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Harrah’s Entertainment, Inc Harvard Case Solution & Analysis

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Introduction

            Harrah’s Entertainment Inc. has been one of the most well-known and highly respected brands in the casino entertainment market. The company was founded way back in the year 1937. The initial business for the company was started in bingo parlor in Reno, Nevada. The company went on to become one of the most highly recognized firms where it acquired properties throughout Nevada and other places.

            Harrah, in the year 1973, became the first public limited company, listed on New York Stock Exchange. The company has been managing more than 38 gambling and resort properties in more than 14 states within the United States. Moreover, it has been operating in five other countries with a total number of employees around 32,000. The brand name has become the synonymous in terms of customer centric, quality and entertainment.

Customer Value Funnel – Level III

Organizational Factors:

            The organizational factor with respect to Harrah Entertainment is rather clear. The company has been concentrating on building relationships with the customer, rather than spending time over branding the company. This has been the major success factor for the firm, which has led to the success in the casino entertainment market. Moreover, the employees are rewarded and compensated based on the level of customer satisfaction.

Stakeholders:

            The stakeholders for Harrah Entertainment have been the customers who have been the force, which has been helping the company in generating profits and actually staying ahead of the competition. Moreover, the long term relationship between the company and the employees has also been a stakeholder in the overall performance of the company. The suppliers, hotels, have also been serving as stakeholders for the firm.

Business Culture:

            The business culture at Harrah Entertainment is to serve the customers with utmost care and affection. The company has been offering loyalty programs, visa cards to ensure that the relationship with long standing customers does not fade away. As the case states, 26% of the loyal customers are the source of generating 82% of the total sales. The culture at the company is to ensure customer centric approach and constant rewards for choosing Harrah over other rival casino entertainment firms.

Organizational structure

            The organizational structure at Harrah Entertainment has been led by different department heads, which look after their respective domains. Since Harrah has been growing at a rapid pace, therefore, the management has been focusing on investing on individuals who can lead the departments with conviction and vision.

Business strategies

            The business strategy of Harrah Entertainment is to focus on customer relationship management where it has been constantly improving upon the service, which is being offered to the customers or the clients who have been regular at Harrah.

Value providers

            The value providers for Harrah Entertainment have to be the customer loyalty cards, visa card, stay at hotels, vouchers; different packages have all been a way or method to add value for the customers at Harrah Entertainment.

As per the CVF it includes the above mentioned aspects of the business the stakeholders, business culture, organizational structure, strategies, and value providers. Therefore, it is quite evident as per the information provided in the case that Harrah’s culture, strategies and culture have been all about delivering value to the customers.

As per the funnel, it demonstrates a downward flow in most parts where all the components are related to the level above. Moreover, the feedback loops in the level III have been indicating a gain in market intelligence, which is the decrease in gambling by younger generation. This actually demonstrates that Harrah Entertainment has been quite well equipped on Customer Value Funnel, level III. Harrah’s Entertainment, Inc Case Solution

Customer Value Funnel – Level IV

The major advantage of Customer Value Funnel is that it helps in understanding the business dynamics and situation of the company. CVF offers help to ensure that the company can achieve competitive advantage over rivals.

Perceived vs. Delivered Value:

The delivered value to the customer is all about customer relationship management. The company has been a brand, which develops long term relationship with the customers. The introduction of different methods like loyalty cards, visa card have been examples of the success of CRM.

The perceived value has also been the same. However, one market that is yet to be tapped by Harrah is the online gambling market. Harrah does not have strong presence over the online gambling portals, which are expected by the customers. The perceived value as per CVF level IV is generally based on factors such as the pricing, differentiation and appearance. Over here, Harrah has been quite successful in delivering perceived value with its CRM initiatives and methods. Harrah also offers superior customer value as it focuses on satisfaction and long term commitment with the customers.......................

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Objectives of DBM

New Business Program

• It is meant to encourage customers to take repeated trips by predicting customer worth and giving appropriate offers.

Loyalty Program-Frequency

• It helps in identifying customers who gave only a small fraction of their spending to Harrah’s and incentivizing them to visit frequently.

Loyalty Program-Budget

• This program was aimed to make Harrah’s Entertainment, Inc. the first choice while visiting multiple casinos.

Retention Program

• It was targeted at customers who were regular visitors but showed differing patterns in visiting.

Opinion on DBM

NEW BUSINESS PROGRAM

• Each month, Harrah’s Entertainment, Inc.’s witnessed…

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Harrahs Entertainment Inc.

Subjects Covered Customer relationship management Databases Loyalty Service management

by Rajiv Lal, Patricia Martone Carrolo

Source: HBS Premier Case Collection

27 pages. Publication Date: Oct 25, 2001. Prod. #: 502011-PDF-ENG

Harrah’s Entertainment, Inc.Harvard Case Study Solution and HBR and HBS Case Analysis

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Harrah's entertainment, inc. case study analysis & solution, harvard business case studies solutions - assignment help.

Harrah's Entertainment, Inc. is a Harvard Business (HBR) Case Study on Sales & Marketing , Fern Fort University provides HBR case study assignment help for just $11. Our case solution is based on Case Study Method expertise & our global insights.

Sales & Marketing Case Study | Authors :: Rajiv Lal, Patricia Martone Carrolo

Case study description.

This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details.Describes a situation facing Philip Satre, chairman and CEO of Harrah's Entertainment, Inc. Satre was reading a May 2000 Wall Street Journal story that discussed the company's marketing success in targeting low rollers, the 100% growth in stock price and profits in the year to December 1999, and the revenue growth of 50%, which significantly outpaced the industry. The exciting articles aroused Satre's desire to know more about the activities of his then COO, Gary Loveman, and his team of "propeller heads" with respect to their database marketing efforts and the Total Reward Program. Satre was interested in two questions: He wanted to know how much these marketing efforts had contributed to Harrah's overall performance and whether these marketing results were a one-shot event or could be achieved year after year, especially as the competition introduced similar programs.

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Step 1 - reading up harvard business review fundamentals on the sales & marketing.

Even before you start reading a business case study just make sure that you have brushed up the Harvard Business Review (HBR) fundamentals on the Sales & Marketing. Brushing up HBR fundamentals will provide a strong base for investigative reading. Often readers scan through the business case study without having a clear map in mind. This leads to unstructured learning process resulting in missed details and at worse wrong conclusions. Reading up the HBR fundamentals helps in sketching out business case study analysis and solution roadmap even before you start reading the case study. It also provides starting ideas as fundamentals often provide insight into some of the aspects that may not be covered in the business case study itself.

Step 2 - Reading the Harrah's Entertainment, Inc. HBR Case Study

To write an emphatic case study analysis and provide pragmatic and actionable solutions, you must have a strong grasps of the facts and the central problem of the HBR case study. Begin slowly - underline the details and sketch out the business case study description map. In some cases you will able to find the central problem in the beginning itself while in others it may be in the end in form of questions. Business case study paragraph by paragraph mapping will help you in organizing the information correctly and provide a clear guide to go back to the case study if you need further information. My case study strategy involves -

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• Refine the central problem the protagonist is facing in the case and how it relates to the HBR fundamentals on the topic.
• Evaluate each detail in the case study in light of the HBR case study analysis core ideas.

Step 3 - Harrah's Entertainment, Inc. Case Study Analysis

Once you are comfortable with the details and objective of the business case study proceed forward to put some details into the analysis template. You can do business case study analysis by following Fern Fort University step by step instructions -

• Company history is provided in the first half of the case. You can use this history to draw a growth path and illustrate vision, mission and strategic objectives of the organization. Often history is provided in the case not only to provide a background to the problem but also provide the scope of the solution that you can write for the case study.
• HBR case studies provide anecdotal instances from managers and employees in the organization to give a feel of real situation on the ground. Use these instances and opinions to mark out the organization's culture, its people priorities & inhibitions.
• Make a time line of the events and issues in the case study. Time line can provide the clue for the next step in organization's journey. Time line also provides an insight into the progressive challenges the company is facing in the case study.

Step 4 - SWOT Analysis of Harrah's Entertainment, Inc.

Once you finished the case analysis, time line of the events and other critical details. Focus on the following -

• Zero down on the central problem and two to five related problems in the case study.
• Do the SWOT analysis of the Harrah's Entertainment, Inc. . SWOT analysis is a strategic tool to map out the strengths, weakness, opportunities and threats that a firm is facing.
• SWOT analysis and SWOT Matrix will help you to clearly mark out - Strengths Weakness Opportunities & Threats that the organization or manager is facing in the Harrah's Entertainment, Inc.
• SWOT analysis will also provide a priority list of problem to be solved.
• You can also do a weighted SWOT analysis of Harrah's Entertainment, Inc. HBR case study.

Step 5 - Porter 5 Forces / Strategic Analysis of Industry Analysis Harrah's Entertainment, Inc.

In our live classes we often come across business managers who pinpoint one problem in the case and build a case study analysis and solution around that singular point. Business environments are often complex and require holistic solutions. You should try to understand not only the organization but also the industry which the business operates in. Porter Five Forces is a strategic analysis tool that will help you in understanding the relative powers of the key players in the business case study and what sort of pragmatic and actionable case study solution is viable in the light of given facts.

Step 6 - PESTEL, PEST / STEP Analysis of Harrah's Entertainment, Inc.

Another way of understanding the external environment of the firm in Harrah's Entertainment, Inc. is to do a PESTEL - Political, Economic, Social, Technological, Environmental & Legal analysis of the environment the firm operates in. You should make a list of factors that have significant impact on the organization and factors that drive growth in the industry. You can even identify the source of firm's competitive advantage based on PESTEL analysis and Organization's Core Competencies.

Step 7 - Organizing & Prioritizing the Analysis into Harrah's Entertainment, Inc. Case Study Solution

Once you have developed multipronged approach and work out various suggestions based on the strategic tools. The next step is organizing the solution based on the requirement of the case. You can use the following strategy to organize the findings and suggestions.

• Build a corporate level strategy - organizing your findings and recommendations in a way to answer the larger strategic objective of the firm. It include using the analysis to answer the company's vision, mission and key objectives , and how your suggestions will take the company to next level in achieving those goals.
• Business Unit Level Solution - The case study may put you in a position of a marketing manager of a small brand. So instead of providing recommendations for overall company you need to specify the marketing objectives of that particular brand. You have to recommend business unit level recommendations. The scope of the recommendations will be limited to the particular unit but you have to take care of the fact that your recommendations are don't directly contradict the company's overall strategy. For example you can recommend a low cost strategy but the company core competency is design differentiation.
• Case study solutions can also provide recommendation for the business manager or leader described in the business case study.

Step 8 -Implementation Framework

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Step 9 - Take a Break

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Step 10 - Critically Examine Harrah's Entertainment, Inc. case study solution

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Case Study: Is It Time to Exit Russia?

• Nien-hê Hsieh

A European pharma company weighs the decision to pull out of the country after the invasion of Ukraine.

In this fictional case, the CEO of a global pharmaceutical company based in Belgium with operations in Moscow is contemplating what to do in the wake of Russia’s invasion of Ukraine in February 2022. The company is experiencing pressure from shareholders, Ukrainian and Belgium government officials, and the public to follow in the footsteps of many multinational corporations and cease operations in Russia. However, since the firm provides medically necessary products, the decision isn’t straightforward. How can the CEO navigate the complicated political waters of this decision and make the most humanitarian decision? Should the company exit Russia completely, or should it continue to operate but on a smaller scale? Expert commentators respond.

Belinda Genser, the CEO of Spark Pharma, was sitting in the boardroom with Claude Muteba, the firm’s CFO and her closest confidante, and she didn’t like the look on his face. They’d just finished the leadership team’s weekly meeting and were using the time afterward to catch up.

• NH Nien-hê Hsieh is the Kim B. Clark Professor of Business Administration at Harvard Business School.

Partner Center

Federal judge dismisses antisemitism complaint against MIT, but says Harvard may have violated the law

The ruling comes in the aftermath of the student protests that erupted across college campuses last spring over the israel-hamas war..

By Beth Treffeisen

A U.S. federal judge has dismissed a complaint against MIT over its response to antisemitism on campus, but said Harvard may have violated the law. 

Both cases took root during a burst of anti-Israel protests on the MIT and Harvard campuses following the Oct. 7, 2023, terrorist attack by Hamas on Israel. 

Some students alleged that antisemitic behaviors escalated at both campuses as pro-Palestinian activists held demonstrations, public “die-ins,” classroom walkouts, and rallies. During the spring 2024 semester, students erected encampments at both schools. 

During these events, demonstrators chanted charged slogans such as “ From the river to the sea ,” “Free Palestine,” and “ Globalize the intifada .” 

The Harvard case:

In the Harvard case, the plaintiffs — Alexander Kestenbaum, a recent Jewish graduate of Harvard Divinity School, and Students Against Antisemitism Inc. — argued that Harvard ignored discrimination against Jewish and Israeli students. 

Following the demonstrations in the fall, students say antisemitic episodes on campus intensified in the spring. 

In January, vandals defaced posters memorializing Israeli citizens taken hostage by Hamas with messages such as “ISRAEL DID 9/11.” Soon after, court documents say, a Harvard employee emailed Kestenbaum, inviting him to debate Israel’s role in 9/11. 

In April, students erected an encampment in Harvard Yard despite being cautioned that it was not permitted. They were allowed to stay until May 14, when interim President Alan Garber said he would negotiate with the students about divesting from Harvard’s endowment ties with Israel. 

During one protest rally, court documents say, demonstrators blockaded Jewish students in a study room, and during another, protesters “surrounded and intimidated” Jewish students. Protesting students followed Kestenbaum every time he tried to walk through Harvard Yard, according to the complaint. 

US District Court for the District of Massachusetts Judge Richard Stearns dismissed part of a complaint by the coalition of Jewish students, while allowing some of their claims to proceed.

“The facts as pled show that Harvard failed its Jewish students,” Judge Stearns wrote in his order . 

Jewish students at Harvard said they faced confrontational and physically violent protests, which caused many to “fear for their personal safety,” “hindered their ability to complete their academic studies,” and made some feel compelled to “doff clothing” that might identify them as Jewish. 

The students accused the university of being “deliberately indifferent” to harassment and selectively enforcing free speech policies. 

Harvard argued it couldn’t be deemed “deliberately indifferent” given the steps it took to respond to the incidents. 

However, the judge wrote, “As pled, Harvard’s reaction was, at best, indecisive, vacillating, and at times internally contradictory.” 

To ignore the student’s allegation of deliberate indifference “would reward Harvard for virtuous public declarations that for the most part proved hollow when it came to taking disciplinary measures against offending students and faculty,” the order said. 

Harvard also argued that infringing on protected First Amendment activity wasn’t required. Still, the judge wrote the court “is dubious that Harvard can hide behind the First Amendment to justify avoidance of its Title VI obligations.” 

Title VI of the Civil Rights Act of 1964 prohibits discrimination by entities that receive federal funding. 

Stearns dismissed the claim that Harvard employed a discriminatory double standard in the types of conduct it punished. 

The MIT case:

The StandWithUs Center for Legal Justice and students Katerina Boukin and Marilyn Meyers brought the lawsuit against MIT. 

The students argued that the university exhibited deliberate indifference to a hostile educational environment impacting Jewish and Israeli students in violation of Title VI of the Civil Rights Act of 1964. 

According to court documents, during a rally on Oct. 19, which Meyers attended, a protestor shouted at her and a friend, “Your ancestors … didn’t die to kill more people.”

As time passed, student groups staged demonstrations, including in Lobby 7, a major thoroughfare on the MIT campus. 

After a failed attempt to close the encampment on campus in the spring, protestors defaced an Israeli flag on May 8, which resulted in suspensions. When students blocked Vassar Street, police arrested nine students. On May 10, after further police pressure, the encampment was discontinued. 

Unlike the Harvard case, Judge Stearns could not find that MIT acted with deliberate indifference. 

“Boiled down to its essence, deliberate indifference means affirmatively choosing to do the wrong thing, or doing nothing, despite knowing what the law requires,” he wrote in his order . “Tempered by this understanding, the court cannot find that MIT acted with deliberate indifference.” 

The judge noted that MIT could have reacted differently, noting that some campus administrators elsewhere had more positive results than MIT when it came to responding to the protests. 

However, Stearns wrote that it is not an “applicable standard.” 

MIT’s evolving and progressively punitive response correlates with its awareness of the hostility that demonstrators directed at Jewish students, showing that MIT did not react in an “unreasonable manner,” the judge wrote. 

“Far from sitting on its hands, MIT took steps to contain the escalating on-campus protests that, in some instances, posed a genuine threat to the welfare and safety of Jewish and Israeli students, who were at times personally victimized by the hostile demonstrators,” Stearns found.

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White Square: A Perfect Storm in Moscow

Brian Patterson was the lead developer of a large office project in Moscow when the global financial crisis hit. His project, which had looked like it would be jaw-droppingly profitable just months before, was suddenly thrown into turmoil, and he faced trouble on all fronts. His local development partner wanted to sell in order to shore up its failing balance sheet, his world-class anchor tenant suddenly reneged on its pre-lease agreement, the contractor was running months behind schedule, and the project’s bank was looking for any excuse to pull the construction loan.

Just months earlier, the project pro forma had projected hundreds of millions of dollars in profit. Suddenly there were serious questions around whether the project could even be completed. And if it could, what rent and cap rate values could be assumed to determine if it made sense to continue development? Patterson needed to make some assumptions to determine whether or not to accept a sale offer that had been drudged up by his local partner. And if he decided to turn down the sale offer, he needed to find a way forward through a maze of (i) diverging interests amongst his partners and (ii) project development problems.

As the economic and financial system faced global turmoil and threatened collapse, Patterson had to decide whether to keep developing the project – at significant risk to both the project and his personal career – or to sell for a modest profit and live to fight another day.

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