Process Improvement - Publications - Faculty & Research - Harvard Business School

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February 2003 (Revised March 2003)
Case

Large Scale Change at The WSSC

By: Amy C. Edmondson and Corey B. Hajim

Describes the organizational transformation occurring at the Washington Suburban Sanitary Commission (WSSC), a public utility. Faced with the possibility of privatization after decades of providing service in the absence of competition or performance pressures, the... View Details

Keywords: Organizational Change and Adaptation; Mission and Purpose; Change Management; Restructuring; Privatization; Resignation and Termination; Utilities Industry

01 Sep 2021
What Do You Think?

Can We Train for Trust?

improvement in the average produced a 2.5 percent improvement in unit revenue, or $250,000 in added revenue per hotel. In spite of the economics, organizations apparently are doing a poor job of building... View Details

Keywords: by James Heskett

February 1985 (Revised July 1986)
Case

Applichem (A)

Applichem has six plants in different countries making the same chemical product. The purpose of this case is to allow students to think about what costs are relevant to management in this process industry environment, about how to define a comparison of costs and... View Details

Keywords: Business or Company Management; Multinational Firms and Management; Performance Productivity; Operations; Performance Improvement; Chemical Industry

February 2008 (Revised April 2008)
Case

Avaya (A)

Avaya's top management wants to improve demand generation. This requires an improvement in the relationship between Sales and Marketing. This case series (Avaya (A)-(D)) walks the student through each phase of this process. The (A) case begins with background on the... View Details

Keywords: Marketing; Demand and Consumers; Performance Improvement; Relationships; Sales; Cooperation

October 2013
Case

FasterCures: Removing Barriers to Treatments

By: Richard G. Hamermesh and James Weber

In mid-2013, as FasterCures celebrated its 10th anniversary as a center of the Milken Institute, Executive Director Margaret Anderson thought about what the organization should do to ensure it had even more impact in its next 10 years. FasterCures was a non-profit... View Details

06 Jan 2020
Research & Ideas

Motivate Your High Performers to Share Their Knowledge

succeed. The first intervention aimed to overcome reticence among lower-performing employees by giving them a structured process to speak with their colleagues. The second sought to overcome resistance from higher-performing employees by... View Details

Keywords: by Michael Blanding

Article

Describing Wait Time Bottlenecks for ED Patients Undergoing Head CT

By: Jonathan G. Rogg, Robert S. Huckman, Michael Lev, Ali Raja, Yuchiao Chang and Benjamin White

Study objectives: Facing increased utilization and subsequent capacity and budget constraints, EDs must better understand bottlenecks and their effect on process flow to improve process efficiency. The primary objective of this study was to identify bottlenecks in... View Details

Keywords: Health Care; Bottleneck; Health Care and Treatment; Operations; Health Industry; United States

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January 2008
Article

Mastering the Management System

By: Robert S. Kaplan and David P. Norton

Companies have always found it hard to balance pressing operational concerns with long-term strategic priorities. The tension is critical: World-class processes won't lead to success without the right strategic direction, and the best strategy in the world will get... View Details

Keywords: Framework; Management Analysis, Tools, and Techniques; Management Systems; Operations; Performance Improvement; Strategy

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2016
Other Teaching and Training Material

Organizational Behavior Reading: Decision Making

By: Francesca Gino, Max Bazerman and Katherine Shonk

This Reading argues that decision making is systematically flawed and introduces methods to improve decision-making effectiveness. The Essential Reading section covers the rational decision-making model and three important ideas that challenge it: Herbert Simon's... View Details

Keywords: Game Theory; Decision Making

16 Jan 2018
Blog Post

How Can I Prepare to Apply for Financial Aid at HBS?

While the financial aid process begins after you’ve been accepted at HBS, there is a lot you can do in the months (and even years) beforehand to put yourself in the best position to access funding. HBS will help you meet your full... View Details

15 Mar 2022
Research & Ideas

This Workplace Certification Made Already Safe Companies Even Safer

existed, says Harvard Business School Professor Michael Toffel. “Management system standards require adopters to embrace best-practice processes, and the theory is that these processes will improve... View Details

Keywords: by Rachel Layne

July 1994 (Revised August 1994)
Case

Pacific Bell: Centrex Reengineering

Describes the redesign and rollout of the new order-fulfillment process for a flagship product at Pacific Bell. Pacific Bell is one of the Regional Bell Operating Companies comprised of seven regional business units. Rather than implement the new process, roles, and... View Details

Keywords: Organizational Change and Adaptation; Change Management; Information Technology; Order Taking and Fulfillment; Telecommunications Industry

04 Oct 2022
Cold Call Podcast

Cold Call: Corporate Governance and Growth Strategy at Capital SAFI

Keywords: Re: V.G. Narayanan; Financial Services

April 2021
Case

Coca-Cola: Preparing for the Next 100 Years

By: Cynthia A. Montgomery and James Weber

In early 2020, James Quincey, the 14th chair of the 133-year old The Coca-Cola Company, was in the midst of a years-long transformation of Coca-Cola from being the leading carbonated soft drink (CSD) beverage company into a total beverage company. The company’s... View Details

Keywords: Strategy; Diversification; Change Management; Organizational Culture; Environmental Sustainability; Food and Beverage Industry; United States

June 1994 (Revised September 1994)
Background Note

Commercializing Technology: Imaginative Understanding of User Needs

By: Dorothy A. Leonard

The transformation of technology into commercially successful products is a process fraught with risk and uncertainty, and increasing pressure on time to market is exacerbating the difficulties. This note first describes a study conducted by Hewlett-Packard to improve... View Details

Keywords: Transformation; Communication Strategy; Customers; Design; Marketing; Consumer Behavior; Product Development; Research; Risk and Uncertainty; Commercialization; Technology Adoption

2010
Working Paper

Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank

By: Bradley R. Staats and Francesca Gino

Sustaining operational productivity in the completion of repetitive tasks is critical to many organizations' success. Yet research points to two different work-design related strategies for accomplishing this goal: specialization to capture the benefits of repetition... View Details

Keywords: Employees; Working Conditions; Service Delivery; Performance Productivity; Financial Services Industry; Japan

Article

Agree to Disagree: Frank Discussion, Attention to Cultural Fit Can Help Avoid Recruiting Errors

Almost everyone in health care has heard this story: With great fanfare a hospital recruits an outside star to lead a clinical program, academic department, or division. Within months it is clear to almost everyone that the marriage is a failure. To better understand... View Details

Keywords: Business or Company Management; Health Care and Treatment; Health Industry

November 1995
Case

Transformation of Pratt & Whitney North Haven (C)

By: H. Kent Bowen, Linda A. Hill, Andrew P. Burtis, Sylvie Ryckebusch and John Schiavone

As part of the Pratt & Whitney North Haven restructuring effort, Ed Northern and his business unit managers are encouraging workers to make decisions and take an active role in improving the manufacturing process at North Haven. Business Unit Manager Tom Hutton has... View Details

Keywords: Restructuring; Decisions; Capital; Human Resources; Agreements and Arrangements; Production; Problems and Challenges

June 1994 (Revised March 1995)
Background Note

New Product Commercialization: Common Mistakes

By: V. Kasturi Rangan

Addresses the common mistakes made in new product development and launch. Many times customers' and suppliers' perceptions of the degree of product/market innovation do not match. One of them may view the innovations as a "breakthrough," but the other may view it only... View Details

Keywords: Product Development; Product Launch; Problems and Challenges

December 2009
Article

Restructuring Within an Academic Health Center to Support Quality and Safety: The Development of the Center for Quality and Safety at the Massachusetts General Hospital

By: Richard Bohmer, Jonathan David Bloom, Elizabeth Mort MD, Akinluwa Demehin and Gregg Meyer MD

Recent focus on the need to improve the quality and safety of health care has created new challenges for academic health centers (AHCs). Whereas previously quality was largely assumed, today it is increasingly quantifiable and requires organized systems for... View Details

Keywords: Health Care and Treatment; Organizational Change and Adaptation; Organizational Culture; Organizational Design; Performance Improvement; Quality; Safety; Massachusetts

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