Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing.

In 1991, Deloitte & Touche got a wake-up call about its efforts to retain women professionals. While it was recruiting almost as many women as men, the company had a much higher turnover rate for women. Many in the firm thought Deloitte was doing everything it could to retain talented women, but when they looked harder, they found otherwise. Most women weren't leaving to raise families; they were leaving after having weighed their unpromising career options in Deloitte's male-dominated culture. CEO Mike Cook led the way in making a business case--not a moral or emotional one--for change. Next, the company held mandatory, two-day, intensive workshops for its 5,000 U.S. managers. Case vignettes and discussions brought out subtle gender-based assumptions about careers and aspirations that had discouraged high-performing women from staying. Deloitte's gender gap in turnover has now nearly vanished, and the number of women partners and directors is the highest among the Big Five. These cultural changes weren't easy, but they've enabled Deloitte to grow faster than any of its competitors.

In 1996, Duke Children's Hospital was in serious trouble. Its $11 million annual operating loss had forced administrators to make cutbacks. As a result, some caregivers felt that the quality of care had deteriorated. Parents' complaints were on the rise. Frustrated staff members were quitting. In this article, Jon Meliones, DCH's chief medical director, candidly describes how his debt-ridden hospital transformed itself into a vibrant and profitable one. The problem, he realized, was that each group in DCH was focusing only on its individual mission. Doctors and nurses wanted to restore their patients to health; they didn't want to have to think about costs. Hospital administrators, for their part, were focused only on controlling wildly escalating health care costs. To keep DCH afloat, clinicians and administrators needed to work together. By listening to staff concerns, turning reams of confusing data into useful information, taking a fresh approach to teamwork, and using the balanced scorecard method, Meliones and his colleagues brought DCH back to life. This first-person account is required reading for any executive seeking to revitalize a sagging organization. Meliones shares the operating principles DCH followed to become a thriving business.

Bill Parcells, one of the NFL's winningest coaches, offers business leaders three rules for reversing the fortunes of a losing team. He contends that the keys to motivating people are much the same whether they're playing on a football field or working in an office. The first rule is to make it clear from day one that you're in charge. Parcells has found that holding frank one-on-one conversations with every member of the organization is essential to success. Rule two is that confrontation is healthy. Parcells relishes confrontation because it provides an opportunity to get things straight with people. Parcells's third rule is to identify small goals and hit them. He believes that success breeds success. In the end, Parcells is convinced that if you get people on your team who share the same goals and the same passion, and if you push them to achieve at the highest level, you're going to come out on top.

Using the Internet to facilitate business-to-business commerce promises many benefits, such as dramatic cost reductions and greater access to buyers and sellers. Yet little is known about how B2B e-commerce will evolve. The authors argue that changes in the financial services industry over the past two decades provide important clues. Exchanges, they say, are not the primary source of value in information-intensive markets; value tends to accumulate among a diverse group of specialists that focus on such tasks as packaging, standard setting, arbitrage, and information management. Because scale and liquidity are vitally important to efficient trading, today's exchanges will consolidate into a relatively small set of mega-exchanges. For many companies, traditional skills in such areas as product development, manufacturing, and marketing may become relatively less important, while the ability to understand and capitalize on market dynamics may become considerably more important.

Businesses will soon be able to conduct commerce through peer-to-peer networks, bypassing the costs and the limits of centralized B2B exchanges.

Microsoft's Richard Purcell makes the case for dedicating a senior manager to protecting your customers' on-line privacy.

Many companies know they should benchmark their business practices against those of companies outside their own industry. But how to begin? Here's a practical guide.

In a global economy, marketing managers need to consider factors that don't apply in domestic markets. When an Israeli refuses to buy a German car, for instance, the issue isn't product quality. It's history.

Why own your computer applications? You can rent just what you need, when you need it, from a new breed of application service provider.

Reverse auctions certainly look like a good deal for buyers. Who wouldn't want hoards of suppliers bidding one another's prices down? But a new study reveals important downsides that should make buyers beware.

The short answer is: not much for the U.S. economy. Here's why.

This case provides a succinct account of the high profile failure of the Clinton Administration's initiative to reorganize the US health care and health insurance system so as to provide universal coverage at the same time as controlling costs. The case traces the origins of the reform impetus and describes the structure and proposal of the Administration's health care task force, chaired by First Lady Hillary Clinton and directed by Ira Magaziner. The case focuses, however, on the extent and nature of opposition to the plan, particularly from the business community, implicitly raising the questions of how the Administration might have handled matters differently and what factors whether substance or tactics or both allowed the opposition to be successful. The case is a vehicle, too, for discussion of the business-government relationship in the U.S. through its focus both on the nature of the US health insurance system (largely linked to private employment) and on the variety of business and interest groups within the US private sector. HKS Case Number 1600.0

Jamaica's relationship with the International Monetary Fund had often been tense. Currently, the country had no agreements with the IMF, and Prime Minister P.J. Patterson had sworn that his country would never again borrow from the Fund. Still, there were significant advantages to be gained from cooperation with the IMF. Not only was it a source of valuable technical expertise, but Fund approval of the government's policies could facilitate borrowing on world financial markets or from other multilateral organizations. Recently, the IMF appeared to be softening in its opposition to the government's policy direction. However, it seemed unlikely that the country could reach a borrowing agreement with the IMF without significant policy adjustments, particularly in the matter of the exchange rate. Under these circumstances, Dr. Davies had to determine whether he should approach the Fund for assistance, and if so, what policy changes the government would be willing to make in order to secure that assistance. HKS Case Number 1602.0

In January 1994, Danie Niemandt, general manager for South African Breweries operations in Tanzania, must determine how his company should respond to the entry of a new competitor in its market--East African Breweries. South African Breweries has executed a successful turnaround of the brewery operations in Tanzania. East African Breweries is backed by Guinness plc, one of the world's largest beer brewers, and Guinness has committed itself to investing the resources necessary to build a leading presence in the Tanzanian market. The challenge facing South African Breweries in Tanzania illustrates the challenge the company faces in many of its international markets. The company has built its international strategy around its operational expertise, but must now adjust to the entrance of well-funded global beer competitors in several of its international markets. Intended for use in a course on international business and strategy.

This case provides a succinct account of the high profile failure of the Clinton Administration's initiative to reorganize the US health care and health insurance system so as to provide universal coverage at the same time as controlling costs. The case traces the origins of the reform impetus and describes the structure and proposal of the Administration's health care task force, chaired by First Lady Hillary Clinton and directed by Ira Magaziner. The case focuses, however, on the extent and nature of opposition to the plan, particularly from the business community, implicitly raising the questions of how the Administration might have handled matters differently and what factors whether substance or tactics or both allowed the opposition to be successful. The case is a vehicle, too, for discussion of the business-government relationship in the U.S. through its focus both on the nature of the US health insurance system (largely linked to private employment) and on the variety of business and interest groups within the US private sector. HKS Case Number 1600.0

This case discusses the e-business strategy of Ducati, an Italian manufacturer of high-performance motorcycles. It describes how, on January 1st, 2000, Ducati exclusively sold through the Internet its new MH900e motorcycle at 15,000 Euros per unit. It was the first motorcycle ever sold through the Internet and the first-year production of the MH900e was sold out after just 31 minutes! The case also presents the way the company created the physical and the virtual World of Ducati.

South African Breweries (SAB) was the only profitable international brewer in the crowded and hyper-competitive beer market in China. SAB's keen understanding of emerging market environments allowed it to develop a unique strategy for the Chinese market. This resulted in large market shares in each of the provinces in which it was present. However, SAB and its joint venture partner, China Resources Enterprise, only served five per cent of China's immense population. The managing director was faced with decisions: how to expand to other markets where SAB's approach would be replicated, how SAB could expand its successful business model to new markets, and what would happen when it ran head-to-head with a global giant or a well-positioned local competitor.

Two young university graduates evaluate the possibility of introducing a new room reservation system for tourists in Greece, replacing some of the unreliable existing methods. Recent improvements in the telecommunications grid and the emergence of several Internet service providers across Greece, coupled with existing hardware and software technology, paved the way to a window of opportunity for their Ikaros Project, a collection of transactional interactive networked kiosks. The kiosks would allow customers to obtain real-time information on hotel room availability and make their reservations. Convinced that the system would be accepted by the tourists, there were still many considerations to be researched and resolved: acceptance of the system by the hoteliers, connection costs, system capacity, pricing and the system architecture.

The technology deployment specialist of the Adelaide District School Board needed to make immediate changes to the purchasing system to respond to service demands. The current system was not widely accessible or user-friendly and was creating heavy workloads and the need for overtime. Senior management recognized the advantages of implementing a system that would integrate the data processing of all functions, including human resources, inventory, finance, purchasing, etc., and gave her the mandate to find an integrated system and develop a proposal for its implementation. In addition to finding a system that would meet these criteria, she had to consider the conflicting interests of different users, a new system that had been implemented in the finance department, and the ongoing changes in the organization.