Case | HBS Case Collection | October 1997 (Revised July 1998)

Cultivating Capabilities to Innovate: Booz.Allen & Hamilton

by Clayton M. Christensen and Bret J. Baird


Describes the efforts of the president of Booz.Allen, a major consulting firm, to understand and improve the way that 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.

Keywords: Change Management; Innovation and Management; Management Teams; Service Operations; Organizational Culture; Customer Focus and Relationships; Decision Making; Consulting Industry;


Christensen, Clayton M., and Bret J. Baird. "Cultivating Capabilities to Innovate: Booz.Allen & Hamilton." Harvard Business School Case 698-027, October 1997. (Revised July 1998.)