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All HBS Web
(5,639)
- Faculty Publications (1,424)
- 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.
- July 1991 (Revised September 1995)
- Case
Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances
In January 1988, Colby Chandler, Kodak CEO, created the Corporate Information Systems (CIS) and appointed Katherine Hudson head. She at once became the first head of IT and first woman corporate vice president in the company. Throughout 1989, Hudson inaugurated a...
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Keywords:
Corporate Strategy;
Information Technology;
Partners and Partnerships;
Organizational Structure;
Success;
Trends;
Information Management;
Service Operations;
Manufacturing Industry
Applegate, Lynda M. "Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances." Harvard Business School Case 192-030, July 1991. (Revised September 1995.)
- July 1991 (Revised May 1993)
- Case
Fairfield Inn (B)
By: James L. Heskett
The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,...
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Keywords:
Entertainment;
Measurement and Metrics;
Performance Consistency;
Quality;
Strategy;
Accommodations Industry
Heskett, James L. "Fairfield Inn (B)." Harvard Business School Case 692-005, July 1991. (Revised May 1993.)
- May 1991 (Revised March 2018)
- Teaching Note
Automation Consulting Services
By: Robert Simons
Teaching Note for 190-053
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- May 1991 (Revised January 2017)
- Teaching Note
Turner Construction Co.: Project Management Control Systems
By: Robert Simons
Teaching Note for Turner Construction Company: Project Management Control Systems (190-128)
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- May–June 1991
- Article
Transcending Business Boundaries: Twelve Thousand World Managers View Change
By: R. M. Kanter
Kanter, R. M. "Transcending Business Boundaries: Twelve Thousand World Managers View Change." Harvard Business Review 69, no. 3 (May–June 1991): 151–164.
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
- April 1991 (Revised July 1992)
- Case
Koito Manufacturing Ltd.
By: W. Carl Kester and Robert W. Lightfoot
Having acquired a 26% stake in Koito Manufacturing, a Japanese automotive parts supplier in the Toyota Group, T. Boone Pickens seeks a seat on Koito's board of directors. Koito's management resists, claiming Pickens is an unhelpful greenmailer, not a true long-term...
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Keywords:
Acquisition;
Debates;
Corporate Governance;
Production;
Supply Chain;
Performance Efficiency;
Welfare;
Auto Industry;
Japan;
United States
Kester, W. Carl, and Robert W. Lightfoot. "Koito Manufacturing Ltd." Harvard Business School Case 291-027, April 1991. (Revised July 1992.)
- April 1991 (Revised March 2017)
- Teaching Note
Westchester Distributing, Inc. (A) and (B)
By: Robert Simons
Teaching Note for (9-191-118) and (9-191-119).
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- April 1991 (Revised May 2017)
- Teaching Note
Automatic Data Processing: The EFS Decision
By: Robert Simons
Teaching Note for (9-190-059).
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- March 1991 (Revised December 1994)
- Case
Marks and Spencer Ltd. (B)
Describes the firm's 1988 expansion into the United States through the acquisition of Brooks Brothers, a specialty up-market men's clothing chain and Kings Super Markets, a high quality New Jersey grocer.
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Keywords:
Growth and Development Strategy;
Expansion;
Business Strategy;
Mergers and Acquisitions;
Globalization;
Retail Industry;
United States
Montgomery, Cynthia A. "Marks and Spencer Ltd. (B)." Harvard Business School Case 391-090, March 1991. (Revised December 1994.)
- 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
- 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.
- February 1991 (Revised February 1992)
- Case
Appex Corp.
By: Nitin Nohria
1990 Business Week named Appex Corp. the fastest growing high-technology company in the United States. Appex provided management information systems and intercarrier network services to cellular telephone companies. During its rapid growth, the company went through...
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Keywords:
Information Technology;
Organizational Change and Adaptation;
Organizational Design;
Management Analysis, Tools, and Techniques;
Organizational Culture;
Mobile and Wireless Technology;
Performance Productivity;
Problems and Challenges;
Management Practices and Processes;
Business Divisions;
Information Management;
Information Technology Industry;
Telecommunications Industry;
United States
Nohria, Nitin. "Appex Corp." Harvard Business School Case 491-082, February 1991. (Revised February 1992.)
- February 1991 (Revised November 2010)
- Case
Tennessee Controls: The Strategic Ranking Problem
By: Robert L. Simons and Dale Geiger
Tennessee Controls has instituted a new formal asset acquisition process to rank competing proposals. Judy Starnes, the new division manager, is asked to rank three proposals by using techniques to quantify economic returns, risk, as well as the credibility of the...
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Keywords:
Capital Budgeting;
Governance Controls;
Management Systems;
Strategic Planning;
Mathematical Methods;
Electronics Industry
Simons, Robert L., and Dale Geiger. "Tennessee Controls: The Strategic Ranking Problem." Harvard Business School Case 191-083, February 1991. (Revised November 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.)
- January 1991
- Article
Strategic Orientation and Top Management Attention to Control Systems
By: R. Simons
Simons, R. "Strategic Orientation and Top Management Attention to Control Systems." Strategic Management Journal 12, no. 1 (January 1991): 49–62.
- Article
Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources
By: Leonard A. Schlesinger and Christopher L. Hart
The still evolving discipline of total quality management (TQM) has left many human resource professionals confused about their role. The authors believe that the HR function personnel should spearhead company quality efforts, as well as assess the performance of their...
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Schlesinger, Leonard A., and Christopher L. Hart. "Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources." Human Resource Management 30, no. 4 (Winter 1991): 433–454.
- 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 1999)
- Case
Nordstrom: Dissension in the Ranks? (A)
By: Robert L. Simons and Hilary Weston
In 1989, the performance measurement systems and compensation policies of Nordstrom Department Stores unexpectedly came under attack by employees, unions, and government regulators. The case describes the "sales-per-hour" monitoring and compensation system that many...
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Keywords:
Performance Consistency;
Performance Evaluation;
Compensation and Benefits;
Motivation and Incentives;
Labor Unions;
Salesforce Management;
Retention;
Growth and Development;
Industrial Products Industry;
Utilities Industry
Simons, Robert L., and Hilary Weston. "Nordstrom: Dissension in the Ranks? (A)." Harvard Business School Case 191-002, July 1990. (Revised October 1999.)