Preview

Harvard Business School Case Study #9-601-142 Moore Medical Corporation

Good Essays
Open Document
Open Document
848 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Harvard Business School Case Study #9-601-142 Moore Medical Corporation
What problems and challenges are faced by Moore at the time of the case?

Moore Medical Corporation is strategically focusing on practitioner business by offering a relatively broad product range (thereby providing ?one-stop shopping?.

Moore Medical is a medium-sized distributor of medical supplies to practitioners such as podiatrists and emergency medical technicians. Up to the time of the case, it has relied on traditional customer channels such as catalogs, phones, and faxes to communicate product offerings, promotions, and availability, and to take orders. It is now attempting to transition into a "bricks and clicks" distributor with a strong Internet presence. It has already made substantial investments in an eCommerce web site and in "back office" ERP software to improve the fulfillment performance of its four distribution centers. The ERP software has not lived up to expectations in all areas, and the company must decide whether to invest in more modules for this system that might address its shortcomings. It must also decide whether to make a significant additional investment in customer relationship management software. At the time of the case, Moore must decide whether it has "enough" of the "right kind" of IT. The decision is complicated by the fact that the company has recently made substantial IT investments that have impacted financial performance and caused organizational disruption. In addition, it is not clear that all of Moore 's known issues related to customer retention and satisfaction will be addressed by the Customer Relationship Management (CRM) under consideration

Problems and Challenges faced:

From strategy point of view, Moore faces a situation of ?Grow or Go?. It is presently sandwiched between big suppliers and smaller suppliers and thus presently it is still a ?Me Too? supplier.

Since the business is primarily of distribution, so obviously customer alignment becomes a very important key to success. Moore has rightly sensed this,

You May Also Find These Documents Helpful

  • Powerful Essays

    Myer Swot Analysis

    • 3694 Words
    • 15 Pages

    References: 3. Lamb, CW., Hair, J.F., and McDaniel, C.(2005), “Chapter 20: Customer Relationship Management (CRW)”, Marketing (8 th ed), Thomson south-Western, Mason OH, pp.658-687…

    • 3694 Words
    • 15 Pages
    Powerful Essays
  • Good Essays

    Interwest Healthcare is a nonprofit organization that uses a management information system to house their patient’s intake, treatment, and release information at the 10 hospital’s owned by the company. Their chief financial officer (CFO), Vijay Singh, worries that the company will possibly face management planning issues as well as the possibility of losing their federal funding due to hospital staff members entering information into the company’s management information system incorrectly. Singh took his concerns to Cynthia Manzoni; Interwest’s chief executive officer (CEO), who agreed that a problem exists and that it is important for the company’s to maintain an accurate management information system. In an attempt to stress the importance of having an accurate management information system, Manzoni invited the corporate financial aid office, hospital administrators, and staff members to a retreat at a resort. At the conclusion of the retreat Manzoni felt that she had a guarantee that the accuracy of data entry would increase, however, six months later Singh claims the problem has not improved (Brickley, Smith & Zimmerman, 2009, p. 38).…

    • 577 Words
    • 3 Pages
    Good Essays
  • Good Essays

    National Medical Enterprises, Inc. (NME) was established by Richard K Eamer in the 1960’s, due the implementation of Medicare and Medicaid programs. Eamer was not a hands-on manager, but had very high expectations of the hospitals and created goals that he expected to be meet. Throughout the duration of the NME we learned about many of unethical decisions made by Eamer and his executives.…

    • 467 Words
    • 2 Pages
    Good Essays
  • Powerful Essays

    Business description St. Jude Medical Inc. was founded in 1976 and headquartered in Saint Paul, Minnesota. The Company develops, manufactures and distributes medical devices. The company operates in two divisions Implantable Electronic Systems, and Cardiovascular and Ablation Technologies. The company sells its product through direct sales and independent distributors St. Jude has four main business segments: Cardiac Rhythm Management (CRM) (59% of net sale) Cardiovascular (20%), Neuromodulator (14%), and Atrial Fibrillation (7%).…

    • 2002 Words
    • 9 Pages
    Powerful Essays
  • Good Essays

    In todays rapidly changing economy it is often difficult for company’s to get ahead. Most company’s now have stepped back to figure out how they can become more profitable and efficient in their daily jobs. One of these companies that have attempted this is ICU Medical Incorporated. In this paper I will explain how teams are helping ICU Medical grow its business and how important trust is with the functioning of teams.…

    • 611 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Case Study Space Age

    • 1754 Words
    • 8 Pages

    According to Kubina & Lendel (2012), CRM programs are highly effective when they utilize up-to-date technology, and make it through the first 12 months of the CRM development phase. According to a survey conducted by Adamska & Minarova (2014), representing the machinery industry, the services industry, and the trade industry, 40% stated CRM programs established stronger working relationships between with customers, 32% stated customer management showed enhanced improvements through CRM, and 17% stated that CRM established robust confidence between companies and their customers. These results can be seen in Table 4. When examining alternative for Space Age or any manufacturing organization, it is important to understand the type of production processing.…

    • 1754 Words
    • 8 Pages
    Good Essays
  • Good Essays

    Woman's Suffrage

    • 976 Words
    • 4 Pages

    Now days when you turn eighteen in the United States. you can vote in the election but that was not always true for woman. Before 1920 woman were not allowed to vote only men could. It all began in 1848, at the first woman’s rights convention in New York, and didn’t end until 1920 when the 19th amendment, which gave women the right to vote, was finally ratified and became a law on August 26, 1920. Many brave woman and organizations fought for the right to be considered equal to men. Organizations such as NWSA, founded by Susan B. Anthony and Elizabeth Cady Stanton, and AWSA, founded by Lucy Stone and Henry Blackwell. These people, as well as many others, took a stand so that woman could have the rights that they do today, the right to vote. Woman’s suffrage was one of the most influential things in history because it allowed men and woman to be treated as equals, and without it, America would not be where it is today.…

    • 976 Words
    • 4 Pages
    Good Essays
  • Powerful Essays

    Since its establishment, HCA's growth has been contributed by acquiring hospitals, constructing new ones, expansion of services, and the signing of new management contracts.…

    • 1692 Words
    • 6 Pages
    Powerful Essays
  • Satisfactory Essays

    It Paper

    • 694 Words
    • 3 Pages

    • Customer relation’s management (CRM) is utilized to build loyalty between hospital and patients through the World Wide Web.…

    • 694 Words
    • 3 Pages
    Satisfactory Essays
  • Better Essays

    Recently, Riordan made several strategic changes in the way it manufactures and markets its products. Declining sales and uneven profits over the past two years not only forced the company to change its sales approach but also prompted them to adopt a customer-relationship management (CRM) system. Sales teams rather than single salespeople now service customers with each team focusing on a particular customer segment. Teams typically include a sales person, product engineering specialist and customer service rep. The plan is that the team approach will improve sales (Scenario, 2006).…

    • 7113 Words
    • 29 Pages
    Better Essays
  • Powerful Essays

    Following on his experience of medicines used in the Civil War, Colonel Eli Lilly, a Union Officer and a pharmacist, started a small pharmaceutical company in Indianapolis, Indiana, USA with the aim of producing high quality prescription drugs. After Colonel Lilly's death, his son Josiah K. Lilly Sr., and eventually his two grandsons, Eli Lilly and Josiah K. Lilly Jr., each served as president of the company. It was his grandson who led the company into the industrialized era by stressing upon the need of biomedical research and installing modern equipments to make the research successful. His interest in research paid off and since its inception the company has grown to be one of the largest and most influential pharmaceutical companies in the world, offering key pharmaceutical products in almost every key therapeutic area. It is a leading global manufacturer and distributor of pharmaceutical therapies in cancer, cardiovascular disease, central nervous system and endocrine system disorders, and infectious disease. Among the companies many breakthroughs are cephalosporin, erythromycin, insulin and Prozac which proved to be world's most widely prescribed antidepressant and was a major source of company's revenue for more than ten years. In addition to Prozac some of Lilly's famous product trademark includes Darvocet, Evista, Gemzar, Humalog, Humatrope and Zyprexa. Eli Lilly was the first distributor of methadone which is used frequently in the treatment of some of the narcotic drug addictions. In 2003 Eli Lilly introduced Cialis in partnership with biotechnology company ICOS to compete with Pfizer's blockbuster Viagra for erectile dysfunction. Lilly in collaboration with other organizations is providing low-cost antibiotics, training for international medical personnel and technology to enable the manufacture of products for treatment in China, India, and South Africa. In 2004 company registered…

    • 1724 Words
    • 7 Pages
    Powerful Essays
  • Powerful Essays

    A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu…

    • 5659 Words
    • 28 Pages
    Powerful Essays
  • Satisfactory Essays

    Abstract— The accessibility of the Internet and lower costs of doing transactions have given rise in customers bargaining power and intense global competition. Although the Internet has great potential for consumer value reports indicate that consumers vary in their levels of Internet adoption. Among the factors causing consumers lack of adoption is perceived risk associated with online transactions. This study explores the roles of perceived risk and user’s experience level in determining consumers’ adoption level. In addition, the effect of consumers’ level of experience on perceived risk is examined.…

    • 257 Words
    • 2 Pages
    Satisfactory Essays
  • Best Essays

    Airlines problem

    • 4069 Words
    • 17 Pages

    “Every company knows that it costs far less to hold on to a customer than to acquire a new one” (Gokey, 2002). As the commercial airline industry is changing at a rapid pace, Classic Airlines (CA) is faced with the challenge of delivering increased value within leaner consumer budgets. According to Plunkett Research Online, travel industry expenditures are decreasing and e-commerce is gradually replacing many jobs. With this report in mind, CA is set to use this pivot point as an opportunity to leverage proven techniques while improving the existing CRM system, and introducing a transparent planning process to increase customer loyalty.…

    • 4069 Words
    • 17 Pages
    Best Essays
  • Powerful Essays

    Customer Relationship Management (CRM) refers to a system of business practices implemented across an enterprise to organize the acquisition, aggregation, and analysis of customer. In other words it is referred to as a system for managing an enterprise’s interactions with current and future customers. A company’s CRM activities involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. The main components of CRM includes customers Relationship and Management; which means that an enterprise must build,…

    • 9905 Words
    • 36 Pages
    Powerful Essays