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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Case HBS-619018-EService and Operations ManagementIn August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers' needs - leading to low satisfaction scores, cancellation...Starting at €8.20
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Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCase HBS-418026-ELeadership and People ManagementStarting at €8.20
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Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
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Operational Transparency
Buell, Ryan W.Article HBS-R1902H-EService and Operations ManagementConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Starting at €8.20
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Managing Corporate Social Networks
Kleinbaum, Adam M.; Tushman, Michael L.Article HBS-F0807J-ELeadership and People ManagementIdea brokers are good at sparking cross-divisional innovation through their broad social networks. But implementation-marshaling resources and getting various stakeholders on board-requires dense webs of strong interpersonal relationships.Starting at €8.20
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The Agile CEO: Strategies for Success
Andreu i Civit, Rafael; Ricart, Joan Enric; Ferraro, Fabrizio; Cassiman, Bruno; Tushman, Michael L.Dossier DOS-23-EInnovation and Change, Leadership and People Management, StrategyThis dossier will help you engage with the challenges of our times, with an agenda for CEOs to shape the path ahead.Starting at €15.00
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Perfect Storm over Zurich Airport (A)
Tushman, Michael L.; Kiron, DavidCase HBS-408023-ELeadership and People ManagementJosef Felder, CEO of Zurich Airport, faces several crises as he tries to transform the Airport from a slow-moving, conflict-ridden, government-owned entity into a privatized, world-class airport.Starting at €8.20
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Hema Hattangady and Conzerv (B)
Tushman, Michael L.; Kiron, DavidCase HBS-411012-ELeadership and People ManagementStarting at €5.74
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Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Teaching Note HBS-620078-EService and Operations ManagementTeaching note for case 616043.Starting at €0.00
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Babcom: Opening Doors, Teaching Note
Buell, Ryan W.; Margolis, Joshua D.Teaching Note HBS-620088-ELeadership and People ManagementTeaching note for case 418026.Starting at €0.00