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- Faculty Publications (237)
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- All HBS Web (726)
- Faculty Publications (237)
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- 07 Apr 2009
- First Look
First Look: April 7, 2009
Addleshaw-Goddard (AG), the 15th largest law firm in the U.K., is seeking ways to serve larger clients on more important legal matters. Part of this strategy involves its "Client Development Centre (CDC)," an innovative idea and... View Details
Keywords: Martha Lagace
- 30 Oct 2018
- First Look
New Research and Ideas, October 30, 2018
and service its own customer relationships and manage the effectiveness and efficiency of its sales funnel. Currently, a team of chat representatives worked with marketing to qualify and prime prospects for HubSpot’s sales team. Could... View Details
Keywords: Dina Gerdeman
- 11 Sep 2012
- First Look
First Look: September 11
high commitment and broad responsibilities, the leadership intended to provide a level of client service that would justify premium rates. However, the system is not working. Issues include: tips are lower... View Details
Keywords: Sean Silverthorne
- 14 Feb 2017
- First Look
First Look at New Research: February 14
growing rapidly in importance. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=52240 forthcoming Management Science Discretionary Task Ordering: Queue Management in Radiological Services By: Ibanez, Maria, Jonathan R.... View Details
Keywords: Sean Silverthorne
- 08 Nov 2016
- First Look
November 8, 2016
Founded in December 2010, NOW, based in Atlanta, Georgia, was serving clients in nine states. With 2013 year-to-date revenue of roughly $100,000, NOW was financed with $2.5 million of founder as well as friends and family equity. NOW's... View Details
Keywords: Sean Silverthorne
- 20 Mar 2018
- First Look
First Look at New Research and Ideas, March 20, 2018
attained top positions in corporations or professional services firms. These women thrived, they found, because of three characteristics that are key to resilience: emotional intelligence, authenticity, and agility. The women were adept... View Details
Keywords: Sean Silverthorne
- 15 Sep 2008
- Research & Ideas
The Coming Transformation of Social Enterprise
an efficient use of their capital. The shining example was microfinance, which provided attractive returns, so why not other forms of social enterprise? I don't think that's a realistic view of the work of nonprofits in general. If you look at social View Details
Keywords: by Roger Thompson
- 04 Oct 2016
- First Look
October 4, 2016
new service offering for the company’s clients by drawing on the special talents of people with autism. The company has deployed “pods” organized around 8 or 9 employees with autism, to function as... View Details
- 11 Nov 2014
- First Look
First Look: November 11
demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they deliver can actually improve. Studies in food service show how... View Details
Keywords: Sean Silverthorne
- 03 Jul 2018
- What Do You Think?
Should CEO Satya Nadella Cancel Microsoft’s Contract with ICE?
“I would caution Nadella to remember he has a duty to Microsoft shareholders. If at an annual meeting it was decided that a majority of shareholders supported the concept of not providing product and services to a government agency, I... View Details
- 18 Aug 2009
- First Look
First Look: August 18
members' prior experience working with one another—is one mechanism that helps teams leverage the benefits of diversity in team member experience by alleviating coordination problems that diversity creates. We use detailed project- and individual-level data from an... View Details
Keywords: Martha Lagace
- 24 Mar 2009
- First Look
First Look: March 24, 2009
School Case 409-065 Shanghai Diligence Law Firm, started in January 2006, is a rapidly growing law firm in China's burgeoning legal services market. In addition to the usual challenges facing all professional View Details
Keywords: Martha Lagace
- 15 Sep 2011
- Research & Ideas
High Ambition Leadership
what products or services to offer by first looking inside. Contrary to most companies that begin by looking at markets and competition, these CEOs looked inside to define "who" the company was—where was the most powerful intersection... View Details
Keywords: by Martha Lagace
- 24 Jan 2012
- First Look
First Look: Jan. 24
We drew on theories of knowledge-intensive firms, communities of practice, and professional service firms to analyze multiple cases of new practice area creation in management consulting firms. Our qualitative analysis identified four... View Details
Keywords: Sean Silverthorne
- 29 Sep 2015
- First Look
September 29, 2015
traces the evolution of the Internet from government ownership to privatization to the commercial Internet we know today. This is a story of innovation from the edges. Greenstein shows how mainstream service providers that had... View Details
Keywords: Sean Silverthorne
- 21 Feb 2012
- First Look
First Look: Feb. 21
company to an advanced materials company whose products and services can make its clients more sustainable. During the 1960s and 1970s the company received a series of external shocks in the form of negative... View Details
Keywords: Sean Silverthorne
- 27 Feb 2007
- First Look
First Look: February 27, 2007
letter from the Recording Industry Association of America, Inc. (RIAA) asking him to shut down eDonkey, MetaMachine's popular file-sharing system. In September 2005, more than 30 million users relied on eDonkey to share digital files, making MetaMachine's software the... View Details
Keywords: Martha Lagace
- 21 May 2013
- First Look
First Look: May 21
programs to strengthen top-performing service providers' loyalty to Cross Country. Concurrently, the company undertook a two-step organization redesign to focus more resources on service providers (the new... View Details
Keywords: Sean Silverthorne
- 12 Apr 2016
- First Look
April 12, 2016
April 2016 Harvard Business Review Can You Cut 'Turn Times' Without Adding Staff? By: Bernstein, Ethan, and Ryan W. Buell Abstract—The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at... View Details
Keywords: Sean Silverthorne
- 07 Feb 2012
- First Look
First Look: February 7
professional investors discern when CEOs and other executives in publicly traded firms "either lacked confidence in or were conveying less than complete or reliable information" in their public statements. BIA aimed to give its View Details
Keywords: Sean Silverthorne