Customer Focused Organization - Publications - Faculty & Research

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Print View - Course Catalog

lead to trouble. Content and Organization The course is organized around two modules. The first module focuses on the restructuring of debt – and provides a foundation to... View Details

05 May 2009
First Look

Weitz No abstract is available at this time. Download the paper: http://www.hbs.edu/research/pdf/09-125.pdf PublicationsMulti-Rater Assessment of Individual Creative Contributions to Team Projects in Organizations Author:Teresa M.... View Details

Keywords: Martha Lagace

26 Jan 2004
Research & Ideas

What Developing-World Companies Teach Us About Innovation

countries generally lack a solid technology base of trained scientists and world-class research universities. 2. Companies in developing countries must manage to eke out a profit while serving customers with low disposable income; per... View Details

Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari

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

01 Apr 1998
News

Short Takes

development cycles and can't respond in mid-project to changing customer needs. But there's a solution to this dilemma, according to HBS assistant professor Stefan H. Thomke and Donald G. Reinertsen (MBA '79) of Reinertsen & Associates in... View Details

Keywords: Garry Emmons and Caroline Chauncey

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Learn with Baker Library: Baker Basics for Executive Education Participants | Baker Library

Help Center Learn with Baker Library: Baker Basics for Executive Education Participants Learn with Baker Library is a library service that provides customized e-learning modules covering topics from in-depth database overviews, library... 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

07 Dec 2016
Blog Post

Marketing Reimagined: A Recap of the 2016 Marketing Innovation Conference

co-chairs. The day kicked off with a unique keynote. Five executives from successful startups took the stage to answer questions like “How do you acquire new customers & scale a brand while operating without a physical footprint?” or... View Details

Keywords: Entertainment / Media / Sports

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Field Course: Startup Operations - Course Catalog

learn through the startup they are working on, but through the 19 other startups in the course. Taking the perspective that there is more to just “build it and they will come”, the course will explore four modules: Getting To Product Market Fit: Exploring best... View Details

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A Day in the Life: IT Business Analyst | Information Technology

on documentation and working with that project team directly. Why It Matters Business analysis helps us deliver better projects and products to our customers across the community. We bring a more structured approach to implementation and... View Details

20 Dec 2004
Research & Ideas

How an Order Views Your Company

Over a dozen years ago, HBS professors Ben Shapiro and Kash Rangan conducted research with colleague John J. Sviokla, focusing on the impact that a company's order management cycle (OMC) has on customers. Think of OMC as the process that... View Details

Keywords: by Sarah Jane Johnston

February 2008 (Revised December 2011)
Case

Weber Shandwick: The Client Relationship Leader Program

By: Robert G. Eccles and Kerry Herman

In 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and... View Details

Keywords: Blogs; Competency and Skills; Customer Relationship Management; Organizational Change and Adaptation; Organizational Design; Social and Collaborative Networks; Competitive Advantage; Public Relations Industry

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01 Jun 2022
News

Elevator Pitch: Certified Check

Illustration by Drue Wagner Illustration by Drue Wagner SafeBase Adar Arnon (MS/MBA 2020), CTO and cofounder Al Yang (MBA 2020), CEO and cofounder Concept: SafeBase serves as the go-between solution for vendors and organizations that need... View Details

01 Oct 2000
News

Q & A: Bain & Company's Thomas J. Tierney

practice designed to "bridge" the gap between the seemingly disparate worlds of corporate management consulting and nonprofit organizations worldwide. Tierney, who serves on the Board of Directors of the Associates at HBS, is also at work... View Details

Keywords: Peter K. Jacobs; Management, Scientific, and Technical Consulting Services; Professional Services

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

August 2006 (Revised September 2007)
Supplement

Istituto Clinico Humanitas (C): Pronto Soccorso

By: Richard M.J. Bohmer

Follows on from the cases Istituto Clinico Humanitas (A) and (B). Describes the design and running of the new Humanitas Emergency Department. Istituto Clinico Humanitas has developed a very efficient operating system for dealing with elective (largely surgical)... View Details

Keywords: Health Care and Treatment; Organizational Change and Adaptation; Service Operations; Service Delivery; Customer Focus and Relationships; Health Industry; Italy

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02 Feb 2004
Research & Ideas

Mapping Your Corporate Strategy

more powerful than 1,000 words (or even twenty-five ad hoc performance measures). The financial and customer objectives describe the outcomes the organization wants to achieve; objectives in the internal and... View Details

Keywords: by Martha Lagace

16 Nov 2017
News

The Business of Social Justice

A born adventurer with a passion for social justice, Heidi Brooks (MBA 2003) uses her business savvy to effect social change. Since 2014 Brooks has served as chief operating officer of the Schott Foundation for Public Education, a nonprofit View Details

Keywords: Jennifer Myers

01 Apr 1999
News

Q & A: Confronting New Technologies: When Doing Right Is Wrong

cognitive problem. The PCs simply did not make sense to DEC, given their customer context and their cost structure/business model. “Disruptive Tech 101” When Clay Christensen speaks of disruptive and sustaining technologies, he uses the... View Details

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

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