HARVARD BUSINESS SCHOOL CASE ANALYSIS GUIDELINES for the Five Assigned Cases Statement of the problem or focus of the case. 4-6 key points. What are the facts or opinions the author is specifically providing? List them. Analytical Phase. Examine each of the key points with additional supporting material. What else did the author state to support opinions on key points? Do you agree or disagree? Why? The case will contain one or more problems that must be considered. Analysis of the overall case and the possible action recommendations. Consider all the possible options and evaluate them. Be sure to look at anticipated outcomes and consequences, strengths and weaknesses. What is the best recommendation, in your opinion, and why? In addition, please be sure you have answered the specific questions listed at the end of each case.

3. Proponents of the customer satisfaction-stock market relationship make a simple, intuitive argument that is highly relevant to both customers and investors: Companies that do better by their customers also do better in the stock market. Describe a company you have bought from the last couple of years, and discuss how satisfied, or not, you were with the experience, and how that affected the companys stock price in the same time period.