Publications

May 2007
Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock

Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details

Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry

Educators

1990
Book

Managing in Developing Countries: Strategic Analysis and Operating Techniques

By: J. E. Austin

Keywords: Management

January 2005 (Revised October 2005)
Background Note

Standard & Poor's Sovereign Credit Ratings: Scales and Process

By: Rawi E. Abdelal and Christopher Bruner

Describes Standard & Poor's sovereign credit ratings scales and the credit rating process. In particular, describes the role and function of the rating committee and the analytical categories considered in arriving at a final sovereign credit rating. View Details

Keywords: Financial Markets; Credit; Bonds; Policy; Risk and Uncertainty; Measurement and Metrics; Forecasting and Prediction; Financial Services Industry

Educators

29 Nov 2013
Working Paper Summaries

Surfacing the Submerged State with Operational Transparency in Government Services

Keywords: by Ryan W. Buell, Ethan Porter, and Michael I. Norton

September 2018
Case

OYO: Creating Effective Spaces

By: Das Narayandas, Sunil Gupta, Rachna Tahilyani and Mahima Rao-Kachroo

Twenty-four-year old Ritesh Agarwal, founder and CEO of India-based online hotel branding network OYO Rooms, has tackled the issue of unreliability in India's highly fragmented budget hotel industry. In 2018, OYO branded 8,500 properties across 200 cities and managed... View Details

Keywords: Technology; Accomodation; App Development; Operations And Processes; Innovation; Strategy; Change Management; Entrepreneurship; Information Technology; Research; Marketing; Operations; Innovation Strategy; Sales; Accommodations Industry; India; South Asia

Educators

spring 1994
Article

Unilateral Commitments and the Importance of Process in Alliances

By: R. Gulati, T. Khanna and N. Nohria

Keywords: Alliances

1999
Working Paper

Value Creation and Process Management: Evidence from Retail Banking

By: Frances X. Frei and Patrick T. Harker

September 1993 (Revised August 2011)
Exercise

ExtendSim® Simulation Exercises in Process Analysis (B)

By: Roy D. Shapiro

Second set of exercises meant to be used with ExtendSim, a simulation package created by Imagine That, Inc. of San Jose, California, that allows students to investigate the impact of adding buffers to simple in-line processes with uncertain processing times. View Details

Keywords: Measurement and Metrics; Operations; Production; Mathematical Methods

2013
Other Teaching and Training Material

Operations Management Reading: Forecasting

By: Steven C. Wheelwright and Ann B. Winslow

January 2014
Article

Fashioning an Industry: Socio-cognitive Processes in the Construction of Worth of a New Industry

By: Mukti Khaire

This study of the high-end fashion industry in India examines the process of construction of the worth of a new industry. Analyses of data from multiple sources revealed that framing by early entrepreneurs and the socio-cognitive processes that resulted from the... View Details

Keywords: Fashion And Creative Industries; Fashion Industry

May 2024
Article

The Effect of Configural Processing on Mentalization

By: Katrina Fincher, Ting Zhang, Asteya Percaya, Adam Galinsky and Michael W. Morris

Eight studies (N = 2,561) reveal that how we perceptually process a person’s face affects our capacity to understand their mind. Studies 1A and B indicate this relationship functions via two separate pathways: (a) indirectly by increasing our sensitivity to the... View Details

Keywords: Perception; Cognition and Thinking

November 2007
Article

The Accidental Entrepreneur: The Emergent and Collective Process of User Entrepreneurship

By: Sonali K. Shah and Mary Tripsas

We develop a process model of how users, an understudied source of entrepreneurship, create, evaluate, share, and commercialize their ideas. We compare and contrast our model to the classic model of the entrepreneurial process, highlighting the emergent and... View Details

Keywords: Entrepreneurship; Valuation; Business Model; Commercialization; Adoption; Adaptation; Product; Civil Society or Community

2008
Working Paper

Etiquette and Process Puzzles of Negotiating Business in China: A Questionnaire

By: James K. Sebenius and Cheng (Jason) Qian

Cultural differences can affect negotiations in many ways, from influencing the basic motivations and perceptions of the players to guiding the surface aspects, such as etiquette, protocol, and process, of business interactions. Navigating the challenges of these... View Details

Keywords: Decision Making; Cross-Cultural and Cross-Border Issues; Governance; Questionnaires; Negotiation Process; Behavior; China

22 Oct 2019
News

2019 Deming Cup for Operational Excellence

March 1992 (Revised June 1992)
Teaching Note

Chaparral Steel: Rapid Product and Process Development, Teaching Note

By: Dorothy A. Leonard

Teaching Note for (9-692-018). View Details

February 1987 (Revised April 1989)
Background Note

Note on Process Control in Pulp and Paper Making

2018
Chapter

Behavioral Empirics and Field Experiments

By: Maria Ibanez and Bradley R. Staats

As the study of behavioral operations has continued to grow, an increasing number of researchers are turning to the field (e.g., conducting observational studies or natural or field experiments) to push deeper in order to find the answers to relevant behavioral... View Details

Keywords: Behavioral Operations; Empirical Operations; Empirical Operations Management; Field Experiments; Behavior; Operations; Management; Research