Cases

A Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

Publication Date: January 01, 1994

This total quality management case, focused on one of the most successful new initiatives by a major firm in the US, serves as a complement to the public sector TQM cases. It describes the...

Telling the Boss He's Wrong: George Shultz and Iran/Contra

Publication Date: January 01, 1994

From the first he heard of the idea, Reagan administration Secretary of State George Shultz objected to the idea of selling arms to Iran in exchange for the safe release of American hostages...

Guarding the Guards: General Hector Gramajo and the Guatemalan Army (Sequel)

Publication Date: January 01, 1994

This case offers an unusual window into the little-known inner politics of an army with significant control over a civilian government. Its description of the recent political history of...

Guarding the Guards: General Hector Gramajo and the Guatemalan Army

Publication Date: January 01, 1994

This case offers an unusual window into the little-known inner politics of an army with significant control over a civilian government. Its description of the recent political history of...

What If We Could Start Over? The US Forest Service Champions "Bottom-up" Management (C)

Publication Date: January 01, 1994

In a bid to promote regional office innovation and entrepreneurship, the US Forest Service gives significant new administrative and programmatic latitude to the forest supervisors in the...

What If We Could Start Over? The US Forest Service Champions "Bottom-up" Management (B)

Publication Date: January 01, 1994

In a bid to promote regional office innovation and entrepreneurship, the US Forest Service gives significant new administrative and programmatic latitude to the forest supervisors in the...

Public Conversations and Legislative Deliberations: Oregon's Governor Barbara Roberts Takes on Fiscal Reform (Epilogue)

Publication Date: January 01, 1994

The newly-elected Governor of Oregon faces a budget crisis of extreme proportions: a tax limitation combined with new responsibilities for public education at the state level. Well aware of...

Responding to Disaster: The Story of the Guadalajara Sewer Explosion (Epilogue)

Publication Date: January 01, 1994

When an underground explosion rocks the center of the Mexican city of Guadalajara, hundreds are killed. The blast, likely caused by gasoline which had leaked into the sewer system and was...

CIA and the Fall of the Soviet Empire: The Politics of "Getting it Right"

Publication Date: January 01, 1994

The abrupt disintegration in 1991 of the Soviet Union leads to accusations that the United States intelligence apparatus--the Central Intelligence Agency, in particular--had failed in its...

What If We Could Start Over? The US Forest Service Champions "Bottom-up" Management (A)

Publication Date: January 01, 1994

In a bid to promote regional office innovation and entrepreneurship, the US Forest Service gives significant new administrative and programmatic latitude to the forest supervisors in the...

Public Conversations and Legislative Deliberations: Oregon's Governor Barbara Roberts Takes on Fiscal Reform

Publication Date: January 01, 1994

The newly-elected Governor of Oregon faces a budget crisis of extreme proportions: a tax limitation combined with new responsibilities for public education at the state level. Well aware of...

Responding to Disaster: The Story of the Guadalajara Sewer Explosion

Publication Date: January 01, 1994

When an underground explosion rocks the center of the Mexican city of Guadalajara, hundreds are killed. The blast, likely caused by gasoline which had leaked into the sewer system and was...