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Teaching Note
| HBS Case Collection
|
2012
Shouldice Hospital Limited (Abridged) (TN)
James Heskett
Keywords: hospital;
hernia;
Toronto;
Business Ventures;
Health Industry;
North and Central America;
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Teaching Note
| HBS Case Collection
|
2013
Shouldice Hospital (B) (TN)
James Heskett
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Supplement
| HBS Case Collection
|
2013
(Revised from original 2013 version)
Shouldice Hospital Limited (B)
James Heskett and Roger Hallowell
Keywords: hospital;
hernia;
surgery;
Citation:
Heskett, James, and Roger Hallowell. "
Shouldice Hospital Limited (B)." Harvard Business School Supplement 913-405, February 2013. (Revised from original January 2013 version.)
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Case
| HBS Case Collection
|
2011
Porcini's Pronto: "Great Italian cuisine without the wait!"
James L. Heskett and Richard Luecke
Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking for expansion opportunities, management considers launching a new chain of lower-cost, limited-menu restaurants called Porcini Pronto. The new outlets will be located along busy interstate highway exits in the region and will serve outstanding Italian food at reasonable prices to both travelers and local residents. Management is concerned that a poor customer experience at Porcini Pronto could tarnish the company's well-established and successful restaurant brand. The management team asks the vice president of marketing to develop the concept and to create an operating strategy for the new outlets. The VP must also analyze three alternative expansion strategies before management will make any commitments to the project. If Porcini's builds and operates the new restaurants, the company will maintain complete control of operations and the customer experience but expansion will take a very long time. Franchising and syndication are two other options which provide faster expansion but introduce the risk of losing control of the brand. The VP must analyze the options and make his final recommendation.
Keywords: Franchising;
Syndication;
Quantitative analysis;
performance measurement;
human resource management;
incentives;
motivation;
consumer behavior;
Motivation and Incentives;
Measurement and Metrics;
Quality;
Customer Value and Value Chain;
Consumer Behavior;
Performance Evaluation;
Selection and Staffing;
Expansion;
Franchise Ownership;
Retail Industry;
Food and Beverage Industry;
Service Industry;
Northeastern United States;
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Teaching Note
| HBS Case Collection
|
2011
Porcini's Pronto: "Great Italian cuisine without the wait!" (Brief Case)
James L. Heskett and Richard Luecke
Teaching Note to 4277.
Keywords: Franchising;
Syndication;
Quantitative analysis;
performance measurement;
human resource management;
incentives;
motivation;
consumer behavior;
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Supplement
| HBS Case Collection
|
2011
Porcini's Pronto: 'Great Italian cuisine without the wait!', Spreadsheet Supplement (Brief Case)
James L. Heskett and Richard Luecke
Keywords: Franchising;
Syndication;
Quantitative analysis;
performance measurement;
human resource management;
incentives;
motivation;
consumer behavior;
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Supplement
| HBS Case Collection
|
2011
Porcini's Pronto: 'Great Italian cuisine without the wait!', Faculty Spreadsheet Supplement (Brief Case)
James L. Heskett and Richard Luecke
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Case
| HBS Case Collection
|
2011
Calveta Dining Services, Inc.: A Recipe for Growth?
James L. Heskett and Patricia Girardi
Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when Antonio retired and named his eldest son, Frank, CEO. Frank Calveta now struggles to carry out his father's directive: double revenues within five years while maintaining the humanistic and emphatically pro-employee company culture. Should he expand beyond the SLF market? Can he continue to maintain the quality level for which Calveta is renowned? Can he contend successfully with organizational and communications challenges?
Keywords: communication;
corporate vision;
Employee empowerment;
organizational structure;
service management;
Family businesses;
growth strategy;
Mission and Purpose;
Housing;
Family Business;
Service Operations;
Employee Relationship Management;
Communication;
Organizational Structure;
Growth and Development Strategy;
Service Industry;
Food and Beverage Industry;
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Teaching Note
| HBS Case Collection
|
2011
Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)
James L. Heskett and Patricia Girardi
Teaching Note for #4261.
Keywords: communication;
corporate vision;
Employee empowerment;
organizational structure;
service management;
Family businesses;
growth strategy;
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Supplement
| HBS Case Collection
|
2010
Rackspace Hosting (2000)
W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy.
Keywords: Customer Focus and Relationships;
Planning;
Organizational Change and Adaptation;
Service Delivery;
Strategy;
Finance;
Information Technology Industry;
Citation:
Sasser, W. Earl, James L. Heskett, and Tom Ryder. "
Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
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Case
| HBS Case Collection
|
2013
(Revised from original 2010 version)
Southwest Airlines: In a Different World
James L. Heskett and W. Earl Sasser Jr.
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.
Keywords: Decision Choices and Conditions;
Service Delivery;
Service Operations;
Organizational Culture;
Competitive Strategy;
Air Transportation Industry;
New York (city, NY);
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Teaching Note
| HBS Case Collection
|
2010
Southwest Airlines: In a Different World (TN)
James L. Heskett and W. Earl Sasser
Teaching Note for 910419.
Keywords: Competition;
Price;
Service Operations;
Globalization;
Cost vs Benefits;
Air Transportation Industry;
New York (state, US);
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Case
| HBS Case Collection
|
2010
Manchester Bidwell Corporation: the Replication Question
Toby E. Stuart, G. Felda Hardymon, James L. Heskett and Ann Leamon
Bill Strickland, CEO of Manchester Bidwell Corporation, must decide the best way to replicate his innovative, award-winning approach to curing poverty. Manchester Bidwell's approach, which provides both adult job-training tuned to fill the needs of local industries and after-school art instruction for at-risk youth, has proven highly effective over the 40 years Strickland has operated it. He wants to replicate this strategy across 100 or 200 cities, but progress has been slow. Is the current intensive approach correct, or should he change it? What would be at risk? How can he best provide his “cure for poverty” to the greatest number of communities?
Keywords: Corporate Entrepreneurship;
Nonprofit Organizations;
Growth and Development;
Social Enterprise;
Poverty;
Training;
Competency and Skills;
Jobs and Positions;
Human Resources;
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Case
| HBS Case Collection
|
2009
(Revised from original 2004 version)
Getting Participant-centered Learning to Work
Thomas R. Piper, James L. Heskett and Gustavo Herrero
The newly appointed dean of a South American business school is eager to transform the learning process from the traditional lecture method to one that actively engages students and contributes to the development of critical managerial skills, attitudes, and world view. To be successful, a number of organizational processes must be changed, and strong alliances must be created with key members of the faculty, administrative staff, alumni, and students.
Keywords: Change Management;
Transformation;
Business Education;
Leading Change;
Business Processes;
Organizational Change and Adaptation;
Alliances;
Education Industry;
South America;
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Case
| HBS Case Collection
|
2008
Professors Sven Larson and Kenneth Carpenter (A)
James L. Heskett and Tor Askild Aase Johannessen
Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.
Keywords: Interpersonal Communication;
Higher Education;
Learning;
Teaching;
Conflict and Resolution;
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Supplement
| HBS Case Collection
|
2008
Professors Sven Larson and Kenneth Carpenter (B)
James L. Heskett and Tor Askild Aase Johannessen
Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.
Keywords: Higher Education;
Teaching;
Learning;
Interpersonal Communication;
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Supplement
| HBS Case Collection
|
2008
Professors Sven Larson and Kenneth Carpenter (C)
James L. Heskett and Tor Askild Aase Johannessen
Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.
Keywords: Higher Education;
Teaching;
Learning;
Interpersonal Communication;
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Supplement
| HBS Case Collection
|
2008
Professors Sven Larson and Kenneth Carpenter (D)
James L. Heskett and Tor Askild Aase Johannessen
Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.
Keywords: Higher Education;
Teaching;
Learning;
Interpersonal Communication;
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Supplement
| HBS Case Collection
|
2008
Professors Sven Larson and Kenneth Carpenter (E)
James L. Heskett and Tor Askild Aase Johannessen
Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.
Keywords: Higher Education;
Teaching;
Learning;
Interpersonal Communication;
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Case
| HBS Case Collection
|
2008
Rackspace Hosting in Late 2000
James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video clips describing the shift to a more customer-focused approach.
Keywords: Customer Focus and Relationships;
Finance;
Management Teams;
Service Operations;
Customer Ownership;
Strategy;
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Case
| HBS Case Collection
|
2007
(Revised from original 2006 version)
Manchester Bidwell Corporation (A)
James L. Heskett
The head of Manchester Bidwell Corp. ponders what it will take to replicate its social services in 100 cities across North America and internationally--an effort that ultimately would cost several hundred million dollars.
Keywords: Cost vs Benefits;
Social Entrepreneurship;
Leadership Style;
Growth Management;
Welfare or Wellbeing;
North and Central America;
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Supplement
| HBS Case Collection
|
2007
(Revised from original 2006 version)
Manchester Bidwell Corporation (B)
James L. Heskett
Supplements the (A) case.
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Supplement
| HBS Case Collection
|
2007
(Revised from original 2006 version)
SuperCat Powerboats (B)
James L. Heskett
Supplements the (A) case.
Keywords: Entertainment and Recreation Industry;
Citation:
Heskett, James L. "
SuperCat Powerboats (B)." Harvard Business School Supplement 806-104, February 2007. (Revised from original January 2006 version.)
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Case
| HBS Case Collection
|
2007
(Revised from original 2006 version)
SuperCat Powerboats (A)
James L. Heskett
Ryan and David Kratz have formed a new company, under very favorable terms, with a fiberglass boat builder. But at the signing of the agreement for the new company's information, the builder's spouse suggests that the Kratz's share of ownership be reduced from 67% to 50%, substantially changing the ownership dynamics.
Keywords: Business Startups;
Negotiation;
Ownership Stake;
Consumer Products Industry;
Citation:
Heskett, James L. "
SuperCat Powerboats (A)." Harvard Business School Case 806-102, February 2007. (Revised from original January 2006 version.)
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Background Note
| HBS Case Collection
|
2006
(Revised from original 2004 version)
Achieving Profitable Growth and Market Value
James L. Heskett and Richard G. Hamermesh
Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's leadership, strategy, and execution need to evolve to deal with rapid growth.
Keywords: Growth Management;
Business Growth and Maturation;
Business Startups;
Change Management;
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Teaching Note
| HBS Case Collection
|
2006
Manchester Bidwell Corporation (TN) (A) and (B)
James L. Heskett
Teaching Note to (806-111) and (806-112).
Keywords: North and Central America;
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Background Note
| HBS Case Collection
|
2005
(Revised from original 2005 version)
A Note on Managing the Growing Venture
Richard G. Hamermesh, James L. Heskett and Michael J. Roberts
Focuses on the strategic and organizational challenges that confront growing enterprises and the entrepreneurs who lead them. Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's leadership, strategy, and execution need to evolve to deal with rapid growth. A rewritten version of an earlier note.
Keywords: Business Growth and Maturation;
Leading Change;
Citation:
Hamermesh, Richard G., James L. Heskett, and Michael J. Roberts. "
A Note on Managing the Growing Venture." Harvard Business School Background Note 805-092, August 2005. (Revised from original January 2005 version.)
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Teaching Note
| HBS Case Collection
|
2005
(Revised from original 2004 version)
ING Direct (TN)
James L. Heskett
Teaching Note to (9-804-167).
Keywords: Financial Services Industry;
Citation:
Heskett, James L. "
ING Direct (TN)." Harvard Business School Teaching Note 804-179, July 2005. (Revised from original May 2004 version.)
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Case
| HBS Case Collection
|
2005
(Revised from original 2004 version)
ING DIRECT
James L. Heskett
The CEO of ING Direct (U.S.) has to decide: (1) whether and how to coordinate his organization's branding effort with its parent, ING Group, and (2) how fast to grow the business. Includes color exhibits.
Keywords: Decision Choices and Conditions;
Entrepreneurship;
Leadership Style;
Growth Management;
Brands and Branding;
Planning;
Problems and Challenges;
Financial Services Industry;
United States;
Citation:
Heskett, James L. "
ING DIRECT." Harvard Business School Case 804-167, May 2005. (Revised from original April 2004 version.)
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Case
| HBS Case Collection
|
2005
(Revised from original 2004 version)
Shouldice Hospital Limited (Abridged)
James L. Heskett and Roger H. Hallowell
A hospital specializing in hernia operations is considering whether and how to expand the reach of its services.
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Case
| HBS Case Collection
|
2003
(Revised from original version)
Shouldice Hospital Limited
James L. Heskett
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.
Keywords: Expansion;
Health Care and Treatment;
Performance Capacity;
Organizational Culture;
Service Delivery;
Growth Management;
Strategic Planning;
Quality;
Social Enterprise;
Health Industry;
Canada;
Citation:
Heskett, James L. "
Shouldice Hospital Limited." Harvard Business School Case 683-068, June 2003. (Revised from original April 1983 version.)
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Teaching Note
| HBS Case Collection
|
2003
(Revised from original 1986 version)
Shouldice Hospital Limited, Teaching Note
James L. Heskett
Teaching Note for (9-683-068).
Keywords: Health Industry;
Canada;
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Case
| HBS Case Collection
|
2003
(Revised from original 2003 version)
Southwest Airlines 2002: An Industry Under Siege
James L. Heskett
The company's management is faced with long-term questions regarding the rate and manner of growth in the wake of the 9/11 attacks and general industry malaise.
Keywords: Cost;
Product;
Risk and Uncertainty;
Growth and Development;
Air Transportation Industry;
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Case
| HBS Case Collection
|
2003
(Revised from original 2003 version)
Office Depot, Inc.: Business Transformation (A)
James L. Heskett, Dan Maher, Daniel F. OBrien, Thomas Watson and Jeffrey F. Rayport
The company's management is considering the possibility of launching a rebranding campaign around the promises "What you need. What you need to know." The questions are whether and when to launch the campaign in view of the large number of training efforts and supporting technologies needed to deliver on the promises.
Keywords: Corporate Entrepreneurship;
Advertising Campaigns;
Brands and Branding;
Business Strategy;
Technology Adoption;
Transformation;
Market Timing;
Growth and Development;
Training;
Retail Industry;
Citation:
Heskett, James L., Dan Maher, Daniel F. OBrien, Thomas Watson, and Jeffrey F. Rayport. "
Office Depot, Inc.: Business Transformation (A)." Harvard Business School Case 803-111, February 2003. (Revised from original January 2003 version.)
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Case
| HBS Case Collection
|
2003
(Revised from original 2003 version)
Office Depot, Inc.: Business Transformation (B)
James L. Heskett, Dan Maher, Daniel F. OBrien, Thomas Watson and Jeffrey F. Rayport
Supplements the (A) case.
Keywords: Retail Industry;
Citation:
Heskett, James L., Dan Maher, Daniel F. OBrien, Thomas Watson, and Jeffrey F. Rayport. "
Office Depot, Inc.: Business Transformation (B)." Harvard Business School Case 803-112, February 2003. (Revised from original January 2003 version.)
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Teaching Note
| HBS Case Collection
|
2003
Southwest Airlines 2002: An Industry Under Siege (TN)
James L. Heskett
Teaching Note for (9-803-133).
Keywords: Air Transportation Industry;
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Teaching Note
| HBS Case Collection
|
2002
Southwest Airlines: 1993 (Abridged Update) TN
James L. Heskett
Teaching Note for (9-395-025).
Keywords: Air Transportation Industry;
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Teaching Note
| HBS Case Collection
|
2001
Cinemex TN
James L. Heskett
Teaching Note for (9-898-108).
Keywords: Entertainment and Recreation Industry;
Mexico City;
Citation:
Heskett, James L. "
Cinemex TN." Harvard Business School Teaching Note 902-405, September 2001.
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Teaching Note
| HBS Case Collection
|
2001
(Revised from original 2000 version)
Cisco Systems: Are You Ready? (A) and (B) TN
James L. Heskett
Teaching Note for (9-901-002) and (9-901-003).
Keywords: Information Technology Industry;
Web Services Industry;
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Case
| HBS Case Collection
|
2001
PlanetFeedback: The Voice of One ... The Power of Many (A)
James L. Heskett
The management of PlanetFeedback in proposes a merger with Intelliseek. Their goal is to create a comprehensive C2B and B2B business focused on the generation and analysis for business clients of consumer feedback data via the Internet, Planet Feedback's board of directors insists that management decide between two basic business strategies: corporate customer service and market analysis support or information generation and analysis.
Keywords: Mergers and Acquisitions;
Decisions;
Information Management;
Data and Data Sets;
Business Strategy;
Internet;
Information Technology Industry;
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Case
| HBS Case Collection
|
2000
(Revised from original 2000 version)
Cisco Systems: Are You Ready? (A)
James L. Heskett and John P. Morgridge
An Internet service provider, INS, in which Cisco Systems has a minority ownership stake, receives an offer of $3.1 billion from Cisco's rival Lucent. Cisco's management has to decide whether to act on a request from INS management that Cisco make a counteroffer. The decision requires that Cisco's highly successful strategy be revisited.
Keywords: Corporate Strategy;
Management Analysis, Tools, and Techniques;
Ownership Stake;
Strategic Planning;
Innovation and Management;
Technology;
Information Technology Industry;
Web Services Industry;
Citation:
Heskett, James L., and John P. Morgridge. "
Cisco Systems: Are You Ready? (A)." Harvard Business School Case 901-002, October 2000. (Revised from original July 2000 version.)
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Case
| HBS Case Collection
|
2000
Cisco Systems: Are You Ready? (B)
James L. Heskett and John P. Morgridge
Supplements the (A) case.
Keywords: Information Technology Industry;
Web Services Industry;
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Teaching Note
| HBS Case Collection
|
2000
Oxford Health Plans (A): Specialty Management [and] Oxford Health Plans (B): Crisis Strikes TN
James L. Heskett, Richard M.J. Bohmer and Jody H. Gittell
Teaching Note for (9-898-042) and (9-800-366).
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Case
| HBS Case Collection
|
2000
(Revised from original 1997 version)
Oxford Health Plans: Specialty Management (A)
James L. Heskett, Jody H. Gittell and James Slayton
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 to and coordinate specialist care is ineffective. The generalist PCP cannot be expected to have knowledge that is sufficiently deep to play the role of coordinator. Wiggins aims to replace it with an approach that connects patients to teams of specialists and health care facilities that have contracted with Oxford to provide total care for particular conditions or "cases," from start to finish. The success of this model rests in part on the ability of specialists and health care facilities to agree contractually on how to split the pie among themselves. But beyond that starting point, it rests on the ability of these distinct entities, each with its own specialized knowledge, to coordinate care more effectively than the generalist PCP. Will this model, on which Wiggins claims to have "bet the company," succeed?
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Case
| HBS Case Collection
|
2000
(Revised from original 1999 version)
GE: We bring good things to life. (B)
James L. Heskett
Supplements the (A) case.
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Case
| HBS Case Collection
|
2000
(Revised from original 1999 version)
GE...We bring good things to life. (A)
James L. Heskett
Jack Welch and the Corporate Executive Council of General Electric are faced with a decision about whether and how to implement a six-sigma quality-improvement effort in the context of many other initiatives already undertaken at GE in recent years.
Keywords: Change Management;
Leadership Style;
Six Sigma;
Quality;
Organizational Change and Adaptation;
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Teaching Note
| HBS Case Collection
|
2000
NYPD New TN
James L. Heskett
Teaching Note for (9-396-293).
Keywords: Public Administration Industry;
Citation:
Heskett, James L. "
NYPD New TN." Harvard Business School Teaching Note 900-021, January 2000.
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Case
| HBS Case Collection
|
1999
(Revised from original 1997 version)
Cinemex
James L. Heskett
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.
Keywords: Business Startups;
Service Operations;
Debates;
Venture Capital;
Customer Satisfaction;
Advertising;
Investment;
Theater Entertainment;
Entertainment and Recreation Industry;
Mexico City;
Citation:
Heskett, James L. "
Cinemex." Harvard Business School Case 898-108, December 1999. (Revised from original November 1997 version.)
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Case
| HBS Case Collection
|
1999
(Revised from original 1996 version)
NYPD New
James L. Heskett
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.
Keywords: Budgets and Budgeting;
Crime and Corruption;
Leadership Style;
Service Operations;
Organizational Design;
Performance Productivity;
Public Administration Industry;
Citation:
Heskett, James L. "
NYPD New." Harvard Business School Case 396-293, June 1999. (Revised from original April 1996 version.)
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Teaching Note
| HBS Case Collection
|
1999
(Revised from original 1999 version)
GE: We bring good things to life (A) and (B)TN
James L. Heskett
Teaching Note for (9-899-162) and (9-899-163).
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Case
| HBS Case Collection
|
1999
(Revised from original version)
Taco Bell Corporation (Abridged Update)
James L. Heskett
Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization.
Keywords: Business Plan;
Growth and Development Strategy;
Service Delivery;
Organizations;
Food and Beverage Industry;
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Teaching Note
| HBS Case Collection
|
1998
Oxford Specialty Management (A) TN
Richard M.J. Bohmer, James L. Heskett and Jody H. Gittell
Teaching Note for (9-898-042).
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Case
| HBS Case Collection
|
1997
(Revised from original version)
Fairfield Inn (Abridged)
James L. Heskett
Keywords: Accommodations Industry;
Citation:
Heskett, James L. "
Fairfield Inn (Abridged)." Harvard Business School Case 396-170, July 1997. (Revised from original November 1995 version.)
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Case
| HBS Case Collection
|
1997
(Revised from original version)
Southwest Airlines: 1993 (A)
James L. Heskett and Roger H. Hallowell
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.
Keywords: Decisions;
Cost Management;
Profit;
Marketing;
Service Operations;
Organizational Culture;
Corporate Strategy;
Expansion;
Air Transportation Industry;
United States;
Citation:
Heskett, James L., and Roger H. Hallowell. "
Southwest Airlines: 1993 (A)." Harvard Business School Case 694-023, April 1997. (Revised from original August 1993 version.)
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Case
| HBS Case Collection
|
1997
(Revised from original version)
Scott Cook and Intuit
James L. Heskett
Scott Cook has just learned that Microsoft has withdrawn its $2 billion offer for his company Intuit. Because of his company's prospects, he is elated. But he now must decide the direction in which to take his company while continuing to focus on the formula of marketing research, customer service, and new product development that has made Intuit successful.
Keywords: Customer Relationship Management;
Entrepreneurship;
Business or Company Management;
Marketing Strategy;
Product Development;
Citation:
Heskett, James L. "
Scott Cook and Intuit." Harvard Business School Case 396-282, January 1997. (Revised from original March 1996 version.)
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Case
| HBS Case Collection
|
1996
Banc One--1996
James L. Heskett and Thomas N. Urban Jr
In February 1995, Banc One faced the replacement of the "Uncommon Partnership," a basic operating strategy that had served it well for years. Leadership now struggled with the new protocols for replacement operating strategies.
Keywords: Financial Strategy;
Leadership;
Management;
Strategy;
Banking Industry;
Citation:
Heskett, James L., and Thomas N. Urban Jr. "
Banc One--1996." Harvard Business School Case 396-315, March 1996.
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Case
| HBS Case Collection
|
1996
Intuit: The TurboTax/MacInTax Crisis (B)
James L. Heskett
Keywords: Crisis Management;
Information Technology Industry;
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Case
| HBS Case Collection
|
1996
Intuit: The TurboTax/MacInTax Crisis (C)
James L. Heskett
Keywords: Crisis Management;
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Case
| HBS Case Collection
|
1996
Intuit: The TurboTax/MacInTax Crisis (D)
James L. Heskett
Keywords: Crisis Management;
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Case
| HBS Case Collection
|
1996
Intuit: The TurboTax/MacInTax Crisis (A)
James L. Heskett
Keywords: Crisis Management;
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Teaching Note
| HBS Case Collection
|
1995
Benetton Group, The TN
James L. Heskett
Teaching Note for (9-396-177).
-
Case
| HBS Case Collection
|
1995
The Benetton Group
James L. Heskett
The management of the Benetton Group includes senior executives advocating two different strategies: 1) expanding manufacturing to develop economies in order to grow Benetton's sales in those markets, and/or, 2)find ways to provide additional support to retailers, some of whom are operating in developed markets against sophisticated competitors and are increasingly embattled. Includes color exhibits.
Keywords: Marketing Strategy;
Business Strategy;
Global Strategy;
Sales;
Growth and Development;
Distribution;
Distribution Channels;
Citation:
Heskett, James L. "
The Benetton Group." Harvard Business School Case 396-177, November 1995.
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Case
| HBS Case Collection
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1995
(Revised from original 1992 version)
Progressive Corporation Transportation Group (A)
James L. Heskett
Keywords: Insurance Industry;
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Case
| HBS Case Collection
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1995
(Revised from original 1995 version)
USAA: Business Process Review for the Great Lakes Region (Abridged)
James L. Heskett
Presents the results of a service process analysis of USAA's claims processing activity in its Great Lakes Region. Explores not only issues of redesigning the process but also the organizational implications of various alternatives.
Keywords: Restructuring;
Mortgages;
Management Practices and Processes;
Business Processes;
Organizational Design;
Mathematical Methods;
Real Estate Industry;
North America;
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Case
| HBS Case Collection
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1994
(Revised from original version)
Banc One Corporation, 1989 (Abridged Update)
James L. Heskett
Keywords: Banking Industry;
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Case
| HBS Case Collection
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1994
Benetton: The "United Colors" Communications Campaigns
James L. Heskett, Stephen A. Greyser and Norman Klein
Keywords: Advertising Campaigns;
Apparel and Accessories Industry;
Citation:
Heskett, James L., Stephen A. Greyser, and Norman Klein. Benetton: The "
United Colors" Communications Campaigns. Harvard Business School Case 595-032, September 1994.
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Case
| HBS Case Collection
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1994
Southwest Airlines: 1993 (Abridged Update)
James L. Heskett
Southwest Airlines management is faced with increasing competition. It must decide which of several route extensions provide the appropriate competitive response while preserving the internal culture that has made the airline so successful.
Keywords: Air Transportation;
Business Strategy;
Competitive Strategy;
Management Teams;
Organizational Culture;
Air Transportation Industry;
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Case
| HBS Case Collection
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1994
(Revised from original version)
CompuServe--1984
James L. Heskett
Keywords: Web Services Industry;
Citation:
Heskett, James L. "
CompuServe--1984." Harvard Business School Case 692-004, March 1994. (Revised from original July 1991 version.)
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Case
| HBS Case Collection
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1994
(Revised from original version)
Texaco, Inc.
James L. Heskett and Roger H. Hallowell
Keywords: Energy Industry;
Citation:
Heskett, James L., and Roger H. Hallowell. "
Texaco, Inc." Harvard Business School Case 392-076, March 1994. (Revised from original January 1992 version.)
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Case
| HBS Case Collection
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1993
(Revised from original 1992 version)
ServiceMaster Co.: The Quality Services Network
James L. Heskett and Roger H. Hallowell
Keywords: Service Industry;
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Case
| HBS Case Collection
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1993
USAA: Business Process Review for the Great Lakes Region
James L. Heskett and Roger H. Hallowell
USAA proposes to develop a new set of processes for its property and casualty division. The case focuses on processes used in automobile claims.
Keywords: Business Processes;
Insurance Industry;
United States;
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Case
| HBS Case Collection
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1993
(Revised from original 1989 version)
Girl Scouts of the U.S.A. (A)
James L. Heskett
Keywords: Nonprofit Organizations;
United States;
Citation:
Heskett, James L. "
Girl Scouts of the U.S.A. (A)." Harvard Business School Case 690-044, June 1993. (Revised from original November 1989 version.)
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Case
| HBS Case Collection
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1993
(Revised from original 1993 version)
Bidwell Training Center, Inc. and Manchester Craftsmen's Guild: Preparation in Pittsburgh
James L. Heskett and Roger H. Hallowell
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.
Keywords: Training;
Non-Governmental Organizations;
Leadership;
Society;
Competency and Skills;
Pittsburgh;
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Case
| HBS Case Collection
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1993
Patient Transfusion Services Lab of Central Blood Bank
James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services.
Keywords: Health Care and Treatment;
Quality;
Service Operations;
Mathematical Methods;
Customer Satisfaction;
Health Industry;
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Teaching Note
| HBS Case Collection
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1993
Patient Transfusion Services Lab of Central Blood Bank TN
James L. Heskett
Teaching Note for (9-693-091).
Keywords: Health Industry;
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Case
| HBS Case Collection
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1993
(Revised from original version)
Fairfield Inn (A)
James L. Heskett
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.
Keywords: Selection and Staffing;
Innovation and Invention;
Growth and Development Strategy;
Franchise Ownership;
Performance Evaluation;
Corporate Strategy;
Accommodations Industry;
Citation:
Heskett, James L. "
Fairfield Inn (A)." Harvard Business School Case 689-092, May 1993. (Revised from original June 1989 version.)
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Case
| HBS Case Collection
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1993
(Revised from original version)
Fairfield Inn (B)
James L. Heskett
The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement, control, and the consistency of an operating strategy.
Keywords: Entertainment;
Measurement and Metrics;
Performance Consistency;
Quality;
Strategy;
Accommodations Industry;
Citation:
Heskett, James L. "
Fairfield Inn (B)." Harvard Business School Case 692-005, May 1993. (Revised from original July 1991 version.)
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Case
| HBS Case Collection
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1993
(Revised from original 1992 version)
Courtyard by Marriott
James L. Heskett and Roger H. Hallowell
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.
Keywords: Human Resources;
Service Operations;
Brands and Branding;
Management Systems;
Decision Making;
Service Industry;
Accommodations Industry;
Citation:
Heskett, James L., and Roger H. Hallowell. "
Courtyard by Marriott." Harvard Business School Case 693-036, January 1993. (Revised from original September 1992 version.)
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Background Note
| HBS Case Collection
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1992
Note on Service Mapping
James L. Heskett
Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations.
Keywords: Management Analysis, Tools, and Techniques;
Operations;
Business Processes;
Organizational Structure;
Service Industry;
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Teaching Note
| HBS Case Collection
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1992
Fairfield Inn (A) TN
James L. Heskett
Teaching Note for (9-689-092).
Keywords: Accommodations Industry;
Citation:
Heskett, James L. "
Fairfield Inn (A) TN." Harvard Business School Teaching Note 693-025, September 1992.
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Supplement
| HBS Case Collection
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1992
Progressive Corporation Transportation Group (C)
James L. Heskett
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Supplement
| HBS Case Collection
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1992
Progressive Corporation Transportation Group (B)
James L. Heskett
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Supplement
| HBS Case Collection
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1992
Texaco, Inc., Video
James L. Heskett
Citation:
Heskett, James L. "
Texaco, Inc., Video." Harvard Business School Video Supplement 392-513, January 1992.
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Supplement
| HBS Case Collection
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1992
Texaco, Inc., Supplement
James L. Heskett and Roger H. Hallowell
Keywords: Energy Generation;
Energy Industry;
Citation:
Heskett, James L., and Roger H. Hallowell. "
Texaco, Inc., Supplement." Harvard Business School Supplement 392-080, January 1992.
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Supplement
| HBS Case Collection
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1991
Girl Scouts of the U.S.A. (A), Video
James L. Heskett
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Case
| HBS Case Collection
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1991
(Revised from original version)
Colgate-Palmolive (A): Company In Transition
James L. Heskett
Keywords: Organizational Change and Adaptation;
Transition;
Consumer Products Industry;
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Case
| HBS Case Collection
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1990
Caldwell Partners International, Inc.
James L. Heskett and Leonard A. Schlesinger
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Teaching Note
| HBS Case Collection
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1990
Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note
James L. Heskett and Leonard A. Schlesinger
Citation:
Heskett, James L., and Leonard A. Schlesinger. "Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note." Harvard Business School Teaching Note 690-072, May 1990.
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Teaching Note
| HBS Case Collection
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1990
(Revised from original version)
Benetton (B), Teaching Note
James L. Heskett
Teaching Note for (9-685-020).
Keywords: United States;
Italy;
Citation:
Heskett, James L. "
Benetton (B), Teaching Note." Harvard Business School Teaching Note 686-122, March 1990. (Revised from original March 1986 version.)
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Case
| HBS Case Collection
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1989
(Revised from original version)
CompuServe (B)
James L. Heskett
Keywords: Online Technology;
Web;
Web Services Industry;
Citation:
Heskett, James L. "
CompuServe (B)." Harvard Business School Case 386-095, December 1989. (Revised from original October 1985 version.)
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Case
| HBS Case Collection
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1989
Girl Scouts of the U.S.A. (C)
James L. Heskett
Keywords: Nonprofit Organizations;
United States;
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Case
| HBS Case Collection
|
1989
Girl Scouts of the U.S.A. (B)
James L. Heskett
Keywords: Nonprofit Organizations;
United States;
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Case
| HBS Case Collection
|
1989
(Revised from original version)
CompuServe (A)
James L. Heskett
Keywords: Online Technology;
Information Technology;
Information Technology Industry;
Communications Industry;
Citation:
Heskett, James L. "
CompuServe (A)." Harvard Business School Case 386-067, October 1989. (Revised from original September 1985 version.)
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Case
| HBS Case Collection
|
1989
(Revised from original 1985 version)
Benetton (B)
James L. Heskett
The managing director of Benetton is faced with several issues concerning the adequacy of the company's organization to capitalize on the early success it has achieved in an important foreign market, the United States. Specifically, the case raises questions about whether Benetton should alter its strategy and form a U.S. subsidiary, the responsibilities that managers in such a subsidiary should hold, and other organizational changes that should be made at the company's Italian headquarters to accommodate such actions. In addition, it focuses on the management of the transition from an entrepreneurial to a professionally-managed stage of a company's development.
Keywords: Organizational Structure;
Global Strategy;
Transition;
Growth and Development Strategy;
Success;
Business Headquarters;
Business Subsidiaries;
Organizational Change and Adaptation;
Business Growth and Maturation;
United States;
Italy;
Citation:
Heskett, James L. "
Benetton (B)." Harvard Business School Case 685-020, April 1989. (Revised from original June 1985 version.)
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Teaching Note
| HBS Case Collection
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1989
(Revised from original version)
Benetton (A), Teaching Note
James L. Heskett
Teaching Note for (9-685-014).
Keywords: Apparel and Accessories Industry;
United States;
Europe;
Citation:
Heskett, James L. "
Benetton (A), Teaching Note." Harvard Business School Teaching Note 686-019, March 1989. (Revised from original September 1985 version.)
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Supplement
| HBS Case Collection
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1989
ServiceMaster Industries, Inc., Video
James L. Heskett
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Case
| HBS Case Collection
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1989
(Revised from original 1984 version)
Benetton (A)
James L. Heskett
The world's largest manufacturer of woolen outerwear garments seeks to extend its retailing network to the United States from its base in Europe. A number of issues concerning marketing, manufacturing, and logistics strategy are raised by the proposed move along with specific questions about how the move should be managed. The case describes a well-thought-out, functionally integrated strategy for Europe in a way that allows assessment of its applicability for a proposed U.S. effort.
Keywords: Logistics;
Brands and Branding;
Networks;
Production;
Marketing Strategy;
Globalization;
Apparel and Accessories Industry;
United States;
Europe;
Citation:
Heskett, James L. "
Benetton (A)." Harvard Business School Case 685-014, February 1989. (Revised from original September 1984 version.)
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Case
| HBS Case Collection
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1988
Atherton Paint Corp.
James L. Heskett
Keywords: Competitive Strategy;
Citation:
Heskett, James L. "
Atherton Paint Corp." Harvard Business School Case 589-064, October 1988.
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Background Note
| HBS Case Collection
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1988
(Revised from original version)
Selecting and Developing People
James L. Heskett
Citation:
Heskett, James L. "
Selecting and Developing People." Harvard Business School Background Note 388-045, September 1988. (Revised from original September 1987 version.)
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Case
| HBS Case Collection
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1988
(Revised from original version)
Sepratech Corp. (A)
James L. Heskett
Keywords: Green Technology Industry;
Citation:
Heskett, James L. "
Sepratech Corp. (A)." Harvard Business School Case 387-051, August 1988. (Revised from original September 1986 version.)
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Supplement
| HBS Case Collection
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1988
General Electric Co.: Jack Welch Question and Answer Session, October 28, 1987, Video
James L. Heskett
Jack Welch updates an MBA class on events which have taken place since 1984. Answers questions about his job and the task of leading a global company.
Keywords: Management Teams;
Leadership;
Globalized Firms and Management;
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Case
| HBS Case Collection
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1988
(Revised from original version)
ServiceMaster Industries, Inc.
James L. Heskett
The CEO of ServiceMaster Industries has convened an internal task force to come up with ideas for reorganizing the company to accommodate unusually fast growth. In developing both alternatives and criteria for appraising them, the task force has to keep in mind the strong company culture.
Keywords: Restructuring;
Leading Change;
Growth and Development Strategy;
Organizational Culture;
Citation:
Heskett, James L. "
ServiceMaster Industries, Inc." Harvard Business School Case 388-064, June 1988. (Revised from original November 1987 version.)
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Background Note
| HBS Case Collection
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1987
(Revised from original version)
The Job of the General Manager
James L. Heskett
Describes elements of the job of the general manager that are addressed in the Management Policy and Practice course at the Harvard Business School. These include: 1) establishing strategic direction, 2) setting goals and managing standards of performance, 3) marshalling and allocating resources, 4) selecting and developing people, 5) organizing effort, 6) maintaining an understanding of day-to-day operations, and 7) building a positive working environment.
Keywords: Experience and Expertise;
Policy;
Recruitment;
Working Conditions;
Managerial Roles;
Resource Allocation;
Mission and Purpose;
Performance Evaluation;
Strategy;
Value;
Citation:
Heskett, James L. "
The Job of the General Manager." Harvard Business School Background Note 388-035, October 1987. (Revised from original September 1987 version.)
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Teaching Note
| HBS Case Collection
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1987
(Revised from original version)
CompuServe (A), Teaching Note
James L. Heskett
Citation:
Heskett, James L. "CompuServe (A), Teaching Note." Harvard Business School Teaching Note 386-086, October 1987. (Revised from original October 1985 version.)
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Background Note
| HBS Case Collection
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1987
(Revised from original version)
Managing the Turnaround
James L. Heskett
Citation:
Heskett, James L. "
Managing the Turnaround." Harvard Business School Background Note 387-065, October 1987. (Revised from original October 1986 version.)
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Supplement
| HBS Case Collection
|
1987
(Revised from original version)
Sepratech Corp. (B)
James L. Heskett
Citation:
Heskett, James L. "
Sepratech Corp. (B)." Harvard Business School Supplement 387-052, October 1987. (Revised from original October 1986 version.)
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Supplement
| HBS Case Collection
|
1987
(Revised from original version)
Sepratech Corp. (C)
James L. Heskett
Citation:
Heskett, James L. "
Sepratech Corp. (C)." Harvard Business School Supplement 387-053, October 1987. (Revised from original October 1986 version.)
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Background Note
| HBS Case Collection
|
1987
(Revised from original version)
Start-up and Entrepreneurship
James L. Heskett
Citation:
Heskett, James L. "
Start-up and Entrepreneurship." Harvard Business School Background Note 387-062, September 1987. (Revised from original October 1986 version.)
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Background Note
| HBS Case Collection
|
1987
Organizing Effort: Aligning Organization and Other Elements of Strategy
James L. Heskett
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Background Note
| HBS Case Collection
|
1987
Establishing Strategic Direction: Appraising and Implementing Strategy
James L. Heskett
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Background Note
| HBS Case Collection
|
1987
Establishing Strategic Direction: Aligning Elements of Strategy
James L. Heskett
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Background Note
| HBS Case Collection
|
1987
Basic Issues in the Process of Formulating Strategy, Setting Goals, and Managing Standards of Performance
James L. Heskett
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Teaching Note
| HBS Case Collection
|
1987
(Revised from original version)
CompuServe (B), (C), (D), and (E), Teaching Note
James L. Heskett
Citation:
Heskett, James L. "CompuServe (B), (C), (D), and (E), Teaching Note." Harvard Business School Teaching Note 386-158, April 1987. (Revised from original April 1986 version.)
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Supplement
| HBS Case Collection
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1987
CompuServe: Charlie McCall, Video
James L. Heskett
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Supplement
| HBS Case Collection
|
1986
(Revised from original version)
CompuServe (D)
James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job as CEO at CompuServe.
Keywords: Management Teams;
Problems and Challenges;
Information Technology Industry;
Citation:
Heskett, James L. "
CompuServe (D)." Harvard Business School Supplement 386-097, November 1986. (Revised from original October 1985 version.)
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Supplement
| HBS Case Collection
|
1986
(Revised from original version)
CompuServe (E)
James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job of CEO at CompuServe.
Keywords: Management Teams;
Problems and Challenges;
Information Technology Industry;
Citation:
Heskett, James L. "
CompuServe (E)." Harvard Business School Supplement 386-098, November 1986. (Revised from original October 1985 version.)
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Supplement
| HBS Case Collection
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1986
(Revised from original version)
CompuServe (A1)
James L. Heskett
This addendum to CompuServe (A) describes how resources were allocated.
Keywords: Resource Allocation;
Information Technology Industry;
Citation:
Heskett, James L. "
CompuServe (A1)." Harvard Business School Supplement 386-094, February 1986. (Revised from original October 1985 version.)
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Supplement
| HBS Case Collection
|
1986
CompuServe (A): Jeff Wilkins, Video
James L. Heskett
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Supplement
| HBS Case Collection
|
1986
CompuServe (B): Jeff Wilkins, Video
James L. Heskett
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Supplement
| HBS Case Collection
|
1985
CompuServe (C)
James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job of CEO at CompuServe.
Keywords: Management Teams;
Problems and Challenges;
Information Technology Industry;
Citation:
Heskett, James L. "
CompuServe (C)." Harvard Business School Supplement 386-096, October 1985.
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Supplement
| HBS Case Collection
|
1985
Benetton Factory Tour--Ponzano, Italy, Video
James L. Heskett
Shows the flow of products through Benetton's Ponzano factory, including its use of subcontractors. Includes information about Benetton's manufacturing, logistics, and retailing strategies.
Keywords: Factories, Labs, and Plants;
Logistics;
Product;
Production;
Strategy;
Italy;
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Case
| HBS Case Collection
|
1985
Zapata Corp. (A)
James L. Heskett
Citation:
Heskett, James L. "
Zapata Corp. (A)." Harvard Business School Case 686-004, July 1985.
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Case
| HBS Case Collection
|
1985
Zapata Corp. (B)
James L. Heskett
Citation:
Heskett, James L. "
Zapata Corp. (B)." Harvard Business School Case 686-005, July 1985.
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Background Note
| HBS Case Collection
|
1983
(Revised from original version)
Note on Marketing Arithmetic and Related Marketing Terms
James L. Heskett and Theodore Levitt
A basic note to be used at the beginning of the introductory marketing course to familiarize students with the arithmetic techniques, concepts, and terms that are typically employed in the analysis of a first year marketing case.
Keywords: Marketing;
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Case
| HBS Case Collection
|
1983
(Revised from original version)
Garber Travel Service, Inc.
James L. Heskett
Keywords: Tourism Industry;
Citation:
Heskett, James L. "
Garber Travel Service, Inc." Harvard Business School Case 677-210, February 1983. (Revised from original April 1977 version.)
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Case
| HBS Case Collection
|
1980
(Revised from original version)
Distrigas Corp.
James L. Heskett
Keywords: Energy Industry;
Citation:
Heskett, James L. "
Distrigas Corp." Harvard Business School Case 371-280, October 1980. (Revised from original December 1970 version.)
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Case
| HBS Case Collection
|
1975
(Revised from original version)
Ropax, Inc. (A)
James L. Heskett and David H. Maister
Citation:
Heskett, James L., and David H. Maister. "
Ropax, Inc. (A)." Harvard Business School Case 675-064, July 1975. (Revised from original November 1974 version.)