Influencing Customer Behavior in Service Operations
by Amy C. Edmondson • Frances X. Frei
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior through the use of rational incent... More
Phase Zero: Introducing New Services at IDEO (B)
by Amy C. Edmondson • Kathryn S. Roloff
An abstract is not available for this product.... More
Enabling Teamwork at the Cleveland Clinic
by Amy C. Edmondson • Michaela J Kerrissey
Case... More
The Turnaround at Ford Motor Company
by Amy C. Edmondson • Olivia S. Jung
This case describes the corporate turnaround of the Ford Motor Company under the charismatic leadership of Alan Mulally. Ford was in deep trouble in the early 2000s as its prices and debt ratings plummeted and employee morale suffered. In 2006, the company anticipated a loss of $17 billion. Ford's d... More
Group Process in the Challenger Launch Decision (C)
by Amy C. Edmondson • Laura R. Feldman
Supplements the (A) case.... More
Group Process in the Challenger Launch Decision (D)
BCPC Internet Strategy Team: An Exercise
This short fictional case forms the basis of a team decision-making exercise. The case, inspired by a real decision facing a major telecommunications company, describes a cross-functional management team convened by the CEO for the purpose of developing a recommendation about whether to conduct a fu... More
BCPC Internet Strategy Team: Morgan Jones
Accompanies The BCPC Internet Strategy Team: An Exercise and provides unique background information on one of the team members.... More
BCPC Internet Strategy Team: Chris Berkowitz
BCPC Internet Strategy Team: Jan Trow
BCPC Internet Strategy Team: Alex Wilson
BCPC Internet Strategy Team: Terry Maneri
The BCPC Internet Strategy Team: Robin Rhee
Phase Zero: Introducing New Services at IDEO (A)
Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0" projects--preliminary strategic explorations o... More
Dansko, Inc.
by Amy C. Edmondson • Victoria W. Winston
For the past 18 months, Mandy Cabot had worried that the shoe business she had built into a thriving operation with $90 million in annual revenue and over 110 employees might instead be a "house of cards." The management philosophy that had guided Dansko's growth, "home schooling"--taking young ener... More
The 2010 Chilean Mining Rescue (A)
by Amy C. Edmondson • Herman Leonard • Faaiza Rashid
On August 5, 2010, 700,000 tons of some of the hardest rock in the world caved in Chile's century-old San Jos mine. The collapse buried 33 miners at a depth almost twice the height of the Empire State Building-over 600 meters (2000 feet) below ground. Never had a recovery been attempted at such de... More
The 2010 Chilean Mining Rescue (B)
No abstract available.... More
The Deep: Entrepreneurship in the Public Sector (A)
by Amy C. Edmondson • Barbara Zepp Larson
The Deep: Entrepreneurship in the Public Sector (B)
Supplement... More
Open Innovation at Fujitsu (A)
by Amy C. Edmondson • Jean-Francois Harvey
This case study examines the open innovation journey at Fujitsu, a global information and communication technology company. The case ends with the location decision between Tokyo, Japan, downtown San Francisco or Sunnyvale, California, regarding establishing a small unit for the purpose of instituti... More
Open Innovation at Fujitsu (B)
This add-on case study reveals the location decision that was made in front of the challenge presented in case study #616-034. The launch of the Open Innovation Gateway (OIG) was a success. Fujitsu's management team now had to figure out the best way to continue to build momentum and develop the be... More
Haiti Hope: Innovating the Mango Value Chain
Haiti Hope was to provide 25,000 Haitian farmers with world-class business and industry expertise to help them grow mangos more efficiently and abundantly, and secure access to new markets with the aim of doubling their income and raising their standard of living and, ultimately, contributing to the... More
GM Powertrain
by Amy C. Edmondson • Mikelle F. Eastley
Discusses a young MBA plant manager who is improving the operations of a small General Motors components plant in Fredericksburg, Virginia. At 29 years old, Joe Hinrichs is the youngest plant manager at GM, and in his new assignment, he is faced with the daunting challenge of designing and implement... More
Open Innovation at Fujitsu (C)
Global Knowledge Management at Danone (B)
by Amy C. Edmondson • Daniela Beyersdorfer • Ruth Dittrich
The (B) case gives an update on the development of knowledge management at Danone two years after the (A) case: The Networking Attitude spread throughout the company and the question is posed whether Danone should move to virtual networking in addition to face-to-face networking.... More