Call Center - Publications - Faculty & Research

21 Feb 2005
Op-Ed

Is Business Management a Profession?

individuals. In response to the recent scandals, politicians and government officials have stepped in to pass new laws and create new regulations, while prominent persons on Wall Street and elsewhere in the business community have issued their own View Details

Keywords: by Rakesh Khurana, Nitin Nohria & Daniel Penrice

31 Jan 2018
Research & Ideas

American Idle: Workers Spend Too Much Time Waiting for Something to Do

example, at a call center in which the number of calls fluctuates. In other cases, however, managers may allocate work poorly, leaving employees with nothing to do, or... View Details

Keywords: by Michael Blanding

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Strategy Awards & Honors - Faculty & Research

2015 Apgar Award for Innovation in Teaching. Ashish Nanda : Recipient of the Distinguished Alumni Award from the Indian Institute of Technology, Delhi, 2015. Andy Wu : Received a 2015 INSEAD-Wharton Center for Global Research and... View Details

01 Jan 2005
News

Joseph J. O'Donnell, MBA 1971

including facilities in more than twenty arenas and stadiums, serving all kinds of snacks and comfort food in the stands and fine cuisine in the luxury boxes. It is also a major player in numerous convention and performing arts centers... View Details

11 Jul 2016
HBS Case

Neurodiversity: The Benefits of Recruiting Employees with Cognitive Disabilities

time when many bemoan the lack of skilled workers. ASD is an umbrella term for several cognitive impairments, including Asperger syndrome. The United States Centers for Disease Control estimates one in 68 children have been diagnosed with... View Details

Keywords: by Roberta Holland; Technology

30 Mar 2020
Research & Ideas

The New Rules for Remote Work: Pandemic Edition

“Managers should make the call on high-level priorities, so employees can focus on their best work.” Here are 10 ways that leaders can support employees who are working remotely during an unprecedented and uncertain time: 1. Communicate... View Details

Keywords: by Dina Gerdeman

15 Jun 2009
Research & Ideas

GM: What Went Wrong and What’s Next

centers into more nimble operations that can sustain its renewed brands far into the 21st Century. Nancy F. Koehn, James E. Robison Professor Of Business Administration: General Motors was formed in 1908, the same year Henry Ford brought... View Details

Keywords: by Staff; Auto

16 Mar 2020
Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

honest conversation, to undermine their ability to develop a trust-based culture for years to come. Michael Beer is the Cahners-Rabb Professor of Business Administration, Emeritus, co-founder and director of TruePoint Partners, and the View Details

Keywords: by Dina Gerdeman

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Industry Information - Alumni

operates a separate paid version of their free public database called Crunchbase Pro. Fast Company Launched in November 1995 by Alan Webber and Bill Taylor, two former Harvard Business Review editors, Fast Company magazine tends focus on... View Details

25 Jul 2016
Research & Ideas

Who is to Blame for 'The Great Training Robbery'?

function more at the center of things and avoids a risky conversation with the CEO about why training might not solve the problem. “It is threatening, which is why most people don’t want to go through what we View Details

Keywords: by Roberta Holland; Education

06 Sep 2004
Research & Ideas

The Innovator’s Battle Plan

big, it typically requires a different business model. Even worse, incumbents are now at the mercy of asymmetric skills. Remember, disruptive innovations typically introduce new benefits to a market, usually centered on convenience,... View Details

Keywords: by Clayton M. Christensen, Scott D. Anthony & Erik A. Roth

25 Aug 2003
Research & Ideas

Why IT Does Matter

dropped. Similar situations have transpired with the advent of digitized photography, use of radio frequencies for various handheld IT appliances, and the development of such products as elevators that call in to the service View Details

Keywords: by F. Warren McFarlan & Richard L. Nolan

01 Oct 2014
What Do You Think?

Is Too Much Focus a Problem?

called 'Tunnel Vision' . The solution is not difficult. Management has to take a break, like once in a quarter, to take a look at the big picture. Outsiders should be invited to shake up comfortably held views." Donald Shaw's... View Details

Keywords: by James Heskett

30 Aug 2004
Research & Ideas

Real Estate: The Most Imperfect Asset

Finance II, students learn about the Rule of One Price, or why two people do not always pay the same. Students learn what professor Peter Tufano calls the "Matrix of Imperfections" in the capital markets, such as transaction... View Details

Keywords: by Sarah Jane Johnston; Construction; Real Estate

13 Mar 2023
Blog Post

Career Journey: Karan Khimji, Co-Founder of 44.01

approached me with an article in the New York Times about a rock found in Oman that could absorb CO2. And that was the beginning of 44.01. Tell us about 44.01 and what inspired you to co-found it. The special rocks in Oman are called... View Details

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Valerie Porciello | About

called the Division of Research and Faculty Development (DRFD), the 300-person organization includes faculty administration, research administration, and a wide array of faculty research, teaching, and administrative support services. The... View Details

01 Aug 1998
News

High Honors

a high-quality urban institution, to serving on the Virginia Council of Higher Education, to funding the Batten Center for Entrepreneurship at UVA's Darden School of Business. Batten's biggest challenge these days, he says, is to... View Details

06 Jan 2020
Research & Ideas

Motivate Your High Performers to Share Their Knowledge

salesperson handles those issues slightly differently. It’s hard to train for that because everyone has a different style and way of talking to customers.” Tackling reticence and resistance at a call center... View Details