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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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Innovation Metrics
Anthony, Scott D.; Johnson, Mark W.; Sinfield, Joseph V.; Altman, Elizabeth J.Book Chapter HBS-4556BC-EStrategyOne of the key challenges for companies seeking to improve their ability to create growth through innovation is that the metrics many companies use to measure innovation run a high risk of actually leading them in the wrong direction. This chapter describes key measurement traps and lays out fifteen potential innovation metrics companies can use to more accurately assess innovation-related activities. This chapter is excerpted from "The Innovato...Starting at €8.20
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Developing Disruptive Ideas
Anthony, Scott D.; Johnson, Mark W.; Sinfield, Joseph V.; Altman, Elizabeth J.Book Chapter HBS-4551BC-EStrategyInnovation isn't predictable. However, remembering key principles and following the straightforward process for generating disruptive ideas that is outlined in this chapter, can reliably increase the odds of coming up with a high-potential idea. This chapter is excerpted from "The Innovator's Guide to Growth: Putting Disruptive Innovation to Work."Starting 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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Precursors to Innovation
Anthony, Scott D.; Johnson, Mark W.; Sinfield, Joseph V.; Altman, Elizabeth J.Book Chapter HBS-4547BC-EStrategyBefore turning to individual innovation initiatives or innovation-specific structures, companies need to make sure they have the appropriate precursors for innovation. This chapter describes three critical precursors: a core business that is in control, a game plan for growth, and mastery of the resource allocation process. This chapter is excerpted from "The Innovator's Guide to Growth: Putting Disruptive Innovation to Work."Starting at €8.20
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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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Principles and Patterns of Disruptive Innovation
Anthony, Scott D.; Johnson, Mark W.; Sinfield, Joseph V.; Altman, Elizabeth J.Book Chapter HBS-4557BC-EStrategyThis chapter highlights key innovation traps and summarizes the processes and principles that will significantly increase your chances of creating growth through innovation. This chapter is excerpted from "The Innovator's Guide to Growth: Putting Disruptive Innovation to Work."Starting at €8.20
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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