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All HBS Web
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- Faculty Publications (1,013)
- January 1992
- Background Note
Managing Sales Interfaces: An Introduction
Concerns issues involved in coordinating sales efforts with product management and customer service activities. First, discusses environmental factors that increase integration requirements among these groups, and why these factors make the field sales force a crucial...
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Keywords:
Product Marketing;
Social Marketing;
Multi-Sided Platforms;
Groups and Teams;
Salesforce Management
Cespedes, Frank V. "Managing Sales Interfaces: An Introduction." Harvard Business School Background Note 592-068, January 1992.
- August 1991 (Revised September 1994)
- Background Note
What Is Industrial Marketing?
Discusses the key distinguishing aspects of industrial as compared to consumer marketing. These differences are highlighted for organizational as well as marketing mix aspects.
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Keywords:
Customer Relationship Management;
Innovation Strategy;
Growth and Development Strategy;
Marketing Channels;
Marketing Strategy;
Marketplace Matching;
Organizational Change and Adaptation;
Core Relationships;
Industrial Products Industry;
Manufacturing Industry
Rangan, V. Kasturi. "What Is Industrial Marketing?" Harvard Business School Background Note 592-012, August 1991. (Revised September 1994.)
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;...
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Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
- June 1991 (Revised October 1991)
- Case
General Electric: Reg Jones and Jack Welch
By: Francis Aguilar and Christopher A. Bartlett
When GE's retiring Reginald Jones turned the job of CEO over to Jack Welch on April 1, 1981, the Wall Street Journal reported that GE had "decided to replace a legend with a live wire." Some wondered if the young dynamo could fill the elder statesman's very large...
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Keywords:
Management Teams;
Business or Company Management;
Change Management;
Leading Change;
Restructuring;
Investment;
Strategic Planning;
Organizational Change and Adaptation;
Management Succession
Aguilar, Francis, and Christopher A. Bartlett. "General Electric: Reg Jones and Jack Welch." Harvard Business School Case 391-144, June 1991. (Revised October 1991.)
- June 1991 (Revised February 1999)
- Case
Willow Creek Community Church (A)
Describes the historic evolution and current positioning of a Christian church which focuses on the attraction of "unchurched" individuals. Describes the church's strategic service vision and its current growth and leadership problems.
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Keywords:
Mission and Purpose;
Strategic Planning;
Social Enterprise;
Marketing Strategy;
Growth Management;
Religion;
Service Industry
Schlesinger, Leonard A. "Willow Creek Community Church (A)." Harvard Business School Case 691-102, June 1991. (Revised February 1999.)
- June 1991 (Revised June 1993)
- Case
Becton Dickinson (B): Global Management
By: Michael Beer
The president of Becton Dickinson (BD) and his top management team struggle with issues of: 1) how to manage the top of the organization, focusing on leadership style, the committee structure, and the role of sector presidents, and 2) how to manage a multinational...
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Keywords:
Globalized Firms and Management;
Multinational Firms and Management;
Human Resources;
Leadership Style;
Management Teams;
Corporate Strategy;
Health Industry
Beer, Michael. "Becton Dickinson (B): Global Management." Harvard Business School Case 491-152, June 1991. (Revised June 1993.)
- March 1991 (Revised May 1995)
- Case
Kraft General Foods: The Merger (A)
By: David J. Collis
Describes Philip Morris' acquisitions of General Foods in 1985 and Kraft, Inc. in 1989, focusing on the integration of Kraft and General Foods that forms a $30 billion food subsidiary. Details the steps required to merge these two large companies, emphasizing the...
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Keywords:
Mergers and Acquisitions;
Business Subsidiaries;
Business or Company Management;
Managerial Roles;
Business Processes;
Cooperation;
Integration;
Food and Beverage Industry
Collis, David J. "Kraft General Foods: The Merger (A)." Harvard Business School Case 391-139, March 1991. (Revised May 1995.)
- March 1991 (Revised July 1993)
- Case
Kyocera Corp.
By: John P. Kotter
Examines the three factors critical to this company's remarkable success in the high tech field. The first factor is the founder, Dr. Inamori's powerful leadership. The second is the strong corporate culture or philosophy of the firm. The third element in Kyocera's...
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Keywords:
Customer Relationship Management;
Information Infrastructure;
Leadership Style;
Management Systems;
Management Style;
Organizational Culture;
Practice;
Profit;
Planning;
Technology Industry;
Electronics Industry
Kotter, John P. "Kyocera Corp." Harvard Business School Case 491-078, March 1991. (Revised July 1993.)
- February 1991 (Revised April 1991)
- Case
Zenith and High-Definition Television--1990
By: Benjamin Gomes-Casseres, David B. Yoffie and Heather A. Hazard
Describes Zenith's strategy in HDTV and high resolution monitors. Includes overview of HDTV industry with profiles of major competitors worldwide and policies of U.S., Japanese, and European governments. Focuses on competition over standards setting, industrial policy,...
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Keywords:
Corporate Governance;
Standards;
Production;
Corporate Strategy;
Customization and Personalization;
Electronics Industry;
Technology Industry
Gomes-Casseres, Benjamin, David B. Yoffie, and Heather A. Hazard. "Zenith and High-Definition Television--1990." Harvard Business School Case 391-084, February 1991. (Revised April 1991.)
- February 1991
- Case
Burlington Northern: The ARES Decision (A)
By: Julie H. Hertenstein and Robert S. Kaplan
Burlington Northern's decision whether to invest in ARES, an automated train control system, is a ($350 million) strategic investment in information technology. Although set in a service industry (railroad) the issues around this decision arise in many organizations...
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Keywords:
Investment;
Rail Transportation;
Information Technology;
Competitive Strategy;
Performance Evaluation;
Performance Effectiveness;
Cost vs Benefits;
Technology Adoption;
Technological Innovation;
Customers;
Quality;
Rail Industry
Hertenstein, Julie H., and Robert S. Kaplan. "Burlington Northern: The ARES Decision (A)." Harvard Business School Case 191-122, February 1991.
- January 1991 (Revised March 2010)
- Case
Westchester Distributing, Inc. (A)
By: Robert L. Simons and Robert Boxwell
Focuses on the three-way interaction among internal controls, employee behavior, and incentives. Salesmen are illegally providing kickbacks to customers of this beer-distribution firm. In turn, salesmen are reimbursing themselves by filing fraudulent expense reports....
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Keywords:
Financial Reporting;
Crime and Corruption;
Corporate Governance;
Governance Controls;
Salesforce Management;
Behavior;
Motivation and Incentives;
Distribution Industry;
Food and Beverage Industry
Simons, Robert L., and Robert Boxwell. "Westchester Distributing, Inc. (A)." Harvard Business School Case 191-118, January 1991. (Revised March 2010.)
- January 1991 (Revised March 1992)
- Case
USA Today
By: Robert L. Simons
USA Today is a national newspaper struggling to achieve profitability. This case focuses on the use of management control systems to identify emerging opportunities and the formulation of new strategies. The interactive system used by top managers--the Friday...
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Keywords:
Strategy;
Competitive Advantage;
Management Analysis, Tools, and Techniques;
Managerial Roles;
Forecasting and Prediction;
Growth and Development Strategy;
Risk Management;
Labor and Management Relations;
Organizational Change and Adaptation;
Risk and Uncertainty;
Journalism and News Industry;
United States
Simons, Robert L. "USA Today." Harvard Business School Case 191-004, January 1991. (Revised March 1992.)
- November 1990 (Revised August 1992)
- Case
Corning, Inc.: A Network of Alliances
By: Christopher A. Bartlett and Ashish Nanda
Describes James Houghton's actions in assuming the role of CEO at Corning in the midst of a recession. Not only must he turn around operating performance, he must also revitalize a demoralized organization and set a new, clear strategic direction. In doing so, the case...
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Keywords:
Business Cycles;
Policy;
Leading Change;
Organizational Change and Adaptation;
Performance Expectations;
Partners and Partnerships;
Business Strategy
Bartlett, Christopher A., and Ashish Nanda. "Corning, Inc.: A Network of Alliances." Harvard Business School Case 391-102, November 1990. (Revised August 1992.)
- October 1990 (Revised September 1993)
- Case
Changing the Culture at British Airways
By: John P. Kotter
In just 10 years, 1980-1990, British Airways turned around both its declining image and financial situation. Focusing on the paramount importance of customer service, British Airways went from "bloody awful" to "bloody awesome." Experiencing a financial crisis in 1981...
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Keywords:
Organizational Change and Adaptation;
Organizational Culture;
Problems and Challenges;
Customer Relationship Management;
Corporate Strategy;
Privatization;
Air Transportation Industry;
United Kingdom
Kotter, John P. "Changing the Culture at British Airways." Harvard Business School Case 491-009, October 1990. (Revised September 1993.)
- September 1990 (Revised March 1991)
- Case
Mod IV Product Development Team
By: Anne Donnellon and Joshua D. Margolis
Focuses sharply on a crossfunctional product development team at Honeywell's Building Controls Division. Traces the history of teams at the division, which introduced them as a response to intensifying competition and the need for faster development. Reveals the...
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Keywords:
Business Divisions;
Collaborative Innovation and Invention;
Management Teams;
Product Development;
Organizational Structure;
Groups and Teams;
Competitive Strategy
Donnellon, Anne, and Joshua D. Margolis. "Mod IV Product Development Team." Harvard Business School Case 491-030, September 1990. (Revised March 1991.)
- July 1990
- Case
Ceramics Process Systems Corp. (B)
By: Kim B. Clark and Brent D. Barnett
Ceramics Process Systems (CPS) is an advanced ceramics company facing problems with lead time in product/process development, and late delivery of prototype parts to its customers. Engineering is confronted with difficult technical problems and multiple objectives...
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Keywords:
Product Development;
Business Processes;
Management Practices and Processes;
Supply Chain Management;
Machinery and Machining;
Goals and Objectives;
Resource Allocation;
Customer Satisfaction;
Customer Value and Value Chain;
Manufacturing Industry
Clark, Kim B., and Brent D. Barnett. "Ceramics Process Systems Corp. (B)." Harvard Business School Case 691-006, July 1990.
- May 1990 (Revised August 1990)
- Case
Campbell Soup Co.
Describes the engineering effort at Campbell Soup Co. to develop a microwavable package and product for the growing convenience segment. Focuses on the role of engineering services in developing the production process, acquiring and installing equipment, and getting...
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Keywords:
Product Development;
Production;
Engineering;
Strategy;
Business Processes;
Innovation and Management;
Planning;
Competitive Advantage;
Food and Beverage Industry;
Retail Industry
Wheelwright, Steven C. "Campbell Soup Co." Harvard Business School Case 690-051, May 1990. (Revised August 1990.)
- May 1990 (Revised July 1996)
- Case
Ingvar Kamprad and IKEA
By: Christopher A. Bartlett and Ashish Nanda
Traces the development of a Swedish furniture retailer under the leadership of an innovative and unconventional entrepreneur whose approaches redefine the nature and structure of the industry. Traces IKEA's growth from a tiny mail order business to the world's largest...
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Keywords:
Restructuring;
Corporate Entrepreneurship;
Growth and Development;
Innovation Strategy;
Leadership;
Management Succession;
Distribution;
Organizational Change and Adaptation;
Expansion;
Value;
Retail Industry
Bartlett, Christopher A., and Ashish Nanda. "Ingvar Kamprad and IKEA." Harvard Business School Case 390-132, May 1990. (Revised July 1996.)
- November 1989 (Revised February 1992)
- Case
Ford Motor Co.: Dealer Sales and Service
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found...
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Keywords:
Organizational Change and Adaptation;
Change Management;
Distribution Channels;
Customer Focus and Relationships;
Service Industry;
Auto Industry;
Retail Industry;
United States
Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
- September 1989 (Revised July 1991)
- Case
Caterpillar, Inc.: George Schaefer Takes Charge
For over half a century, Caterpillar, Inc. (CAT) had been a world leader in the manufacture of earthmoving and construction machinery. In 1982, just months after it recorded the highest sales and profits in its history, CAT experienced its greatest crisis. Demand fell...
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Keywords:
Machinery and Machining;
Crisis Management;
Labor Unions;
Demand and Consumers;
Management Teams;
Problems and Challenges;
Competitive Strategy;
Business Strategy;
Organizational Change and Adaptation;
Manufacturing Industry;
Agriculture and Agribusiness Industry;
Industrial Products Industry
Bartlett, Christopher A. "Caterpillar, Inc.: George Schaefer Takes Charge." Harvard Business School Case 390-036, September 1989. (Revised July 1991.)