Publications

Teaching Note for [608126]. View Details

Keywords: Customer Relationship Management; Operations

April 2008
Module Note

Improvement with Customer-Operators

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details

Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design

April 2008
Teaching Note

New Service Design Exercise (TN)

Teaching Note for [605053]. View Details

Keywords: Service Operations; Design; Strategy; Product Positioning

April 2008
Module Note

Service Design in the Context of Customer-Operators

Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details

Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost

April 2008
Class Lecture

Can Complex Organizations Learn? (FSS)

By: Amy C. Edmondson

Keywords: Organizational Change and Adaptation

April 2008
Article

Getting Clear About Communities in Open Innovation

By: Joel West and Karim R. Lakhani

Keywords: Civil Society or Community; Innovation and Invention

April 2008
Journal Article

Inventory Record Inaccuracy: An Empirical Analysis

By: Nicole DeHoratius and Ananth Raman

This study explores the systematic variation in inventory record inaccuracy (IRI) observed both within and across stores. Traditional inventory models, with a few exceptions, do not account for the existence of IRI and those that do treat record inaccuracy as random.... View Details

Keywords: Information Management; Measurement and Metrics; Logistics; Retail Industry

April 2008
Article

The Four Things a Service Business Must Get Right

Keywords: Business Ventures

March 2008
Exercise

Exercise: Challenging Operational Assumptions

This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details

Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement

March 2008
Case

Cambrian House

By: Peter A. Coles, Karim R. Lakhani and Andrew P. McAfee

Cambrian House builds internet-based products and services by relying entirely on its user community for all aspects of its innovation and new product development process. Users suggest ideas for new products and services and also participate in a monthly voting... View Details

Keywords: Decision Choices and Conditions; Voting; Technological Innovation; Knowledge Management; Marketing Strategy; Open Source Distribution; Product Development; Strategic Planning; Business and Community Relations; Internet

Educators

Mar 2008
Conference Presentation

Shamed and Able: How Firms Respond to Information Disclosure

By: Michael W. Toffel

Keywords: Corporate Disclosure; Information

March 2008 (Revised April 2008)
Teaching Note

Cleveland Clinic (TN)

By: Frances X. Frei, Amy C. Edmondson and Christine Harris-Van Keuren

Teaching Note for [607143]. View Details

Keywords: Health Industry

2008
Conference Presentation

Analyzing and Using Data From Global Positioning Systems and Digital Imagery in Mathematics Courses

By: F. Wattenberg, K. Erickson, J. Helms, K. DeGregory and Hise O. Gibson

March 2008
Supplement

BigEast Bank (A): Credit Card Approval (CW)

Keywords: Credit; Banks and Banking; Banking Industry

2008
Working Paper

Exploring the Duality between Product and Organizational Architectures: A Test of the Mirroring Hypothesis

By: Alan D. MacCormack, John Rusnak and Carliss Y. Baldwin

A variety of academic studies argue that a relationship exists between the structure of an organization and the design of the products that this organization produces. Specifically, products tend to "mirror" the architectures of the organizations in which they are... View Details

Keywords: Open Source Distribution; Product Design; Organizational Design; Organizational Structure; Performance Effectiveness; Information Technology Industry

Read Now

March 2008
Supplement

GuestFirst Hotel (A) and (B) (CW)

Keywords: Accommodations Industry

March 2008
Article

Is Yours a Learning Organization?

By: David A. Garvin, Amy C. Edmondson and Francesca Gino

This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. An organization with a strong learning culture faces the unpredictable deftly.... View Details

Keywords: Interpersonal Communication; Learning; Surveys; Leading Change; Management Analysis, Tools, and Techniques; Organizational Culture

March 2008
Article

Linguistic Network Configurations: Management of Innovation in Design-intensive Firms

By: Claudio Dell'Era, Alessio Marchesi and Roberto Verganti

In today's business and academic arenas, design is more and more viewed as an important strategic resource. In fact, over the last couple of years, we have seen a real explosion in business and research literature that see scholars and companies alike trying to... View Details

Keywords: Networks; Design; Innovation and Management; Product Development