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The young CEO of a Turkish bank wants to experiment with a new way of reaching customers and doing business--but she's meeting with resistance from employees and worries that they have had enough. Expert commentary comes from Mitch Krebs, President and CEO of Coeur Mining, and Pinar Abay, CEO of ING Bank Turkey.

The young CEO of a Turkish bank wants to experiment with a new way of reaching customers and doing business--but she's meeting with resistance from employees and worries that they have had enough. Expert commentary comes from Mitch Krebs, President and CEO of Coeur Mining, and Pinar Abay, CEO of ING Bank Turkey.

Grade inflation is rampant across universities, colleges, academic majors, and certainly in American business schools. Extensive evidence shows that the distribution of college GPAs is skewed sharply toward high grades. Consequently, GPAs often poorly convey students' relative academic achievement, sending a muddled message to prospective employers. This article explores the causes and consequences of grade inflation. It concludes with six recommendations for employers who want to encourage college administrators to control collegiate grade inflation, thereby strengthening the accuracy and value of a GPA in the processes of applicant evaluation and job placement.

The topic of the Millennial Generation in the workplace drives much business conversation, as members of this generation form a growing percentage of the employee base. Both popular media and scholarly literature have painted the population of younger workers in an uncharitable light. The goals of this article are to contextualize the results of a large, empirical study in a more charitable light and to suggest that embracing generational differences provides an opportunity as well as a challenge. This article examines traits of the different generations, in addition to the relationship between organizational commitment and workplace culture. We present findings that show millennials (also known as Generation Y, or Gen Y) as the only generational group that does not conceptually link organizational commitment with workplace culture. This group also thinks of work differently than members of the other generations, yet these differences can be understood through a managerial lens focusing on qualities such as duty, drive, and reward. We argue that by changing performance evaluation metrics to encompass a greater variety of measures, managers can provide a more detailed picture of the employee's work, and thus impact the worker's sense of duty. Additionally, by providing a more transparent workplace, employers can increase the employee's drive and clearly demonstrate the reward that workers will receive. Finally, changes that help newer employees adjust to the workplace can also allow the organization to operate more efficiently, benefiting employees of all generations.

Organizational capital is an intangible asset that is a continuous creator of value through generating above-normal revenue growth, innovation, operational excellence, and stakeholder relationships. The elusive nature of organizational capital stems from competing perspectives on how it can be defined and managed. This article presents a comprehensive model for understanding the critical process, components, and necessary linkages that result in increased enterprise value through the creation of organizational capital. Attention is given to the factors that influence organizational capital (fit among leadership, strategy, and organization design), its influence on human capital, and, ultimately, the impact on operational excellence, stakeholder capital, and the essential levels of innovation that drive capital efficient growth. Guidance is provided for the CEO, CFO, and CHRO wishing to harness the power of organizational capital and increase both current and future value of the firm.

The phrase 'sharing economy' has grown to become an umbrella term for a wide range of nonownership forms of consumption activities such as swapping, bartering, trading, renting, sharing, and exchanging. In spite of such a wide spectrum of behaviors, there is limited practical knowledge about how individual sharing economy practices should be managed. Building on a framework that categorizes sharing economy practices based on their detailed characteristics, this article provides extensive recommendations to managers and practitioners. The article argues that each practice is a hybrid of sharing and exchange and provides several recommendations based on the nature of each practice's offering.

Although many articles discuss customer journey mapping (CJM), both academics and practitioners still question the best ways to model the consumer decision journey. We contend that most customer journey maps are critically flawed. They assume all customers of a particular organization experience the same organizational touchpoints and view these touchpoints as equally important. Furthermore, management lacks an understanding of how to use CJM as a cross-functional, strategic tool that promotes service innovation. This article proposes a solution to the unwieldy complexity of CJM by linking customer research to the CJM process and by showing managers how to develop a customer journey map that improves a customer's experience at each touchpoint. Using the case of an actual retail mall, we show that common CJM assumptions about the equal importance of all touchpoints are fundamentally wrong, and how easy it is for retail managers and strategic planners to make incorrect judgements about customer experience. This article demonstrates through a case study how customer research helped a mall's strategic management team understand which touchpoints were more or less critical to customer experience. It also shows key strategic initiatives at each touchpoint, resulting in cross-functional input aimed to advance service innovation at the mall.

A new study reveals a connection between the presence of specific genes and socioeconomic achievements, such as more-prestigious jobs and higher incomes.

Cervus Equipment Corporation, the major Canadian dealer group for John Deere and Peterbilt Motors Company equipment, had grown from CA$56 million in 2004 to close to $1 billion in 2014. It had achieved these results through an aggressive acquisition and growth-oriented strategy, by purchasing heavy-equipment dealerships representing John Deere, Bobcat, and other high-end original equipment manufacturers (OEMs). The company's move into the long-haul trucking industry, beginning with the acquisition of 16 Peterbilt truck dealerships in 2013, was timely, as the agricultural and construction sectors entered what many believed would be a prolonged downturn in its base in western Canada. However, these acquisitions and this move into the trucking industry presented significant challenges related to integration, leadership and management skills at the dealer level, OEM partner control, and the presence of established competitors that served the major vocational and fleet markets. The bottom line: Cervus Equipment required its transport division to drive profitable growth in 2016 and beyond.

Cervus Equipment Corporation, the major Canadian dealer group for John Deere and Peterbilt Motors Company equipment, had grown from CA$56 million in 2004 to close to $1 billion in 2014. It had achieved these results through an aggressive acquisition and growth-oriented strategy, by purchasing heavy-equipment dealerships representing John Deere, Bobcat, and other high-end original equipment manufacturers (OEMs). The company’s move into the long-haul trucking industry, beginning with the acquisition of 16 Peterbilt truck dealerships in 2013, was timely, as the agricultural and construction sectors entered what many believed would be a prolonged downturn in its base in western Canada. However, these acquisitions and this move into the trucking industry presented significant challenges related to integration, leadership and management skills at the dealer level, OEM partner control, and the presence of established competitors that served the major vocational and fleet markets. The bottom line: Cervus Equipment required its transport division to drive profitable growth in 2016 and beyond.

In the spring of 2016, Cyklop Packaging Systems India Private Limited (Cyklop) was facing the critical situation of high employee turnover. One out of every two employees was leaving the company each month. Although most employees were leaving voluntarily, some were being asked to leave because of below-par performance. The problem was not grave for major competitors as they were able to retain most of their employees. Cyklop's managing director, was concerned about the impact the turnover would have on relationships with key clients. He was also worried about increasing managerial and other costs. He asked the head of human resources to analyze the problem and provide an action plan for containing turnover in the service domain.

In the spring of 2016, Cyklop Packaging Systems India Private Limited (Cyklop) was facing the critical situation of high employee turnover. One out of every two employees was leaving the company each month. Although most employees were leaving voluntarily, some were being asked to leave because of below-par performance. The problem was not grave for major competitors as they were able to retain most of their employees. Cyklop’s managing director, was concerned about the impact the turnover would have on relationships with key clients. He was also worried about increasing managerial and other costs. He asked the head of human resources to analyze the problem and provide an action plan for containing turnover in the service domain.

On December 20, 2008, Ontario’s premier, Dalton McGuinty, and Canada’s prime minister, Stephen Harper, announced their decision to provide $3 billion in interim loans to General Motors of Canada Limited. Due to the 2008 economic downturn and declining auto sales, the company had drawn from its cash reserves in an effort to maintain operations and, as a result, was facing insolvency. The automaker accounted for approximately 19,000 direct jobs in Ontario, and its collapse would mean a great economic loss for Canada. The provincial and federal governments needed to work together to support the company and, in doing so, also support Canada’s economy during this financial downturn. Ontario’s assistant deputy minister of Finance needed to determine the best way to proceed with the proposed financial plan, while also working with multiple governments and appeasing public opinion.

Corporate globalization is a process of interaction and integration among the employees, products and customers of different nations—a process driven by international trade compliance and investment and aided by information technology. This process has obvious effects on the environment, on how culture evolves, and on political systems, economic development, and prosperity. When expanding to new markets, firms need the right leadership, which means an experienced globalizer. Companies can use different styles of organization for their globalization teams, such as a) purely centralized under one lead; b) completely decentralized under each main enterprise department; and c) split into two main departments, such as products and marketing. Groups or individuals benefit from working together in areas such as vendor pricing negotiation, localization workflow improvement, buying technology to automate localization and testing, mapping what customers need from the enterprise, and collectively pushing for newer areas to be globalized. Keeping teams as close to one another as possible benefits employees, who typically want to learn different aspects of globalization to advance their careers. Ultimately, the more divided the teams, the lower the flow of talent, innovation, and other benefits to the customer.

Mexico City, one of the largest urban centers in the world with 22 million inhabitants, has long wrestled with severe air pollution problems. In June 2014, Tanya Müller Garcia, Secretary of Environment (SEDEMA) of the government of Mexico City announced a controversial step to tighten the Hoy No Circula Program (HNC), also known as No-drive days. The goal of the program, first implemented in 1989, was to improve air quality by taking almost half a million vehicles a day out of circulation in the Mexico City metropolitan area (MCMA). The HNC program had undergone many modifications since it was first implemented; the June 2014 program modifications introduced additional restrictions that were particularly unpopular because they seemed to fall disproportionately on the lower socio-economic groups in the area. Protesters reacted strongly and blockaded main avenues and access routes into the city for several days, causing massive disruptions. Secretary Müller was facing increasing pressure to evaluate both the Hoy No Circula Program and SEDEMA's approach to controlling air pollution in general. Secretary Müller knew that the best approach was far from simple or obvious. The economics, politics, health, and transportation needs of the people of MCMA-combined with its geography and climate-made for a mix that was potentially as noxious as the air itself on certain winter days.

On December 20, 2008, Ontario's premier, Dalton McGuinty, and Canada's prime minister, Stephen Harper, announced their decision to provide $3 billion in interim loans to General Motors of Canada Limited. Due to the 2008 economic downturn and declining auto sales, the company had drawn from its cash reserves in an effort to maintain operations and, as a result, was facing insolvency. The automaker accounted for approximately 19,000 direct jobs in Ontario, and its collapse would mean a great economic loss for Canada. The provincial and federal governments needed to work together to support the company and, in doing so, also support Canada's economy during this financial downturn. Ontario's assistant deputy minister of Finance needed to determine the best way to proceed with the proposed financial plan, while also working with multiple governments and appeasing public opinion.

In 2012, the incoming general manager for AdNike Pharmaceutical's operations in China faced a major challenge. AdNike was a leading global pharmaceutical company that had been in China for over 40 years. However, its performance in the country had been worse than expected. In the most recent half-decade of its operations in China, AdNike faced a changing regulatory environment that was becoming more challenging to navigate. Also, local competitors were making significant inroads into AdNike's business. The new leader was charged with reinvigorating the company so it could achieve the growth and performance that was originally intended. Despite being new to China and not speaking any Mandarin, he had to determine a new strategic direction for AdNike while balancing the needs of external and internal stakeholders.

This industry note details the state of the healthcare and pharmaceutical industries in China in 2012. It has details on the size of the respective industries, their growth, their regulation and key political actors, as well as information and analysis on other important stakeholders in the pharmaceutical and health care sectors in China in the 2010s. The level of detail is high, as is the complexity of information presented. The note can be used independently, however, it was written primarily to serve as a companion to W16865.

On July 19, 2013, the documentary Blackfish was released. The movie claimed to have uncovered a series of animal abuses at SeaWorld and alluded to the negative impact of captivity on orcas, known as killer whales, which had resulted in the harm and even death of whale trainers. Whether real or alleged, such negative publicity threatened to affect the company's image, stock prices, profits, and many of the company's corporate relations. SeaWorld now faced several options in terms of responding to the movie release: ignore it, respond to it, or use it as an opportunity to completely rebrand. Which option would be the best for the company in the long run?

Before re-entering the Southeast Asian market in 2015, the Hisense-Hitachi joint venture mainly used the well known Hitachi brand to explore overseas markets for the sale of commercial central air conditioners. After the JV had accumulated enough capacity to adopt a product differentiation strategy, they decided to treat the Hisense brand as the focal brand in Southeast Asia and adopted a series of distribution strategies that differed from what they had used to sell Hitachi branded products elsewhere. The (B) case provides a basis for discussing target market selection, and the establishment of varying distribution channels (exclusive vs non-exclusive agents) in different countries. This case can be used with Hisense-Hitachi Joint Venture (A): Expanding Internationally (9B16M169).