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All HBS Web
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- Faculty Publications (3,307)
- October 1990
- Case
Manufacturers Hanover Corp.: Customer Profitability Report
By: Robert S. Kaplan
Banking company noting declining profitability from its traditional lending activities has started to measure the total profitability of its lending relationships. A loan pricing model estimates the profit and return-on-equity from commercial loans. Additional work was...
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Keywords:
Investment Return;
Revenue;
Commercial Banking;
Banks and Banking;
Customer Value and Value Chain;
Banking Industry
Kaplan, Robert S. "Manufacturers Hanover Corp.: Customer Profitability Report." Harvard Business School Case 191-068, October 1990.
- 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.
- July 1990 (Revised October 1997)
- Case
Siemens Electric Motor Works (A) (Abridged)
By: Robert S. Kaplan
Explores how a cost system can help support a firm's decision to change strategies. In the process, the students are introduced to a simple activity-based cost system. Siemens Electric Motor Works found itself facing an increasingly competitive environment and so made...
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Keywords:
Activity Based Costing and Management;
Cost Accounting;
Cost;
Adoption;
Cost vs Benefits;
Management Analysis, Tools, and Techniques;
Production;
Business Strategy;
Electronics Industry;
Manufacturing Industry
Kaplan, Robert S. "Siemens Electric Motor Works (A) (Abridged)." Harvard Business School Case 191-006, July 1990. (Revised October 1997.)
- June 1990 (Revised March 1991)
- Case
Jonah Creighton (A)
By: Anne Donnellon and Joshua D. Margolis
How do you manage yourself and your interaction with others when you feel your personal values challenged? What should you be aware of as you proceed with sensitive, ethical issues? Jonah Creighton coordinates the company's fast-track training program, and when he...
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Keywords:
Business Divisions;
Ethics;
Moral Sensibility;
Values and Beliefs;
Human Resources;
Selection and Staffing;
Problems and Challenges
Donnellon, Anne, and Joshua D. Margolis. "Jonah Creighton (A)." Harvard Business School Case 490-090, June 1990. (Revised March 1991.)
- June 1990 (Revised October 1991)
- Supplement
Lake Pleasant Bodies Case (B)
Describes how the attorney resolved the dilemma he faced, the reasons for his decision, and the consequences he suffered. Displays vividly the personal toll that moral conflicts can create for professionals with role obligations.
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Keywords:
Decisions;
Moral Sensibility;
Managerial Roles;
Outcome or Result;
Problems and Challenges
Badaracco, Joseph L., Jr. "Lake Pleasant Bodies Case (B)." Harvard Business School Supplement 390-216, June 1990. (Revised October 1991.)
- May 1990 (Revised April 1991)
- Background Note
Dirty Hands
A one-paragraph excerpt from a play by Jean-Paul Sartre. Describes in the words of one character, the ethical problem of "dirty hands": the problem that doing the morally superior thing in some circumstances inevitably involves doing some things that are morally wrong....
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Badaracco, Joseph L., Jr. "Dirty Hands." Harvard Business School Background Note 390-213, May 1990. (Revised April 1991.)
- May 1990 (Revised April 1995)
- Teaching Note
Karen Green, Teaching Note
By: Linda A. Hill
The video depicts Karen Green, a manager in her early thirties, on a company retreat. She is being considered for a project manager position, a promotion she does not receive. During the retreat, the circumstances that influenced the decision become evident. The...
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- May 1990 (Revised October 1993)
- Case
Cooper Pharmaceuticals, Inc.
Traces the 12-year career of a pharmaceutical salesperson, Bob Marsh, from recruitment to termination. Mr. Marsh has had an uneven career with Cooper Pharmaceuticals, Inc. (CPI) and, after a probationary period, is asked to resign. Following his termination, a number...
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Keywords:
Decision Making;
Resignation and Termination;
Personal Development and Career;
Problems and Challenges;
Core Relationships
Cespedes, Frank V. "Cooper Pharmaceuticals, Inc." Harvard Business School Case 590-111, May 1990. (Revised October 1993.)
- May – June 1990
- Article
Case of the Complaining Customer (HBR Case Study and Commentary)
By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business Review 68, no. 3 (May–June 1990).
- April 1990 (Revised March 1992)
- Case
Oakland A's: Baseball's Great Transformation
The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant improvements came in the area of customer service. The A's management believed that if they took care of their fans,...
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Schlesinger, Leonard A. "Oakland A's: Baseball's Great Transformation." Harvard Business School Case 690-088, April 1990. (Revised March 1992.)
- March 1990 (Revised July 1991)
- Case
Digital Equipment Corp.: Complex Order Management
Describes the proposed creation of a low end 3000 configuration workstation using Digital's competitive advantage of offering a la carte configuration capability and ability to build different options for customers. Disadvantages of this 3000 configuration workstation...
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Keywords:
Customer Focus and Relationships;
Cost;
Management Practices and Processes;
Distribution;
Competitive Advantage
Hammond, Janice H. "Digital Equipment Corp.: Complex Order Management." Harvard Business School Case 690-081, March 1990. (Revised July 1991.)
- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,...
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Keywords:
Logistics;
Marketing Channels;
Planning;
Time Management;
Distribution Channels;
Competitive Advantage;
Customer Relationship Management;
Information Technology;
Consumer Products Industry;
Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
- February 1990
- Supplement
James Burke: A Career in American Business, Video
Tedlow, Richard S. "James Burke: A Career in American Business, Video." Harvard Business School Video Supplement 890-513, February 1990.
- February 1990
- Teaching Note
Adult Development: Readings from Robert Kegan, Instructor's Note
By: Shoshana Zuboff
Keywords:
Personal Development and Career
- February 1990
- Background Note
Career Choice-Making Case Assignment
By: Shoshana Zuboff
Keywords:
Personal Development and Career
Zuboff, Shoshana. "Career Choice-Making Case Assignment." Harvard Business School Background Note 490-075, February 1990.
- February 1990
- Teaching Note
Self-Assessment and Career Development, Instructor's Note
By: Shoshana Zuboff
Keywords:
Personal Development and Career
- January 1990
- Teaching Note
Student Cases on Career Choice-Making, Instructor's Note
By: Shoshana Zuboff
- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords:
Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- December 1989
- Case
Giant Effort to Inform Consumers
By: Stephen A. Greyser and Norman Klein
Greyser, Stephen A., and Norman Klein. "Giant Effort to Inform Consumers." Harvard Business School Case 590-068, December 1989.
- 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.)