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Starbucks: Delivering Customer Service

Authors: Moon, Youngme; Quelch, John A.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2003

[This document has not yet been rated] 5609 views

Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service.

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Marketing the "$100 Laptop" (A, B, C)

Authors: Quelch, John A.; Chen, David
Product Type: Cases
Source: Harvard Business School
Publication Year: 2008

[This document has not yet been rated] 3571 views

On January 3, 2008, Intel resigned from the "One Laptop Per Child" program (OLPC) and announced that it would no longer be partnering with the nonprofit organization. According to Intel, the move was a result of pressure it received from OLPC to stop marketing its own low-cost Windows-based laptop, the Classmate.

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Mattel: Getting a Toy Recall Right

Author: Quelch, John A.
Product Type: Research Notes / Working Papers
Source: Harvard Working Knowledge
Publication Year: 2007

[This document has not yet been rated] 2546 views

Mattel has been criticized heavily for having to recall not once but twice in as many weeks 20 million toys manufactured in China with lead paint and/or loose, potentially dangerous magnets. Clearly Mattel did not have sufficiently tight quality control procedures in its supply chain to compensate for the extra risks of outsourcing to relatively new Chinese subcontractors.

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The BRAC and Aarong Commercial Brands

Authors: Quelch, John A.; Laidler, Nathalie
Product Type: Cases
Source: Harvard Business School
Publication Year: 2003

[This document has not yet been rated] 1816 views

This case discusses nonprofit management and managing nonprofit and for-profit initiatives within the same organization.

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BRAC

Author: Quelch, John A.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2003

[This document has not yet been rated] 1675 views

BRAC is the world's largest NGO and has over the past 20 years experienced tremendous rates of growth. The case looks at diversity within the organization and the aspects of management that have made the organization so successful...

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IBM on Demand Community

Author: Quelch, John A.
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2004

[This document has not yet been rated] 1579 views

The vice-president of IBM Corporate Community Relations is developing the launch program for IBM On Demand Community, a suite of 140 technology tools designed to enable IBM employees to assist nonprofit community organizations and schools worldwide.

 

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Toyota Recalls (A, B, C)

Hitting the Skids; Mr. Toyoda Goes to Washington; Bumpy Road Ahead

Authors: Quelch, John A.; Knoop, Carin-Isabel; Johnson, Ryan
Product Type: Cases
Source: Harvard Business School
Publication Year: 2011

[This document has not yet been rated] 1387 views

The case was written to expose students to the challenges inherent in prolonged crisis management. This case enables students to 1) assess Toyota's early reaction to the recalls; 2) estimate the impact of the recalls and Toyota's reactions on the firm's brand, business and share price; and 3) consider how they would present to the U.S. Congress.

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Procter & Gamble Co.: Lenor Refill Package

Authors: Quelch, John A.; Drumwright, Minette E.; Yao, Julie
Product Type: Cases
Source: Harvard Business School
Publication Year: 1996

[This document has not yet been rated] 1383 views

The assistant brand manager for Lenor, Procter & Gamble Germany's fabric softener brand, was preparing a presentation on the national launch of an environmentally friendly refill package.

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ACCION International

Authors: Quelch, John A.; Laidler, Nathalie
Product Type: Cases
Source: Harvard Business School
Publication Year: 2003

[This document has not yet been rated] 1350 views

ACCION International is a major nonprofit player in microfinance. Reviews the organization's history and evolution, details current activities and relationships within its network, and assesses the organization's challenges moving forward.

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Google in China (A, B, C)

Authors: Quelch, John A.; Jocz, Katherine E.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2010

[This document has not yet been rated] 1253 views

In January 2010, Google threatened in a public statement to stop censoring its search results on its google.cn website, as required by Chinese authorities. Should Google exit China? Or attempt a compromise with the Chinese government?

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