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Show Results For
- All HBS Web
(5,112)
- People (8)
- News (1,257)
- Research (3,059)
- Events (24)
- Multimedia (26)
- Faculty Publications (1,652)
LeRoy A. Petersen
In his 22 years with Otis, Petersen helped the elevator manufacturer transition from war to peacetime production and become increasingly profitable in the process. Though the firm’s defense division still remained an integral part of operations throughout his tenure,... View Details
Keywords: Fabricated Goods
- 11 Dec 2017
- News
Growing from Within
customer service. My earlier experience at Coca-Cola has been very helpful as it instilled a strong focus on the consumer. Listening to our customers and delivering on their expectations is key to our growth... View Details
- 11 Jul 2005
- Research & Ideas
The New International Style of Management
characterizes the U.S. model of management as focused on immediate outcomes and results and generally accustomed to having its way. But it has an added feature that enables it to remain powerful even as it is transformed. "When it's... View Details
Keywords: by Garry Emmons
- 11 Dec 2018
- Blog Post
Recap of the 4th Annual Women in Investing Summit
entrepreneurial spirit. After graduation, I entered strategy consulting to learn how companies run – from developing pricing strategies to winning customers – then joined a middle-market private equity firm, where I View Details
- 04 Oct 2004
- Research & Ideas
Start to Measure Your E-commerce Success
potential payoffs of e-commerce investments. Measuring returns on e-commerce projects can be a daunting challenge. Predicting customer behavior is difficult, because using the Web to do business is still relatively new to many businesses... View Details
Keywords: by Marc J. Epstein
- 01 Sep 2024
- News
Reduce, Reuse, Recycle
that Serafeim organized as part of the Digital Data Design Institute at Harvard. Read more about Advancing the Mission Serafeim’s interest in Apple’s approach on circular economic models led to the case study “Apple’s iPhone Revolution:... View Details
Keywords: Jennifer Meyers
- 01 Mar 2014
- News
Case Study: Gazelle's New Predators
getting lower-cost devices to those who might not otherwise be able to afford them? A $14B market would seem to have ample room for a niche player that focuses on corporate social responsibility while still being profitable." —Allison... View Details
- 16 Jul 2024
- Op-Ed
Corporate Boards Are Failing in Their No. 1 Duty
with Azure, acquiring LinkedIn in social media and Activision/Blizzard in gaming, and investing in OpenAI to gain control of ChatGPT. Equally important, he transformed the Microsoft culture from an arrogant bureaucracy into an empowered View Details
Keywords: by Bill George
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
Discussing examples of how service-oriented organizations deliver breakthrough service, Sasser urged his audience to take a "quantum leap" in their customer satisfaction efforts and to develop strategies to... View Details
- March 2011 (Revised March 2021)
- Teaching Note
Terror at the Taj Bombay: Customer-Centric Leadership
By: Rohit Deshpande
Teaching Note for 511703. View Details
- 01 Jun 2005
- News
Transforming the IRS
traditional services on the telephones and in local offices, and offered new electronic services for filing, paying, and information. Why did you change the way the IRS measures employee performance? Performance measures have an enormous capacity to change an View Details
- Web
Learn With Baker Library: Introduction to Capital IQ | Baker Library
Help Center Learn With Baker Library: Introduction to Capital IQ Learn With Baker Library is a library service that provides customized e-learning modules covering topics from in-depth database overviews, library resource tutorials, and... View Details
- 01 Jul 2019
- What Do You Think?
Are Super Stretch Goals Only for the Very Young?
Do Super Stretch Goals Require More Commitment Than a Large Organization Can Muster? Youth of an organization or its members is not the primary determinant of whether an View Details
Keywords: by James Heskett
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
- 25 Jun 2019
- News
After the Storm
It’s fitting that Erik Dyson’s HBS interview was conducted over a pay phone in Costa Rica, where he and his wife, Debbi, were finishing a three-year program for Habitat for Humanity. Now the CEO of the disaster relief organization All... View Details
Keywords: Paul Flannery
- 01 Jul 2008
- First Look
First Look: July 1, 2008
V. Kasturi Rangan, Herman B. Leonard, and Susan McDonald Abstract The Future of Social Enterprise considers the confluence of forces that is shaping the field of social enterprise, changing the way that funders, practitioners, scholars, and View Details
Keywords: Martha Lagace
- Forthcoming
- Article
From Bupkis to Sechel in Health Care
By: Regina E. Herzlinger and Richard Boxer
Fifty years ago, famed economist Milton Friedman declared that “The social responsibility of business is to increase its profits.” This free market manifesto was adopted by the healthcare industry as well. But transactional has evolved into transformational with the... View Details
Keywords: Corporate Accountability; Customer Focus and Relationships; Corporate Social Responsibility and Impact; Health Industry
Herzlinger, Regina E., and Richard Boxer. "From Bupkis to Sechel in Health Care." JAMA, the Journal of the American Medical Association (forthcoming).
- 01 Dec 2000
- News
Q&A: Andrew Kendall
organizations to determine how he would best fit into the field. Since that time, Kendall has brought innovative and pragmatic leadership to conservation efforts ranging from the protection of Costa Rican rain forests to Massachusetts... View Details
Keywords: Deborah Blagg; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Religious, Grantmaking, Civic, Professional, and Similar Organizations
- 19 Apr 2011
- First Look
First Look: April 19
team to deliver a highly customized solution that absolutely requires Julia's expertise. This case presents an opportunity for students to analyze two prevailing aspects of organizational life: working in teams and working under pressure.... View Details
Keywords: Sean Silverthorne
- 10 Jun 2013
- Research & Ideas
How Numbers Talk to People
the Eureka Story, the Mad Scientist Story, the Survey Story, the Prediction Story, and the "Here's What Happened" Story. The excerpt focuses on the first two. —Sean Silverthorne book excerpt Framing The Problem From: Keeping Up... View Details