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Designing Transformational Customer Experiences
Thomke, StefanCase HBS-617051-EKnowledge and CommunicationAnyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer experiences are mediocre, forgettable and some are plain awful. But once in a blue moon, an experience is so great that it leaves positive memories for years. Why do some product or service...Starting at €8.20
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Sony
Thomke, Stefan; Osanai, Atsushi; Kanno, AkikoCase HBS-618045-EKnowledge and CommunicationSony used to be synonymous with "innovation" and "cool products". The case reveals how the company lost its edge and describes the leadership initiatives to restore its former glory. In 2012, Kazuo (Kaz) Hirai becomes CEO and successfully transforms Sony, including a relentless focus on differentiation through "wow" products instead of chasing scale. How should he organize and manage the company's response to digital opportunities, such as virtua...Starting at €8.20
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Ferrari
Thomke, Stefan; Corsi, Elena; Nimgade, AshokCase HBS-618047-EKnowledge and CommunicationFerrari is among the world's most powerful brands but how the company operates has remained mysterious. The case reveals the inner workings of the company - the Ferrari Way - from the way it designs, produces, and markets its cars, to how its leadership team is driving future growth. Central to Ferrari's strategy is its response to disruptive changes in the automotive industry and their impact on the company's products and brand.Starting at €8.20
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Zensar: The Future of Vision Communities (A)
Garvin, David A.; Tahilyani, RachnaCase HBS-311024-EKnowledge and CommunicationZensar is a rapidly growing, mid-sized Indian IT services company with a collaborative management philosophy and innovative HR policies. One of its practices, Vision Communities, is an inclusive forum for innovation and strategy formulation. As the companStarting at €8.20
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Zensar: The Future of Vision Communities (B)
Garvin, David A.; Tahilyani, RachnaCase HBS-311025-EKnowledge and CommunicationZensar is a rapidly growing, mid-sized Indian IT services company with a collaborative management philosophy and innovative HR policies. One of its practices, Vision Communities, is an inclusive forum for innovation and strategy formulation. As the companStarting at €5.74
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MindTree: A Community of Communities
Garvin, David A.; Tahilyani, RachnaCase HBS-311049-EKnowledge and CommunicationMindTree is a mid-sized Indian IT services company known for its knowledge management practices, its collaborative communities, and its strong culture and values. The CEO has set a goal of becoming a $1 billion company by 2014; to reach that goal, employeStarting at €8.20
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The Mahindra Group: Leading with Purpose
Gulati, Ranjay; Tahilyani, RachnaCase HBS-421091-EKnowledge and CommunicationIndia headquartered Mahindra Group is a multibillion-dollar federation of companies operating across the globe. It is ahead of its time in articulating its purpose and mapping its values, something it had first done at inception and then refreshed yet again as 'Rise' in 2011. Over the past decade, it has cascaded the essence of 'Rise' as a purpose through the organization. The idea was to "challenge conventional thinking and innovatively use all ...Starting at €8.20
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Revitalizing State Bank of India
Datar, Srikant M.; Bhatta, N. M.; Krishnan, Rishikesha; Tahilyani, RachnaCase HBS-116043-EKnowledge and CommunicationState Bank of India is India's oldest and largest bank with the government of India as its majority shareholder. Arundhati Bhattacharya, a 35-year old veteran of the bank, is appointed as its chairman in October 2013. Her appointment coincides with Moody'Starting at €8.20