: Banking; Financial services; Growth strategy; Innovation; Retailing; Service management; Services    Commerce Bank, Teaching Note   Add     39 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 09/27/2004 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608058 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (603080) Commerce Bank.    Competition Between the Professions: Law Firms vs. Accounting Firms   Add   View  7 pp.  Case Author(s): Nanda, Ashish Publication Date: 06/20/1999 Product Type: Note Product Description: Discusses the emerging competition between law firms and accounting firms. HBS Number: 9-899-301 Subjects: Accounting firms; Competition; Industry structure; Legal services; Professional services; Regulation Academic Discipline: Service management    Complexity and Error in Medicine   Add   View  15 pp.  Case Author(s): Bohmer, Richard Publication Date: 10/06/1998 Revision Date: 04/28/2000 Product Type: Note Product Description: Reviews the issues underlying the rate of error in medical practice and discusses the range of potential management interventions to decrease the risk of error. HBS Number: 9-699-024 Geographic Setting: Industry Setting: Subjects: Health care; Health organizations management; Risk management Academic Discipline: Service management    Consolidation of Highly Fragmented Service Industries, Module Note   Add   View  34 pp.  Case Author(s): Hallowell, Roger Publication Date: 04/04/2002 Product Type: Note Product Description: Designed to familiarize students with the consolidation of highly fragmented labor-dependent service industries, offering insights into service firm growth and ways services can, and cannot, increase their efficiency and effectiveness. Two frameworks are presented illustrating sources of benefits and disadvantages of size in consolidations, and important decisions mangers must make in designing and executing a consolidation strategy. Intended to help managers determine insights into the consolidation phenomenon, illustrating the problem plaguing large, labor-dependent service consolidations. These problems contribute to an explanation off why so few labor-dependent service consolidations have been highly successful. Teaching Purpose: Initiates discussions of the benefits and disadvantages of size for labor-dependent services. Familiarizes participants with consolidations, a growth strategy for service firms that was highly popular in the mid-1990s. Helps students to understand why so few large service consolidators in labor-dependent industries have been successful based on fundamental strategic errors and problems with execution. A rewritten version of an earlier note. HBS Number: 9-802-192 Subjects: Acquisitions; Economies of scale; Entrepreneurial management; Growth management; Growth strategy; Service management Academic Discipline: Service management    Coopers & Lybrand in Hungary (A)   Add   View  16 pp.  Case Loveman, Gary; Hallowell, Roger Multinational professional services firm Coopers & Lybrand has decided to enter the Hungarian market and weighs its strategic options in light of the environment in which it will operate and its resources. HBS Number: 9-692-112 Type: Case (Field) Publication Date: 6/12/1992 Revision Date: 1/27/1994 Geographic Setting: Budapest, Hungary Industry Setting: professional services Subjects: Consulting; Eastern Europe; Service management Supplementary Materials: Supplement (Field), (9-692-113), 1p, by Gary Loveman, Roger Hallowell; Supplement (Field), (9-692-114), 4p, by Gary Loveman, Roger Hallowell; Teaching Note, (5-693-084), 9p, by Gary Loveman, Robert T. Anthony, Roger Hallowell   Add     9 pp.  Teaching Note For use with 9-692-112 HBS Number: 5-693-084 Subjects: Consulting; Eastern Europe; Service management    Coopers & Lybrand in Hungary (B)   Add   View  1 pp.  Case Author(s): Loveman, Gary; Hallowell, Roger Publication Date: 06/12/1992 Revision Date: 01/27/1994 Product Type: Supplement (Field) Product Description: Coopers & Lybrand open an office in Hungary. Must be used with: (9-692-112) Coopers & Lybrand in Hungary (A). HBS Number: 9-692-113 Subjects: Consulting; Eastern Europe; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-084), 9p, by Gary Loveman, Robert T. Anthony, Roger Hallowell   Add     9 pp.  Teaching Note For use with 9-692-113 HBS Number: 5-693-084 Subjects: Consulting; Eastern Europe; Service management    Coopers & Lybrand in Hungary (C)   Add   View  4 pp.  Case Author(s): Loveman, Gary; Hallowell, Roger Publication Date: 06/12/1992 Revision Date: 01/27/1994 Product Type: Supplement (Field) Product Description: Coopers & Lybrand open an office in Hungary. Must be used with: (9-692-112) Coopers & Lybrand in Hungary (A). HBS Number: 9-692-114 Subjects: Consulting; Eastern Europe; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-084), 9p, by Gary Loveman, Robert T. Anthony, Roger Hallowell   Add     9 pp.  Teaching Note For use with 9-692-114 HBS Number: 5-693-084 Subjects: Consulting; Eastern Europe; Service management    Courtyard by Marriott   Add   View  20 pp.  Case Heskett, James L.; Hallowell, Roger Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. HBS Number: 9-693-036 Type: Case (Field) Publication Date: 9/18/1992 Revision Date: 1/14/1993 Geographic Setting: United States Industry Setting: hospitality Subjects: Growth strategy; Hotels & motels; Human resources management; Service management; Strategy formulation    Cultivating Capabilities to Innovate: Booz.Allen & Hamilton   Add   View  11 pp.  Case Author(s): Christensen, Clayton M.; Baird, Bret Publication Date: 10/21/1997 Revision Date: 07/28/1998 Product Type: Case (Field) Product Description: Describes the efforts of the president of Booz.Allen, a major consulting firm, to understand and improve the way that new products, services, and processes are developed and deployed throughout the firm. Proactive management of these processes proves very difficult because of the firm's decentralized decision structure, and the firm's cultural predisposition to listen to its existing customers. Teaching Purpose: Useful in courses on managing innovation and change, and in service management. HBS Number: 9-698-027 Geographic Setting: Global Industry Setting: management consulting Number of Employees: 2,000 Gross Revenues: $600 million revenues Event Year Start: 1997 Event Year End: 1997 Subjects: Consulting; Innovation; Management of change; Management of professionals; Product development; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-698-078), 9p, by Clayton M. Christensen   Add     9 pp.  Teaching Note For use with 9-698-027 HBS Number: 5-698-078 Subjects: Consulting; Innovation; Management of change; Management of professionals; Product development; Service management    Customer-Introduced Variability in Service Operations   Add   View  19 pp.  Case Author(s): Frei, Frances X. Publication Date: 03/14/2006 Product Type: Note Product Description: Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or accommodating variability and compromising operational efficiency. HBS Number: 9-606-063 Subjects: Control systems; Customer service; Human behavior; Incentives; Management controls; Operations research; Uncertainty; Variability Academic Discipline: Service management    Customers in Health Care   Add   View  16 pp.  Case Author(s): Bohmer, Richard Publication Date: 03/21/2000 Revision Date: 01/24/2001 Product Type: Note Product Description: Reviews the current literature on the consumers of health care, primarily patients. Discusses their stated preferences, the sources of information they use in making their selections of plan and provider, and their behavior. HBS Number: 9-600-118 Subjects: Consumer behavior; Health care; Preferences Academic Discipline: Service management    Dana-Farber Cancer Institute   Add   View  17 pp.  Case Bohmer, Richard; Winslow, Ann Describes the death of a cancer patient in one of the nation's premier cancer treatment centers and examines the organizational and process characteristics that may have contributed to the medical error. Teaching Purpose: To give students a better understanding of error in medicine. HBS Number: 9-699-025 Type: Case (Field) Publication Date: 3/18/1999 Revision Date: 7/1/1999 Geographic Setting: Boston, MA Industry Setting: health care Event Year Start: 1995 Event Year End: 1995 Subjects: Health care; Hospitals; Process analysis   Add     23 pp.  Teaching Note For use with 9-699-025 HBS Number: 5-603-092 Subjects: Health care; Hospitals; Process analysis    Data Analysis Exercise   Add   View  2 pp.  Case Author(s): Frei, Frances X. Publication Date: 08/28/2005 Revision Date: 03/24/2006 Product Type: Exercise Product Description: An abstract is not available for this product. HBS Number: 9-606-034 Subjects: Data analysis; Operations management; Service management Academic Discipline: Service management    Davis, Lloyd, Young, & Donovan   Add   View  19 pp.  Case Hallowell, Roger Tom Roberts, director of audit operations, is responsible for assigning individual accountants to projects. Describes the current scheduling and assignment system, and the specific concerns of two staff members. Are any changes required in the system? HBS Number: 9-898-005 Type: Case (Field) Publication Date: 9/8/1997 Geographic Setting: Philadelphia, PA Industry Setting: public accounting Gross Revenues: $10 million revenues Event Year Start: 1997 Event Year End: 1997 Subjects: Auditing; Business services; Scheduling Supplementary Materials: Teaching Note, (5-898-006), 18p, by Roger Hallowell   Add     18 pp.  Teaching Note For use with 9-898-005 HBS Number: 5-898-006 Subjects: Auditing; Business services; Scheduling    Dell Computers (B): The Transition   Add   View  11 pp.  Case Author(s): Frei, Frances X.; Harris-Van Keuren, Christine Publication Date: 03/07/2007 Revision Date: 08/20/2007 Product Type: Supplement (Library) HBS Number: 9-607-081 Subjects: Customer relations; Outsourcing; Service management; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-608-046), 19p, by Frances X. Frei Product Description: An abstract is not available for this product. Must be used with: (9-603-067) Dell Computers (A): Field Service for Corporate Clients.    Dell Computers: Field Service for Corporate Clients   Add   View  13 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Hajim, Corey Publication Date: 10/03/2002 Revision Date: 04/30/2007 Product Type: Case (Library) HBS Number: 9-603-067 Geographic Setting: United States Industry Setting: Computer hardware Number of Employees: 36,000 Gross Revenues: $31,168 billion revenues Event Year Start: 2002 Event Year End: 2002 Subjects: Customer relations; Outsourcing; Service management; Technology Academic Discipline: Service management Supplementary Materials: Supplement (Library), (2-607-081), 11p, by Frances X. Frei, Christine VanKeuren; Teaching Note, (5-606-083), 15p, by Frances X. Frei, Amy C. Edmondson Product Description: Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market. May be used with: (5-606-032) Managing the Operating Role of Customers.    Dell Computers: Field Service for Corporate Clients (A) and Transition (B), Teaching Note   Add     23 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 07/25/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608046 Academic Discipline: Service management Product Description: Teaching Note to (603-067) and (607-081). Must be used with: (603067) Dell Computers (A): Field Service for Corporate Clients; (607081) Dell Computers (B): The Transition.    Dell Computers: Field Service for Corporate Clients, Teaching Note   Add     15 pp.  Teaching Note Author(s): Frei, Frances X.; Edmondson, Amy C. Publication Date: 03/28/2006 Revision Date: 03/30/2006 Product Type: Teaching Note HBS Number: 5-606-083 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-603-067) Dell Computers: Field Service for Corporate Clients.    Developing Nurse Practioners at the College of St. Catherine   Add   View  23 pp.  Case Author(s): Christensen, Clayton M.; Thorp, Sarah Publication Date: 08/15/2000 Product Type: Case (Field) HBS Number: 9-601-039 Geographic Setting: Minneapolis, MN Industry Setting: Education industry Number of Employees: 4,372 Event Year Start: 2000 Event Year End: 2000 Subjects: Change management; Disruptive technologies; Health care; Innovation; Leadership; Organizational behavior; Service management; Social enterprise Academic Discipline: Service management Product Description: Margaret McLaughlin has just begun her new appointment as the Dean of Health Professions at the College of St. Catherine in Minneapolis/St. Paul, Minnesota. As an education leader, her charge is to develop Minnesota's health care workforce for the future. She is approached by members of her nursing faculty, who want her to consider launching their very own nurse-practitioner-run clinic. Typically, clinics have been run and directed by physicians. The faculty have suggested four options for the kind of clinic they might run, and McLaughlin must advise them on a course of action. Teaching Purpose: Students will select the kind of nurse practitioner clinic that would be most appropriate for the College of St. Catherine. The analysis will begin by examining the context in which the college is operating and discuss the major criteria that need to be used in making this decision. They will consider the move “up-market” for nurse practitioners' over time, as they have taken on more responsibilities similar in nature to those of a physician. Specifically, students will discuss how nurse practitioners' work has changed over time and the regulations, technological innovations, patient needs, and infrastructure developments that have encouraged this change. Finally, students will debate whether it would make sense to launch their own clinic. They will choose among four options f    Disney’s "The Lion King" (A): The $2 Billion Movie   Add   View  20 pp.  Case Author(s): Rayport, Jeffrey F.; Knoop, Carin-Isabel; Publication Date: 08/17/1998 Revision Date: 10/14/1998 Product Type: Case (Library) Product Description: In 1994, just 10 years after its filmed entertainment division lost $33 million, Disney's animated creation ``The Lion King'' became the second highest grossing film ever. In addition to drawing $740 million in worldwide box office sales, Lion King merchandise sales exceeded $1.5 billion. This case describes Disney CEO Michael Eisner's strategy in rebuilding the filmed entertainment division, the making of ``The Lion King,'' and the design and execution of a mini-Lion King retail industry. Along with the movie's achievements, Disney was experiencing internal chaos. Teaching Purpose: To demonstrate Disney's ability to leverage the value of its creative content across its divisions. May be used with: (9-899-042) Disney's ``The Lion King'' (B): The Synergy Group; (9-899-043) Disney's ``The Lion King'' (C): Repeat Performance. HBS Number: 9-899-041 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $10 billion revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis   Add     15 pp.  Teaching Note For use with 9-899-041 HBS Number: 5-899-098 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management    Disney’s "The Lion King" (B): The Synergy Group   Add   View  2 pp.  Case Author(s): Rayport, Jeffrey F.; Knoop, Carin-Isabel; Publication Date: 08/17/1998 Revision Date: 10/06/1998 Product Type: Case (Library) Product Description: In the late 1980s, Disney CEO Michael Eisner introduced a synergy group to the company's organizational structure. The synergy group was responsible for keeping all of Disney's divisions informed and updated on company projects and marketing strategies. Teaching Purpose: To demonstrate how Disney's internal structure helped the company maximize asset value from its creative content. May be used with: (9-899-041) Disney's ``The Lion King'' (A): The $2 Billion Movie; (9-899-043) Disney's ``The Lion King'' (C): Repeat Performance. HBS Number: 9-899-042 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $10 billion revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis   Add     15 pp.  Teaching Note For use with 9-899-042 HBS Number: 5-899-098 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management    Disney’s "The Lion King" (C): Repeat Performance   Add   View  3 pp.  Case Rayport, Jeffrey F.; Knoop, Carin-Isabel; Reavis, Cate Three of Disney's animated films that followed "The Lion King"--"Pocahontas," "Toy Story," and "The Hunchback of Notre Dame"--were significantly less successful at the box office and in retail sales. Meanwhile, Disney was focusing on developing live-action blockbusters. Teaching Purpose: To have students consider whether success of "The Lion King" was due to close collaboration between Disney's divisions in marketing and selling the film, or whether the movie's content was the primary force behind its triumph. Why hadn't the company produced another Lion King? May be used with: (9-899-041) Disney's "The Lion King" (A): The $2 Billion Movie; (9-899-042) Disney's "The Lion King" (B): The Synergy Group. HBS Number: 9-899-043 Type: Case (Library) Publication Date: 8/17/1998 Revision Date: 10/6/1998 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $12 billion revenues Event Year Start: 1995 Event Year End: 1996 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis   Add     15 pp.  Teaching Note For use with 9-899-043 HBS Number: 5-899-098 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management    Doral Costa   Add   View  17 pp.  Case Author(s): Poorvu, William J.; Segel, Arthur I.; Silverstein, Amy Publication Date: 08/28/2001 Revision Date: 12/07/2006 Product Type: Case (Field) HBS Number: 9-802-023 Geographic Setting: Miami, FL Industry Setting: Real estate; Real estate developments Event Year Start: 2000 Event Year End: 2000 Subjects: Acquisitions; Real estate; Real estate investment Academic Discipline: Service management Product Description: Doral Costa is a proposed 277,803 square foot Class A office park development in Miami, FL. Trammell Crow Co. would like to develop this office park in joint venture with a partner. Samantha Spar, the acquisitions partner at Titan Associates, a large real estate institutional advisory firm, must decide whether to recommend participation in this development to her client, QRS, a public pension fund. Samantha must evaluate this location, the Southern Florida office market, the proposed building design, the lease-up and financial projections, the economic terms of the deal, and the potential partner to make a decision.    Dubai Internet City: Serving Business   Add   View  40 pp.  Case Author(s): Horovitz, Jacques; Ohlsson, Anne-Valerie Publication Date: 01/01/2004 Revision Date: 01/07/2005 Product Type: Case (Field) Publisher: IMD - International Institute for Management Development HBS Number: IMD224 Number of Employees: 400 Event Year Start: 2000 Event Year End: 2004 Subjects: Growth strategy; Information technology; International business; Services; Telecommunications Academic Discipline: Service management Supplementary Materials: Teaching Note, (IMD225), 14p, by Jacques Horovitz, Anne-Valerie Ohlsson Product Description: Dubai Internet City (DIC) was inaugurated in October 2000. Despite carrying the name “Internet,” the free zone was designed as a hub for all information and communications technology companies. Although the original plan focused primarily on real estate, the shift to an innovative, one-stop approach was almost immediate. DIC not only offered its clients office space, but handled visas, incorporation, travel bookings, work permits, etc. To support clients further, DIC set up a state-of-the-art telecommunications company. This was the first in a series of businesses that DIC launched to serve customers and then spin-off as stand-alone entities. The park's objective was to help companies do business in the area while making it as easy as possible to operate out of Dubai. The fact that the park operated inside a free zone meant that it could offer clients attractive deals such as 100% foreign ownership, no tax, or 100% repatriation of capital. The large concentration of companies working from a single location (600 by 2004) also created networking opportunities, which the company further supported through organized events. By 2004, the company had reached the objectives it had set for 2007 and began looking at different options: internationalizing by either building, operating, or advising on si    Dubai Internet City: Serving Business, Teaching Note   Add     14 pp.  Teaching Note Author(s): Horovitz, Jacques; Ohlsson, Anne-Valerie Publication Date: 07/30/2004 Product Type: Teaching Note Publisher: IMD - International Institute for Management Development HBS Number: IMD225 Academic Discipline: Service management Product Description: Teaching Note to (IMD224). Must be used with: (IMD224) Dubai Internet City: Serving Business.    Dunfey Hotels Corp.   Add     10 pp.  Teaching Note For use with 9-581-114 HBS Number: 5-585-122 Subjects: Hotels & motels; Market definition; Market segmentation; Marketing planning; Marketing strategy    Dunfey Hotels Corp., Teaching Note   Add     8 pp.  Teaching Note Author(s): Lovelock, Christopher H.; Dolan, Robert J. Publication Date: 09/18/1984 Product Type: Teaching Note HBS Number: 5-585-057 Academic Discipline: Service management Product Description: Teaching Note for (9-581-114). Must be used with: (9-581-114) Dunfey Hotels Corp.    E! Online (A): www.eonline.com   Add   View  34 pp.  Case Author(s): Rayport, Jeffrey F.; Ardito, Carrie L.; Lo Publication Date: 04/08/1998 Product Type: Case (Field) Product Description: E! Online is the on-line brand extension of the cable-TV channel dedicated to entertainment news. E! Online must compete with other entertainment sites on the web, as well as create synergy between E! Online and E! Entertainment Television in order to build a mega-brand on the web. HBS Number: 9-898-010 Geographic Setting: Los Angeles, CAIndustry Setting: entertainmentNumber of Employees: 51 Event Year Start: 1998Event Year End: 1998 Subjects: Brands; Entertainment industry; Information technology; Internet; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management Supplementary Materials: Supplement (Field), (9-898-224), 1p, by Jeffrey F. Rayport, Dickson L. Louie    E! Online (B)   Add   View  1 pp.  Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 04/08/1998 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-898-010) E! Online (A): www.eonline.com. HBS Number: 9-898-224 Geographic Setting: Industry Setting: Subjects: Brands; Entertainment industry; Information technology; Internet; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management    Earle Palmer Brown (A)   Add   View  22 pp.  Case Jones, Thomas O. The CEO of one of the top 25 advertising agencies confronts major changes in the marketplace. He chooses to reengineer the firm. HBS Number: 9-398-012 Type: Case (Field) Publication Date: 7/10/1997 Geographic Setting: Washington, DC Industry Setting: advertising Number of Employees: 1,000 Gross Revenues: $400 million revenues Event Year Start: 1994 Event Year End: 1994 Subjects: Advertising; Reengineering; Service management Supplementary Materials: Supplement (Field), (9-398-014), 4p, by Thomas O. Jones    Earle Palmer Brown (B)   Add   View  4 pp.  Case Author(s): Jones, Thomas O. Publication Date: 07/10/1997 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-398-012) Earle Palmer Brown (A). HBS Number: 9-398-014 Subjects: Advertising; Reengineering; Service management Academic Discipline: Service management    e-Consulting   Add   View  28 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Landry, Publication Date: 04/25/2000 Product Type: Note Product Description: Provides an overview of the history and development of the e-consulting industry, as well as the issues facing it. HBS Number: 9-800-312 Subjects: Consulting; Consulting firms; Electronic commerce; Management of professionals; Professional services; Service organizations Academic Discipline: Service management    Egghead.com   Add   View  18 pp.  Case Rayport, Jeffrey F.; Dann, Jeremy; Schmults, Rob Egghead Software was an entrenched traditional chain retailer specializing in computer software and peripherals until early 1998, by which point it had established a nationwide chain of mall and shopping center stores and a well-organi HBS Number: 9-898-283 Type: Case (Field) Publication Date: 6/12/1998 Revision Date: 1/11/2000 Geographic Setting: Unspecified Industry Setting: computers Gross Revenues: $1 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Electronic commerce; Information technology; Retailing industry; Software industry; World Wide Web    Eggrock Partners, LLC (A)   Add   View  14 pp.  Case DeLong, Thomas J.; Hart, Myra; Peyus, Sharon I. Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to reach consensus about what business(es) the company should be in. Each of the three partners has differing views of what the company should be doing to develop and maintain strong customer relationships. Teaching Purpose: To challenge students to determine competitive positioning in a climate where markets are changing, customers are demanding more from the organization, and employees want to continue to grow and develop. HBS Number: 9-800-047 Type: Case (Field) Publication Date: 9/8/1999 Geographic Setting: Unspecified Industry Setting: system integration solutions Number of Employees: 75 Event Year Start: 1999 Event Year End: 1999 Subjects: Growth strategy; Market positioning; Professional services Supplementary Materials: Supplement (Field), (9-800-171), 2p, by Thomas J. DeLong, Myra Hart, Sharon I. Peyus   Add     14 pp.  Teaching Note For use with 9-800-047 HBS Number: 5-801-016 Subjects: Growth strategy; Market positioning; Professional services    Eggrock Partners, LLC (B)   Add   View  2 pp.  Case Author(s): DeLong, Thomas J.; Hart, Myra; Peyus, Shar Publication Date: 01/25/2000 Revision Date: 09/29/2000 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-800-047) Eggrock Partners, LLC (A). HBS Number: 9-800-171 Subjects: Growth strategy; Market positioning; Professional services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-016), 14p, by Thomas J. DeLong, Ashish Nanda, Stephanie Woerner   Add     14 pp.  Teaching Note For use with 9-800-171 HBS Number: 5-801-016 Subjects: Growth strategy; Market positioning; Professional services    Enspire Learning   Add   View  23 pp.  Case   Add     10 pp.  Teaching Note For use with 9-802-001 HBS Number: 5-802-153 Subjects: Education; Entrepreneurship; Implementation; Information technology; Internet; Organizational design; Service management    Euro Disney: The First 100 Days   Added   View  23 pp.  Case Author(s): Loveman, Gary; Schlesinger, Leonard A.; An Publication Date: 08/13/1992 Revision Date: 06/04/1993 Product Type: Case (Library) Product Description: The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of Euro Disney in France, however, there has become reason to doubt the international appeal of the formula. The case documents issues involved with Euro Disney. Examines the transferability of a successful service concept across international boundaries. HBS Number: 9-693-013 Geographic Setting: Paris, France Industry Setting: entertainment Company Size: large Number of Employees: 16,000 Gross Revenues: $1 billion revenues Event Year Start: 1992 Event Year End: 1992 Subjects: Entertainment industry; France; International business; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-082), 12p, by Gary Loveman, Robert T. Anthony   Add     12 pp.  Teaching Note For use with 9-693-013 HBS Number: 5-693-082 Subjects: Entertainment industry; France; International business; Service management    Everdream   Add   View  21 pp.  Case Hallowell, Roger; Darwall, Christina Silicon Valley start-up Everdream wants to turn the provision of PC's to small business into a turn key service including excellent 24/7 support. This case explores what it will take to do this by focusing on the question of what, if anything, Everdream can guarantee. Teaching Purpose: Illustrates the role of service in high technology, the effect it has on "infinite scalability," and the role of a guarantee in delivering and marketing service. HBS Number: 9-800-251 Type: Case (Field) Publication Date: 4/4/2000 Revision Date: 6/20/2000 Geographic Setting: Silicon Valley, CA Industry Setting: high technology Company Size: start-up Event Year Start: 2000 Event Year End: 2000 Subjects: California Research Center; Computer services; Entrepreneurship; High technology; Internet; Operations management; Service management; Silicon Valley Supplementary Materials: Teaching Note, (5-800-401), 12p, by Roger Hallowell   Add     25 pp.  Teaching Note For use with 9-800-251 HBS Number: 5-802-168 Subjects: California Research Center; Computer services; Entrepreneurship; High technology; Internet; Operations management; Service management; Silicon Valley    Fairfield Inn (A)   Add   View  22 pp.  Case Heskett, James L.; Ray, Kenneth The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to whether to offer franchises and in what form, considering the need to protect its unique concept. May be used with: (9-692-005) Fairfield Inn (B). HBS Number: 9-689-092 Type: Case (Field) Publication Date: 6/30/1989 Revision Date: 5/21/1993 Geographic Setting: United States Industry Setting: hotel Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Franchising; Hotels & motels; Human resources management; Personnel management Supplementary Materials: Teaching Note, (5-693-025), 12p, by James L. Heskett; Teaching Note, (5-692-086), 22p, by Leonard A. Schlesinger, Roger Hallowell   Add     21 pp.  Teaching Note For use with 9-689-092 HBS Number: 5-692-086 Subjects: Franchising; Hotels & motels; Human resources management; Personnel management    Fairfield Inn (Abridged)   Add   View  10 pp.  Case Heskett, James L. The vice president at Fairfield Inn transfers a request by one of his managers to order performance standards for his unit. At the same time, the management of the chain must decide how fast and in what manner to grow the chain. Teaching Purpose: To illustrate the "cycle of capability" in delivering services. To discuss the strengths and weaknesses of franchising. HBS Number: 9-396-170 Type: Case (Field) Publication Date: 11/21/1995 Revision Date: 7/24/1997 Geographic Setting: United States Industry Setting: hotel Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Franchising; Hotels & motels; Human resources management; Personnel management    Fairfield Inn (B)   Add   View  2 pp.  Case Heskett, James L. 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, control, and the consistency of an operating strategy. May be used with: (9-689-092) Fairfield Inn (A). HBS Number: 9-692-005 Type: Case (Field) Publication Date: 7/5/1991 Revision Date: 5/21/1993 Geographic Setting: United States Industry Setting: hospitality Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1990 Event Year End: 1990 Subjects: Hotels & motels; Incentives; Operations management; Performance measurement; Quality control; Service management    Family Feud: Andersen vs. Andersen (A)   Add   View  22 pp.  Case Author(s): Nanda, Ashish; Landry, Scot Publication Date: 11/17/1999 Revision Date: 02/16/2002 Product Type: Case (Library) Product Description: Traces the history and development of consulting within Andersen and the history of the schism between Arthur Andersen and Andersen Consulting. Ends with the two units seeking external arbitration of their dispute. Teaching Purpose: To study the internal tensions of management of a multidisciplinary professional services firm. May be used with: (9-800-210) Family Feud: Andersen vs. Andersen (B). HBS Number: 9-800-064 Geographic Setting: Global Industry Setting: consulting, accounting, professional services Company Size: large Number of Employees: 90,000 Gross Revenues: $14 billion revenues Event Year Start: 1989 Event Year End: 1999 Subjects: Business policy; Consulting; Corporate governance; Management of professionals; Organizational design; Professional services Academic Discipline: Service management    Family Feud: Andersen vs. Andersen (A) and (B), Teaching Note   Add     19 pp.  Teaching Note Author(s): Nanda, Ashish; Prusiner, Lauren Publication Date: 10/01/2004 Revision Date: 03/24/2008 Product Type: Teaching Note HBS Number: 905033 Academic Discipline: Service management Product Description: Teaching Note to (9-800-064) and (9-800-210). Must be used with: (800064) Family Feud: Andersen vs. Andersen (A); (800210) Family Feud: Andersen vs. Andersen (B).    Family Feud: Andersen vs. Andersen (B)   Add   View  8 pp.  Case Nanda, Ashish; Landry, Scot Arbitration proceedings have been initiated between Andersen Consulting and Arthur Andersen. The case details developments during 1999 and 2000, as the arbitration nears a decision. Teaching Purpose: To study the break-up process of a multidisciplinary professional services firm. May be used with: (9-800-064) Family Feud: Andersen vs. Andersen (A). HBS Number: 9-800-210 Type: Case (Library) Publication Date: 4/10/2000 Revision Date: 7/17/2000 Geographic Setting: Global Industry Setting: consulting Company Size: large Number of Employees: 100,000 Gross Revenues: $20 billion revenues Event Year Start: 1999 Event Year End: 2000 Subjects: Business policy; Consulting; Corporate governance; Management of professionals; Organizational design; Professional services    Federal Express: The Money Back Guarantee (A)   Add   View  4 pp.  Case Hart, Christopher W.L. Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem. HBS Number: 9-690-004 Type: Case (Field) Publication Date: 10/27/1989 Geographic Setting: Tennessee Industry Setting: air freight Company Size: mid-size Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Supplementary Materials: Supplement (Field), (9-690-005), 3p, by Christopher W.L. Hart; Supplement (Field), (9-690-006), 2p, by Christopher W.L. Hart; Supplement (Field), (9-690-007), 2p, by Christopher W.L. Hart; Supplement (Field), (9-690-008), 4p, by Christopher W.L. Hart; Teaching Note, (5-690-034), 10p, by Christopher W.L. Hart   Add     8 pp.  Teaching Note For use with 9-690-004 HBS Number: 5-690-034 Subjects: Air freight service; Customer relations; Customer service; Diversity; Organizational management; Organizational structure; Quality control; Services; Transportation; Volunteers    Federal Express: The Money Back Guarantee (B)   Add   View  3 pp.  Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-005 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation   Add     8 pp.  Teaching Note For use with 9-690-005 HBS Number: 5-690-034 Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation    Federal Express: The Money Back Guarantee (C)   Add   View  2 pp.  Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-006 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation   Add     8 pp.  Teaching Note For use with 9-690-006 HBS Number: 5-690-034 Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation    Federal Express: The Money Back Guarantee (D)   Add   View  2 pp.  Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-007 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation   Add     8 pp.  Teaching Note For use with 9-690-007 HBS Number: 5-690-034 Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation    Federal Express: The Money Back Guarantee (E)   Add   View  4 pp.  Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-008 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation   Add     8 pp.  Teaching Note For use with 9-690-008 HBS Number: 5-690-034 Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation    First Direct (A)   Add   View  30 pp.  Case Rayport, Jeffrey F.; Louie, Dickson L. Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to n HBS Number: 9-897-079 Type: Case (Field) Publication Date: 2/19/1997 Revision Date: 4/9/1998 Geographic Setting: Leeds, U.K. Industry Setting: banking (retail) Number of Employees: 2,600 Event Year Start: 1996 Event Year End: 1996 Subjects: Bank management; Customer service; Direct marketing; Information technology; Marketing strategy; Service management; United Kingdom Supplementary Materials: Supplement (Library), (9-898-145), 2p, by Jeffrey F. Rayport, Carrie L. Ardito    First Direct (B)   Add   View  2 pp.  Case Author(s): Rayport, Jeffrey F.; Ardito, Carrie L. Publication Date: 04/09/1998 Product Type: Supplement (Library) Product Description: Supplements the (A) case. Must be used with: (9-897-079) First Direct (A). HBS Number: 9-898-145 Geographic Setting: Industry Setting: Subjects: Bank management; Customer service; Direct marketing; Information technology; Marketing strategy; Service management; United Kingdom Academic Discipline: Service management    First Six Months: Launching a PSF Career   Add   View  4 pp.  Case Nanda, Ashish; DeLong, Thomas J.; Landry, Scot Presents two situations: 1) two graduating MBAs from Harvard Business School compare and contrast their strategies for getting off to a good start in consulting, and 2) a junior consultant has to deal with the reception of difficult feedback in his very first performance review. Teaching Purpose: To help students reflect on: 1) developing a strategy to ensure a good start in professional services, and 2) ensuring a quick turnaround if they do not start well. HBS Number: 9-800-373 Type: Case (Gen Exp) Publication Date: 4/22/2000 Revision Date: 4/27/2000 Geographic Setting: Boston, MA Industry Setting: consulting Event Year Start: 1999 Event Year End: 2000 Subjects: Career advancement; Careers & career planning; Consulting; Management of professionals; Performance appraisal; Professional services   Add     14 pp.  Teaching Note For use with 9-800-373 HBS Number: 5-801-138 Subjects: Career advancement; Careers & career planning; Consulting; Management of professionals; Performance appraisal; Professional services    First Union Corporation (A): Future Bank, Teaching Note   Add     25 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 01/25/2008 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608049 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (602013) First Union Corp. (A): Future Bank.    Florida Power & Light’s Quality Improvement Program   Add   View  15 pp.  Case Hart, Christopher W.L.; Livingston, Joan S. Describes a major electric utility's highly successful effort to institute a comprehensive quality improvement program throughout the organization. Designed to be used in a comparative analysis of the quality improvement effort describ HBS Number: 9-688-043 Type: Case (Field) Publication Date: 12/1/1987 Revision Date: 8/15/1990 Geographic Setting: Florida Industry Setting: electric utility Company Size: large Event Year Start: 1981 Event Year End: 1987 Subjects: Electric power; Organizational change; Participatory management; Productivity; Public utilities; Quality control; Services; Strategy implementation    Ford Motor Co.: Dealer Sales and Service   Add   View  21 pp.  Case Schlesinger, Leonard A.; Pelofsky, Mark Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these HBS Number: 9-690-030 Type: Case (Field) Publication Date: 11/22/1989 Revision Date: 2/28/1992 Geographic Setting: United States Industry Setting: automotive Company Size: Fortune 500 Gross Revenues: $90 billion sales Event Year Start: 1989 Event Year End: 1989 Subjects: Automobiles; Customer relations; Customer service; Franchising; Services Supplementary Materials: Supplement (Exercise), (9-690-061), 7p, by Leonard A. Schlesinger; Teaching Note, (5-690-062), 33p, by Leonard A. Schlesinger, Mark Pelofsky   Add     33 pp.  Teaching Note For use with 9-690-030 HBS Number: 5-690-062 Subjects: Automobiles; Customer relations; Customer service; Franchising; Services    Four Seasons Goes to Paris: “53 Properties, 24 Countries, 1 Philosophy”   Added   View  24 pp.  Case Author(s): Hallowell, Roger; Knoop, Carin-Isabel; Bow Publication Date: 12/12/2002 Revision Date: 01/08/2003 Product Type: Case (Field) Product Description: Illustrates how Four Seasons manages hotels in countries with strong and distinct national cultures. Focuses on how the chain meets its exacting service standards in a variety of settings worldwide, with special attention on France. Teaching Purpose: To explore the role of organizational values and culture in a global strategy, leading to the development of a framework illustrating what differs and what remains constant in a service organization across multiple national settings. HBS Number: 9-803-069 Geographic Setting: France Industry Setting: hospitality Event Year Start: 2002 Event Year End: 2002 Subjects: France; Globalization; Hotels & motels; Human resources management; Organizational behavior; Service management; Values Academic Discipline: Service management    Four Seasons Hotels and Resorts   Add   View  26 pp.  Case Author(s): Hallowell, Roger Publication Date: 06/29/2000 Product Type: Case (Field) Product Description: Four Seasons has a love/hate relationship with technology, including the best web site in the industry. This case examines how a leading service delivers high tech/high touch, including its progressive human resource strategy. Teaching Purpose: Presents a contingent view on the use of technology for a service organization striving to be high tech/high touch. HBS Number: 9-800-385 Geographic Setting: Canada Industry Setting: hotels and resorts Number of Employees: 2,000 Subjects: Canada; Hotels & motels; Human resources management; Internet; Service management; Services; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-048), 13p, by Roger Hallowell   Add     13 pp.  Teaching Note For use with 9-800-385 HBS Number: 5-801-048 Subjects: Canada; Hotels & motels; Human resources management; Internet; Service management; Services; Technology    Francis, Berther and Alfreed   Add   View  18 pp.  Case Author(s): Maister, David H.; Foote, John P.; Doyle, Publication Date: 12/01/1980 Revision Date: 09/22/1987 Product Type: Case (Field) Product Description: At a large advertising agency, a campaign for a major account develops problems at the last minute, and the campaign must be redone. The management supervisor must determine what went wrong, who was to blame, and what to do about it. HBS Number: 9-681-060 Geographic Setting: New York, NY Industry Setting: advertising agency Company Size: large Event Year Start: 1980 Event Year End: 1980 Subjects: Advertising; Advertising campaigns; Business services; Project management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-682-013), 13p, by David H. Maister   Add     11 pp.  Teaching Note For use with 9-681-060 HBS Number: 5-682-013 Subjects: Advertising; Advertising campaigns; Business services; Project management    Frontgate Catalog   Add   View  36 pp.  Case Rayport, Jeffrey F.; Ardito, Carrie L. Frontgate is a high-end, Lebanon, Ohio-based catalog. The decision-makers are trying to determine how much financial and personnel resources to invest in the development of a Web site. The decision is being made in light of branding issues and competitor's Web efforts. Teaching Purpose: Analysis and economics of customer acquisition and retention in traditional and new media direct marketing. HBS Number: 9-898-080 Type: Case (Field) Publication Date: 1/28/1998 Geographic Setting: Lebanon, OH Industry Setting: direct mail Event Year Start: 1997 Event Year End: 1997 Subjects: Direct marketing; Information technology; Marketing strategy; Retailing; Service management    Gain Sharing at Star Cablevision Group   Add   View  24 pp.  Case Schlesinger, Leonard A.; Greene, Sarah Describes Star's experiment with gain sharing over a three-year period. Background on the industry and company's history are provided to establish the context for the shift to pay-for-performance. Describes the three different gain sharing programs, the resulting payouts, and organizational impact. HBS Number: 9-692-012 Type: Case (Field) Publication Date: 8/1/1991 Revision Date: 2/16/1992 Geographic Setting: Fond du Lac, WI Industry Setting: cable television Number of Employees: 326 Event Year Start: 1988 Event Year End: 1990 Subjects: Communications industry; Employee compensation; Employee empowerment; Human resources management; Service management Supplementary Materials: Teaching Note, (5-692-013), 14p, by Leonard A. Schlesinger, Sarah Greene, Roger Hallowell   Add     14 pp.  Teaching Note For use with 9-692-012 HBS Number: 5-692-013 Subjects: Communications industry; Employee compensation; Employee empowerment; Human resources management; Service management

Gain Sharing at Star Cablevision Group   Add   View  24 pp.  Case Author(s): Schlesinger, Leonard A.; Greene Flaherty, Sarah Publication Date: 08/01/1991 Revision Date: 02/16/1992 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 692012 Geographic Setting: Wisconsin Number of Employees: 326 Event Year Start: 1988 Event Year End: 1990 Subjects: Employee empowerment; Human resources management; Compensation; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (692013), 14p, by Sarah Greene Flaherty, Roger Hallowell Product Description: Describes Star's experiment with gain sharing over a three-year period. Background on the industry and company's history are provided to establish the context for the shift to pay-for-performance. Describes the three different gain sharing programs, the resulting payouts, and organizational impact.    Gateway: Moving Beyond the Box, Teaching Note   Add     26 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 07/25/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608050 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (601038) Gateway: Moving Beyond the Box.    Geffen Records   Add   View  31 pp.  Case Author(s): Rayport, Jeffrey F. Publication Date: 04/09/1998 Product Type: Case (Field) Product Description: Geffen Records faces new challenges due to emerging technologies, namely, streaming audio and CD-recordable drives. These technologies have the ability to reshape the foundation on which the music industry is founded. A rewritten version of an earlier case. May be used with: (9-398-114) The U.S. Record Industry in 1997. HBS Number: 9-898-234 Geographic Setting: Los Angles, CAIndustry Setting: entertainmentGross Revenues: $500 million revenues Event Year Start: 1998Event Year End: 1998 Subjects: Entertainment industry; Information technology; Marketing strategy; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-403), 17p, by Jeffrey F. Rayport   Add     17 pp.  Teaching Note For use with 9-898-234 HBS Number: 5-396-403 Subjects: Entertainment industry; Information technology; Marketing strategy; Service management    Girl Scouts of the U.S.A. (A)   Add   View  27 pp.  Case Author(s): Heskett, James L. Publication Date: 11/17/1989 Revision Date: 06/30/1993 Product Type: Case (Field) Product Description: The national executive director of the Girl Scouts of the U.S.A. is reviewing the accomplishments of her administration as she prepares to leave her job. The case enables a class to review the ways in which the organization accomplishes what it does, including the effective use of volunteers and directors as well as a highly effective planning process designed to develop consensus concurrent with the management of the organization. The fact that Peter Drucker has referred to the Girl Scouts of the U.S.A. as the best-managed organization in the United States makes a general review of this case material worthwhile. May be used with: (9-690-046) Girl Scouts of the U.S.A. (B); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 9-690-044 Geographic Setting: New York Industry Setting: nonprofit organization Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Nonprofit organizations; Planning; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 14p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell; Case Video, (9-891-508), 18 min, by James L. Heskett   Add     12 pp.  Teaching Note Author(s): Heskett, James L.; Schlesinger, Leonard A.; Pelofsky, Mark Publication Date: 05/02/1990 Product Type: Teaching Note Product Description: Teaching Note for (9-690-044), (9-690-046), and (9-690-047). Must be used with: (9-690-046) Girl Scouts of the U.S.A. (B); (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 5-690-072 Subjects: Nonprofit organizations; Planning; Social enterprise Academic Discipline: Service management    Girl Scouts of the U.S.A. (B)   Add   View  3 pp.  Case Author(s): Heskett, James L. Publication Date: 11/21/1989 Product Type: Case (Field) Product Description: The new executive director of a ``renegade'' Girl Scout Council has just fired all 25 members of her staff, giving little promise of cooperating with the National organization in the process. Although action on the part of the National management consultant to the local council is required, alternatives are limited. Specifically, the management consultant has to decide whether to request a Charter Compliance Audit which eventually could lead to the revocation of the council's charter. May be used with: (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 9-690-046 Geographic Setting: New York, NY Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Decentralization; Franchising; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 12p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell   Add     8 pp.  Teaching Note For use with 9-690-046 HBS Number: 5-692-097 Subjects: Decentralization; Franchising; Nonprofit organizations; Social enterprise    Girl Scouts of the U.S.A. (C)   Add   View  4 pp.  Case Author(s): Heskett, James L. Publication Date: 11/22/1989 Product Type: Case (Field) Product Description: The National executive director of the Girl Scouts of the U.S.A. is faced with the decision about what further to do to encourage five recalcitrant local councils to adhere to the organization's standards limiting the number of local councils' sales of products. It is part of a continuing test of the National organization's ability to coordinate and maintain standards for the activities of its 334 local councils. May be used with: (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-046) Girl Scouts of the U.S.A. (B). HBS Number: 9-690-047 Geographic Setting: New York, NY Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Decentralization; Franchising; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 12p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell   Add     8 pp.  Teaching Note For use with 9-690-047 HBS Number: 5-692-097 Subjects: Decentralization; Franchising; Nonprofit organizations; Social enterprise    Global Financial Corp.   Add   View  9 pp.  Case Holloway, Charles A.; Bonini, Charles P. Global Financial, a subsidiary of a major heavy equipment manufacturer, makes loans to customers for purchases of the parent company equipment. Global Financial's loan application process is the major subject of this case. Customers are unhappy with the slowness of the process, and a major competitor promises to process loans much faster. The details of the processing system, including historical data, are included. This allows examination of bottlenecks in the system, and suggestions for possible system design changes. HBS Number: OIT20 Type: Case (Field) Publication Date: 1/1/1997 Geographic Setting: California Industry Setting: financial Event Year Start: 1996 Event Year End: 1996 Subjects: Capacity planning; Financial services; Process analysis; Reengineering; Simulation; Systems analysis Supplementary Materials: Teaching Note, (OIT20T), 14p, by Charles A. Holloway, Charles P. Bonini Publisher: Publisher:Stanford University   Add     14 pp.  Teaching Note For use with OIT20 HBS Number: OIT20T Subjects: Capacity planning; Financial services; Process analysis; Reengineering; Simulation; Systems analysis    Goldman Sachs IPO (A)   Add   View  23 pp.  Case Author(s): Nanda, Ashish; Salter, Malcolm S.; Groysberg, Boris; Matthews, Sarah G. Publication Date: 09/20/1999 Revision Date: 04/14/2006 Product Type: Case (Library) HBS Number: 9-800-016 Geographic Setting: New York, NY Industry Setting: Investment banking Event Year Start: 1998 Event Year End: 1998 Subjects: Corporate governance; Investment banking; IPO Academic Discipline: Service management Product Description: Addresses the proposed IPO and raises questions regarding how agency costs may rise or fall as Goldman converts from a private partnership to a public limited corporation.    Grupo IUSACELL (A)   Add   View  24 pp.  Case Loveman, Gary; Carrigan, Linda Describes the challenges facing a cellular telephone company in Mexico as it positions itself in the explosive cellular market and prepares to become a full-service telecommunications provider. Faced with declining market share, revenues per subscriber, and operating income, IUSACELL attempts to understand the economics of its customers and define its customer acquisition and retention strategies. HBS Number: 9-395-028 Type: Case (Field) Publication Date: 8/5/1994 Geographic Setting: Mexico City Industry Setting: telecommunications Number of Employees: 2,000 Gross Revenues: $229 million revenues Event Year Start: 1993 Event Year End: 1994 Subjects: Customer service; Mexico; Service management; Telecommunications Supplementary Materials: Teaching Note, (5-395-103), 36p, by Gary Loveman, Jamie O'Connell   Add     36 pp.  Teaching Note For use with 9-395-028 HBS Number: 5-395-103 Subjects: Customer service; Mexico; Service management; Telecommunications    Habitat for Humanity International   Add   View  22 pp.  Case Author(s): Loveman, Gary; Slavitt, Andrew Publication Date: 09/13/1993 Revision Date: 01/05/1994 Product Type: Case (Field) Product Description: Habitat for Humanity, a not-for-profit, volunteer-based home builder, is coping with years of rapid growth and success. They now face a series of options to continue their successful course and must make corresponding organizational adjustments. Teaching objectives involve applying lessons learned in the Service Management course to this unique organization: specifically, can they think of themselves as a customer-focused organization and maintain their mission and culture, what are their best options for strategic growth, and how do they mobilize human resources and a headquarters organization at a grassroots nonprofit? HBS Number: 9-694-038 Geographic Setting: Georgia Industry Setting: nonprofit Gross Revenues: $110 million revenues Event Year Start: 1993 Event Year End: 1993 Subjects: Nonprofit organizations; Service management; Social enterprise; Social services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-395-146), 26p, by Gary Loveman, Jamie O'Connell   Add     25 pp.  Teaching Note For use with 9-694-038 HBS Number: 5-395-146 Subjects: Nonprofit organizations; Service management; Social enterprise; Social services    Hal Rosenbluth (A)   Add   View  4 pp.  Case Meyer, Kathleen; Wattenberg, Laura Hal Rosenbluth joined his family's 100-year-old travel agency just as the industry was on the brink of transformation by airline deregulation and computer technology. Excited by the potential of the new travel environment, Rosenbluth m HBS Number: 9-996-043 Type: Case (Field) Publication Date: 3/1/1996 Geographic Setting: Philadelphia, PA Number of Employees: 3,500 Gross Revenues: $30 million revenues Event Year Start: 1974 Event Year End: 1995 Subjects: Corporate culture; Customer service; Deregulation; Ethics; Leadership; Management philosophy; Social enterprise Supplementary Materials: Supplement (Field), (9-996-044), 2p, by Kathleen Meyer, Laura Wattenberg; Teaching Note, (5-996-045), 4p, by Kathleen Meyer, Laura Wattenberg; Case Video, (9-996-546), 5 min, by Kathleen Meyer, Laura Wattenberg Publisher: Publisher:Business Enterprise Trust    HCL America   Add     25 pp.  Teaching Note For use with 9-396-030 HBS Number: 5-396-385 Subjects: International operations; Market segmentation; Professionals; Services; Silicon Valley; Software; Sourcing    HCL America   Add   View  19 pp.  Case Author(s): Loveman, Gary; O'Connell, Jamie Publication Date: 09/29/1995 Revision Date: 03/25/1996 Product Type: Case (Field) Product Description: Shows students how a custom software programming company takes advantage of differences between the United States and India in the cost of skilled labor (software engineers) to give its customers rare expertise and lower prices. Asks students to examine the company from its customers' point of view. HCL America offers customers three ways to purchase its services. The company can send its engineers to work on customers' premises on a temporary basis; do programming projects at its U.S. facilities, or send work to its ``software factories'' in India. A range of factors, including cost, determine which of these methods is best for a particular customer's project. Customers who send work to India often save 50% off the costs of doing the work in the United States. The decision point presents a potential customer, Sateesh Lele, who must decide whether to hire HCL America or a competitor, or use his own staff, for a particular project. If he hires HCL America, he must decide between three methods of work--on-site, in the United States, or in India. HBS Number: 9-396-030 Geographic Setting: California & India Industry Setting: contract software programming Number of Employees: 250 Gross Revenues: $23 million revenues Event Year Start: 1995 Event Year End: 1995 Subjects: International operations; Market segmentation; Professionals; Services; Silicon Valley; Software; Sourcing Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-385), 26p, by Gary Loveman, Jamie O'Connell    Influencing Customer Behavior in Service Operations   Add   View  8 pp.  Case Author(s): Frei, Frances X.; Edmondson, Amy C. Publication Date: 03/10/2006 Product Type: Note Product Description: Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior through the use of rational incentives, and normative control, which engages human emotions, motivating through the near-universal desire to be perceived in a positive light. May be used with: (5-606-082) Zipcar: Influencing Customer Behavior, Teaching Note. HBS Number: 9-606-061 Industry Setting: Service industries Subjects: Behavior; Group behavior; Human behavior; Management controls; Motivation; Service management Academic Discipline: Service management    Infosys Technologies   Add   View  23 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J. Publication Date: 05/09/2001 Revision Date: 05/23/2002 Product Type: Case (Field) Product Description: Creating and sustaining a third-world-based technology company to compete globally (i.e. in the first-world) poses many challenges. Such challenges are examined through the genesis and progression of Infosys Technologies Ltd. Key decisions made by Chairman N.R. Narayana Murthy are particularly highlighted. Teaching Purpose: To understand the issues/challenges of doing business across cultures, particularly third-world/first-world. To examine and learn from dynamic business leader N.R. Narayana Murthy. HBS Number: 9-801-445 Geographic Setting: IndiaIndustry Setting: technologyGross Revenues: Rs. 9,214.6 (Indian Rupees) revenue Event Year Start: 1999Event Year End: 1999 Subjects: Cross cultural relations; India; IPO; Leadership; Software; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-902-057), 11p, by Ashish Nanda, Thomas J. DeLong, Ying Liu   Add     11 pp.  Teaching Note For use with 9-801-445 HBS Number: 5-902-057 Subjects: Cross cultural relations; India; IPO; Leadership; Software; Technology    Innovation at Progressive (A) & (B), Teaching Note   Add     38 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 07/27/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608044 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (602175) Innovation at Progressive (A): Pay-As-You-Go Insurance; (601138) Innovation at Progressive (B): Homeowners Insurance.    Intermountain Health Care   Add   View  30 pp.  Case Author(s): Bohmer, Richard; Edmondson, Amy C.; Feldman, Laura R. Publication Date: 10/01/2002 Revision Date: 06/29/2006 Product Type: Case (Field) Product Description: Intermountain Health Care (IHC), an integrated delivery system based in Utah, has adopted a new strategy for managing health care delivery. The approach focuses management attention not only on the facilities where care takes place but also on physician decision making and the care process itself, with the aim of boosting physician productivity and improving care quality, while saving money. This case explores the challenges facing Brent James, executive director of the Institute for Health Care Delivery Research at IHC, as he implements new structures and systems (including a data warehouse for care outcomes, electronic patient records, computer workstations, clinical data support systems, and protocols for care) designed to support clinical process management across a geographically diverse group of physicians with varying levels of interest and dedication to IHC. Also highlights an innovative strategy for creating and disseminating knowledge at the individual and organizational levels to maintain high standards in care delivery. HBS Number: 9-603-066 Geographic Setting: Utah Industry Setting: Health care industry Event Year Start: 2002 Event Year End: 2002 Subjects: Change management; Health care; Health organizations management; Information systems; Innovation; Organizational structure Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-603-082), 23p, by Richard Bohmer, Amy C. Edmondson    International Airlines   Add   View  15 pp.  Case Author(s): Jones, Thomas O. Publication Date: 09/25/1992 Product Type: Case (Gen Exp) Product Description: A frequent flyer for a large international airline encounters typical, but recurring, service problems. The marketing management of the company explores the use of information technology in understanding and dealing with the issues involved. Concepts of database marketing are introduced in a concrete setting. Teaching Purpose: To explore the use of information systems in managing complex customer relationships and marketing communication programs. HBS Number: 9-693-045 Geographic Setting: Europe/United States Industry Setting: airlines Company Size: large Gross Revenues: $3 billion revenues Event Year Start: 1989 Event Year End: 1992 Subjects: Airlines; Customer service; Direct marketing; Information systems; Information technology; Market segmentation; Service management Academic Discipline: Service management    International Profit Associates   Add   View  23 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Mullick, Monica Publication Date: 03/02/2001 Revision Date: 02/07/2004 Product Type: Case (Field) Product Description: Describes the work environment, systems, and processes that allow International Profit Associates (IPA) to follow a systematic four-step approach to providing advisory service to small business owners. Teaching Purpose: To help students understand the dynamics of consulting to small businesses, which are very different from the dynamics of consulting to large clients. HBS Number: 9-801-397 Geographic Setting: Buffalo Grove, IL Industry Setting: consulting Number of Employees: 1,500 Gross Revenues: $132 million revenues Event Year Start: 2000 Event Year End: 2001 Subjects: Business models; Consulting; Professional services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-902-059), 9p, by Ashish Nanda, Thomas J. DeLong, Ying Liu   Add     9 pp.  Teaching Note For use with 9-801-397 HBS Number: 5-902-059 Subjects: Business models; Consulting; Professional services    Internationalization of Services, Module Note   Add   View  13 pp.  Case Author(s): Loveman, Gary Publication Date: 05/05/1993 Revision Date: 12/15/1997 Product Type: Note Product Description: Many industry leading service providers are expanding internationally, with varying degrees of success. This note presents a framework for understanding the managerial challenges facing service firms as they enter foreign markets. In particular, focuses on key managerial tasks for successful internationalization and expands the concept of the "Strategic Service Vision" to include the specific issues associated with cross-border growth. Teaching Purpose: Intended to provide a conceptual framework, grounded in several companies' experiences, for a module on the internationalization of service businesses. HBS Number: 9-693-103 Subjects: Development stage enterprises; Entrepreneurial management; Financial analysis Academic Discipline: Service management    JetBlue Airways: Starting from Scratch   Added   View  20 pp.  Case Author(s): Gittell, Jody Hoffer; O'Reilly, Charles A Publication Date: 02/10/2001 Revision Date: 10/29/2001 Product Type: Case (Field) Product Description: JetBlue Airways shows how an entrepreneurial venture can use human resource management, specifically a values-centered approach to managing people, as a source of competitive advantage. The major challenge faced by Ann Rhoades is to grow this people-centered organization at a rapid rate, while retaining high standards for employee selection and a small company culture. Teaching Purpose: To consider the role of human resource management, leadership, and values in a start-up venture, and to address the tension between a strong organizational culture and rapid growth. HBS Number: 9-801-354 Geographic Setting: New York, NY Industry Setting: airlines Company Size: start-up Number of Employees: 950 Event Year Start: 2000 Event Year End: 2000 Subjects: Airlines; Corporate culture; Entrepreneurship; Human resources management; Recruitment; Unionization; Values; Venture capital Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-386), 6p, by Jody Hoffer Gittell, Charles A. O'Reilly III   Add     6 pp.  Teaching Note For use with 9-801-354 HBS Number: 5-801-386 Subjects: Airlines; Corporate culture; Entrepreneurship; Human resources management; Recruitment; Unionization; Values; Venture capital    Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (A)   Add   View  19 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Thorp, S Publication Date: 03/14/2000 Revision Date: 05/03/2001 Product Type: Case (Field) Product Description: Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of relationships that Greenthal has nurtured over the course of a decade. Despite the best efforts of her team, negotiations appear poised on the edge of an impasse. Greenthal wonders what, if anything, her team can do to help find a better alternative. Teaching Purpose: Helps students explore: 1) how a "relationship manager" in a professional service firm builds and leverages relationships (externally with the key client and internally with team members and complementary departments) to execute critical transactions that are beneficial to the clients as well as the professional service firm; and 2) how effective investment banking teams work together intensively to close potential deals. May be used with: (9-800-242) Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (B). HBS Number: 9-800-213 Geographic Setting: New York, NY, Boston, MAIndustry Setting: investment bankingNumber of Employees: 8,465Gross Revenues: $3.8 billion revenues Event Year Start: 1990Event Year End: 1998 Subjects: Entrepreneurial management; Investment banking; Leadership; Professional services; Service management; Women in business Academic Discipline: Service management    Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (B)   Add   View  8 pp.  Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Thorp, S Publication Date: 03/14/2000 Revision Date: 04/27/2001 Product Type: Case (Field) Product Description: Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. Teaching Purpose: Helps students explore: 1) how a "relationship manager" in a professional service firm builds and leverages relationships (externally with the key client and internally with team members and complementary departments) to execute critical transactions that are beneficial to the clients as well as the professional service firm; and 2) how effective investment banking teams work together intensively to close potential deals. May be used with: (9-800-213) Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (A). HBS Number: 9-800-242 Geographic Setting: New York, NY, Boston, MAIndustry Setting: investment bankingNumber of Employees: 8,465Gross Revenues: $3.8 billion revenues Event Year Start: 1990Event Year End: 1998 Subjects: Entrepreneurial management; Investment banking; Leadership; Professional services; Service management; Women in business Academic Discipline: Service management    Kumon Educational Institute USA   Add   View  23 pp.  Case Loveman, Gary; Yanagihara, Tsunehiko The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educ HBS Number: 9-694-032 Type: Case (Field) Publication Date: 9/13/1993 Revision Date: 1/2/1996 Geographic Setting: United States Industry Setting: education Company Size: small Gross Revenues: $7 million revenues Event Year Start: 1993 Event Year End: 1993 Subjects: Academic administration; Franchising; Japan; Service management Supplementary Materials: Teaching Note, (5-698-006), 28p, by Gary Loveman, Sabina Ciminero   Add     28 pp.  Teaching Note For use with 9-694-032 HBS Number: 5-698-006 Subjects: Academic administration; Franchising; Japan; Service management    Launch   Add   View  31 pp.  Case Author(s): Rayport, Jeffrey F.; Toth, Michelle Publication Date: 03/18/1998 Product Type: Case (Field) Product Description: Launch has developed an entertainment publication on CD-ROM with 240,000 subscribers and has recently introduced an on-line entertainment product (www.mylaunch.com) to complement the CD-ROM. Deals with multiple-channel delivery and platform selection and branding on the Web. HBS Number: 9-898-079 Geographic Setting: Santa Monica, CAIndustry Setting: CD-ROM/musicCompany Size: smallNumber of Employees: 30Gross Revenues: $5 million revenues Event Year Start: 1998Event Year End: 1998 Subjects: CD-ROM; Entertainment industry; Information technology; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management    Laura Ashley and Federal Express Strategic Alliance   Add   View  14 pp.  Case Author(s): Loveman, Gary W.; Anthony, Robert T. Publication Date: 10/08/1992 Revision Date: 12/04/1996 Product Type: Case (Field) HBS Number: 9-693-050 Geographic Setting: London Industry Setting: Apparel industry; Home furnishings Company Size: large Event Year Start: 1992 Event Year End: 1992 Subjects: Customer service; Distribution; International business; Partnerships; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-083), 16p, by Gary W. Loveman, Robert T. Anthony Product Description: In an effort to improve its global distribution system and thus enhance customer service in its shops around the world, Laura Ashley entered into a path-breaking strategic alliance with Federal Express Business Logistics Services. Under the terms of a loosely structured partnership, Federal Express essentially takes over the warehouse and distribution activities formerly handled by Laura Ashley. The alliance is path breaking due to its largely informal structure, based more on trust and mutual benefit than on complicated rules and measures.   Add     16 pp.  Teaching Note For use with 9-693-050 HBS Number: 5-693-083 Subjects: Customer service; Distribution; International business; Partnerships; Service management    Learning From Simulations: Guidelines for the Building Service, Driving Profits   Add   View  6 pp.  Case Author(s): Oliva, Rogelio Publication Date: 02/07/2000 Product Type: Supplement Product Description: Designed to help students begin to progress from an intellectual to an operational understanding of how to better manage service business. Intellectual understanding is knowing what to do. With the simulation, we hope to help students develop a better "operational understanding" or knowing when and how much of it to do, and what indicators to keep in mind when making decisions. Through completion of this simulation exercise, students will come to appreciate the complexity of the mechanisms discussed in the Service Profit Chain model and the importance of timing when developing strategy in a service business. Teaching Purpose: To be used as a guideline for CD-ROM class project. Must be used with: (8052) Building Service, Driving Profits: RGP Financial Services, Interactive Simulation (Corporate Version). HBS Number: 9-800-248 Subjects: Computer services; Decision making; Employee compensation; Employee training; Job satisfaction; Service industries; Service management; Simulation; Software; Strategy formulation; Strategy implementation; Technology Academic Discipline: Service management    Lebenthal and Co., Inc.   Add   View  13 pp.  Case DeLong, Thomas J.; Harmeling, Susan S. Lebenthal and Co. has prospered in the bond business since 1924. Alexandra Lebenthal, granddaughter of the founders, has stepped up to lead the firm. She faces many challenges as the nature of the financial services business changes in dramatic ways. Can this firm which made its name in selling "odd-lots," compete with the larger financial houses that offer a myriad of products and services? How should Lebenthal and Co. respond? What should be their product mix? Should Alexandra sell the firm? How does she attract the best and brightest employees in the context of these environmental forces? HBS Number: 9-899-121 Type: Case (Field) Publication Date: 12/11/1998 Revision Date: 5/19/2000 Geographic Setting: New York Subjects: Bonds; Corporate strategy; Financial services; Services   Add     8 pp.  Teaching Note For use with 9-899-121 HBS Number: 5-801-181 Subjects: Bonds; Corporate strategy; Financial services; Services    Lehman Brothers (A): Rise of the Equity Research Department   Add   View  26 pp.  Case Author(s): Nanda, Ashish; Groysberg, Boris Publication Date: 07/09/2001 Revision Date: 04/16/2002 Product Type: Case (Field) Product Description: Under Jack Rivkin's leadership, Shearson Lehman's research department rose from relative obscurity to the highest ranking research department on Wall Street within three years. The research department performs very well in 1990, 1991, and 1992. But, in August 1992, when Rivkin abruptly departs from the firm, Fred Fraenkel, the head of equity research, ponders what changes, if any, he ought to introduce to the research department's practices. A rewritten version of an earlier case. May be used with: (9-902-003) Lehman Brothers (B): Decline of the Equity Research Department. HBS Number: 9-902-002 Geographic Setting: Global Industry Setting: Investment banking Number of Employees: 250 Gross Revenues: $80 million research budget Event Year Start: 1987 Event Year End: 1992 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-905-031), 22p, by Ashish Nanda, Lauren Prusiner   Add     22 pp.  Teaching Note Author(s): Nanda, Ashish; Prusiner, Lauren Publication Date: 10/12/2004 Product Type: Teaching Note Product Description: Teaching Note to (9-902-002) and (9-902-003). Must be used with: (9-902-002) Lehman Brothers (A): Rise of the Equity Research Department; (9-902-003) Lehman Brothers (B): Decline of the Equity Research Department. HBS Number: 5-905-031 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Professional services; Strategy implementation Academic Discipline: Service management    Lehman Brothers (B): Decline of the Equity Research Department   Add   View  27 pp.  Case Author(s): Nanda, Ashish; Groysberg, Boris Publication Date: 07/09/2001 Revision Date: 01/23/2007 Product Type: Case (Field) HBS Number: 9-902-003 Geographic Setting: Global Industry Setting: Investment banking Number of Employees: 250 Gross Revenues: $80 million research budget Event Year Start: 1987 Event Year End: 1992 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-905-031), 22p, by Ashish Nanda, Lauren Prusiner Product Description: This case tracks the rapid decline of Lehman Brothers' equity research department from August 1992, when, beset by declining ranking, low morale, and high turnover, firm management decides to clean house and reinvest in building the department. Must be used with: (9-906-034) Lehman Brothers (A): Rise of the Equity Research Department.    Lehman Brothers (D): Reemergence of the Equity Research Department   Add   View  29 pp.  Case Author(s): Groysberg, Boris; Nanda, Ashish Publication Date: 02/10/2006 Revision Date: 01/22/2007 Product Type: Supplement (Field) HBS Number: 9-406-090 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-906-034) Lehman Brothers (A): Rise of the Equity Research Department.    Li & Fung (Trading) Ltd.   Add   View  21 pp.  Case Author(s): Loveman, Gary; O'Connell, Jamie Publication Date: 10/26/1995 Revision Date: 06/28/1996 Product Type: Case (Field) Product Description: Li & Fung, one of the largest export trading companies in Asia, works primarily as an agent to connect U.S. and European manufacturers and retailers of nondurable, mass-market consumer goods with suppliers located all over East Asia who manufacture products according customer designs. Li & Fung's network of 2,000 suppliers in over a dozen countries is one of its most important competitive assets. This network consists of relationships with suppliers and knowledge of their capabilities and strengths. The network provides a number of benefits to customers, the most important being a wide variety of manufacturing options that differ by price, quality, and delivery time. Li & Fung's trading operations are organized into largely-independent, customer-focused divisions aided by regional branch offices. Its internal structure and incentives (especially compensation) are designed to motivate staff to customize service to each customer and to use the entire network to place each customer order with the supplier that most closely fits customer requirements. This design is especially important because of trading's low margins. HBS Number: 9-396-075 Geographic Setting: East Asia, Hong Kong, China Industry Setting: trading Number of Employees: 1,000 Gross Revenues: $780 million revenues Event Year Start: 1995 Event Year End: 1995 Subjects: Developing countries; Human resources management; International operations; Organizational structure; Service management; Sourcing; Southeast Asia Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-386), 33p, by Gary Loveman, Jamie O'Connell   Add     33 pp.  Teaching Note For use with 9-396-075 HBS Number: 5-396-386 Subjects: Developing countries; Human resources management; International operations; Organizational structure; Service management; Sourcing; Southeast Asia    Mall of America   Add   View  10 pp.  Case Author(s): Powell, Elizabeth A.; McMillen, Sheila Publication Date: 06/18/1997 Product Type: Case (Field) HBS Number: UV0767 Industry Setting: Retail industry Event Year Start: 1996 Event Year End: 1996 Subjects: Community relations; Cross cultural relations; Discrimination; Diversity; Women in business Academic Discipline: Service management Supplementary Materials: Teaching Note, (UV0771), 4p, by Elizabeth A. Powell Product Description: The Mall of America's public relations manager considers whether to institute an escort policy aimed at curbing the disruptive behavior of some teenagers who frequent the Mall. Support for the policy is mixed. Mall visitors and merchants are generally in favor of the policy, while teens, some community residents, and activists argue that it is too extreme. To make a decision, mall officials must evaluate the policy from the point of view of multiple stakeholders.    Mall of America, Teaching Note   Add     4 pp.  Teaching Note Author(s): Powell, Elizabeth A. Publication Date: 01/23/2002 Product Type: Teaching Note HBS Number: UV0771 Academic Discipline: Service management Product Description: Teaching Note for [UV0767]. Must be used with: (UV0767) Mall of America.    Marriott’s Rancho Las Palmas Resort   Add   View  21 pp.  Case Author(s): Lovelock, Christopher H. Publication Date: 02/01/1981 Revision Date: 05/09/1988 Product Type: Case (Field) Product Description: Management of a resort hotel near Palm Springs is reviewing the hotel's performance nine months after opening and planning a marketing strategy for 1980. Of particular concern is the strategy to adopt during the shoulder and off-seasons when demand for the product is lower. Should the hotel even remain open in the summer when other major hotels in the area are closed? Will attempts to stimulate summer demand negate the hotel's efforts to win a five-star rating? Twelve pages of exhibits include data on hotel usage in the area, and operating costs and revenues for Rancho Las Palmas. HBS Number: 9-581-084 Geographic Setting: California Industry Setting: lodging Gross Revenues: $10 million sales Event Year Start: 1979 Event Year End: 1979 Subjects: Communication strategy; Demand analysis; Economic analysis; Hotels & motels; Market segmentation; Pricing strategy; Product positioning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-585-058), 10p, by Christopher H. Lovelock   Add     8 pp.  Teaching Note For use with 9-581-084 HBS Number: 5-585-058 Subjects: Communication strategy; Demand analysis; Economic analysis; Hotels & motels; Market segmentation; Pricing strategy; Product positioning    Marshall Industries   Add   View  26 pp.  Case Rayport, Jeffrey F.; Olofson, Cathy Confounding predictions that the Internet would "disintermediate" commerce, making "middle man" companies all but obsolete, Marshall Industries, a leading electronics distributor, used the Internet and digital technologies to reinvent HBS Number: 9-899-239 Type: Case (Field) Publication Date: 5/12/1999 Revision Date: 4/5/2000 Geographic Setting: California Industry Setting: electronic distribution Number of Employees: 2,300 Gross Revenues: $1.4 billion revenues Event Year Start: 1994 Event Year End: 1998 Subjects: Electronic commerce; Information technology; Internet; Organizational change; Service management; Supply chain    Medscape   Add   View  29 pp.  Case Author(s): Bohmer, Richard; Shapiro, Lisa Publication Date: 03/15/2000 Product Type: Case (Field) Product Description: Medscape is a health care website that focuses on delivering high-quality information to health providers and consumers. This case describes Medscape's formation and business model, and asks, how is this model unique, and is it sustainable? Teaching Purpose: To discuss business models of health care websites. HBS Number: 9-600-056 Geographic Setting: UnspecifiedIndustry Setting: health care/Internet Event Year Start: 1999Event Year End: 1999 Subjects: Business models; Electronic commerce; Health care; Internet; Online information services Academic Discipline: Service management    Microsoft Carpoint   Add   View  31 pp.  Case Jeffrey F. Rayport ; Avnish Bajaj ; Steffan Haithcox ; Michael Kadyan CarPoint.com was Microsoft's Web-based entry into on-line automobile retailing. While CarPoint could not, in fact, "sell" or deliver any cars, it could shift much of consumer search, comparison, and decision-making, including pricing, from the physical platform of the traditional car dealer to the virtual world of the Web. This shift in buying behavior from marketplace to marketspace was significant in its implications for consumers and dealers; it gave consumers a wealth of information that they previously did not have along with no-negotiation pricing of cars, while it challenged dealers to change their approaches to these newly empowered and better informed consumers. CarPoint, however, was a late entrant, and it faced competition from category first-movers AutoByTel.com, AutoWeb.com, and AutoVantage.com. As a result, the case deals with larger issues of channel and consumer behavior change as well as tactical issues pertaining to competitive positioning in a competitive market both on-line and off-line. Teaching Purpose: To challenge students to analyze the complexity of managing consumer services in a category that explicitly requires integration of on-line and off-line sales and service activities. CarPoint and its HBS Number: 9-898-280 Type: Case (Field) Subjects: Automobile industry; Information services; Information technology; Internet; Service management; World Wide Web    MindSpring   Add   View  29 pp.  Case Jeffrey F. Rayport ; Joe Keough ; Cathy Olofson In a business environment where Internet Service Providers (ISP) has become increasingly commodity-like, Charles Brewer, founder and CEO of MindSpring, the nation's sixth largest ISP and the recognized leader in customer satisfaction, ponders a proposed merger with Earthlink Network, Inc., the nation's fifth largest ISP. Competitors are offering a rich variety of products and services (AOL), ease-of-use and ease-of-access (MSN), and even free access (NetZero). MindSpring's annual revenues grew over 600% from 1996 to 1999, and Brewer knows it is important to maintain momentum. The issue of growth raises a number of strategic and tactical questions: How should MindSpring achieve growth and with what trade-offs? How should MindSpring and Earthlink merge its two cultures in the newly proposed merger? Was MindSpring's retaining of customers through superior service still the best strategy? Brewer would need to find ways to grow the number of subscribers but also new ways to differentiate the products of the newly combined MindSpring and Earthlink from other ISPs. HBS Number: 9-899-178 Type: Case (Field) Subjects: Customer service; Electronic commerce; Information technology; Internet; Mergers; Telecommunications    Mitchell Family and Mitchells/Richards   Added   View  21 pp.  Case Author(s): Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A. Publication Date: 11/08/2004 Revision Date: 09/14/2007 Product Type: Case (Field) HBS Number: 9-605-047 Geographic Setting: Connecticut Industry Setting: Retail industry Gross Revenues: $65 million Event Year Start: 2003 Event Year End: 2003 Subjects: Corporate culture; Customer service; Expansion; Family owned businesses; Information technology; Service organizations Academic Discipline: Service management Product Description: Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and “high-touch” customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as “hugging.” The term is deceptively simple. The firm's true success lies in its blend of a warm, other-oriented corporate culture, sophisticated information technology, and an effective family business structure. It is currently considering further expansion for future generations. A rewritten version of an earlier case.    Mitchells/Richards   Add   View  20 pp.  Case Author(s): Edmondson, Amy C.; Hajim, Corey Publication Date: 07/24/2003 Revision Date: 12/01/2003 Product Type: Case (Field) Product Description: Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as ``hugging.'' The term is deceptively simple. The firm's true success lies in its blend of a warm other-oriented corporate culture, sophisticated information technology, and an effective family business structure. It is currently considering further expansion for future generations. Teaching Purpose: To illustrate clear strategies for managing knowledge for superb customer service originating from a small-scale, regional retail business. Although the setting is regional, the approach is clearly applicable to many service organizations. HBS Number: 9-604-010 Geographic Setting: Westport, CT, Greenwich, CTIndustry Setting: retailNumber of Employees: 165Gross Revenues: $65 million Event Year Start: 2002Event Year End: 2002 Subjects: Corporate culture; Customer service; Expansion; Family owned businesses; Information technology; Retailing; Service organizations Academic Discipline: Service management    Mitchells/Richards, Teaching Note   Add     13 pp.  Teaching Note Author(s): Edmondson, Amy Publication Date: 02/06/2008 Product Type: Teaching Note HBS Number: 608090 Industry Setting: Retail industry Subjects: Corporate culture; Academic Discipline: Service management Product Description: An abstract is not available for this product.    Mongols BBQ   Add   View  8 pp.  Case Author(s): Rao, Jay Publication Date: 01/01/2000 Revision Date: 06/05/2004 Product Type: Case (Field) Publisher: Babson College Product Description: Describes the operations of a limited-menu restaurant to illustrate the following topics: restaurant as an operating system; cost structure in a limited-menu restaurant; areas of competitive advantage; basic process analysis in a service situation; and the development of a formula for a multisite concept. Teaching Purpose: To introduce the concept of the production-line approach to service. HBS Number: BAB035 Industry Setting: restaurant Subjects: Operations management; Process analysis; Restaurants; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (BAB535), 7p, by Jay Rao   Add     7 pp.  Teaching Note For use with BAB035 HBS Number: BAB535 Subjects: Operations management; Process analysis; Restaurants; Service management    Monster.com   Add   View  26 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie Jeff Taylor, founder and CEO of Monster.com, ponders how his online site, the leading career site on the web, can continue its dominance (60% share in 1999) and growth on the Internet. Monster.com had just launched a nationwide branding campaign on television and entered a four-year deal with AOL. A rewritten version of an earlier case. HBS Number: 9-801-145 Type: Case (Field) Subjects: Brands; Entrepreneurship; Internet    Monster.com: Success Beyond the Bubble   Add   View  21 pp.  Case Author(s): Hallowell, Roger; Reavis, Cate Publication Date: 11/15/2001 Revision Date: 01/07/2002 Product Type: Case (Field) Product Description: Monster.com helps participants develop criteria for success (profitability and growth) in an Internet business. Monster was one of the few Internet companies that had weathered the bursting of the dot com bubble and continued to grow both its revenues and profits at rates above 50% per year in 2001. This case examines why the company was able to do so and options for future growth. Also explores the question of how important focus is to an Internet company, asking how far from its core business Monster could diversify. In 2001, Monster was an Internet site that, among other things, connected individuals seeking jobs with organizations wanting to hire. Its substitutes included help wanted classified advertising in newspapers. Teaching Purpose: To examine the roles that information intensity, scalability (economies of scale), network effects, and increased customer value (vis-a-vis what is available from substitutes) play in driving profitability and growth for Internet businesses. In addition, offers opportunities for discussions of growth strategies (including internationalization) and focus from a general management perspective. HBS Number: 9-802-024 Geographic Setting: Washington Industry Setting: career search Number of Employees: 2,800 Gross Revenues: $362 million revenues Event Year Start: 2001 Event Year End: 2001 Subjects: Economies of scale; Electronic commerce; Expansion; Growth management; Information technology; Internet; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-802-148), 14p, by Roger Hallowell; Teaching Note, (5-802-168), 25p, by Roger Hallowell   Add     25 pp.  Teaching Note For use with 9-802-024 HBS Number: 5-802-168 Subjects: Economies of scale; Electronic commerce; Expansion; Growth management; Information technology; Internet; Service management    Montecito State College   Add   View  16 pp.  Case Lovelock, Christopher H. A state college seeks to boost enrollment in its extension courses and continuing education programs. Competition from other educational institutions is strong. Satellite campuses, developed to offer students greater convenience, have not proved popular. The college president has authorized an enlarged communication budget for the coming year in a last attempt to improve the situation. The dean of extension studies must develop a plan for 1983-87. Exhibits (nine pages) include market research data, a competitive profile, a regional map, and costs and availability of different advertising media. An updated version of an earlier case. HBS Number: 9-593-037 Type: Case (Gen Exp) Publication Date: 11/23/1992 Geographic Setting: United States Industry Setting: university Subjects: Advertising media; Advertising strategy; Competition; Higher education; Location of industry; Nonprofit marketing Supplementary Materials: Teaching Note, (5-593-056), 10p, by Christopher H. Lovelock   Add     10 pp.  Teaching Note For use with 9-593-037 HBS Number: 5-593-056 Subjects: Advertising media; Advertising strategy; Competition; Higher education; Location of industry; Nonprofit marketing    Morgan Stanley Dean Witter Private Client Services   Add   View  17 pp.  Case DeLong, Thomas J.; Conneely, Catherine; Rusher, Ann; Darst, David The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operatin HBS Number: 9-899-107 Type: Case (Field) Publication Date: 12/18/1998 Revision Date: 12/1/1999 Geographic Setting: United States Industry Setting: investment banking Event Year Start: 1998 Event Year End: 1998 Subjects: Decision making; Financial services; Investment banking; Mergers; Professional services   Add     9 pp.  Teaching Note For use with 9-899-107 HBS Number: 5-801-135 Subjects: Decision making; Financial services; Investment banking; Mergers; Professional services    Netonomy   Add   View  26 pp.  Case Author(s): Hallowell, Roger; Clement, Helen Publication Date: 06/28/2001 Revision Date: 10/26/2001 Product Type: Case (Field) Product Description: A new software product enables wireless telcos to offer a self-service customer service solution, lowering costs and improving service levels. What is good self-service? How should the company prioritize its growth opportunities, and what should its capabilities be? How will these decisions affect its shareholders? Teaching Purpose: To illustrate the importance of the service component of self-service. To facilitate a discussion of a global growth strategy for a service firm/software developer and the tradeoffs it must make between growth and profitability. HBS Number: 9-801-462 Geographic Setting: United States and EuropeIndustry Setting: telecommunications softwareCompany Size: start-up Event Year Start: 2001Event Year End: 2001 Subjects: Globalization; Information technology; Internet; Service management; Software; Telecommunications Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-802-150), 11p, by Roger Hallowell   Add     11 pp.  Teaching Note For use with 9-801-462 HBS Number: 5-802-150 Subjects: Globalization; Information technology; Internet; Service management; Software; Telecommunications    New Service Design   Add   View  2 pp.  Case Author(s): Frei, Frances X. Publication Date: 01/06/2005 Revision Date: 03/24/2006 Product Type: Exercise Product Description: Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic position, service offering, and operations design. HBS Number: 9-605-053 Subjects: Operations management; Service management; Service organizations; Services Academic Discipline: Service management    New Service Design   Add   View  2 pp.  Case Author(s): Frei, Frances X. Publication Date: 01/06/2005 Revision Date: 03/28/2008 Product Type: Exercise HBS Number: 605053 Subjects: Operations management; Service management; Service organizations; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-608-132), 73p, by Frances X. Frei, Christine Harris-Van Keuren Product Description: Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic position, service offerings, and operations design. The corresponding module note further describes the exercise. May be used with: (606031) Designing Sustainable Service Models, Module Note.    New York Times (B)   Add   View  2 pp.  Case Jeffrey F. Rayport ; Dickson L. Louie The senior management of The New York Times is faced with the challenge of how to develop new media products. Should Martin Nisenholtz, the president of The New York Times Electronic Media Co., develop one Web site for the newspaper or a portfolio of Web sites? The entire senior management team agrees that new media products would help extend the franchise of The New York Times in an electronic world. Teaching Purpose: To illustrate the challenges of creating businesses in a virtual world where consumer preference and demand are not yet fully known HBS Number: 9-898-132 Type: Case (Field) Subjects: Information services; Publishing industry; Service management    Northwest Airlines and the Detroit Snowstorm (A)   Add   View  23 pp.  Case Hallowell, Roger Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. Teaching Purpose: Pedagogy involves causes of service disasters, recovery from service failures, and the ramifications of service failures for highly regulated service industries. HBS Number: 9-800-053 Type: Case (Pub Mat) Publication Date: 7/28/1999 Revision Date: 11/10/1999 Geographic Setting: United States Industry Setting: airlines/services Event Year Start: 1999 Event Year End: 1999 Subjects: Airlines; Quality control; Service management; Services Supplementary Materials: Supplement (Pub Mat), (9-800-054), 2p, by Roger Hallowell; Supplement (Pub Mat), (9-800-055), 1p, by Roger Hallowell; Teaching Note, (5-800-162), 15p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell   Add     17 pp.  Teaching Note For use with 9-800-053 HBS Number: 5-800-162 Subjects: Airlines; Quality control; Service management; Services    Northwest Airlines and the Detroit Snowstorm (B): Northwest’s Response   Add   View  2 pp.  Case Author(s): Hallowell, Roger Publication Date: 07/28/1999 Revision Date: 10/13/1999 Product Type: Supplement (Pub Mat) Product Description: Supplements the (A) case. Must be used with: (9-800-053) Northwest Airlines and the Detroit Snowstorm (A). HBS Number: 9-800-054 Subjects: Airlines; Quality control; Service management; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-162), 17p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell   Add     17 pp.  Teaching Note For use with 9-800-054 HBS Number: 5-800-162 Subjects: Airlines; Quality control; Service management; Services    Northwest Airlines and the Detroit Snowstorm (C): Class-Action Status Is Granted   Add   View  2 pp.  Case Author(s): Hallowell, Roger Publication Date: 07/28/1999 Revision Date: 01/17/2001 Product Type: Supplement (Pub Mat) Product Description: Supplements the (A) case. Must be used with: (9-800-053) Northwest Airlines and the Detroit Snowstorm (A). HBS Number: 9-800-055 Subjects: Airlines; Quality control; Service management; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-162), 17p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell   Add     17 pp.  Teaching Note For use with 9-800-055 HBS Number: 5-800-162 Subjects: Airlines; Quality control; Service management; Services    Northwest Airlines: Brush with Bankruptcy (A)—November 1992   Add   View  20 pp.  Case Schlesinger, Leonard A.; Dyer, Davis Deals with Northwest's financial crisis between the fall of 1992 and the following spring. Northwest's leaders face the problem of how to meet an impending $600 million payment on the 1989 LBO loan when the airline had run out of cash. Concludes by outlining options for Northwest to avert disaster, and it includes a brief background note on financial restructuring. HBS Number: 9-897-030 Type: Case (Field) Publication Date: 7/26/1996 Revision Date: 1/13/1997 Geographic Setting: United States Industry Setting: airline Event Year Start: 1992 Event Year End: 1992 Subjects: Airlines; Bankruptcy; Labor negotiations; Restructuring Supplementary Materials: Supplement (Field), (9-897-031), 4p, by Leonard A. Schlesinger, Davis Dyer; Supplement (Field), (9-897-032), 5p, by Leonard A. Schlesinger, Davis Dyer; Supplement (Field), (9-897-033), 4p, by Leonard A. Schlesinger, Davis Dyer    Northwest Airlines: Brush with Bankruptcy (B) — November 1992-March 1993   Add   View  4 pp.  Case Author(s): Schlesinger, Leonard A.; Dyer, Davis Publication Date: 07/25/1996 Revision Date: 01/13/1997 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-897-030) Northwest Airlines: Brush with Bankruptcy (A)--November 1992. HBS Number: 9-897-031 Subjects: Airlines; Bankruptcy; Labor negotiations; Restructuring Academic Discipline: Service management    Northwest Airlines: Brush with Bankruptcy (C) — March-June 1993   Add   View  5 pp.  Case Author(s): Schlesinger, Leonard A.; Dyer, Davis Publication Date: 07/24/1996 Revision Date: 01/13/1997 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-897-030) Northwest Airlines: Brush with Bankruptcy (A)--November 1992. HBS Number: 9-897-032 Subjects: Airlines; Bankruptcy; Labor negotiations; Restructuring Academic Discipline: Service management    Northwest Airlines: Brush with Bankruptcy (D) — June-July 1993   Add   View  4 pp.  Case Author(s): Schlesinger, Leonard A.; Dyer, Davis Publication Date: 07/24/1996 Revision Date: 01/13/1997 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-897-030) Northwest Airlines: Brush with Bankruptcy (A)--November 1992. HBS Number: 9-897-033 Subjects: Airlines; Bankruptcy; Labor negotiations; Restructuring Academic Discipline: Service management    Northwest Airlines: Strategic Alliance and Strategic Position—May 1996   Add   View  29 pp.  Case Schlesinger, Leonard A.; Dyer, Davis Describes the strategic position of Northwest Airlines in 1996 and discusses its financial rebound and changes and improvements since the 1993 restructuring agreement. Describes the company's new strategy and its management of principal strategic assets, focusing at length on the strategic alliance between Northwest and KLM Royal Dutch Airlines. Describes how the alliance was formed, how it obtained antitrust immunity from the U.S. Department of Transportation, and how that ruling facilitated operating cooperation between the two partners. Concludes by considering strains in the alliance and the impact of competitive alliances formed in 1996 by leading U.S. and European airlines. HBS Number: 9-897-034 Type: Case (Field) Publication Date: 7/29/1996 Revision Date: 1/13/1997 Geographic Setting: United States Industry Setting: airline Event Year Start: 1996 Event Year End: 1996 Subjects: Airlines; Corporate strategy; Restructuring    Note on Managed Care   Add   View  16 pp.  Case Author(s): Bohmer, Richard Publication Date: 05/11/1998 Revision Date: 09/29/1999 Product Type: Note Product Description: Presents an overview of managed care. Describes the relationship between provider and insurance companies, examines the implications for consumers, and discusses financial arrangements and operational characteristics commonly observed in the industry. Also provides a background to other HBS health care cases. HBS Number: 9-698-060 Geographic Setting: Industry Setting: Subjects: Health care; Health insurance; Health organizations management; Managed care; Service management Academic Discipline: Service management    Note on Physician Compensation and Financial Incentives   Add     21 pp.  Case Author(s): Bohmer, Richard; Harshbarger, Melanie Publication Date: 02/22/1999 Revision Date: 10/01/1999 Product Type: Note Product Description: A review of the use and effectiveness of financial incentives in changing physician behavior. Teaching Purpose: To give students a better understanding of financial incentives in changing physician behavior. May be used with: (9-699-124) Changing Physician Behavior. HBS Number: 9-699-151 Subjects: Compensation; Health care; Human behavior; Incentives; Management of professionals; Uncertainty Academic Discipline: Service management    Note on the Evolution of Retail in the United States   Add   View  4 pp.  Case Author(s): Segel, Arthur I. Publication Date: 07/25/2002 Product Type: Note Product Description: Covers the evolution of retail real estate in the United States. Specifically covers types of retail centers, such as neighborhood, community, regional, and super-regional as well as the recent phenomenon of the 1990s to 2002 of the growing emergence of value retail, i.e., discount, off-price, and manufacturer outlet retailers. HBS Number: 9-803-017 Subjects: Asset management; Real estate; Retailing Academic Discipline: Service management    Note on the IT Services Industry   Add   View  22 pp.  Case Author(s): Mekikian, Gary; Roberts, John D. Publication Date: 04/24/2009 Product Type: Note Publisher: Stanford University HBS Number: IB80 Industry Setting: Computer services industries Subjects: Competitive environment; Global business; IT infrastructure; IT management; IT spending Academic Discipline: Service management Product Description: This note examines the history of the IT services industry and provides a detailed analysis of the market and its players during the period between the adoption of the personal computer as a business and consumer computing device from the early 1990s up to 2008, when most real-time information processing was performed on smartphones and other wireless devices    Note on the Management of Queues   Add   View  14 pp.  Case Author(s): Maister, David H. Publication Date: 10/01/1979 Revision Date: 03/17/1995 Product Type: Note Product Description: Contains four sections: 1) measuring the performance of queuing systems; 2) types of queuing systems; 3) the behavior of simple systems (elementary queuing theory); and 4) the management of queues (including a discussion of their psychology). HBS Number: 9-680-053 Subjects: Performance measurement; Services Academic Discipline: Service management    NYPD New   Add   View  28 pp.  Case Author(s): Heskett, James L. Publication Date: 04/11/1996 Revision Date: 06/22/1999 Product Type: Case (Field) Product Description: Police Commissioner Bratten and his staff have led a process designed to create a results-oriented police department out of one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasing emphasis on productivity as well as a reduction in crime. Teaching Purpose: Provides a good vehicle for studying leadership in a high performance organization. HBS Number: 9-396-293 Geographic Setting: New York, NY Industry Setting: police services Number of Employees: 45,000 Event Year Start: 1996 Event Year End: 1996 Subjects: Leadership; Local government; Productivity; Service management; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-300-056), 7p, by Clayton M. Christensen, Tara Donovan; Teaching Note, (5-900-021), 12p, by James L. Heskett   Add     12 pp.  Teaching Note For use with 9-396-293 HBS Number: 5-900-021 Subjects: Leadership; Local government; Productivity; Service management; Social enterprise    NYPD New: Using the Case with Education Administrators, Teaching Note   Add     10 pp.  Teaching Note Author(s): Childress, Stacey; Clayton, Tonika Cheek Publication Date: 01/08/2007 Product Type: Teaching Note HBS Number: 5-407-056 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-396-293) NYPD New.    Oakland A’s: Baseball‘s Great Transformation   Add   View  27 pp.  Case Schlesinger, Leonard A.; Pelofsky, Mark The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant improvements came in the area of customer service. The A's management believed that if they took care of their fans, they would remain loyal through winning and losing seasons. HBS Number: 9-690-088 Type: Case (Field) Publication Date: 4/11/1990 Revision Date: 3/13/1992 Geographic Setting: Oakland, CA Industry Setting: sports management Number of Employees: 200 Event Year Start: 1989 Event Year End: 1989 Subjects: Customer relations; Customer service; Entertainment industry; Sports Supplementary Materials: Teaching Note, (5-691-018), 10p, by Leonard A. Schlesinger, Mark Pelofsky   Add     10 pp.  Teaching Note For use with 9-690-088 HBS Number: 5-691-018 Subjects: Customer relations; Customer service; Entertainment industry; Sports    Orient-Express Hotels   Add   View  21 pp.  Case Author(s): Frei, Frances X.; Hajim, Corey Publication Date: 09/05/2002 Revision Date: 10/29/2002 Product Type: Case (Field) Product Description: Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as managing for consistency, offering incentives based on nonfinancial measures, and creating a unified message for a high-end brand. The main dilemma is whether the company should develop a loyalty program across its collection of hotels. Teaching Purpose: To challenge students to consider how to operate and manage a high-end service and offer an unconventional approach to achieving high-end quality. HBS Number: 9-603-024 Geographic Setting: GlobalIndustry Setting: hotel & leisureNumber of Employees: 4,400Gross Revenues: $261.3 million revenues Event Year Start: 2002Event Year End: 2002 Subjects: Hotels & motels; Loyalty; Operations management; Services Academic Discipline: Service management    Orient-Express Hotels, Teaching Note   Add     15 pp.  Teaching Note Author(s): Frei, Frances X. Publication Date: 03/31/2006 Product Type: Teaching Note HBS Number: 5-606-106 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-603-024) Orient-Express Hotels.    Oxford Health Plans (A): Specialty Management   Add   View  29 pp.  Case Gittell, Jody Hoffer; Heskett, James L.; Slayton, James Describes an innovative approach to organizing health care proposed by Oxford CEO Steve Wiggins. Wiggins contends that the primary care physician "gatekeeper" model typically used by health maintenance organizations to control access t HBS Number: 9-898-042 Type: Case (Field) Publication Date: 10/1/1997 Revision Date: 3/20/2000 Geographic Setting: United States Industry Setting: health care Gross Revenues: $100 million revenues Event Year Start: 1996 Event Year End: 1997 Subjects: Health services; Leadership; Marketing strategy; Service management   Add     15 pp.  Teaching Note For use with 9-898-042 HBS Number: 5-800-322 Subjects: Health services; Leadership; Marketing strategy; Service management    Oxford Health Plans (B): Crisis Strikes   Add   View  7 pp.  Case Author(s): Gittell, Jody Hoffer; Huckman, Robert Publication Date: 04/03/2000 Revision Date: 07/24/2001 Product Type: Supplement (Library) Product Description: Supplements the (A) case. A rewritten version of an earlier supplement. Must be used with: (9-898-042) Oxford Health Plans (A): Specialty Management. HBS Number: 9-800-366 Subjects: Health services; Leadership; Marketing strategy; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-322), 15p, by James L. Heskett, Jody Hoffer Gittell, Richard Bohmer   Add     15 pp.  Teaching Note For use with 9-800-366 HBS Number: 5-800-322 Subjects: Health services; Leadership; Marketing strategy; Service management    Parker House (B)   Add   View  14 pp.  Case Author(s): Lovelock, Christopher H.; Merliss, Penny Publication Date: 06/01/1980 Revision Date: 12/29/1992 Product Type: Case (Field) Product Description: The management of Boston's historic Parker House, owned by Dunfey Hotels, has received a request from a tour wholesaler to book a large number of rooms at the hotel during summer and fall 1980. This booking is tied to bookings at two other Dunfey hotels that need this business. Parker House management would prefer to cultivate more lucrative individual and corporate business, which they see as more in tune with the hotel's carefully developed market position. What should they do? Dunfey's detailed segmentation strategy is central to discussion of this case. Five pages of exhibits include financial data on the Parker House and details of requested reservations and space availability. May be used with: (9-580-151) Parker House (A). HBS Number: 9-580-152 Geographic Setting: Boston, MAIndustry Setting: lodgingCompany Size: smallGross Revenues: $11 million revenues Event Year Start: 1979Event Year End: 1979 Subjects: Customer relations; Hotels & motels; Market segmentation; Marketing strategy; Personal selling; Product positioning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-585-073), 11p, by Christopher H. Lovelock   Add     9 pp.  Teaching Note For use with 9-580-152 HBS Number: 5-585-073 Subjects: Customer relations; Hotels & motels; Market segmentation; Marketing strategy; Personal selling; Product positioning

Patient Care Delivery Model at the Massachusetts General Hospital   Add   View  23 pp.  Case Edmondson, Amy C.; Bohmer, Richard; Heaphy, Emily D. Examines the implementation of a new patient care delivery model at Massachusetts General Hospital. Uses clinical and financial data to examine different choices for staffing non-physician health care professionals and to understand the challenges of managing change across multiple professions in the hospital environment. Recently promoted to senior vice president of Patient Care Services, Jeanette Ives Erickson must decide whether a model for patient care delivery is the best way to improve care and reduce costs in the midst of extreme budget pressures and a rapidly changing health care environment. HBS Number: 9-699-154 Type: Case (Field) Publication Date: 3/18/1999 Revision Date: 2/1/2000 Geographic Setting: Boston, MA Industry Setting: health care/hospital Number of Employees: 3,349 Event Year Start: 1997 Event Year End: 1997 Subjects: Health care; Hospital administration; Hospitals; Management of change; Management of professionals; Organizational change; Reengineering; Reorganization Supplementary Materials: Teaching Note, (5-600-083), 15p, by Amy C. Edmondson, Richard Bohmer, Emily D. Heaphy   Add     15 pp.  Teaching Note For use with 9-699-154 HBS Number: 5-600-083 Subjects: Health care; Hospital administration; Hospitals; Management of change; Management of professionals; Organizational change; Reengineering; Reorganization    Patient Transfusion Services Lab of Central Blood Bank   Add   View  7 pp.  Case Heskett, James L.; Kennedy, Lisa The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of selling a hospital on the use of economical shared patient transfusion testing services. Teaching Purpose: Illustrates 1) ways of measuring service quality, and 2) challenges of achieving customer satisfaction in health care services. HBS Number: 9-693-091 Type: Case (Field) Publication Date: 5/24/1993 Geographic Setting: Pittsburgh, PA Industry Setting: medical care Number of Employees: 400 Gross Revenues: $30 million revenues Event Year Start: 1991 Event Year End: 1991 Subjects: Customer service; Health services; Logistics; Quality control Supplementary Materials: Teaching Note, (5-693-092), 5p, by James L. Heskett   Add     5 pp.  Teaching Note For use with 9-693-091 HBS Number: 5-693-092 Subjects: Customer service; Health services; Logistics; Quality control    Paul Revere Insurance Co. (A)   Add   View  23 pp.  Case Author(s): Hart, Christopher W.L.; Lytle, Lucy N. Publication Date: 11/25/1986 Revision Date: 08/04/1989 Product Type: Case (Field) Product Description: The Paul Revere Insurance Co. lost its number one position in disability insurance, its main product, and formulated a strategy to regain the lead through a comprehensive quality improvement effort. The case describes the forces influencing the strategic direction of this effort, its structure, and its process over a two-and-a-half-year period. Many issues are raised regarding the design of quality improvement efforts, their implementation, and the continual efforts that must be devoted to them if they are to be an ongoing process. Situation-specific factors relating to this case are explored to determine to what extent this company's method can be duplicated by other service firms. May be used in a comparative analysis of the quality improvement analysis described in Florida Power & Light's Quality Improvement Program. May be used with: (9-687-033) Paul Revere Insurance Co. (B); (9-688-043) Florida Power & Light's Quality Improvement Program. HBS Number: 9-687-013 Geographic Setting: Worcester, MA Industry Setting: Insurance industry Number of Employees: 2,500 Event Year Start: 1983 Event Year End: 1986 Subjects: Insurance; Organizational change; Performance measurement; Policy making; Process analysis; Productivity; Quality control; Strategy implementation Academic Discipline: Service management Supplementary Materials: Case Video, (9-888-501), 19 min, by Christopher W.L. Hart, Lucy N. Lytle; Teaching Note, (5-687-028), 34p, by Christopher W.L. Hart, Dan Maher; Teaching Note, (5-687-096), 17p, by Christopher W.L. Hart, Dan Maher   Add     16 pp.  Teaching Note For use with 9-687-013 HBS Number: 5-687-096 Subjects: Insurance; Organizational change; Performance measurement; Policy making; Process analysis; Productivity; Quality control; Strategy implementation    Paul Revere Insurance Co. (A), Teaching Note