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Cataumet Boats, Inc.
Sasser, W. Earl, Jr.; Davis, MarkCase HBS-917509-EService and Operations ManagementJaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that that her family's business, Cataumet Boats, which her grandparents started and which her mother and uncle now own, might benefit from applying APP concepts to identify the different ways they might schedule workers, which could be especially valuable during the peak demand sea...Starting at €8.20
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Engineer Ownership Through Anticipatory Management: Address Employee and Customer Needs Before They Arise
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3830BC-EService and Operations ManagementOrganizations that engineer customer and employee ownership learn to predict and respond to customers' needs before they arise. Technology and information systems can be a great help in this endeavor. But just as important are the combined efforts from all parts of the organization-especially marketing, operations, human resources, and information technology-working seamlessly together to help frontline employees deliver value to customers. This ...Starting at €8.20
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Auditing Ownership: Measuring Your Organization's Employee and Customer Ownership Capabilities
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3833BC-EService and Operations ManagementIs your organization capable of making the transition to an ownership state of mind, focusing on the kinds of practices and processes that foster and sustain employee and customer owners? This chapter provides a tool for assessing your ownership capabilities. The ownership audit is intended as more than just a checklist of "must do's" to achieve a higher level of employee and customer ownership in your organization. It is designed to be used peri...Starting at €8.20
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Build Ownership into Your Strategic Value Vision: Deliver Value for Customers and Employees
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3826BC-EService and Operations ManagementA strong customer and employee ownership quotient starts with developing a strategy that delivers differentiated, customized value to these parties. To build a strategy that fosters ownership, you need to think systematically about questions such as these: which customers do you want to serve? What specific, customized results are you trying to deliver for them? Will your approach differentiate you from competitors? Will your customers and employ...Starting at €8.20
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Power, Office Politics and a Career in Crisis (Spanish version)
Sasser, W. Earl, Jr.; Beckham, HeatherCase HBS-210S13Leadership and People ManagementTeach this case online with new suggestions added to the Teaching Note. When students have the English-language PDF of this Brief Case in a coursepack, they will also have the option to purchase an audio version. The case describes the dilemma of a marketing manager, Thomas Green, who, after being rapidly promoted, is harshly criticized by his boss, Frank Davis. Green and Davis disagree on work styles and market projections. Green believes the ...Starting at €8.20
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Cataumet Boats, Inc., Teaching Note
Sasser, W. Earl, Jr.; Davis, MarkTeaching Note HBS-917510-EService and Operations ManagementTeaching note for case 917509.Starting at €0.00
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Rackspace Hosting in Late 2000
Heskett, James L.; Sasser, W. Earl, Jr.Case HBS-808166-EEntrepreneurshipThe leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video clips describing the shift to a more customer-focused approach.Starting at €8.20
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Playa Dorada Tennis Club: Expansion Strategy, Teaching Note
Sasser, W. Earl, Jr.; Kazan, BrentTeaching Note HBS-4222-EService and Operations ManagementTeaching Note for 4221.Starting at €0.00
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Southwest Airlines: In a Different World, Teaching Note
Heskett, James L.; Sasser, W. Earl, Jr.Teaching Note HBS-910426-EService and Operations ManagementTeaching Note for 910419.Starting at €0.00
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Build a Strong and Adaptive Ownership Culture
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3831BC-EService and Operations ManagementWhy is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adap...Starting at €8.20