TD Canada Trust (C): Translating the Service Model to Service Operations

Dennis  Campbell; Brent  Kazan

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Supplement | HBS Case Collection | April 2008 (Revised October 2008)

TD Canada Trust (C): Translating the Service Model to Service Operations

by Dennis Campbell and Brent Kazan

Keywords: Banks and Banking; Business Model; Service Operations; Banking Industry; Canada;

Format: Print

10 pages

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Citation:

Campbell, Dennis, and Brent Kazan. "TD Canada Trust (C): Translating the Service Model to Service Operations." Harvard Business School Supplement 108-055, April 2008. (Revised October 2008.)

About the Author

Dennis Campbell

Dwight P. Robinson, Jr. Professor of Business Administration
Unit Head, Accounting and Management

Accounting and Management

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Technical Note | HBS Case Collection | June 2019

Sustaining Corporate Culture in a Growing Organization

Dennis Campbell and Tatiana Sandino

Citation:
Campbell, Dennis, and Tatiana Sandino. "Sustaining Corporate Culture in a Growing Organization." Harvard Business School Technical Note 119-109, June 2019. View Details

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Case | HBS Case Collection | April 2019

GE Appliances: Implementing Haier’s Made-In-China Management System

Dennis Campbell, Marshall Meyer, Bonnie Yining Cao and Dawn H. Lau

Keywords: Business or Company Management; Growth and Development Strategy; Manufacturing Industry; Retail Industry; Consumer Products Industry; China; United States;

Citation:
Campbell, Dennis, Marshall Meyer, Bonnie Yining Cao, and Dawn H. Lau. "GE Appliances: Implementing Haier’s Made-In-China Management System." Harvard Business School Case 119-099, April 2019. View Details

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Case | HBS Case Collection | October 2017 (Revised April 2019)

Eastern Bank: Innovating Through Eastern Labs

Karen Mills, Dennis Campbell and Aaron Mukerjee

Eastern Bank is a 200-year-old New England mutual bank with a community focus. Eastern specializes in small business lending, having made strategic investments to become the top SBA lender in New England in the midst of the Great Recession, when other banks were pulling back. But with technology threatening to disrupt Eastern’s relationship banking model, CEO Bob Rivers is getting worried. Looking to spur innovation at the bank, he set up meetings at MIT to talk with “fintech” entrepreneurs. In a deliberate quest for innovation talent, Rivers finds his way to Dan O'Malley, co-founder of the payments division at Capital One and, most recently, CEO of a failed online bank. O'Malley agrees to join the bank as Chief Digital Officer, leading product development, customer support, and “Eastern Labs”—a new office enclosed by glass walls and located in the middle of Eastern's main lobby. Rivers provides Labs with $4 million annually—1% of gross revenues—to develop new banking technologies, and promises to help O’Malley spin out his own company if he develops product that can be monetized. O’Malley conducts tests in insurance cross-selling and small business lending, eventually launching a completely automated small business lending product. Rivers keeps the promise by helping O'Malley spin out a bank technology company called Numerated, and secures a 25% equity share for Eastern. But by the time of the spin out, Rivers is reassessing the success of the effort. Did Rivers have the right intrapreneurship model? Did he change the culture at Eastern? Did he make a mistake spinning off Numerated into a separate company? What lessons can he learn for “Labs 2.0”?

Keywords: Banks and Banking; Technological Innovation; Entrepreneurship; Management;

Citation:
Mills, Karen, Dennis Campbell, and Aaron Mukerjee. "Eastern Bank: Innovating Through Eastern Labs." Harvard Business School Case 318-068, October 2017. (Revised April 2019.) View Details

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TD Canada Trust (C): Translating the Service Model to Service Operations

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