Southwest Creations Collaborative (SCC) was a non-profit social enterprise dedicated to promoting the employability and financial independence of poor immigrant women in Albuquerque, New Mexico. It sought to accomplish its mission by providing part-time and later full-time sewing and handwork jobs in a contract manufacturing business. SCC also provided many social program activities for employees, including onsite childcare, English lessons, health education, and computer classes. The organization's financial support came from a combination of contract work and grant funding. The two cases stretch through the life of SCC, from its inception in 1994 through the middle of 2008. Case (A) covers the initial formation of the organization in 1994, from the perspective of the founder and executive director, and leads to a decision point regarding a possible relationship with a social venture consulting group in 2005. Case (B) begins where Case (A) ends and concludes with decisions in 2008 about whether or not to expand the business in order to become more economically self-sufficient and less reliant on grants and donations, and whether to increase its impact by marketing its approach to employee social programs to local companies and other organizations.

Southwest Creations Collaborative (SCC) was a non-profit social enterprise dedicated to promoting the employability and financial independence of poor immigrant women in Albuquerque, New Mexico. It sought to accomplish its mission by providing part-time and later full-time sewing and handwork jobs in a contract manufacturing business. SCC also provided many social program activities for employees, including onsite childcare, English lessons, health education, and computer classes. The organization's financial support came from a combination of contract work and grant funding. The two cases stretch through the life of SCC, from its inception in 1994 through the middle of 2008. Case (A) covers the initial formation of the organization in 1994, from the perspective of the founder and executive director, and leads to a decision point regarding a possible relationship with a social venture consulting group in 2005. Case (B) begins where Case (A) ends and concludes with decisions in 2008 about whether or not to expand the business in order to become more economically self-sufficient and less reliant on grants and donations, and whether to increase its impact by marketing its approach to employee social programs to local companies and other organizations.

John Parsons, a senior vice president with Mission Federal Credit Union in San Diego, needed to decide whether to advocate for an initiative from a member of the credit union's board of directors to open a student-run branch in an inner-city region of San Diego. Such a branch would be ground-breaking-the first student-run credit union branch in the country open to the general community-and it would fit with Mission Federal's general philanthropic outlook, would be an example of social entrepreneurship and strategic philanthropy, and would have other advantages. But it would be located in an area far from current members, would take money away from other philanthropic efforts supported by long-term board members and give it to an effort proposed by a new and aggressive board member, in addition to other problems. Furthermore, the branch would become financially profitable only in the long run, if ever. Parsons needed to decide just how much he believed in this project.

Seventh Generation is a leader in the niche market for "green" household cleaning products in the U.S. It enjoys a unique reputation, strong branding, and fast growth. In 2008, while Seventh Generation is looking for ways to expand its customer base, its executive management is approached by Marketside, a subsidiary of Walmart set up to tap into the "green" market. The potential market that Seventh Generation could access through this partnership is enormous. But so is the risk of being associated with a retailer that has been heavily condemned in the past for its poor environmental and social record, and which Jeffrey Hollander, cofounder and chairman of Seventh Generation, has been publicly criticizing for many years. He must weigh the pros and cons of this opportunity, evaluate the risks, and make a decision on whether to accept Marketside's offer.

When people think about innovation in customer service, they usually think about technological or process enhancements that make service delivery faster or more efficient. Restaurants have introduced hand-held devices that buzz customers when their table is ready, and supermarkets use self-service checkout lines. While such innovations can simplify matters for customers, service organizations rarely stop to consider the overall psychology that shapes service encounters. Indeed, many key psychological variables that influence customer perceptions-the subtle enhancements that help define a positive experience-have yet to be fully defined or articulated. Organizations often measure the outcomes of service encounters in concrete terms such as on-time flight arrivals or the time to resolve a customer's call. However, the subjective outcomes-the emotions and the feelings-are more difficult to describe: Did the passenger enjoy the flight? Did the customer who called the service center with a problem walk away feeling better about the provider? Just as having a deeper understanding of systems dynamics and process analysis has pushed companies to re-engineer their operations to achieve explicit outcomes, findings from behavioral decision-making, cognitive psychology, and social psychology can point service providers to ideas for redesigning the psychological or implicit aspects of service encounters. In this article, the authors examine how three factors-emotions, trust, and control-shape customer assessments of service experiences and their overall view of service providers. Drawing on research conducted at companies including Harrah's, MGM Grand, Dell, Farmers Insurance, the Seattle Supersonics, and McKinsey & Company, they argue that organizations seeking to excel in customer service need to attack the "soft side"of customer management with the same type of intensity they have previously used to reengineer workflow and supply chains.

This is an MIT Sloan Management Review article. We are going about the way we measure the return on investment in social media completely backwards. Effective social media measurement should start by turning the traditional ROI approach on its head. That is, instead of emphasizing their own marketing investments and calculating the returns in terms of customer response, managers should begin by considering consumer motivations to use social media and then measure the social media investments customers make as they engage with the marketers' brands. Handling the measurements this way makes much more sense. It takes into account not only short term goals such as increasing sales in the next month via a social media marketing campaign, or reducing costs next quarter due to more responsive online support forums, but also the long-term returns of significant corporate investment in social media. The authors show how you can implement this new kind of measurement and point to the benefits of doing so.

This is an MIT Sloan Management Review article. Over the past decade, and especially over the past few years, a number of the world's most widely respected companies have collapsed. The authors believe that a major, though not often mentioned, factor was these companies' traditional approach to risk management, which tends to look for risk in all the wrong places. Two fundamentally different views have evolved over the years on how risk should be assessed. The first and prevailing view -- termed the frequentist view -- is based solely on repetitive historical data, such as weather patterns. The second, or Bayesian, view considers risk to be in part a judgment of the observer, or a property of the observation process; repetitive historical data thus are essentially complemented by other kinds of information. Where there is a great deal of relevant data, this information plays a dominant role, with the integration of judgment making a substantial improvement over the traditional approach. Where there is little or no relevant data, judgment plays a dominant role, providing value under conditions beyond the scope of the traditional approach. Either way, recognizing the important, sometimes central, role of judgment can lead to more reasonable and realistic behavior -- in large part because we realize that judgment is not perfect and can be refined as more experience is acquired. The key point is that risk under the Bayesian approach can be measured quantitatively, whatever the amount and quality of the data. And rather than focusing entirely on the observed world, Bayesian risk assessment also reflects the consistency, reliability and precision of the observer. Many measures are being deployed to recover from the collapses and to build a more robust system that prevents future crises -- a shift from frequentist risk management to Bayesian risk management should be a part of this effort.

This is an MIT Sloan Management Review article. Although standard economic theory (and common sense) dictates that customers should be just as willing to purchase carpeting priced at $500 plus delivery priced at $100 as they are to purchase carpeting with free delivery priced at $600, recent research suggests that price partitioning, the manner in which a total price is divided into components, affects customers' price perceptions, their willingness to purchase and even their likelihood of repurchasing from the same vendor. The challenge is deciding when to charge separately for extras and when to combine extras into a single total price. Whether "nickel-and-diming" your customers or "keeping things simple"is more effective for a specific transaction depends on a variety of factors, such as whether customers comparison shop, whether they are more sensitive to the prices of some components (delivery) than to others (carpeting), whether the price of one component is small or large relative to the others, whether the company controls the costs and quality of a particular component, and which components are most central to the customer's goals. The authors provide managers with a decision framework to determine when to separate what they charge into a number of parts, and when to roll everything into one price.

This is an MIT Sloan Management Review article. How are organizations attempting to compete on their ability to capture, analyze and act on information? How do you win with data and analytics? MIT Sloan Management Review conducted a global survey of nearly 3,000 executives to learn how they're turning the data deluge and analytics into competitive advantage -or trying to, anyway. The major comprehensive analysis is still to come, but in these two companion articles ("10 Insights"and "10 Data Points"), readers will find an early snapshot of how managers are answering the most important question organizations face. To answer that question, SMR has teamed with the IBM Institute for Business Value to build a new innovation hub and research program called "The New Intelligent Enterprise." Through the SMR and IBM IBV collaboration, The New Intelligent Enterprise aims to help managers understand how they can capitalize on the ways that information and analytics are changing the competitive landscape. What threats and opportunities will companies face? What new business models, organizational approaches, competitive strategies, work processes and leadership methods will emerge? How will the best organizations reinvent themselves to use technology and analytics to achieve novel competitive advantage? How will they learn not only to be smarter, but to act smarter?

This is an MIT Sloan Management Review article. As information technology becomes increasingly critical within large, global organizations, chief information officers are being held to higher standards. In addition to streamlining business processes, reducing enterprise costs and improving work force effectiveness, top management also wants the IT department to be a strategic business partner -to forecast the business impact of emerging technologies, lead the development of new IT-enabled products and services, and drive adoption of innovative technologies that differentiate the organization from competitors. Although organizational charts and standardized processes can be helpful, the authors find that these traditional tools are not flexible enough to support the types of internal and external collaborations and partnerships that large, global IT organizations need to maximize value. The key to delivering both operational excellence and innovation, they argue, is to allow innovative solutions to emerge unexpectedly through informal and unplanned interactions between individuals who see problems from different perspectives. Based on their research at Monsanto and 11 other large companies, the authors argue that CIOs who learn to balance formal and informal structures can create global IT organizations that are more efficient and innovative than organizations that rely primarily on formal mechanisms. The authors found that organizational network analysis provides a useful methodology for helping executives assess broader patterns of informal networks between individuals, teams, functions and organizations, and for identifying targeted steps to align networks with strategic imperatives.

How to replicate a 'one of' social entrepreneurship effort: To cure blindness, Seva took the Aravind Eye Hospital & scaled it up to 100 hospitals globally.

Smart Union Group (Holdings) Limited was engaged in the manufacturing of recreational and educational toys and equipment for OEMs such as Mattel, Hasbro, and Megablocks. The company's manufacturing facilities were located in Guangdong Province, China, while the majority of the company's sales were made in the U.S. and Europe. The company went public in September 2006 with an IPO listed on the Hong Kong Stock Exchange, which netted HK$55 million. From 2003 to 2007, the company's sales revenues increased from HK$479 million to over HK$953 million. The company's rapid growth was financed by issuing equity and obtaining short-term bank loans. In 2007, Smart Union invested in a silver mine in Fujian Province to offset the impact of price increases in commodities used in production, and to expand its operational scope. At the end of 2007, the company's short-term bank debt of HK$240 million needed to be repaid or refinanced.

Spreadsheet Supplement for Product #UV2565

Gazelle has pioneered a reCommerce intermediation model: it buys used electronics from consumers and resells them on eBay or to wholesalers. Going forward, its two main strategic challenges are: 1) deciding how much to rely on partnerships with large retailers for growth; 2) deciding whether to continue as a "merchant," i.e., buying and reselling goods (and thereby taking inventory risk), or to transform itself into a "two-sided platform" connecting sellers and buyers without taking inventory risk.

The Taj Hotels, Palaces, and Resorts introduced a new brand architecture to counter lack of differentiation and confused positioning of its mixed bag of brands. After launching an economy and an upscale brand, it dithered over the launch of its upper upscale and luxury brands. The case illustrates the marketing and organizational challenges of a hybrid brand extension strategy that lies in between a 'house of brands' and a 'branded house'.

Emergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?

The case was prepared to be used as part of a process review in the first year Technology and Operations Management course at HBS. It offers students an opportunity to discuss the context of a manufacturing process choice, and then examine actual production numbers that resulted from a series of choices. While there isn't a traditional case issue, the discussion should focus on the gap between theoretical process designs and the reality of practical implementations, with the impact of operator variability in pace and the complex intertwining with work scope. The case only meant for one discussion pasture to review the Hayes-Wheelwright product-process matrix, and the impact of variability on line performance. While comparative numbers for the process choices are provided, the hope would be to develop students' intuition around why the numbers change so much.

The most recent recessionary period and credit crisis has precipitated discussions on the importance of stable financial systems. Many national governments are considering enacting stricter regulation on financial markets and bank liquidity. National and international supervisors will implement regulatory adjustments through coordinated efforts or independently in the next few years. There will be major developments in the banking industry within the near future.<br><br>This case provides a structure for discussing past international efforts to coordinate a strengthening of banking systems. The primary focus is the 2010 Basel negotiation to create new and more extensive internationally accepted regulations. Students can be encouraged to debate the basic concept of international rules, as well as possible versions of these rules. A central message is that such negotiations will likely continue indefinitely. China, India and other emerging nations have indicated that they are not prepared to enforce the 2010 Basel III. Furthermore, the process of analyzing banks' financial reports in order to develop evaluations of their position vis-à-vis the rules will likely be a long and complex process.<br><br>With each of the major issues, this case presents the rationales for change and the strengths of Basel III's provisions, as well as the weaknesses of the proposed changes.

In late 2009, the principal of the Lake Eola Charter School (LECS) in downtown Orlando, Florida completed a course on nonprofit branding at the Philanthropy & Nonprofit Leadership Center at a local college. She was energized and ready to apply the information she had learned to evaluate the school's competitive position and to determine its level of mission fulfillment and progress toward goals. Well-suited for running a school, with a doctorate in education administration, the principal had taken the class to shore up her understanding of planning for and managing a nonprofit organization (NPO). In her mind, the key lesson was the need for an environmental analysis to better understand the school's internal environment and external competitors in order to improve the position of the school vis-a-vis the community's educational needs. She employed an MBA intern to help her develop tools for an internal and external environmental scan. The intern had just wrapped up the data collection and analysis. The principal was ready to use the summer "down time" to make changes for the 2010 academic year, if only she knew how to proceed. This case is suitable for marketing strategy courses. The detailed treatment of environmental analysis could also make the case useful in business policy and strategy courses. Instructors will find the case particularly well-suited for classes on marketing, strategy and management in the area of public administration and nonprofit organizations.

This is a supplement to Stitch It (A), product number 909M22. The Stitch It Group (Stitch It) is a mall-based clothing alteration service. Having previously sold Stitch It to its current owners in 1990 (retaining the chief executive officer (CEO) position), the founder and CEO was presented with an opportunity in 2003 to repurchase the company. Having originally sold the business because he was too cash-strapped to grow it himself, Stitch It had since grown from three store locations to 84 stores under three brand names spread throughout Canada and the United States. In determining whether to buy back the firm he founded, the founder and CEO also needed to consider his daughter Jennifer's expressed interest in becoming an executive in the firm. How would he provide Jennifer with the proper technical training to become familiar with all aspects of the firm's business, and improve her business acumen and leadership skills? The founder and CEO had one week to inform the owners of his intent to purchase and he felt it was a good deal, considering the opportunity for growth. Even if the founder and CEO resolved to buy back his company, he wondered how to train Jennifer to take over the business one day.