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Competing on the Eight Dimensions of Quality
Garvin, David A.Article HBS-87603-EService and Operations ManagementTraditional programs of quality control in the United States have emphasized mainly defensive actions--preventing defects--and even these programs have been pursued halfheartedly. But high quality means pleasing consumers, not just protecting them from annoyances. Therefore, U.S. consumers have become skeptical about the quality of goods and services offered by U.S. corporations, while Japanese electronics, automobile, and semiconductor companies...Starting at €6.75
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Quality on the Line
Garvin, David A.Article HBS-83505-EService and Operations ManagementA multi-year study of production operations of virtually all the producers of room air conditioners in the United States and in Japan reveals a failure rate of products from the lowest quality manufacturers some 500 to 1000 times greater than that of products from the highest quality manufacturers. Quality is measured by the incidence of internal and external failures. Internal failures include all defects observed, either during fabrication or a...Starting at €6.75
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Types of Processes, Teaching Note
Garvin, David A.Teaching Note HBS-682043-EService and Operations ManagementTeaching Note for (9-682-008).Starting at €0.00
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Sensormatic Electronics Corp., Teaching Note
Garvin, David A.Teaching Note HBS-682041-EService and Operations ManagementTeaching Note for (9-681-095).Starting at €0.00
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Watermill Ventures, Teaching Note
Garvin, David A.Teaching Note HBS-398062-ETeaching note for (9-397-010).Starting at €0.00
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Americhem: The Gaylord Division (A) and (B), Teaching Note
Garvin, David A.Teaching Note HBS-397091-ETeaching Note for (9-396-180) and (9-396-181).Starting at €0.00
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Peterson Industries: Louis Friedman
Garvin, David A.Case HBS-396182-ELouis Friedman, the president and CEO of Peterson Industries, must make decisions about two engineering projects and the level at which they should be funded. In the process, he must manage the overall resource allocation process and the company. A rewritten version of an earlier case.Starting at €6.75
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Americhem: The Gaylord Division (A)
Garvin, David A.Case HBS-396180-EThe Gaylord Division of Americhem, a large chemical company, is in the midst of the first use of a new zero-base budgeting system. The general manager of the division leading the process is experiencing disagreement and conflict among the members of the senior management team. This case describes a difficult meeting. A rewritten version of an earlier case.Starting at €6.75
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N12 Technologies: Building an Organization and Building a Business, Teaching Note
Garvin, David A.Teaching Note HBS-316187-EEntrepreneurshipTeaching note for case 316002.Starting at €0.00
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Management Levels at Staples (A): Company and Organization (Abridged)
Garvin, David A.Case HBS-314004-ELeadership and People ManagementAbridged version of one of six cases that describe the roles and responsibilities of managers at each of the hierarchical levels of management within the U.S. Stores business unit of Staples, the world's largest office supply company. Together, the cases form a complete integrated package. Explores five distinct jobs--store manager, district manager, regional vice-president, division senior vice-president, and president of the U.S. Stories busine...Starting at €6.75