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• Case | HBS Case Collection | September 2015 (Revised September 2020)

  Gap Inc.: Refashioning Performance Management

  Joshua Margolis, Paul McKinnon and Michael Norris

  In 2014, clothing retailer Gap Inc. rolled out a new performance management process for headquarters staff that did away with a traditional rating and ranking system. The new process involved informal monthly meetings between managers and their reports, and it more closely tied bonuses to business performance. Would it serve to motivate employees? Could its framework be used in Gap Inc.'s thousands of stores?

  Keywords: performance management; retail; HR; Motivation and Incentives; Performance Improvement; Human Resources; Performance Evaluation; Apparel and Accessories Industry; Retail Industry;

  Citation:

  Margolis, Joshua, Paul McKinnon, and Michael Norris. "Gap Inc.: Refashioning Performance Management." Harvard Business School Case 416-019, September 2015. (Revised September 2020.)  View Details

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• Case | HBS Case Collection | September 2020

  Jan Swartz: Steering Princess Cruises Through the COVID-19 Crisis

  Boris Groysberg and Michael Norris

  In the summer of 2020, Jan Swartz, President of Princess Cruises, was persevering to lead her company back from the depths of the COVID-19 Pandemic. Diamond Princess, one of Princess Cruises’ 18 ships was the site of one of the earliest large outbreaks of COVID-19 outside of China. The outbreak led to hundreds of cases, at least a dozen deaths, media scrutiny, government investigations, and legal proceedings. In early March 2020, Swartz made the decision to pause all global operations of her company, the first cruise company to do so. Six months later, how could Princess Cruises restart operations safely and profitably?

  Keywords: Leadership; Leading Change; Crisis Management; Natural Disasters; Ship Transportation; Health Pandemics; Human Resources; Business Strategy; Gender; Entertainment and Recreation Industry; Travel Industry; Tourism Industry; Japan; United States;

  Citation:

  Groysberg, Boris, and Michael Norris. "Jan Swartz: Steering Princess Cruises Through the COVID-19 Crisis." Harvard Business School Case 421-036, September 2020.  View Details

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• Teaching Note | HBS Case Collection | May 2014 (Revised August 2020)

  Building a Social Media Culture at Dell

  Rohit Deshpandé and Michael Norris

  Citation:

  Deshpandé, Rohit, and Michael Norris. "Building a Social Media Culture at Dell." Harvard Business School Teaching Note 514-113, May 2014. (Revised August 2020.)  View Details

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