Case | HBS Case Collection | March 2009

The Home Depot: Leadership in Crisis Management

by Herman B. Leonard, Marc J. Epstein and Melissa Tritter

Abstract

Examines the challenges The Home Depot faced in the aftermath of natural disasters such as Hurricanes Katrina, Rita, and Andrew. By providing 40,000 to 50,000 items sold by knowledgeable associates, The Home Depot became a destination place for customers in need of anything from shovels to a new kitchen sink or supplies to use in recovering from a hurricane or flood. Disasters are thus both a source of disruption to the company's operations and a source of additional demand for its products and services. How, then, should The Home Depot organize itself in advance of disaster events?

Keywords: Disruption; Customer Focus and Relationships; Leadership; Crisis Management; Logistics; Natural Disasters; Retail Industry;

Citation:

Leonard, Herman B., Marc J. Epstein, and Melissa Tritter. "The Home Depot: Leadership in Crisis Management." Harvard Business School Case 309-055, March 2009.