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Show Results For
- All HBS Web
(6,317)
- People (30)
- News (1,628)
- Research (3,712)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,575)
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 21 Oct 2010
- News
Hell? Maybe Not.
companies expect only one or two hires to come out of the process. “Our team works hard to provide a seamless experience, and we manage all the logistics and details at no cost to the employer,” Fitzpatrick points out. On the student... View Details
- October 22, 2015
- Article
The Mayo Clinic Model for Running a Value-Improvement Program
By: Robert S. Kaplan, Derek A. Haas, Richard A. Helmers, March Rucci and Meredith Brady
Applying time-driven activity-based costing (TDABC) in health care cannot be delegated to the finance function. The most successful implementations have had strong executive support, exceptional clinical leaders, and dedicated, multi-disciplinary project teams. The... View Details
Keywords: Service Delivery; Activity Based Costing and Management; Health Care and Treatment; Health Industry
Kaplan, Robert S., Derek A. Haas, Richard A. Helmers, March Rucci, and Meredith Brady. "The Mayo Clinic Model for Running a Value-Improvement Program." Harvard Business Review (website) (October 22, 2015). (A collaboration of the editors of Harvard Business Review and the New England Journal of Medicine.)
- 01 Jun 2005
- News
Transforming the IRS
Rossotti Courtesy HBS Press When Charles O. Rossotti (MBA ’64) was appointed commissioner of the Internal Revenue Service in 1997, it was the most feared and loathed of all federal government agencies. People told him that he was taking... View Details
- 26 Jun 2008
- News
The First HBS Class Notes
in 1910, it included a page of staff-written "Personal Items" about alumni, reporting job changes, addresses, and marriages. The first item — "M.B.A. '14—Hugh D. Hite is manager of the Chicago office of Priester, Quail & Cundy, Inc.,... View Details
- 24 Jun 2020
- News
Unleashing Greatness in Others
- 01 Mar 2007
- News
Latin American Conference
Two former Latin American presidents, a dozen chief executives, and more than thirty top managers and HBS faculty participated in the lX Latin American Conference held at HBS in January. Some 400 attendees took part in a daylong series of... View Details
- Profile
Jackie Burgos
and held meetings not once, but twice a week. Preparing for career options In her junior year of college, Jackie visited the Harvard Business School (HBS) campus through the Management Leadership for Tomorrow (MLT) program, and was... View Details
- 01 Mar 2008
- News
HBS Records an “Excellent” Year
Fiscal year 2007 “proved to be an excellent financial and operational year for Harvard Business School,” declared CFO Richard Melnick (MBA ’92) in the School’s newly released annual report. He cited continued growth in the global economy and strong demand for View Details
- 01 Apr 2001
- News
Beyond the Rim: New Paths to Success in Asia
Businesses in the Asia-Pacific region today are caught up in a dizzying swirl of economic, cultural, political, technological, and social change. Enormous opportunities await managers who can harness these powerful currents to drive their... View Details
- 29 Sep 2008
- Research & Ideas
Financial Crisis Caution Urged by Faculty Panel
the importance of risk management and oversight. Robert C. Merton, the John and Natty McArthur University Professor, similarly expressed concern about the unintended consequences of change on Wall Street, closing with the assertion that... View Details
- August 2011
- Teaching Note
Exeter Group, Inc. (TN)
By: Robert G. Eccles and Penelope Rossano
Teaching Note for 409001. View Details
- 01 Sep 2008
- News
Where Are They Now?
entrepreneurial business leaders in the Owner/President Management Program (OPM) that he also headed for many years, is inspired enough by what he has experienced at the Meadows to consider starting a company dedicated to building and... View Details
- 01 Sep 2004
- News
A Market-Based Prescription
The Bulletin caught up with HBS professor Regina E. Herzlinger this summer as she was en route to Nashville to accept the 2004 Healthcare Financial Management Association Board of Directors’ Award. The prestigious honor recognizes thought... View Details
- 2012
- Chapter
Structuring Consulting Firms
By: Tim Morris, Heidi K. Gardner and N. Anand
This chapter presents a model of the way in which consulting and other professional-service firms organize themselves and grow. We will argue that the fundamental structural-design challenge for consulting firms, like other professional firms, is to adapt appropriately... View Details
Keywords: Experience and Expertise; Management Practices and Processes; Demand and Consumers; Service Operations; Organizational Design; Organizational Structure; Projects; Groups and Teams; Service Industry; Service Industry
Morris, Tim, Heidi K. Gardner, and N. Anand. "Structuring Consulting Firms." In The Oxford Handbook of Management Consulting, edited by Matthias Kipping and Timothy Clark. Oxford University Press, 2012.
- Career Coach
Nicole Ledoux
finance. She started her career in investment management at Putnam Investments as a fixed income quantitative analyst. Post-HBS, she worked at Constellation Energy in London in portfolio management, where she co-managed a 400MM physical... View Details
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
customer experience faces cutbacks, what services get chopped? Fix This! Why is it so Painful to Buy a New Car? Car-buying sends shivers up the backbones of American consumers, so why hasn’t the industry stepped up to create a better... View Details
- June 2010
- Teaching Note
Playing with Fire at Sittercity (A) (TN)
By: Noam T. Wasserman and Rachel Gordon
Note: This mini-Teaching Note was created to provide a brief overview of the teaching plan for this case. Please see the upcoming, fuller Teaching Note for an extensive overview of the underlying research, pedagogical approaches, and other teaching issues. View Details
- 04 Jan 2021
- What Do You Think?
How Do We Sustain Organization Diversity?
low-wage workers.” Another point of view rejects the notion that such a competition exists. David Wittenberg commented, “Workers don’t ‘compete for your profits,’ they contract to provide services for a wage shareholders have the right to... View Details
Keywords: by James Heskett
- 01 Sep 2012
- News
What’s the Big Idea?
confronted with setbacks. Yet in a survey of 669 managers around the world, “progress” ranked dead last as a perceived source of employee motivation, falling behind more expected (but less effective) carrots such as bonuses and... View Details