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- Faculty Publications (130)
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- 07 Jul 2008
- Research & Ideas
Innovation Corrupted: How Managers Can Avoid Another Enron
for natural gas, and to create derivative supply contracts that could help customers manage the risks of demand volatility and price swings more effectively than before. In this way, Skilling and his colleagues solved a major contracting... View Details
- 21 Mar 2019
- HBS Case
The Ferrari Way
drivers in pure, unadulterated pleasure. “The overarching goal is to create an experience—a sensual experience,” says Harvard Business School Professor Stefan Thomke, who wrote a case study about the company in 2018. While many companies talk about creating a View Details
- 09 Jul 2020
- Research & Ideas
It’s Time to Reset Decision-Making in Your Organization
price decreases segmented by customer and channel. Another hallmark of stressful situations is that they can lead to paralysis and inaction, what Nathan Furr calls “unproductive uncertainty.” He recommends three strategies for... View Details
Keywords: by Boris Groysberg and Sarah Abbott
- 21 Jun 2022
- HBS Case
Free Isn’t Always Better: How Slack Holds Its Own Against Microsoft Teams
co-authors include 2021 graduates Kriti Gupta, Mehek Punatar, Poonam Sacheti, and Poorvi Vijay. Microsoft’s scale vs. Slack’s customer engagement On paper, Microsoft appears to have the upper hand. During the two-year period the case... View Details
- 20 Dec 2022
- Op-Ed
Employee Feedback: The Key to Retention During the Great Resignation
isolating at home, the remaining workers asked for KN95 masks, better testing protocols, and the right to turn away illegally unmasked customers. These requests were flatly refused—a surprising response from a company whose founder,... View Details
Keywords: by Michael Beer
- 09 Nov 2021
- Research & Ideas
The Simple Secret of Effective Mentoring Programs
company that operates a call center in which workers handle customer inquiries about purchasing new digital products and services, including phone, TV, and internet service. Though the company already had a robust training program in... View Details
Keywords: by Jay Fitzgerald
- 09 Mar 2003
- Research & Ideas
Six Keys to Building New Markets by Unleashing Disruptive Innovation
refinements or radical breakthroughs, improve the performance of established products and services along the dimensions that mainstream customers in major markets historically have valued. Examples: a microprocessor that enables personal... View Details
- 18 Jun 2024
- Research & Ideas
Central Banks Missed Inflation Red Flags. This Pricing Model Could Help.
increase. Additionally, this approach can better detect when prices start to decline, as firms are often cautious and slower to reduce prices once a crisis begins to subside, says Cavallo. What happens when food costs jump 20 percent? To View Details
- 19 Apr 2004
- Research & Ideas
Birth of the American Salesman
nation developed organized sales forces to the same degree as the United States by the early twentieth century. For the average salesman, used to traveling more or less on his own (and at that time, almost all were male), this meant a number of changes. Now his routes... View Details
Keywords: by Laura Linard
- 28 Nov 2018
- HBS Case
On Target: Rethinking the Retail Website
past. Measure success in narrow terms A successful customer interaction on Target.com was narrowly defined: Only when a customer searched for a product, received recommendations, and actually purchased the... View Details
- July 2021 (Revised July 2022)
- Case
Brigham & Women's Hospital: Using Patient Reported Outcomes to Improve Breast Cancer Care
By: Robert S. Kaplan, Navraj S. Nagra and Syed S. Shehab
Dr. Andrea Pusic, breast cancer reconstruction surgeon, wants to extend outcomes measurement beyond traditional surgical metrics of infections, complications, and survival rates. The case describes her development of a new mobile phone app, which collects patients’... View Details
Keywords: Health Care and Treatment; Outcome or Result; Cost Management; Activity Based Costing and Management; Mobile and Wireless Technology; Health Testing and Trials; Surveys; Health Industry; Boston
Kaplan, Robert S., Navraj S. Nagra, and Syed S. Shehab. "Brigham & Women's Hospital: Using Patient Reported Outcomes to Improve Breast Cancer Care." Harvard Business School Case 122-010, July 2021. (Revised July 2022.)
- 01 Apr 2013
- Research & Ideas
First Minutes are Critical in New-Employee Orientation
The first few minutes of new employee orientation, if done right, can lead to happier and more productive workers and, ultimately, increased customer satisfaction. Unfortunately, a lot of companies do it wrong. In many firms, employee... View Details
- 26 Apr 2022
- Book
What Does Your Business Stand For? Why Building Trust Starts with Purpose
were waiting for a business meeting and were wrongly accused of loitering at a Starbucks store. “We work to create a warm, welcoming environment in our stores for every customer that visits Starbucks, and on that day in Philadelphia, we... View Details
Keywords: by Ranjay Gulati
- 10 Oct 2017
- First Look
First Look at New Research and Ideas, October 10, 2017
in the diabetic space, became MannKind’s marketing partner and helped launch Afrezza in February, 2015. Although the drug had a black box warning and required doctors to perform a lung test on patients, expectations were high, with some... View Details
Keywords: Sean Silverthorne
- 01 Oct 2001
- Research & Ideas
How To Make Restructuring Work for Your Company
hospital business and a health insurance business, management decided to split the businesses apart through a corporate spin-off because it realized the businesses were strategically incompatible—the customers of one business were... View Details
Keywords: by Stuart C. Gilson
- 31 May 2011
- Research & Ideas
Japan Disaster Shakes Up Supply-Chain Strategies
The full cultural and sociological aftershocks of the earthquake in Japan—the worst disaster to hit the country since World War II—are washing like a tsunami across many industries as manufacturers and their customers scramble to replace... View Details
- 04 Dec 2019
- Book
Creating the Experimentation Organization
When customers log onto Booking.com—the world’s largest online accommodations platform—they might naturally assume they are seeing the same website as every other customer logged on at the same time. In... View Details
Keywords: by Michael Blanding
- 10 Jun 2014
- First Look
First Look: June 10
to 67.5% of standard. Customers who observed employees engaged in labor perceived greater effort, appreciated that effort, and valued the service more. Employees who observed customers felt more appreciated... View Details
Keywords: Sean Silverthorne
- 13 Jul 2020
- Research & Ideas
Merck CEO Ken Frazier Discusses a COVID Cure, Racism, and Why Leaders Need to Walk the Talk
idea of reliable and safe and tested on humans, on people. Frazier: Yes. On large numbers of people. Neeley: On large numbers of people. Frazier: Yes. There are a lot of examples of vaccines in the past that have stimulated the immune... View Details
- Research Summary
Overview
The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details