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Comfort Class Transport: Does Customer Service Need an Overhaul, Teaching Note
Roberts, Michael J.; Morrison, Paul E.Teaching Note HBS-4377-EService and Operations ManagementTeaching Note for Product #4377.Starting at €0.00
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Comfort Class Transport: Does Customer Service Need an Overhaul
Roberts, Michael J.; Morrison, Paul E.Case HBS-4374-EService and Operations ManagementThe general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someo...Starting at €8.20
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U.S. Department of Energy & Recovery Act Funding: Bridging the "Valley of Death"
Roberts, Michael J.; Lassiter, Joseph B.; Nanda, RamanaCase HBS-810144-EEntrepreneurshipThe case focuses on the US Dept. of Energy and the $38 billion dollars of stimulus funding the DOE received to encourage clean tech. They focus on "bridging the valley of death" i.e., helping young, innovative companies finance technically risky and very capital intensive development and commercialization programs. The case focuses on two DOE programs in particular, the Loan Guarantee Program and ARPA-E. The case raises the question of why these ...Starting at €8.20
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Amazon.com--2002 (Spanish version)
Leschly, Stig; Roberts, Michael J.; Sahlman, William A.; Thedinga, ToddCase HBS-805S17EntrepreneurshipDescribe la evolución de Amazon.com y su modelo de negocio desde su fundación. En concreto, se analiza la transformación del Amazonas desde un e-Tailer a una plataforma de comercio y su iniciativa de mercado, que ha llevado a esto. También describe los aspectos económicos de diferentes modelos de comercio que Amazon emplea y discute una decisión confrontar Jeff Bezos con respecto a cómo la empresa debe participar en el segmento de ropa.Starting at €8.20
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Analyzing New Venture Opportunities
Roberts, Michael J.Case HBS-809163-EEntrepreneurshipThe note describes a systematic process for framing and researching the issues that should be analyzed in the course of considering a new venture idea.Starting at €8.20
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Meridian Systems
Cespedes, Frank V.; Roberts, Michael J.Case HBS-918533-EEntrepreneurshipThe Meridian Systems case focuses on a start-up in the restaurant point of sale (POS) systems market. In early 2018, Meridian is getting ready to roll out a POS system based on a new technology-a tablet-based, Wi-Fi-enabled POS system (the "tablet" system, or GingerSnap). This product has a far lower price point than Meridian's existing terminal-based system does. It also has a different target customer. The company's leadership is thus faced wit...Starting at €8.20
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The Economist
Oberholzer-Gee, Felix; Anand, Bharat N.; Gomez, LizzieCase HBS-710441-EStrategyIn 2009 the Economist continued to experience impressive growth and operating margins while many of its peers reeled from both a cyclical downturn and structural threats to print publishing. The case describes the history, organization, and business model of the Economist, and describes three issues confronting Andrew Rashbass, the group's chief executive: first, reevaluating the magazine's digital strategy; second, preparing for e-readers; and, ...Starting at €8.20
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Hotel Vertu: Financing the Venture in the Boutique Hotel Industry
Stevenson, Howard H.; Roberts, Michael J.Case HBS-917505-EEntrepreneurshipTwo recent MBA graduates are considering a business opportunity in the boutique hotel industry. Having found a seemingly attractive property in Savannah, Georgia, Yvonne D'Arcy and Elisabeth Whiting face questions about financing, deal structure, and unequal power dynamics. This case covers opportunity analysis, financing and deal structuring, and partnership issues. Students are asked to assess the overall financial returns on the project and ho...Starting at €8.20
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Horizon Blue Cross Blue Shield of New Jersey - Managing in the Shadow of Health Care Reform
Oberholzer-Gee, Felix; Sadun, Raffaella; Hamermesh, Richard G.Case HBS-711403-EStrategyTo maximize their effectiveness, color cases should be printed in color. Per the Patient Protection and Affordable Care Act (PPACA), which President Obama signed in 2010, states would be required to create state-wide health insurance marketplaces - the Health Benefit Exchanges (HBEs) - in which individuals and small employers could choose from a set of easy-to-compare, tightly regulated health plans. This case explores how Horizon Blue Cross Blue...Starting at €8.20
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Intellectual Property Strategy at North Technology Group-Sailing Downwind
Oberholzer-Gee, Felix; Fisher, William W., IIICase HBS-714403-EStrategyTo maximize their effectiveness, color cases should be printed in color. North Sails is the world's leading sailmaker. The company commands a global market share of more than 50% and is largely responsible for the rapid technological progress in the sailmaking industry over the past 30 years. CEO Tom Whidden needs to consider how to best defend the company's leading position. Specifically, North currently uses neither patents nor copyright to pro...Starting at €8.20