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October 2015 (Revised August 2019)
Background Note

Higher Education in China: Internationalization in Turbulent Times

By: William C. Kirby, Joycelyn W. Eby and Yuanzhuo Wang

The rapid growth in quantity and quality of universities in China since 1978 is the most recent evolution in a long history of higher education. From as early as the Tang Dynasty, academies existed to prepare scholars for the civil service examination, but by the... View Details

Keywords: Non-profit Management; University Administration; University Faculty; University Curriculum; Education Reform; Nonprofit Organizations; Management; Higher Education; History; Governance; Education Industry; China

October 2015
Article

The Value of Bosses

By: Edward P. Lazear, Kathryn L. Shaw and Christopher Stanton

How and by how much do supervisors enhance worker productivity? Using a company-based data set on the productivity of technology-based services workers, supervisor effects are estimated and found to be large. Replacing a boss who is in the lower 10% of boss quality... View Details

Keywords: Supervisors; Management Skills; Employees; Performance Productivity

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2016
Working Paper

Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals

By: Hummy Song, Robert S. Huckman and Jason R. Barro

We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details

Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States

September 2015 (Revised March 2016)
Case

Intuit: Turbo Tax PersonalPro - A Tale of Two Entrepreneurs

By: Shikhar Ghosh, Joseph Fuller and Michael Roberts

The case provides a vehicle for teaching about both corporate intrapreneurship and the use of lean startup methods. It tells the story of a product manager within Intuit who develops an idea for a new product that spans two of the company's existing business... View Details

Keywords: Business Units; Business or Company Management; Applications and Software; Accounting; Product Development; Financial Services Industry

September 2015 (Revised February 2023)
Case

Emdeon's Acquisition of Change Healthcare: Innovating Transparency Solutions for Health Care Consumers

By: Regina E. Herzlinger, Jeet Guram and Aanchal Raj

Case describes acquisition of Change Healthcare, which provides health care cost and quality information, by Emdeon, a health information exchange, and discusses health care transparency. Emdeon is a billion-dollar company that has grown through acquisitions; at its... View Details

Keywords: Healthcare; Healthcare Industry; Healthcare Innovation; Health Care and Treatment; Acquisition; Integration; Analytics and Data Science; Mergers and Acquisitions; Competitive Strategy; Health Industry; United States

August 2015 (Revised August 2015)
Case

Hoag Orthopedic Institute

By: Robert S. Kaplan and Jonathan Warsh

Two groups of orthopedic surgeons form a joint venture with a community hospital to establish Hoag Orthopedic Institute, a for-profit hospital and two ambulatory service centers. By controlling and integrating all aspects of the patients' medical treatment, the... View Details

Keywords: Outcomes Measurement; Bundled Payment; Health Care; Activity-based Costing And Management; Measurement and Metrics; Activity Based Costing and Management; Competitive Strategy; Medical Specialties; Health Care and Treatment; Outcome or Result; Health Industry

August 2015
Article

Hospital Board and Management Practices Are Strongly Related to Hospital Performance on Clinical Quality Metrics

By: Thomas C Tsai, Ashish K. Jha, Atul A. Gawande, Robert S. Huckman, Nicholas Bloom and Raffaella Sadun

National policies to improve health care quality have largely focused on clinical provider outcomes and, more recently, payment reform. Yet the association between hospital leadership and quality, although crucial to driving quality improvement, has not been explored... View Details

Keywords: Hospitals; Quality; Governing and Advisory Boards; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry

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July 2015 (Revised September 2017)
Case

Ron Johnson: A Career in Retail

By: Das Narayandas, Joshua D. Margolis and Ryan Raffaelli

In April 2013, Ron Johnson (HBS '84) stepped down after just 18 months as CEO of J.C. Penney. In his brief tenure, Johnson, an acclaimed retailer respected for his innovation and success in shaping the retail image at Target and Apple, introduced dramatic departures... View Details

Keywords: Leadership; Leadership Development; Legal Industry; Procurement; Professional Service Firms; Pricing; Organizational Behavior Modification; Change Management; Innovation Leadership; Situation or Environment; Failure; Management Teams; Brands and Branding; Competition; Retail Industry; United States

June 2015 (Revised November 2015)
Case

Akbank: Options in Digital Banking

By: Rajiv Lal and Esel Çekin

This case discusses the digitalization strategies of a leading bank in Turkey, Akbank, and how to position its digital banking products going forward. The Turkish banking industry was undergoing a transformation prompted by the demands of the country's digitally savvy,... View Details

Keywords: Marketing; Banking; Emerging Market; Regulations; Channels; Digitization; Information Technology; Competition; Brands and Branding; Organizational Change and Adaptation; Emerging Markets; Distribution Channels; Banks and Banking; Digital Transformation; Financial Services Industry; Financial Services Industry; Turkey

May 2015 (Revised January 2017)
Case

Bharti Infratel: Unlocking Value in Mobile Infrastructure

By: Ramon Casadesus-Masanell, Prashant Salwan, Tanya Bijlani and Rachna Tahilyani

Bharti Infratel, a telecom tower company, provides shared telecom infrastructure to mobile operators in India. It is a spin off from Bharti Airtel, India's largest leading mobile services operator. Bharti Infratel partnered with its rivals, Vodafone and Idea Cellular,... View Details

Keywords: Collaboration; Strategic Alliances (Business); Mobile Phone Industry; Mergers and Acquisitions; Competitive Strategy; Corporate Strategy; Mobile and Wireless Technology; Telecommunications Industry; Asia; India

April 2015 (Revised June 2020)
Case

Comcast Corporation (A)

By: Sunil Gupta, Henry McGee, Felix Oberholzer-Gee and Margaret L. Rodriguez

In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details

Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry

March 2015 (Revised December 2016)
Case

American Well: The DTC Decision

By: Elie Ofek and Natalie Kindred

In late 2013, telehealth company American Well, which developed a digital platform that allowed patients to conduct online medical consultations with physicians, is considering pursuing a direct-to-consumer (DTC) strategy. Founded in 2006, American Well had, to date,... View Details

March 2015
Supplement

Interview: Iz-Lynn Chan at Far East Organization

By: Linda A. Hill and Anthony Mayo

Contains excerpts from an interview with Iz-Lynn Chan, former assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore. Chan discusses... View Details

Keywords: Customer Focus and Relationships; Retail Industry; Real Estate Industry; Singapore

February 2015 (Revised June 2017)
Case

Intrapreneurship at DaVita HealthCare Partners

By: Joseph B. Fuller, David J. Collis and Matthew G. Preble

Josh Golomb, president and general manager of DaVita Rx (Rx), was about to meet with Kent Thiry, CEO of Rx's corporate parent, DaVita Healthcare Partners Inc. (DaVita), in August 2013. The two would discuss whether Golomb should lead a new DaVita venture, Paladina... View Details

Keywords: Intrapreneurship; Entrepreneurial Organizations; Startup Management; Startup; Strategic Positioning; Corporate Entrepreneurship; Corporate Strategy; Business Startups; Strategic Planning; Competitive Strategy; Health Industry; United States

January 2015 (Revised September 2017)
Case

Omar Selim: Building a Values-Based Asset Management Firm (A)

By: George Serafeim, Rebecca Henderson and Shannon Gombos

The sustainable investing market was a recent phenomenon in the first decade of the 21st century. However, an increasing number of investors began to integrated Environmental, Social and Governance (ESG) issues in investment decisions. At Barclays Capital, Omar Selim... View Details

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

January 2015 (Revised October 2015)
Case

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell

In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details

Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan

January 2015
Article

Competing with Privacy

By: Ramon Casadesus-Masanell and Andres Hervas-Drane

We analyze the implications of consumer privacy for competition in the marketplace. We consider a market where firms set prices and disclosure levels for consumer information, and consumers observe both before deciding which firm to patronize and how much information... View Details

Keywords: Information Acquisition; Information Disclosure; Online Privacy; Privacy Regulation; Information; Rights; Internet and the Web; Competition; Internet and the Web; Corporate Disclosure; Ethics; Knowledge Acquisition

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2015
Working Paper

How Should We Pay for Health Care?

By: Michael E. Porter and Robert S. Kaplan

Improving the way we pay for health care must be a central component in health care reform. Payment reform must link provider reimbursement and accountability to improving patient value: better health outcomes delivered at lower cost. Today’s deeply flawed... View Details

Keywords: Competition; Value; Health Industry

December 2014 (Revised October 2015)
Case

Iz-Lynn Chan at Far East Organization (Abridged)

By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert

This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization. View Details

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