Publications
Publications
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- All HBS Web
(1,140)
- Faculty Publications (285)
- July 2003 (Revised December 2003)
- Case
Mitchells/Richards
By: Amy C. Edmondson and Corey B. Hajim
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 know internally as "hugging." The term is... View Details
- 2003
- Chapter
Understanding Outcomes of Organizational Learning Interventions
By: Amy C. Edmondson and Anita Williams Woolley
- March 2003 (Revised March 2003)
- Teaching Note
Intermountain Health Care (TN)
By: Richard M.J. Bohmer and Amy C. Edmondson
Teaching Note for (9-603-066). View Details
- February 2003 (Revised March 2007)
- Case
Safe to Say at Prudential Financial
By: Amy C. Edmondson and Corey B. Hajim
The CEO initiated a cultural change process at Prudential Financial to support a major business reorientation. Prudential, historically a privately held ("mutual") insurance company, went public in 2001. The cultural change was intended to prepare the organization to... View Details
- 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
- October 2002 (Revised December 2003)
- Supplement
Group Process in the Challenger Launch Decision (D)
By: Amy C. Edmondson and Laura Feldman
Supplements the (A) case. View Details
- October 2002 (Revised December 2003)
- Supplement
Group Process in the Challenger Launch Decision (C)
By: Amy C. Edmondson and Laura Feldman
Supplements the (A) case. View Details
- October 2002 (Revised May 2021)
- Supplement
Group Process in the Challenger Launch Decision (B)
By: Amy C. Edmondson and Laura Feldman
Supplements the (A) case. View Details
- October 2002 (Revised May 2021)
- Case
Group Process in the Challenger Launch Decision (A)
By: Amy C. Edmondson and Laura Feldman
The night before the launch of the Challenger shuttle, officials from Morton Thiokol (Solid Rocket Booster manufacturer) and NASA participated in a teleconference to discuss whether to postpone the shuttle launch due to predicted low temperatures at Kennedy Space... View Details
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
- 2002
- Working Paper
Control Systems for Customer Behavior
By: Frances X. Frei, Amy C. Edmondson and Corey Hajim
- October 2002 (Revised March 2013)
- Case
Intermountain Health Care
By: Richard M.J. Bohmer, Amy C. Edmondson and Laura Feldman
Intermountain Health Care (IHC), an integrated delivery system based in Utah, has adopted a new strategy for managing health care delivery. The approach focuses management attention not only on the facilities where care takes place but also on physician decision making... View Details
- September 2002 (Revised November 2002)
- Case
Transformation at the IRS
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details
- September 2002
- Article
Situated Knowledge and Learning in Dispersed Teams
By: Deborah Sole and Amy Edmondson
- 2002
- Working Paper
How Values Backfire: Leadership, Attribution, and Disenchantment in a Values-Driven Organization
By: Sandra E. Cha and Amy C. Edmondson
- 2002
- Working Paper
Managing the Risk of Learning: Psychological Safety in Work Teams
By: Amy C. Edmondson
- March – April 2002
- Article
The Local and Variegated Nature of Learning in Organizations: A Group-Level Perspective
By: Amy C. Edmondson
- 2002
- Article
Managing Routine Exceptions: A Model of Nurse Problem Solving Behavior
By: A. L. Tucker and Amy C. Edmondson