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Why Satisfaction Surveys Fail
Reichheld, FredBook Chapter HBS-8177BC-EStrategyThis chapter looks at why you cannot build an effective customer-feedback system based on the shaky foundation of current satisfaction-survey methods and practices. This chapter was originally published as Chapter 5 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
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Transforming AMFAM , Teaching Note
Khurana, Rakesh; Lal, RajivTeaching Note HBS-513079-EMarketingTeaching Note for 508081Starting at €0.00
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Design Winning Customer Strategies
Reichheld, FredBook Chapter HBS-8173BC-EStrategyMeasuring customers' feelings about your organization alone isn't sufficient. Just as you plan how to raise your profits, you must plan how to increase the number of customers who will act as promoters for your organization rather than detractors. This chapter examines how companies have designed winning customer strategies. This chapter was originally published as Chapter 7 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
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Transforming AMFAM
Khurana, Rakesh; Lal, Rajiv; Ross, CatherineCase HBS-508081-EMarketingTo maximize their effectiveness, color cases should be printed in color. On a winter day in December 2007 at the American Family Mutual Insurance Company (AMFAM) headquarters in Madison, Wisconsin, Dave Anderson and Jack Salzwedel remained in the conference room after the senior management meeting had concluded. Anderson, CEO of AMFAM since January 2007 and Salzwedel, named President in August 2006, reflected together on how far the company had c...Starting at €8.20
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Revisiting the Meaning of Leadership
Podolny, Joel M.; Khurana, Rakesh; Besharov, MaryaBook Chapter HBS-6123BC-ELeadership and People ManagementThe authors of this chapter contend that the study of leadership in organizational theory went awry when interest in leadership became too tightly coupled with organizational performance. Leading organizational theorists in the latter part of the twentieth century, such as Max Weber, Chester Barnard, and Philip Selznick, were not concerned with leadership because of its ability to explain financial performance. Instead, they were concerned with l...Starting at €8.20
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Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredBook Chapter HBS-8185BC-EStrategyBad profits choke off a company's best opportunities for true growth, they endanger its reputation, and alienate customers and demoralize employees. This chapter shows companies how to tell the difference between good and bad profits and asks the ultimate question that will determine the future of your business. This chapter was originally published as Chapter 1 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
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The Enterprise Story--Measuring What Matters
Reichheld, FredBook Chapter HBS-8179BC-EStrategyThis chapter looks at the case of Enterprise Rent-A-Car, examining the company's quest to tie measurement into action and to increase the number of customer promoters and reduce the number of detractors to improve the overall business. This chapter was originally published as Chapter 4 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
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PepsiCo India: Performance with Purpose
Kanter, Rosabeth Moss; Khurana, Rakesh; Lal, Rajiv; Kindred, NatalieCase HBS-512041-ETo maximize their effectiveness, color cases should be printed in color. In 2010, PepsiCo India's management is working to translate PepsiCo's new mission, "Performance with Purpose," into practice in the India market. The mission calls for continued financial performance and market leadership, as well as greater emphasis on healthy products, natural resource management, and employee empowerment. PepsiCo India and other regional PepsiCo business ...Starting at €8.20
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Teaming at GE Aviation
Khurana, Rakesh; Polzer, Jeffrey T.; Shih, Willy; Baldwin, EricCase HBS-413074-ELeadership and People ManagementDescribes the challenges and successes encountered by GE's Aviation business in implementing a teaming work structure and culture in plants across its supply chain. GE Aviation leadership had seen dramatic gains in productivity, quality, and worker satisfaction in manufacturing plants where it had implemented teaming, which was designed to move decision-making as close to the product as possible by delegating authority, responsibility, and accoun...Starting at €8.20
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Messier's Reign at Vivendi Universal, Teaching Note
Khurana, RakeshTeaching Note HBS-407098-ELeadership and People ManagementTeaching note to (405-063). An abstract is not available for this product.Starting at €0.00