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- Faculty Publications (261)
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- All HBS Web (456)
- Faculty Publications (261)
- 16 Jul 2024
- Blog Post
Driving Positive Impact on Community and Climate with Ben Schutzman (MBA 2016)
to supporting municipalities through the life of their assets and relationship with Highland. It’s a complex job, but immensely rewarding job to balance the cost control at the backend, while still delivering an exceptional service to our View Details
- February 2000 (Revised April 2001)
- Case
Boston Medical Group
By: Richard M.J. Bohmer and Bruce L. Hall
Describes the structure of a variable compensation plan for physicians implemented by a Massachusetts medical group practice. Examines issues such as balancing group and individual risk and selection of performance metrics (productivity and patient satisfaction). View Details
Keywords: Customer Satisfaction; Health Care and Treatment; Executive Compensation; Management Practices and Processes; Risk Management; Standards; Risk and Uncertainty; Health Industry
Bohmer, Richard M.J., and Bruce L. Hall. "Boston Medical Group." Harvard Business School Case 600-086, February 2000. (Revised April 2001.)
- November 1995 (Revised March 2004)
- Case
Massachusetts General Hospital: CABG Surgery (A)
By: Steven C. Wheelwright and James Weber
A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details
Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts
Wheelwright, Steven C., and James Weber. "Massachusetts General Hospital: CABG Surgery (A)." Harvard Business School Case 696-015, November 1995. (Revised March 2004.)
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
generations of a customer-satisfaction program at a large American retailer, dubbed "Alpha Corporation" for the sake of confidentiality. The first of Alpha's customer satisfaction programs,... View Details
Keywords: by Martha Lagace
- 01 Apr 1997
- News
The Businesslike Gourmet: Karen Page on America's Foodservice Industry
feelings, and self-image. Food is like clothing or shelter: you can get by with the basics, or you can aspire to some aesthetics. The new insistence on food quality may be an outgrowth of a larger need to put more meaning and satisfaction... View Details
- 01 Apr 1998
- News
Microfinance's Big Payoff: Michael Chu and ACCION International
was so successful we had to establish it as a regular commercial bank to accommodate its growth. Today, BancoSol leads the Bolivian banking system in profitability and makes 40 percent of the system's loans; it has 76,000 microentrepreneur View Details
- 18 Jun 2024
- Blog Post
Alumni Career Journey: Ben Schutzman (MBA 2016) - Driving Positive Impact on Community and Climate
to supporting municipalities through the life of their assets and relationship with Highland. It’s a complex job, but immensely rewarding job to balance the cost control at the backend, while still delivering an exceptional service to our View Details
- 10 Mar 2015
- Research & Ideas
The Surprising Winners and Losers in the Retail Revolution
to what they've done to reinvigorate their business. They looked strategically at all aspects of their offering across the various channels they have at their disposal to maximize customer satisfaction and... View Details
- 03 Mar 2020
- News
Can This Man Change the American Diet?
in the Boston area, Clover serves an always-changing, all-vegetarian menu to a 90 percent non-vegetarian customer base. In this episode of Skydeck, associate editor Julia Hanna takes listeners behind the scenes at a Clover food... View Details
Keywords: Agriculture
- 18 Sep 2012
- First Look
First Look: September 18
initial socialization focused on personal identity (emphasizing newcomers' authentic best selves) led to greater customer satisfaction and employee retention after six months, compared to (a) socialization... View Details
Keywords: Sean Silverthorne
- Web
Medium of Artistic Expression - Edwin H. Land & Polaroid | Harvard Business School
introduced Type 41 black-and-white film in 1950, but the images, customers discovered, were prone to fading. As an interim step to address this product flaw, the company developed a film coater that users applied to black-and-white prints... View Details
- 26 Feb 2019
- Blog Post
Forget Cash. Here Are Better Ways to Motivate Employees
on how best to reward their workers in ways that will bring them greater job satisfaction and motivate them to work harder. When recruiting, emphasize benefits Talking up a job’s perks, such as flexible work schedules and skill training,... View Details
Keywords: All Industries
- September 2023 (Revised August 2024)
- Teaching Note
On
By: Ramon Casadesus-Masanell, Karolin Frankenberger, Sascha Mader, Jordan Mitchell and Karen Elterman
Teaching Note for "On," HBS Case No. 723-430. On is a premium performance running shoe company founded in Switzerland in 2010. The company rapidly gained traction through its unique CloudTec cushioning technology, its innovative midsole plate called the Speedboard, and... View Details
Keywords: Brands and Branding; Business Growth and Maturation; Business Model; Business Startups; Business Strategy; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customer Focus and Relationships; Customer Satisfaction; Digital Marketing; Disruptive Innovation; Distribution Channels; Entrepreneurship; Environmental Sustainability; Global Strategy; Initial Public Offering; Innovation and Invention; Innovation Strategy; Market Entry and Exit; Marketing Strategy; Product Design; Product Development; Product Marketing; Social Media; Strategy; Supply Chain Management; Technological Innovation; Apparel and Accessories Industry; Consumer Products Industry; Manufacturing Industry; Retail Industry; Sports Industry; Europe; Germany; Switzerland; United States
- September 2023 (Revised September 2023)
- Supplement
On
By: Ramon Casadesus-Masanell, Karolin Frankenberger, Sascha Mader, Jordan Mitchell and Karen Elterman
Slides to support the teaching of the On case, 723-430. On is a premium performance running shoe company founded in Switzerland in 2010. The company rapidly gained traction through its unique CloudTec cushioning technology, its innovative midsole plate called the... View Details
Keywords: Brands and Branding; Business Growth and Maturation; Business Model; Business Startups; Business Strategy; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customer Focus and Relationships; Customer Satisfaction; Digital Marketing; Disruptive Innovation; Distribution Channels; Entrepreneurship; Environmental Sustainability; Global Strategy; Initial Public Offering; Innovation and Invention; Innovation Strategy; Market Entry and Exit; Marketing Strategy; Product Design; Product Development; Product Marketing; Social Media; Strategy; Supply Chain Management; Technological Innovation; Apparel and Accessories Industry; Consumer Products Industry; Manufacturing Industry; Retail Industry; Sports Industry; Europe; Germany; Switzerland; United States
- 30 Nov 2017
- News
Happy Meals (Are Here Again)
data impacting strategy, Cunningham notes, allowing her to see the cause and effect almost in real time. “I can look at the trade implications, the service time and labor hour implications, and implications for our customer View Details
- 01 Jun 2010
- News
Michael Depatie
was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the... View Details
- 13 Jan 2014
- Research & Ideas
How Government Can Restore the Faith of Citizens
research , Buell and Norton had experimented with customer satisfaction in travel and dating websites. They found that when these sites visually showed the effort being exerted by the site during searches or... View Details
Keywords: by Michael Blanding
- January 2022 (Revised August 2022)
- Case
Hello Heart: The Next Generation of Chronic Disease Management Apps
By: Ariel D. Stern and Danielle Golan
Hello Heart, a hypertension management app debated whether to go deep and cover other heart conditions, or to expand its solution to other chronic conditions. View Details
Keywords: Health; Health Care and Treatment; Information Technology; Mobile and Wireless Technology; Analysis; Business Startups; Transition; Customer Focus and Relationships; Customer Satisfaction; Decision Making; Demographics; Design; Entrepreneurship; Venture Capital; Technological Innovation; Growth and Development Strategy; Product Launch; Product Design; Product Development; Business Strategy; Competitive Strategy; Competitive Advantage; Customization and Personalization; Business Growth and Maturation; Business Model; Strategy; Applications and Software; Health Industry; Technology Industry; Israel; United States
Stern, Ariel D., and Danielle Golan. "Hello Heart: The Next Generation of Chronic Disease Management Apps." Harvard Business School Case 622-061, January 2022. (Revised August 2022.)
- 03 Jun 2015
- What Do You Think?
Is the Time Right for Self-Management?
29 percent, and customer satisfaction scores actually improved when compared to conventionally managed stores. The effort stalled only when the planned strategy was scaled down and Martin's successor halted... View Details
- 01 Mar 2006
- News
The Little Ice-Cream Company That Could
and a culture that values employees above all and empowers them to excel. Unlike its competitors, Dreyer’s has always insisted on delivering ice cream to grocery stores with its own trucks and drivers to ensure product quality. Early on that meant View Details