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  • May 2025 (Revised June 2025)
  • Supplement

Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (D)

By: Linda A. Hill and Lydia Begag
This fourth installment in the Pfizer Global Clinical Supply (GCS) transformation case series highlights how over a decade of cultural and digital evolution positioned GCS to meet unprecedented global challenges. In 2011, Michael Ku became the Vice President of GCS and... View Details
Keywords: Innovation Leadership; Technological Innovation; Leadership Development; Leadership Style; Research and Development; Science-Based Business; Transformation; Health Pandemics; AI and Machine Learning; Analytics and Data Science; Digital Transformation; Leading Change; Product Launch; Supply Chain; Organizational Change and Adaptation; Alignment; Pharmaceutical Industry; Biotechnology Industry; Health Industry; United States; Asia; Europe; Latin America
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    Julian De Freitas

    Julian De Freitas is an Assistant Professor of Business Administration in the Marketing Unit, and Director of the Ethical Intelligence Lab, at Harvard Business School. He earned his PhD in psychology from Harvard, masters from Oxford, and BA from Yale. He teaches... View Details

    Keywords: advertising; automotive; consumer products; e-commerce industry; insurance industry; marketing industry; nonprofit industry; software; transportation; video games
    • February 2021 (Revised March 2022)
    • Case

    TikTok in 2020: Super App or Supernova?

    By: Jeffrey F. Rayport, Dan Maher and Dan O'Brien
    TikTok’s parent company, ByteDance, was launched in 2012 around a simple idea – helping users entertain themselves on their smartphones while on the Beijing Subway. In less than a decade, it had become one of the world’s most valuable private companies, with investors... View Details
    Keywords: Business Model; Business Startups; Business Organization; Change Management; Disruption; Cross-Cultural and Cross-Border Issues; Global Strategy; Health Pandemics; Innovation Strategy; Growth and Development Strategy; Growth Management; Brands and Branding; Marketing Strategy; Marketing Channels; Network Effects; Digital Platforms; Product Design; Product Development; Partners and Partnerships; Opportunities; Social Issues; Mobile and Wireless Technology; Internet and the Web; Value Creation; United States; China
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    • 28 Mar 2018
    • HBS Seminar

    Tim O’Reilly, O’Reilly Media

    • Research Summary

    Overview

    Navid has worked with different organizations across various industries, from the Federal Reserve to medical device manufacturers, heavy construction equipment sellers, and B2B software providers, to assemble proprietary datasets in studying organizational buying.... View Details

    • June 2025
    • Case

    TagHive: Edtech Pricing and Distributor Decisions

    By: Isamar Troncoso, Frank V. Cespedes and Stacy Straaberg
    Education technology (edtech) company TagHive, founded in 2017, used a direct sales team and third-party distributors to sell its Class Saathi hardware and software solution to 300 clients, mainly primary and secondary schools in India. The product aimed to improve... View Details
    Keywords: Business Model; Marketing Channels; Marketing Strategy; Product Marketing; Social Marketing; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Technology Adoption; Education; Teaching; Price; Customer Relationship Management; Customer Satisfaction; Growth and Development; Technological Innovation; Education Industry; Technology Industry; India; South Korea
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    • 2025
    • Working Paper

    Generative AI and the Nature of Work

    By: Manuel Hoffmann, Sam Boysel, Frank Nagle, Sida Peng and Kevin Xu
    Recent advances in artificial intelligence (AI) technology demonstrate a considerable potential to complement human capital intensive activities. While an emerging literature documents wide-ranging productivity effects of AI, relatively little attention has been paid... View Details
    Keywords: Generative Ai; Digital Work; Open Source Software; Knowledge Economy; AI and Machine Learning; Open Source Distribution; Organizational Structure; Performance Productivity; Labor
    Related

      Benson P. Shapiro

      Benson P. Shapiro is a well-known authority on marketing strategy and sales management with particular interests in pricing, product line planning, and marketing organization. He is also the Malcolm P. McNair Professor of Marketing Emeritus at the Harvard Business... View Details

      Keywords: apparel; banking; beauty products; brokerage; chemical; computer; consulting; e-commerce industry; electrical equipment; electronics; financial services; food; high technology; industrial goods; information; information technology industry; internet; investment banking industry; manufacturing; marketing industry; metals; plastics; printing; professional services; software; steel; telecommunications; wholesale
      • Forthcoming
      • Article

      Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

      By: Shunyuan Zhang and Das Narayandas
      We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
      Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
      Related
      • 2025
      • Working Paper

      Warnings and Endorsements: Improving Human-AI Collaboration in the Presence of Outliers

      By: Matthew DosSantos DiSorbo, Kris Ferreira, Maya Balakrishnan and Jordan Tong
      Problem definition: While artificial intelligence (AI) algorithms may perform well on data that are representative of the training set (inliers), they may err when extrapolating on non-representative data (outliers). How can humans and algorithms work together to make... View Details
      Keywords: AI and Machine Learning; Decision Choices and Conditions
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        Warnings and Endorsements: Improving Human-AI Collaboration in the Presence of Outliers

        1. Problem definition: While artificial intelligence (AI) algorithms may perform well on data that are representative of the training set (inliers), they may err when extrapolating on non-representative data (outliers). How can humans and algorithms work together to... View Details
        • September 2024
        • Article

        The Human Side of the Future of Work: Understanding the Role People Play in Shaping a Changing World

        By: Jochen I. Menges, Lauren C. Howe, Erika Hall, Jon M. Jachimowicz, Sharon K. Parker, Riki Takeuchi, Abhijeet K. Vadera, Ashley Whillans and Susan K. Cohen
        For as long as there has been work, there has been a “future of work,” through humans’ ingenuity and drive to get things done easier, faster, and better. With the industrial revolution, efforts to shape a better future of work were dominated by improvements in... View Details
        Keywords: Change; Labor
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        • May–June 2024
        • Article

        Setting Gendered Expectations? Recruiter Outreach Bias in Online Tech Training Programs

        By: Jacqueline N. Lane, Karim R. Lakhani and Roberto Fernandez
        Competence development in digital technologies, analytics, and artificial intelligence is increasingly important to all types of organizations and their workforce. Universities and corporations are investing heavily in developing training programs, at all tenure... View Details
        Keywords: Prejudice and Bias; Gender; Training; Recruitment; Personal Development and Career
        Related
        • 2023
        • Working Paper

        Setting Gendered Expectations? Recruiter Outreach Bias in Online Tech Training Programs

        By: Jacqueline N. Lane, Karim R. Lakhani and Roberto Fernandez
        Competence development in digital technologies, analytics, and artificial intelligence is increasingly important to all types of organizations and their workforce. Universities and corporations are investing heavily in developing training programs, at all tenure... View Details
        Keywords: STEM; Selection and Staffing; Gender; Prejudice and Bias; Training; Equality and Inequality; Competency and Skills
        Related
        • March 2024 (Revised June 2025)
        • Teaching Note

        CoPilot(s): Generative AI at Microsoft and GitHub

        By: Frank Nagle and Maria P. Roche
        This teaching note is the companion to case N9-624-010 CoPilot(s): Generative AI at Microsoft and GitHub, which takes place in late 2021. The case briefly describes the history of both GitHub and Microsoft with a particular focus on open source software (OSS)—software... View Details
        Keywords: Mergers and Acquisitions; AI and Machine Learning; Applications and Software; Technological Innovation; Product Launch; Open Source Distribution; Product Development; Commercialization; Competition; Resource Allocation; Technology Industry
        Related
        • March 2024 (Revised August 2024)
        • Case

        Darktrace: Scaling Cybersecurity and AI (A)

        By: Jeffrey F. Rayport and Alexis Lefort
        In 2023, Darktrace CEO Poppy Gustafsson was contemplating her growth strategy at a leading U.K.-based cybersecurity venture, launched in 2013 by a group of anti-terror cyber specialists, University of Cambridge mathematicians, and artificial intelligence (AI) experts.... View Details
        Keywords: Technology; Talent; Scaling; Entrepreneurship; Cybersecurity; Leadership; Business Growth and Maturation; Recruitment; Resignation and Termination; AI and Machine Learning; Growth and Development Strategy; Organizational Culture; Going Public; Technology Industry; United Kingdom; Europe; United States
        Related
        • October 2023
        • Teaching Note

        Timnit Gebru: 'SILENCED No More' on AI Bias and The Harms of Large Language Models

        By: Tsedal Neeley and Tim Englehart
        Teaching Note for HBS Case No. 422-085. Dr. Timnit Gebru—a leading artificial intelligence (AI) computer scientist and co-lead of Google’s Ethical AI team—was messaging with one of her colleagues when she saw the words: “Did you resign?? Megan sent an email saying that... View Details
        Keywords: Ethics; Employment; Corporate Social Responsibility and Impact; Technological Innovation; AI and Machine Learning; Diversity; Prejudice and Bias; Technology Industry
        Related
        • 2019
        • Article

        Overcoming Cultural Resistance to Open Source Innovation

        By: John Winsor, Jin Hyun Paik, Michael Tushman and Karim R. Lakhani
        Purpose: This article offers insight on how to effectively help incumbent organizations prepare for global business shifts to open source and digital business models.
        Design/methodology/approach: Discussion related to observation, experience and case studies... View Details
        Keywords: Open Source Innovation; Organizational Culture; Organizational Change and Adaptation; Business Model; Technological Innovation; Collaborative Innovation and Invention
        Related
        • Program

        Competing in the Age of AI—Virtual

        Summary Artificial intelligence (AI) is revolutionizing the way today's businesses compete and operate. By putting AI and data at the center of their capabilities, companies are redefining how they create,... View Details

          Navigating the Jagged Technological Frontier: Field Experimental Evidence of the Effects of AI on Knowledge Worker Productivity and Quality

          The public release of Large Language Models (LLMs) has sparked tremendous interest in how humans will use Artificial Intelligence (AI) to accomplish a variety of tasks. In our study conducted with Boston Consulting Group, a global management consulting firm, we examine... View Details