A few minutes before 10 a.m. Nearly 100 second-year students file into the amphitheater at the Harvard Business School. The desk tops are soon covered with notebooks, calculators, coffee cups, half-pint cartons of orange juice. This morning's object of study is Waffle House, Inc., a chain of 425 fast-food restaurants, roughly half of them franchised, that began in Georgia and spread across much of the Southeast. Like most examples in Harvard's celebrated case-study method, Waffle House does not simply present some problem to be solved. Instead, the goal here is to assess the...
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