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  • 2024
  • Working Paper

Second- versus Third-party Audit Quality: Evidence from Global Supply Chain Monitoring

By: Maria R. Ibanez, Ashley Palmarozzo, Jodi L. Short and Michael W. Toffel
Capitalizing on the superior credibility and flexibility and potential lower cost of external assessments, many global buyers are relying less on their own employee (“second-party”) auditors and more on third-party auditors to monitor and prevent environmental and... View Details
Keywords: Auditing; Audit Quality; Working Conditions; Sustainability; Empirical Operations; Empirical Service Operations; Sustainability Management; Corporate Accountability; Corporate Social Responsibility and Impact; Supply Chain Management
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  • 08 Jul 2016
  • Video

Human-Centered Service Design Professor Ryan Buell

  • 28 Jun 2007
  • Working Paper Summaries

Alignment in Cross-Functional and Cross-Firm Supply Chain Planning

Keywords: by Santiago Kraiselburd & Noel Watson
  • Research Summary

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
  • April 1998
  • Teaching Note

Managing Customers for Profits (TN)

By: Das Narayandas
Teaching Note for (8249) and (8257). View Details
Keywords: Customer Value and Value Chain; Profit; Customer Relationship Management
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  • Article

Making Small Farms More Sustainable—and Profitable

By: Lino Dias, Robert S. Kaplan and Harmanpreet Singh
Smallholder farms provide a large proportion of food supply in developing economies, but 40% of these farmers live on less than U.S.$2/day and their deforestation produces environmental degradation. With a rapidly growing global population, it is imperative to improve... View Details
Keywords: Small Farms; Sustainable Agriculture; Agribusiness; Developing Countries and Economies; Environmental Sustainability
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  • May 2021
  • Teaching Note

BlackRock: Linking Purpose to Profit

By: Rohit Deshpandé, Aiyesha Dey and George Serafeim
Teaching Note for HBS Case No. 120-042 View Details
Keywords: BlackRock; Investment Management; Stewardship Codes; Stewardship Role Of Institutions; ESG; Purpose; Corporate Purpose; Investment; Asset Management; Corporate Governance; Mission and Purpose; Financial Services Industry; United States
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  • Web

Supply Chain Management - Course Catalog

software providers, transportation providers) that analyze, invest in, and/or offer products and services to those firms. Educational Objectives Supply Chain Management (SCM) builds on aspects of the... View Details
  • 2003
  • Case

Capston-White's Document Management and Production Services

By: Vijay Govindarajan, Chris Trimble and Julie Lang
The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain... View Details
Keywords: Technological Innovation; Innovation Strategy; Service Delivery; Service Industry
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  • Web

Supply Chain Analytics - Course Catalog

HBS Course Catalog Supply Chain Analytics Course Number 2245 Associate Professor Kris Ferreira Fall; Q1; 1.5 credits 14 Sessions Paper/Project Due to significant overlap in course content, students cannot take both this course and the... View Details
  • 09 Mar 2018
  • News

The Supply Chain Economy and the Future of Good Jobs in America

  • Program

Leading Professional Service Firms

Summary As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This... View Details
Keywords: Professional Services; Professional Services
  • September 2011
  • Case

Driving Profitable Growth at US Auto Parts

USAP faces extraordinary opportunities to change the way that automobiles are serviced in the US by selling parts at fair prices though online channels. View Details
Keywords: Business Growth and Maturation; Corporate Entrepreneurship; Disruptive Innovation; Business Model; Internet and the Web; Business Strategy; Internet and the Web; Machinery and Machining; Cost Management; Auto Industry; Retail Industry; United States
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  • March 2002 (Revised May 2007)
  • Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Financial Services Industry; Canada
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  • February 2002 (Revised March 2002)
  • Case

Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Financial Services Industry; Canada
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  • 29 Sep 2003
  • Research & Ideas

Pride Goeth Before a Profit

commitment to communicating about pride is to tap into a very powerful motivating force. Pride is an intrinsic, deeply seated human emotion, says Katzenbach, one that drives performance in the workplace in a number of ways, from creating and delivering a great product... View Details
Keywords: by Theodore Kinni
  • 08 Feb 2011
  • News

'Doing Good' with the Profits

Keywords: Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services
  • 13 Apr 2015
  • Research & Ideas

3 Ways Firms Can Profit From Environmental Investments

In the course of her work, Rebecca Henderson meets business executives who don't address the threat of climate change because they don't believe that it exists. Her recommendation: They should consider investments in environmental sustainability anyway, assuming that... View Details
Keywords: by Carmen Nobel; Energy; Utilities
  • 2010
  • Book

The New Science of Retailing: How Analytics Are Transforming the Supply Chain and Improving Performance

By: Marshall Fisher and Ananth Raman
Retailers today are drowning in data but lacking in insight: They have huge volumes of information at their disposal. But they're unsure of how to sort through it and use it to make smart decisions. The result? They're struggling with profit-sapping supply chain... View Details
Keywords: Profit; Knowledge Use and Leverage; Logistics; Supply Chain Management; Mathematical Methods; Retail Industry
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  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

version 1.0 of that concept. Remind us what that was, and how version 2.0, which you introduce in this book, updates this idea. Schlesinger: The basic relationships between employees, customers, and financial results, in that order, that we set forth in the original... View Details
Keywords: by Jim Aisner; Retail