Quality And Quantity - Publications - Faculty & Research - Harvard Business School

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December 2017
Case

Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table

By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal

Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details

Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Food and Beverage Industry; Argentina

January 2015 (Revised March 2015)
Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India

2016
Chapter

User-Generated Content and Social Media

By: Michael Luca

This paper documents what economists have learned about user-generated content (UGC) and social media. A growing body of evidence suggests that UGC on platforms ranging from Yelp to Facebook has a large causal impact on economic and social outcomes ranging from... View Details

Keywords: User-generated Content; Crowdsourcing; Design Economics; Internet and the Web; Marketing; Economics; Media; Social Media

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October 1993 (Revised March 2001)
Case

Connecticut Spring and Stamping Corp. (A)

By: H. Kent Bowen

Connecticut Spring and Stamping Corp. (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical... View Details

Keywords: Customer Satisfaction; Engineering; Private Ownership; Quality; Manufacturing Industry

17 Feb 2021
Research & Ideas

Pandemic Self-Care for CEOs: Rituals, Running, and Cognitive Restructuring

element of structure and control during an uncertain time. The fact that many of the types of exercises mentioned were repetitive and contemplative in nature suggests that this may have been a View Details

Keywords: by Gamze D. Yucaoglu, Robin Abrahams, and Boris Groysberg

March 2022 (Revised September 2022)
Case

Can Papaya Global Keep Scaling Fast?

By: Daniel Isenberg and William R. Kerr

Companies that employ people all around the world also need to pay those people. That can be an exceedingly complex task, though - defining terms of employment, complying with global regulations, and working with huge quantities of data, among other obstacles,... View Details

Keywords: Entrepreneurship; Scaling And Growth; Job Design and Levels; Compensation and Benefits; Governing Rules, Regulations, and Reforms; Global Range

October 2017 (Revised August 2018)
Case

HTC and Virtual Reality

By: David B. Yoffie, Andy Wu and Allison M. Ciechanover

In fall 2017, HTC CEO and Chairperson Cher Wang was driving the company to focus on virtual reality (VR). HTC's first VR product, VIVE, released in spring 2016, was applauded for its superior immersive room-scale capabilities. However, early adoption of VR beyond... View Details

Keywords: Virtual Reality; Strategy; Competition; Information Technology; Innovation and Management; Consumer Behavior; Customer Relationship Management; Technology Industry

March 2005 (Revised March 2006)
Background Note

Activity-Based Costing and Capacity

By: Robert S. Kaplan

Discusses the use of budgeted rather than historical data in an activity-based costing (ABC) model and argues for calculating rates using practical capacity, not actual utilization. An ABC model need not be limited to analysis of historical data. When cost driver rates... View Details

Keywords: Activity Based Costing and Management; Accounting Industry

22 Jun 2021
Research & Ideas

The COVID-19 Mutiny: When Teams Leave and Take Their Clients

all parties on all levels—financial, reputational, legal, strategic. We can gauge the quantity of lift outs so far, but not their quality. What will determine their success? The ability of NewCo and... View Details

Keywords: by Robin Abrahams, Boris Groysberg, and Steven L. Manchel

20 Jul 2020
Op-Ed

It's Time for a Bipartisan Health Plan for Employers and Employees

The recent twin economic and pandemic calamities should cause us to rethink the status quo for health insurance compensation. Must General Motors be a benefits company that happens to make cars? Is it in the best interest of employees if... View Details

Keywords: by Regina E. Herzlinger and Richard J. Boxer; Health; Insurance

December 2012
Case

Trouble Brewing for Green Mountain Coffee Roasters

By: Suraj Srinivasan and Michael Norris

In October 2011, noted hedge fund manager David Einhorn of Greenlight Capital delivered a presentation at an investors' conference analyzing the business and accounting quality weaknesses of Green Mountain Coffee Roasters. Until then Green Mountain had exhibited rapid... View Details

19 Sep 2013
Working Paper Summaries

U.S. High-Skilled Immigration, Innovation, and Entrepreneurship: Empirical Approaches and Evidence

Keywords: by William R. Kerr

September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

August 1988 (Revised September 1988)
Case

Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service

Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service. View Details

Keywords: Management Practices and Processes; Performance Productivity; Performance Improvement; Performance Evaluation; Service Industry; United States

2007
Working Paper

Exclusivity and Control

By: Andrei Hagiu and Robin S. Lee

We analyze platform competition for content in the presence of strategic interactions between content distributors and content providers. We provide a model of bargaining and price competition within these industries, and show that whether or not a piece of content... View Details

Keywords: Price; Revenue; Governance Controls; Digital Platforms; Competition

26 Nov 2018
Working Paper Summaries

Demand Estimation in Models of Imperfect Competition

Keywords: by Alexander MacKay and Nathan H. Miller

1991
Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky

Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details

Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction

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May 2005 (Revised September 2015)
Case

Hans Wilsdorf and Rolex

By: Geoffrey Jones and Alexander Atzberger

Explores the creation of the Rolex watch by Hans Wilsdorf. Provides a case study of how one of the world's leading luxury brands was created and, more generally, provides a vehicle for exploring the competitive advantage of Switzerland in watchmaking (and other... View Details

Keywords: Entrepreneurship; Geographic Location; Brands and Branding; Luxury; Competitive Advantage; Consumer Products Industry; Switzerland

March 1991 (Revised December 1994)
Case

Marks and Spencer Ltd. (B)

By: Cynthia A. Montgomery

Describes the firm's 1988 expansion into the United States through the acquisition of Brooks Brothers, a specialty up-market men's clothing chain and Kings Super Markets, a high quality New Jersey grocer. View Details

Keywords: Growth and Development Strategy; Expansion; Business Strategy; Mergers and Acquisitions; Globalization; Retail Industry; United States

February 2001 (Revised September 2005)
Case

Howard Schultz and Starbucks Coffee Company

By: Nancy F. Koehn

Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments... View Details

Keywords: Entrepreneurship; Groups and Teams; Brands and Branding; Growth Management; Employee Relationship Management; Consumer Behavior; Organizational Design; Leadership Style; Customer Relationship Management; Competitive Advantage; Vertical Integration; Food and Beverage Industry

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