Publications
Publications
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- All HBS Web
(118,888)
- Faculty Publications (254)
- June 1991 (Revised February 1999)
- Case
Willow Creek Community Church (A)
Describes the historic evolution and current positioning of a Christian church which focuses on the attraction of "unchurched" individuals. Describes the church's strategic service vision and its current growth and leadership problems. View Details
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details
- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
- Article
Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources
By: Leonard A. Schlesinger and Christopher L. Hart
The still evolving discipline of total quality management (TQM) has left many human resource professionals confused about their role. The authors believe that the HR function personnel should spearhead company quality efforts, as well as assess the performance of their... View Details
- October 1990
- Case
Caldwell Partners International, Inc.
- October 1990 (Revised June 1993)
- Case
Prudential-Bache and Thomson McKinnon (A)
Keywords: Financial Services Industry
- October 1990 (Revised February 1992)
- Supplement
Prudential-Bache and Thomson McKinnon (B)
- September 1990 (Revised February 1994)
- Teaching Note
Oakland A's: Baseball's Great Transformation, Teaching Note
Teaching Note for (9-690-088). View Details
- June 1990 (Revised February 1992)
- Case
Stockholder Systems, Inc. (A)
- June 1990 (Revised February 1992)
- Case
Stockholder Systems, Inc. (B)
- May 1990
- Teaching Note
Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note
- May – June 1990
- Article
Case of the Complaining Customer (HBR Case Study and Commentary)
By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller
- April 1990 (Revised March 1992)
- Case
Oakland A's: Baseball's Great Transformation
The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant improvements came in the area of customer service. The A's management believed that if they took care of their fans,... View Details
- March 1990 (Revised March 1992)
- Teaching Note
Fidelity Transportation Management: Boston Coach Corp., Teaching Note
- February 1990 (Revised March 1992)
- Teaching Note
Ford Motor Co.: Dealer Sales and Service, Teaching Note
Teaching Note for (9-690-030). View Details
- February 1990 (Revised February 2006)
- Teaching Note
Transformation at Ford, Teaching Note
Teaching Note for (9-390-083). View Details
- February 1990 (Revised March 1992)
- Supplement
Automobile Dealer Sales and Service: Critical Incidents
To be used in conjunction with Ford Motor Co.: Dealer Sales and Service. View Details
- February 1990 (Revised March 1992)
- Teaching Note
Automobile Dealer Sales and Service: Critical Incidents, Teaching Note
Teaching Note for (9-690-061). View Details
- February 1990 (Revised March 1992)
- Teaching Note
Uniroyal-Goodrich Tire Co., Teaching Note
- January 1990 (Revised March 1992)
- Teaching Note