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AuthorTitle/Subject
Hide details for Case StudiesCase Studies
Carlzon, JanMoments of Truth (15 Second Moments of Truth)
Happ, EdTour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep)
Happ, EdYour Car Will be Ready at Noon (Case Study: The Car Repair Story)
Happ, EdHouse calls for kids shoes (Case Study: Nordstrom kid's shoes)
Happ, EdMore Impersonal than an ATM (Case Study: The Local A&P)
Happ, EdThe Team and The Fans (Case Study: The Stadium Analogy)
Happ, EdThe Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners)
Happ, EdThe Case of the Cajun Popcorn (Case Study: on service flexibility)
Happ, SteveThe Missing Hilton Hotel Coupon (Case Study: No Problem!)
Hawken, PaulGrowing a Business (Bureaucracy, Rules and Regulations)
IW/Virtual Organization Inc.Case Study: "How top management can help teams succeed" (Article: IW on Teams)
Kelley, MikeConnecticut School District #14, School Bond Issue (Case Study 1: School District Bond Issue)
Kelley, MikeThe Conference (Case Study: Litchfield County Research)
Kelley, MikeThe Case of the Runaway Treadmill (Case Study: Joe Rella's Story)
Kelley, MikeThe Conference, and Lesson Plans (Case Studies Exercises)
Peters, TomThriving on Chaos (Case Study: Where Superlative Service is the Norm)
Zemke, Ron with Dick SchaafThe Service Edge (The Case of the Overbooked Hotel)
Zemke, Ron with Dick SchaafThe Service Edge (Case Study: The Case of the French Fries)
Hide details for Change ManagementChange Management
LaPlante, AliceRightsizing Angst (Chevron Shock Therapy)
Rita HeiseManaging the Organizational Impact of Global Operations (Cargill quote on the resistance to change)
Hide details for CharityCharity
Martin, SteveThe Way I see It (Steve Martin on Economic Opportunity)
Hide details for ComputersComputers
Cringeley, Robert X.Automobiles and computers (Automobiles and computers)
Ratliffe, MitchA computer lets you make more mistakes faster (Make more mistakes faster)
Hide details for ConsultingConsulting
Birnbaum, BillAre You a Horizontal or a Vertical Consultant? (Article: Horizontal vs. Vertical Consulting)
Birnbaum, BillBeginning Consulting (Management Consulting Thread)

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