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- Faculty Publications (183)
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry...
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Keywords:
Information Infrastructure;
Customer Relationship Management;
Job Cuts and Outsourcing;
Service Operations;
Business or Company Management;
Emerging Markets;
Problems and Challenges;
Service Delivery;
Computer Industry;
United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- January 2002 (Revised October 2007)
- Case
Grantham, Mayo, Van Otterloo & Co., 2001
By: Joshua Musher and Andre F. Perold
Asset manager GMO underperforms the market during the 1996-2000 stock market bubble because of the focus on absolute risk. After suffering significant client withdrawals, performance again shines when the bubble collapses. Did they win the battle only to lose the war?...
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Keywords:
Customers;
Asset Management;
Stocks;
Investment;
Price Bubble;
Mathematical Methods;
Risk and Uncertainty
Musher, Joshua, and Andre F. Perold. "Grantham, Mayo, Van Otterloo & Co., 2001." Harvard Business School Case 202-049, January 2002. (Revised October 2007.)
- November 2001 (Revised September 2002)
- Case
International Management Group (IMG)
By: Bharat N. Anand and Kate Attea
In 2001, International Management Group (IMG) is the dominant company in the sports management industry. Its founder and CEO, Mark McCormack, is credited with having created the industry of sports management in the early 1960s. Over the next 40 years, IMG's expansion...
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Keywords:
Customer Focus and Relationships;
Finance;
Organizational Structure;
Planning;
Relationships;
Conflict of Interests;
Competition;
Corporate Strategy;
Expansion;
Sports Industry
Anand, Bharat N., and Kate Attea. "International Management Group (IMG)." Harvard Business School Case 702-409, November 2001. (Revised September 2002.)
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain.
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Keywords:
Mission and Purpose;
Management Practices and Processes;
Customer Focus and Relationships;
Customer Relationship Management;
Consulting Industry;
Netherlands
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
- February 2001
- Case
PlanetFeedback: The Voice of One ... The Power of Many (A)
By: 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...
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Keywords:
Mergers and Acquisitions;
Decisions;
Information Management;
Analytics and Data Science;
Business Strategy;
Internet and the Web;
Information Technology Industry
Heskett, James L. "PlanetFeedback: The Voice of One ... The Power of Many (A)." Harvard Business School Case 901-051, February 2001.
- October 2000 (Revised November 2000)
- Case
Bridgespan Group, The
By: Allen S. Grossman and John D. Kalafatas
Bain & Co., a consulting firm with a client list that ranges from entrepreneurial start-ups to global corporations, wanted to increase its involvement with nonprofit organizations. Rather than continuing to integrate the work into the existing organization, Bain...
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Keywords:
Nonprofit Organizations;
Corporate Social Responsibility and Impact;
Problems and Challenges;
Leadership Style;
Growth and Development Strategy;
Consulting Industry
Grossman, Allen S., and John D. Kalafatas. "Bridgespan Group, The." Harvard Business School Case 301-011, October 2000. (Revised November 2000.)
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery.
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Keywords:
Competency and Skills;
Customer Relationship Management;
Knowledge Acquisition;
Service Delivery;
Performance Effectiveness;
Adaptation;
Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- September 2000
- Background Note
Professional Services Module One: Introduction to the Challenges Facing PSFs
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
This initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side.
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DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module One: Introduction to the Challenges Facing PSFs." Harvard Business School Background Note 801-007, September 2000.
- May 1999
- Case
The Saga of Prince Jefri and KPMG (A): Mystery of the Missing Billions
By: Ashish Nanda
Accounting and law firms around the globe are following with great interest the progress through British courts of a lawsuit. Those familiar with the suit, filed by Prince Jefri of Brunei against the professional service firm KPMG Peat Marwick, remark that its judgment...
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Nanda, Ashish. "The Saga of Prince Jefri and KPMG (A): Mystery of the Missing Billions." Harvard Business School Case 899-266, May 1999.
- March 1999
- Article
Practices for Managing Information Flows Within Organizations
By: Joel Demski, Tracy Lewis, Dennis Yao and Huseyin Yildirim
Firm organization determines how coworkers communicate and how information flows within the firm. Banking, accounting, consulting, and legal firms process proprietary information which their clients wish to protect. The firm's ability to safeguard and manage...
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Keywords:
Information Management;
Management Practices and Processes;
Safety;
Governance Controls;
Customer Focus and Relationships
Demski, Joel, Tracy Lewis, Dennis Yao, and Huseyin Yildirim. "Practices for Managing Information Flows Within Organizations." Journal of Law, Economics & Organization 15, no. 1 (March 1999): 107–131. (Harvard users click here for full text.)
- February 1999 (Revised June 2000)
- Case
Alexander Bandelli (A)
By: Thomas J. DeLong and Catherine M. Conneely
Alexander Bandelli has the opportunity to redefine the way real estate business is done in the Northeast region. He has just joined Ronsini and Fitch and has been asked by senior management to move to a client focus rather than the older, traditional transaction focus....
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Keywords:
Change Management;
Customer Focus and Relationships;
Management Teams;
Real Estate Industry;
Northeastern United States
DeLong, Thomas J., and Catherine M. Conneely. "Alexander Bandelli (A)." Harvard Business School Case 899-146, February 1999. (Revised June 2000.)
- December 1998 (Revised December 1999)
- Case
Morgan Stanley Dean Witter Private Client Services
By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely
The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer...
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Keywords:
Mergers and Acquisitions;
Business Divisions;
Investment Banking;
Brands and Branding;
Salesforce Management;
Competitive Strategy;
Retail Industry
DeLong, Thomas J., David M. Darst, Ann K Rusher, and Catherine M. Conneely. "Morgan Stanley Dean Witter Private Client Services." Harvard Business School Case 899-107, December 1998. (Revised December 1999.)
- September 1998
- Case
Vanguard Group, Inc. (1998), The
By: Andre F. Perold
Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of...
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Keywords:
Asset Management;
Cost Management;
Investment Funds;
Product;
Service Operations;
Performance Expectations;
Competition;
Consolidation;
Expansion;
Internet;
Financial Services Industry
Perold, Andre F. "Vanguard Group, Inc. (1998), The." Harvard Business School Case 299-002, September 1998.
- May 1998 (Revised February 1999)
- Case
Diamond in the Rough (A)
By: Thomas J. DeLong and Catherine M. Conneely
Diamond Technology Partners, a consulting firm based in Chicago, was founded in 1994 by Mel Bergstein and Chris Moffitt, with investment from founding partners and Safeguard Scientifics. In April 1996, just after fiscal year-end, the two largest clients withdrew from...
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Keywords:
Information Technology;
Entrepreneurship;
Going Public;
Crisis Management;
Finance;
Consulting Industry;
Chicago
DeLong, Thomas J., and Catherine M. Conneely. "Diamond in the Rough (A)." Harvard Business School Case 898-115, May 1998. (Revised February 1999.)
- March 1998 (Revised March 1999)
- Case
Shepard Quraeshi Associates (A)
By: Lynn S. Paine and Harold F. Hogan Jr
Samina Quraeshi, principal of Boston-based Shepard Quraeshi Associates, must decide whether to take legal action against her key employees after they leave her firm to start their own, taking with them key clients and data. Quraeshi sees the situation as reflecting...
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Keywords:
Ethnicity;
Nationality;
Ethics;
Employees;
Gender;
Cross-Cultural and Cross-Border Issues;
Immigration;
Growth and Development Strategy;
United States
Paine, Lynn S., and Harold F. Hogan Jr. "Shepard Quraeshi Associates (A)." Harvard Business School Case 398-112, March 1998. (Revised March 1999.)
- September 1995 (Revised May 1998)
- Case
RogersCasey Alternative Investments: Innovative Response to the Distribution Challenge
By: Josh Lerner
RogersCasey Alternative Investments faces the challenge of managing distributions of stock by the private equity investors in which their clients have invested. These distributed shares appear to behave in complex ways, apparently at odds with market efficiency. A...
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Keywords:
Private Equity;
Stocks;
Financial Strategy;
Investment;
Innovation Strategy;
Management;
Distribution;
Performance;
Behavior
Lerner, Josh. "RogersCasey Alternative Investments: Innovative Response to the Distribution Challenge." Harvard Business School Case 296-024, September 1995. (Revised May 1998.)
- November 1993
- Case
FCB and Publicis (C): The German-Led Network
By: Rosabeth M. Kanter and Pamela A. Yatsko
After U.S.-based Foote, Cone & Belding (FCB) and Publicis of France established an international advertising alliance in May 1988, alliance leaders set out to merge offices in Europe. They were confronted with a particularly tricky situation in Germany, which, if...
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Keywords:
Joint Ventures;
Alliances;
Globalized Firms and Management;
Partners and Partnerships;
Advertising;
Cross-Cultural and Cross-Border Issues;
Diversity;
Communications Industry;
Advertising Industry;
France;
Germany;
United States;
Europe
Kanter, Rosabeth M., and Pamela A. Yatsko. "FCB and Publicis (C): The German-Led Network." Harvard Business School Case 394-079, November 1993.
- October 1993 (Revised September 1994)
- Case
Catalina Marketing Corp.
By: David E. Bell, Walter J. Salmon and Dinny Starr
Catalina Marketing is a very successful marketing service firm. Their current customers include major supermarket retailers and consumer products manufacturers nation-wide. Catalina provides a unique way for these clients to distribute coupons for their products via...
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Keywords:
Advertising;
Information Management;
Expansion;
Product;
Salesforce Management;
Information Technology;
Growth and Development Strategy;
Customer Value and Value Chain;
Advertising Industry
Bell, David E., Walter J. Salmon, and Dinny Starr. "Catalina Marketing Corp." Harvard Business School Case 594-026, October 1993. (Revised September 1994.)
- January 1993 (Revised November 1993)
- Case
FCB and Publicis (A): Forming the Alliance
Two of the largest ad agencies form a partnership to be able to offer their clients global capabilities. After five years, how is the alliance faring? May be used with FCB and Publicis (B): Managing Client and Country Diversity and (C): The German-Led Network.
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Keywords:
Alliances;
Partners and Partnerships;
Globalized Firms and Management;
Advertising;
Global Strategy;
Marketing Strategy;
Customer Focus and Relationships;
Market Timing;
Outcome or Result;
Advertising Industry;
United States;
France;
Germany
Kanter, Rosabeth M. "FCB and Publicis (A): Forming the Alliance." Harvard Business School Case 393-099, January 1993. (Revised November 1993.)
- January 1993 (Revised November 1993)
- Case
FCB and Publicis (B): Managing Client and Country Diversity
Discusses FCB and Publicis, partners in a global advertising agency alliance, working together with their clients to provide excellent service. May be used with FCB and Publicis (A): Forming the Alliance and (C): The German-Led Network.
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Keywords:
Customer Relationship Management;
Alliances;
Cooperation;
Globalized Firms and Management;
Partners and Partnerships;
Marketing Strategy;
Advertising;
Diversity;
Advertising Industry;
France;
Germany;
United States
Kanter, Rosabeth M. "FCB and Publicis (B): Managing Client and Country Diversity." Harvard Business School Case 393-100, January 1993. (Revised November 1993.)