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(12,433)
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- Faculty Publications (5,912)
Show Results For
- All HBS Web
(12,433)
- People (21)
- News (3,897)
- Research (7,210)
- Events (76)
- Multimedia (65)
- Faculty Publications (5,912)
- February 2021
- Article
How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice
By: Ryan W. Buell and Basak Kalkanci
Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details
Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception
Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
- Research Summary
Overview
My research uses a combination of lab experiments and empirical methods to understand how organizations can design their operations in order to inspire trust. View Details
- July 1994
- Teaching Note
Building Process-based Capabilities: A Principal Focus of Operations Management, Module Outline and Teaching Note
By: Clayton M. Christensen
- April 1985
- Background Note
Roles and Responsibilities of the Country Manager: MNC Operations from the National Organization's Perspective
Bartlett, Christopher A. "Roles and Responsibilities of the Country Manager: MNC Operations from the National Organization's Perspective." Harvard Business School Background Note 385-326, April 1985.
- March 2016
- Supplement
Compass Group: The Ascension Health Decision
By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Health Industry; United States
Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Multimedia/Video Supplement 616-705, March 2016.
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)
- 2025
- Working Paper
The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees
By: Paige Tsai and Ryan W. Buell
As operations increasingly rely upon flexible labor models—such as gig, part-time, and remote work—it has become commonplace for individuals to work multiple jobs. Across three studies, relying on a combination of transaction-level data from 90,548 customers of a... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design; Sustainable Operations; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
Tsai, Paige, and Ryan W. Buell. "The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees." Harvard Business School Working Paper, No. 25-036, January 2025. (Revised June 2025.)
- November 2015 (Revised June 2017)
- Case
Mission Impossible? Yummy77 Delivers Groceries within the Hour
By: Benjamin Edelman
Yummy77 considers alternative operational models to reduce cost, improve speed, and increase appeal. Can one of these approaches succeed where others have failed? View Details
Keywords: Grocery Delivery; Operations; Platforms; Logistics; Distribution; Food; Food and Beverage Industry; Retail Industry; China
Edelman, Benjamin. "Mission Impossible? Yummy77 Delivers Groceries within the Hour." Harvard Business School Case 916-025, November 2015. (Revised June 2017.) (request a courtesy copy.)
- March 2016 (Revised February 2020)
- Teaching Note
Compass Group: The Ascension Health Decision
By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
- Article
The Operational Framework of the Eurosystem in the Context of the ECB's Monetary Policy Strategy
By: Michele Manna, Huw Pill and Gabriel Quiros
Manna, Michele, Huw Pill, and Gabriel Quiros. "The Operational Framework of the Eurosystem in the Context of the ECB's Monetary Policy Strategy." International Finance 4, no. 1 (Spring 2001): 65–99.
- September 2003
- Article
Speaking up in the Operating Room: How Team Leaders Promote Learning in Interdisciplinary Action Teams
By: A. Edmondson
Edmondson, A. "Speaking up in the Operating Room: How Team Leaders Promote Learning in Interdisciplinary Action Teams." Journal of Management Studies 40, no. 6 (September 2003): 1419–1452.
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
- Research Summary
"On design of operations & production management technology-base and performance database for empowerment of global/local industries in the international business environment"
His current research interests are in the reinforcement of continuous improvement schemes such as TPM, its global transfer and road-mapping for empowerment of industries. One of his aims while at Harvard TOM Unit is to establish infrastructure which enables... View Details
New To Big: How Companies Can Create Like Entrepreneurs, Invest Like VCs, and Install a Permanent Operating System for Growth
Serial entrepreneurs David Kidder and Christina Wallace reveal their revolutionary playbook for igniting growth inside established companies.
Most established companies face a... View Details
- May 2016 (Revised September 2017)
- Case
Pal's Sudden Service—Scaling an Organizational Model to Drive Growth
By: Gary P. Pisano, Francesca Gino and Bradley R. Staats
Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's... View Details
Keywords: Growth Strategy; Corporate Culture; Operations Strategy; Motivation; Values; Motivation and Incentives; Strategy; Values and Beliefs; Service Operations; Organizational Culture; Growth and Development Strategy; Service Industry; Food and Beverage Industry
Pisano, Gary P., Francesca Gino, and Bradley R. Staats. "Pal's Sudden Service—Scaling an Organizational Model to Drive Growth." Harvard Business School Case 916-052, May 2016. (Revised September 2017.)
- 2000
- Chapter
Learning New Technical and Interpersonal Routines in Operating Room Teams: The Case of Minimally Invasive Cardiac Surgery
By: Amy C. Edmondson, Richard Bohmer and Gary Pisano
Keywords: Groups and Teams; Health Care and Treatment; Practice; Competency and Skills; Training; Health Industry
Edmondson, Amy C., Richard Bohmer, and Gary Pisano. "Learning New Technical and Interpersonal Routines in Operating Room Teams: The Case of Minimally Invasive Cardiac Surgery." In Research on Managing Groups and Teams: Technology. Vol. 3, edited by B. Mannix, M. Neale, and T. Grifith, 29–51. Stamford: JAI Press, 2000.
- 1999
- Working Paper
Learning New Technical and Interpersonal Routines in Operating Room Teams: The Case of Minimally Invasive Cardiac Surgery
By: Amy C. Edmondson, Richard M.J. Bohmer and Gary Pisano
- July 2002
- Article
The Effect of Decreasing Length of Stay on Discharge Destination and Readmission after Coronary Bypass Operation
By: Richard M.J. Bohmer, John Newell and David F. Torchiana
Bohmer, Richard M.J., John Newell, and David F. Torchiana. "The Effect of Decreasing Length of Stay on Discharge Destination and Readmission after Coronary Bypass Operation." Surgery 132, no. 1 (July 2002): 10–16.