Publications

Find at Harvard

January–February 2020
Article

Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

By: Rob Markey

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

Loyalty-leading companies operate differently. They create systems for... View Details

Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy

Web

Strategic Positioning - Institute For Strategy And Competitiveness

of two things: a premium price or lower costs for the company. Achieving Superior Performance Within an Industry It’s possible to compete on low cost and be differentiated at the same time—but companies that... View Details

February 2001 (Revised June 2002)
Case

Customer Value Measurement at Nortel Networks--Optical Networks Division

By: Das Narayandas

Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become... View Details

Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry

July – August 2009
Article

Organizational Ambidexterity: Balancing Exploitation and Exploration for Sustained Performance

By: Sebastian Raisch, Julian Birkinshaw, Gilbert Probst and Michael Tushman

Organizational ambidexterity has emerged as a new research paradigm in organization theory, yet several issues that are fundamental to this debate remain controversial. We explore four central tensions here: Should organizations achieve ambidexterity through... View Details

Keywords: Change; Innovation and Invention; Business Processes; Organizational Change and Adaptation; Organizational Design; Organizational Structure; Research; Integration

Find at Harvard

Web

Team - Institute For Strategy And Competitiveness

by Professor Michael E. Porter and is based in the Institute for Strategy and Competitiveness at Harvard Business School. Faculty and staff... View Details

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Presentations - Institute For Strategy And Competitiveness

current concepts of cost measurement in health care. January 2020 Outcome Measurement by Thomas W. Feeley, MD Dr. Tom Feeley presents the basic principles and process of health... View Details

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Providers - Institute For Strategy And Competitiveness

are part of, and function as teams rather than free agents. Focus on the full cycle of care. Integrate care with both upstream and downstream entities to ensure good patient results. Demonstrate good... View Details

October 2019 (Revised February 2023)
Case

Gupta Media: Performance Marketing in the Digital Age

By: V. Kasturi Rangan and Courtney Han

Gupta Media is a Digital Marketing firm started in 2005 that places advertisements and marketing promotions for its clients in digital media, mainly social media such as Facebook and Google. Over the years it had built its expertise in promoting music labels, artists... View Details

Keywords: Marketing; Digital Marketing; Performance; Measurement and Metrics; Social Media; Advertising Industry

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CSV Explained - Institute For Strategy And Competitiveness

affordable housing and financial security, and other key measures of societal wellbeing. Only business can create economic prosperity by meeting needs View Details

October 1993 (Revised July 1997)
Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry

09 Apr 2018
Sharpening Your Skills

The Dark Side of Performance Bonuses

where they stand relative to their coworkers. Does telling an employee that her job performance falls in the bottom of her group better her performance? CEO Bonus Plans: And How to Fix Them While... View Details

Keywords: by Sean Silverthorne

April 2006 (Revised April 2012)
Case

Ghana: National Economic Strategy

By: Michael E. Porter and Kjell Ke-Li Carlsson

Set in the year 2001, as President John Kufuor contemplates a national economic strategy following his election in the first democratic transfer of power in Ghana's history. Focuses on Ghana's long history of poor economic performance and intractable poverty,... View Details

Keywords: History; Economic Growth; Government Administration; Developing Countries and Economies; Growth and Development Strategy; Ghana

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ICHOM - Institute For Strategy And Competitiveness

Consortium for Health Outcomes Measurement (ICHOM) works with patients, leading providers, and registries to create a global standard for measuring results by medical... View Details

March 2002
Background Note

Incentive Strategy Within Organizations

By: Brian J. Hall

This case serves as a supplement to any course on incentive design and implementation. The analysis first locates incentive strategy within the larger structure of organizations and markets and then helps to define the central components and difficulties of incentive... View Details

Keywords: Motivation and Incentives; Compensation and Benefits; Performance Evaluation; Strategy; Situation or Environment; Problems and Challenges