Service Excellence - Publications - Faculty & Research

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Delimiters - Research Computing Services

specify the line delimiter. In most cases, the line delimiter is \n . You may also try using \r . Using Excel with NonStandard Delimiters such as the Pipe Character Many users will use Excel to view their... View Details

February 2021
Supplement

HNA Group: Global Excellence with Chinese Characteristics (C)

By: William C. Kirby, Billy Chan and John P. McHugh

July 2017 was supposed to be a triumphant month for HNA Group. The latest Fortune Global 500 list showed the company had again skyrocketed in its ranking to no. 170, an improvement of over 200 positions from the year prior. Yet earlier that same July, the mysterious... View Details

Keywords: Conglomerate; Airline Industry; Coronavirus; Financial Risk; Debt; Bankruptcy; Global Strategy; Restructuring; Health Pandemics; Financial Markets; Organizational Change and Adaptation; Financial Condition; Globalized Firms and Management; Business and Government Relations; Financial Services Industry; Financial Services Industry; China

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July 2017
Article

The Four Stages to Becoming an Excellent Front-Line Sales Manager

By: Frank V. Cespedes

Sales occupations account for more than 10% of the total U.S. labor force, and that official estimate is almost certainly low: In an increasingly service economy, many people who do business development for a living are not listed as “sales” for reporting purposes.... View Details

Keywords: Salesforce Management

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February 2018 (Revised February 2018)
Supplement

HNA Group: Global Excellence with Chinese Characteristics (B)

By: William C. Kirby and Yuanzhuo Wang

This case provides a brief overview of the success and challenges of the HNA Group between 2015 and late 2017 when it grew rapidly through global acquisitions to become 170 on the 2017 Fortune 500 list. A firm that had begun as a provincial airline in China was now a... View Details

Keywords: Internationalization; Scrutiny; Growth; China; Philanthropy; One Belt One Road; Globalized Markets and Industries; Growth and Development; Acquisition; Corporate Governance; Financial Services Industry; Financial Services Industry; Financial Services Industry; China; United States; Europe; Asia; South America; Southeast Asia

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November 2016
Supplement

Irregular Operations

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel

This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport. View Details

Keywords: Service; Service Excellence; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

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September 2016 (Revised August 2018)
Supplement

United Airlines: More Out-and-Back Flying?: Case Supplement #1

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel

This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data. View Details

Keywords: Service; Service Excellence; Service Management; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Operations; Service Operations; Service Delivery; Air Transportation Industry; United States

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09 Jun 2003
Research & Ideas

Incentives and Operational Excellence

hospital association buying groups. For their part, the buying groups try to get as many products and services as they can for whatever fee they've agreed to pay in the contract. Owens & Minor decided to offer its customers the option... View Details

Keywords: by Martha Lagace

17 Jun 2015
Lessons from the Classroom

Excellence Comes From Saying No

We all know people who seem able to perform at a higher level than those around them; and we've all had moments ourselves where we are firing on all cylinders and everything just seems to work. But how do you achieve that kind of View Details

Keywords: by Michael Blanding

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints they are facing in their own... View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

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Software Tools - Research Computing Services

below: Git and GitHub Julia Jupyter Notebooks Machine Learning frameworks (Tensorflow, PyTorch, Keras, OpenCV) R and Python Rclone to sync files to/from cloud storage services (e.g. OneDrive, DropBox, Google Drive, etc.) SAS and... View Details

September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

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23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

of Uncommon Service is that to achieve service excellence, you may need to make some tradeoffs. Is that a hard sell for some managers who are motivated to excel in all areas?... View Details

Keywords: by Deborah Blagg; Service

01 Jun 2004
News

Alumni Clubs Click with New Web Services

Harris service by early fall. For Ronan McArdle (MBA ’02), secretary of the 80-member HBS Association of Ireland, the Harris service makes club management easier. “It’s an View Details

Keywords: Margie Kelley; alumni groups; website; Educational Services; Educational Services

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Database Best Practices - Research Computing Services

determine whether you need to turn off logging and make sure to analyze any warnings. It is highly recommended that you first do test loads of tables. These import tests are very useful for assessing the appropriateness of data type choices. They are also View Details

24 Apr 2014
News

Improving the service experience requires excellence—but not in everything

Frei. “The number-one obstacle to excellence may be an emotional one.” Frei’s research demonstrates that a successful service model must be designed to allow all employees—not just the “heroes”— to deliver... View Details

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Data Tips & Toolkits - Research Computing Services

uses pre-trained word vectors from GloVe to calculate text similarity. R Information on the NLP packages in R can be found here . An introduction to text-mining can be found here . Power Analysis ClinCalc : web-based platform for conducting power analysis PowerUp! :... View Details

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Stata and Maintaining Version Stability - Research Computing Services

Software Tools Stata and Maintaining Version Stability 2ms Every two years we update Stata in our research computing environment (both desktops and on the HBSGrid). While this is an excellent opportunity to stay abreast of the new... View Details

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IT Strategy: Improving Service to Support Innovation | Information Technology

faster, more efficient service from IT, and a more consistent, stable, modern experience using HBS-provided computers.” The work performed in this initiative has given TSS the tools and resources necessary to View Details

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Using Cloud Storage & Services at HBS | Information Technology

OneDrive or Dropbox, whether that data is your own personal data or Harvard business data. Data Security Your Harvard account now offers you access to both Microsoft OneDrive and Dropbox. Both are excellent View Details

April 2012
Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details