Publications

February 2005 (Revised March 2013)
Case

Phase Zero: Introducing New Services at IDEO (A)

By: Amy C. Edmondson and Laura Feldman

Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details

Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States

1994
Chapter

Groups and Teams

By: Bruce M Fried, Sharon Topping and A. Edmondson

Keywords: Groups and Teams

2005
Working Paper

No Exit, No Voice: The Bind of Risky Voice Opportunities in Organizations

By: James R. Detert and Amy C. Edmondson

2005
Class Lecture

Organizational Learning in the Face of Ambiguous Threats

By: Amy C. Edmondson, Michael A. Roberto and Richard M.J. Bohmer

Keywords: Learning; Risk and Uncertainty; Crisis Management; Organizational Culture; Organizational Structure; Groups and Teams

2005
Working Paper

Team Learning Trade-Offs: When Improving One Critical Dimension of Performance Inhibits Another

By: Richard M.J. Bohmer, Ann B. Winslow, Amy C. Edmondson and Gary P. Pisano

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December 2004
Article

Learning from Failure in Health Care: Frequent Opportunities, Pervasive Barriers.

By: A. C. Edmondson

Keywords: Learning; Failure; Health; Opportunities

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November 2004 (Revised September 2007)
Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry

Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details

Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry

2004
Chapter

The Role of Speaking Up in Work Life Balancing

By: A. Edmondson and J. R. Detert

Keywords: Work-Life Balance

2004
Working Paper

The Recovery Window: Organizational Learning Following Ambiguous Threats in High-Risk Organizations

By: Amy C. Edmondson, Michael A. Roberto, Richard M.J. Bohmer, Erika M. Ferlins and Laura R. Feldman

2004
Chapter

Psychological Safety, Trust and Learning: A Group-level Lens

By: A. Edmondson

Keywords: Trust; Learning; Groups and Teams; Safety; Social Psychology

2004
Working Paper

Methodological Fit in Organizational Field Research

By: Amy C. Edmondson and Stacy E. McManus

Article

The Mixed Effects of Inconsistency on Experimentation in Organizations

By: Fiona Lee, Amy C. Edmondson, Stefan Thomke and Monica Worline

Keywords: Organizations

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April 2004 (Revised May 2010)
Case

Columbia's Final Mission

By: Richard M.J. Bohmer, Amy C. Edmondson, Michael Roberto, Laura Feldman and Erika Ferlins

Describes the 16-day final mission of the space shuttle Columbia in January 2003 in which seven astronauts died. Includes background on NASA and the creation of the human space flight program, including the 1970 Apollo 13 crisis and 1986 Challenger disaster. Examines... View Details

Keywords: Leadership; Crisis Management; Management Skills; Organizational Culture; Groups and Teams; Behavior; Aerospace Industry