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• Exercise | December 2015 (Revised October 2018)

  Customer Compatibility Exercise

  Ryan W. Buell

  Citation:

  Buell, Ryan W. "Customer Compatibility Exercise." Harvard Business School Exercise 616-043, December 2015. (Revised October 2018.)  View Details

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• Module Note | October 2018

  Supply Chain Management

  Willy C. Shih

  This note on supply chain management provides background for the seven class supply chain module in the Technology & Operations Management required curriculum course taught at the Harvard Business School. This module includes four broad topics: sourcing and supply chain structure, supply chain coordination, coping with uncertain demand, and supply chain visibility.

  Keywords: supply chain management; supply chain; supply chain information; Supply ＆ demand; supply chain industries; Supply Chain Management; Supply Chain; Manufacturing Industry; Consumer Products Industry; Food and Beverage Industry; Service Industry; United States; Asia; Europe; Japan; China;

  Citation:

  Shih, Willy C. "Supply Chain Management." Harvard Business School Module Note 619-023, October 2018.  View Details

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• Case | HBS Case Collection | October 2018

  Commonwealth Bank of Australia: Unbanklike Experimentation

  Ryan W. Buell and Leslie K. John

  In August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers’ needs – leading to low satisfaction scores, cancellations, and occasionally, financial distress. To that end, the company’s Behavioral Economics team had developed a provocative experiment dubbed “The Good and the Bad.” Rather than just presenting the strengths of its various credit card offerings, they proposed also promoting each credit card’s less-obvious drawbacks. Being transparent with customers might help them make better choices, but would those choices come at the expense of bank performance? Should a company choose to be in the sales prevention business?

  Keywords: transparency; Banks and Banking; Credit Cards; Customer Focus and Relationships; Competitive Strategy;

  Citation:

  Buell, Ryan W., and Leslie K. John. "Commonwealth Bank of Australia: Unbanklike Experimentation." Harvard Business School Case 619-018, October 2018.  View Details

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