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- All HBS Web (543)
- Faculty Publications (171)
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- All HBS Web (543)
- Faculty Publications (171)
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- October 2003 (Revised February 2010)
- Case
The Duke Heart Failure Program
By: Richard M.J. Bohmer and Laura Feldman
Duke University Health System has for the past five years operated a specialized clinic for the management of congestive heart failure, a very common and costly condition in the surrounding community. Nurse practitioners, whose work is guided by highly specified...
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Keywords:
Health Care and Treatment;
Health Disorders;
Medical Specialties;
Time Management;
Service Delivery;
Service Operations;
Outcome or Result;
Health Industry
Bohmer, Richard M.J., and Laura Feldman. "The Duke Heart Failure Program." Harvard Business School Case 604-033, October 2003. (Revised February 2010.)
- September 1993 (Revised January 1996)
- Case
Kumon Educational Institute USA
The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educative center, specializes in...
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Loveman, Gary W. "Kumon Educational Institute USA." Harvard Business School Case 694-032, September 1993. (Revised January 1996.)
- 27 May 2009
- First Look
First Look: May 27, 2009
Working PapersThe Long-Run Risks Model and Aggregate Asset Prices: An Empirical Assessment Authors:Jason Beeler and John Y. Campbell Abstract The long-run risks model of asset prices explains stock price...
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Keywords:
Martha Lagace
- June 2020
- Supplement
RBC: Transforming Transformation (B)
By: Ethan Bernstein, Francesca Gino and Aldo Sesia
In 2017, the Royal Bank of Canada (RBC), a Canadian financial icon, mandated a swat team of “enablers of collaboration” (their job description) to support the personal and commercial bank in the enterprise-wide RBC Cultural Transformation initiative. Historically,...
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Keywords:
Service Delivery;
Information Technology;
Transformation;
Change Management;
Collaborative Innovation and Invention;
Innovation and Management;
Decision Making;
Human Resources;
Management Systems;
Organizational Design;
Organizational Structure;
Groups and Teams;
Management Teams;
Banking Industry;
Financial Services Industry;
Canada
Bernstein, Ethan, Francesca Gino, and Aldo Sesia. "RBC: Transforming Transformation (B)." Harvard Business School Supplement 920-045, June 2020.
- November 2015 (Revised February 2020)
- Teaching Note
IDEO: Human-Centered Service Design
By: Ryan W. Buell
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,...
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- 15 Jul 2013
- Research & Ideas
Five Imperatives for Improving Health Care
decentralized—with care delivery spreading beyond traditional facilities and into new models such as the MinuteClinic, a for-profit provider that operates some 640 clinics inside CVS pharmacies. "So...
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- 07 Mar 2011
- Research & Ideas
Why Companies Fail—and How Their Founders Can Bounce Back
there was not enough customer demand for its grocery delivery service. Next, there's the matter of timing, a huge issue that can determine whether a company gets funding and whether it achieves the start-up's elusive measure of success:...
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Keywords:
by Carmen Nobel
- 28 Mar 2017
- First Look
First Look at New Research, March 28
Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption of Shippo’s e-commerce dashboard application, which allows small and medium retailers to compare delivery rates between shipping...
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Keywords:
Sean Silverthorne
- December 2015
- Case
IDEO: Human-Centered Service Design
By: Ryan W. Buell and Andrew Otazo
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,...
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Keywords:
Design Thinking;
Innovation;
Service Management;
Service;
Design;
Service Delivery;
Innovation and Management;
Entertainment and Recreation Industry;
Peru
Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Multimedia/Video Case 615-703, December 2015.
- 26 May 2015
- First Look
First Look: May 26
iPad vs. Amazon's Kindle By: Adner, Ron, Jianqing Chen, and Feng Zhu Abstract— We study the compatibility decisions of two competing platforms that generate profits through both hardware sales and royalties from content sales. We consider a game-theoretic View Details
Keywords:
Sean Silverthorne
- Article
Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006
By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci
Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.
In September 2000, the positions of Ohio State University (OSU) senior vice... View Details
Keywords:
Employee Relationship Management;
Customer Value and Value Chain;
Organizational Structure;
Performance Improvement;
Customer Satisfaction;
Organizational Change and Adaptation;
Leading Change;
Service Delivery;
Satisfaction;
Health Care and Treatment;
Health Industry;
Ohio
Schlesinger, Leonard A., Fred Sanfilippo, Neeli Bendapudi, and Anthony Rucci. "Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006." Academic Medicine 83, no. 9 (September 2008).
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
into account, among other things, entry and exit points, delivery and takeout, traffic patterns, physical barriers, and air flow. MASS has made its case studies and guidelines available as open source documents. The foundational View Details
- 07 Dec 2021
- Op-Ed
Want to Build Better Leaders? Focus on Mindset, Skills, Knowledge
the expense of the previous ones, but a shift in perspective can produce significant results, particularly for middle managers. Whereas the T-shaped model emphasizes technical competencies in the vertical and horizontal axes, the MSK...
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Keywords:
by Hise Gibson and Shawnette Rochelle
- Research Summary
Overview
By: Antonio Moreno
One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be...
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Keywords:
Omnichannel;
Omni-channel;
Omnichannel Retail;
Omnichannel Retailing;
Retail;
Customer Value and Value Chain;
Information Management;
Technological Innovation;
Distribution;
Distribution Channels;
Logistics;
Product;
Product Design;
Service Delivery;
Supply Chain;
Supply Chain Management;
Information Technology;
Internet;
Online Technology;
Technology Adoption;
Technology Platform;
Retail Industry;
Technology Industry;
Service Industry;
Europe;
Spain;
Latin America
- February 1996 (Revised November 2003)
- Case
Indianapolis: Activity-Based Costing of City Services (A)
By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing...
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Keywords:
Cost Management;
Public Sector;
Activity Based Costing and Management;
Service Delivery;
Privatization;
City;
Indianapolis
Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)
- October 1988 (Revised March 1989)
- Case
Florida Power Light Quality Improvement (QI) Story Exercise (A)
Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to "improve service." Specifically, the process requires students to...
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Keywords:
Quality;
Service Delivery;
Performance Improvement;
Business Processes;
Utilities Industry;
Florida
Hart, Christopher. "Florida Power Light Quality Improvement (QI) Story Exercise (A)." Harvard Business School Case 689-041, October 1988. (Revised March 1989.)
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
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Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Delegation;
Behavioral Operations;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)
- 23 Jun 2009
- First Look
First Look: June 23
neutral. 'Fair Marriages': An Impossibility Author:Bettina-Elisabeth Klaus Publication:Economics Letters (forthcoming) Abstract For the classical marriage model (introduced in Gale and Shapley, 1962) efficiency and envy-freeness are not...
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Keywords:
Martha Lagace
- September 2018
- Article
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
View Details
Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Management Science 64, no. 9 (September 2018): 4389–4407. (Working paper available here. Winner of the 2017 Best Paper Competition of the POMS College of Healthcare Operations Management. Featured in Forbes, Quartz, and Inc.)
- 15 Jul 2008
- First Look
First Look: July 15, 2008
simple model of collective action which is intended to capture the various mechanisms that are discussed in the theoretical literature on collective action. We argue that several of these intuitive theoretical arguments rely on special...
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Keywords:
Martha Lagace