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Publications

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  • April 2025 (Revised April 2025)
  • Case

JPMorganChase: Leadership in the Age of GenAI

By: Iavor I. Bojinov, Karim R. Lakhani and David Lane
This case study examines JPMorgan Chase's (JPMC) journey in adopting and implementing Generative AI (GenAI) following the release of ChatGPT. It outlines JPMC's initial cautious approach focused on data security, followed by strategic investments in internal platforms... View Details
Keywords: Banks and Banking; Governance Controls; Information Technology; AI and Machine Learning; Analytics and Data Science; Cybersecurity; Digital Platforms; Digital Transformation; Information Management; Information Infrastructure; Technology Adoption; Job Cuts and Outsourcing; Knowledge Management; Knowledge Sharing; Leading Change; Growth and Development Strategy; Marketing; Product Development; Performance Improvement; Customization and Personalization; Financial Services Industry; United States
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  • Person Page

Media

Media

This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details

  • 26 May 2009
  • Research & Ideas

Improving Market Research in a Recession

the do-it-yourself approach rather than outsourcing to a market research firm is attractive in a cost-cutting era, but you risk getting no more than what you pay for. The opinions of convenience sample of an enthusiastic online brand... View Details
Keywords: by John Quelch
  • 23 Feb 2009
  • Research & Ideas

Creative Entrepreneurship in a Downturn

luxuries. After all, just because consumers are cutting back doesn't mean that they do not still enjoy products that give them pleasure and entertainment—or even distraction from the difficult times around... View Details
Keywords: by Martha Lagace
  • April 2024 (Revised July 2024)
  • Case

Unleashing Human Magic at Best Buy

By: Leonard A. Schlesinger, Sunil Gupta and Amram Migdal
The case examines the transformation of Best Buy under CEO Hubert Joly's leadership from 2012. Facing significant business challenges, including competition from online and physical retailers, Joly implemented the "Renew Blue" turnaround strategy, which focused on... View Details
Keywords: Change Management; Transformation; Transition; Communication Intention and Meaning; Communication Strategy; Customer Focus and Relationships; Health Care and Treatment; Digital Transformation; Digital Strategy; Job Cuts and Outsourcing; Labor; Leadership Development; Leadership Style; Leading Change; Management Practices and Processes; Management Style; Business or Company Management; Crisis Management; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Failure; Success; Personal Development and Career; Strategic Planning; Adaptation; Competition; Alignment; Business Strategy; Retail Industry; Minneapolis; Minnesota; United States
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  • 01 Nov 2024
  • In Practice

Layoffs Surging in a Strong Economy? Advice for Navigating Uncertain Times

announced staff cuts in reaction to slowing or declining demand. US government data from October suggests that employers remain cautious, adding just 12,000 new positions in the month as unemployment remained steady at 4.1 percent, edging... View Details
Keywords: by Rachel Layne; Technology; Information Technology
  • 01 Mar 2011
  • News

Making Their Way

Michael Ward (MBA ’76) grew up in blue-collar Baltimore. As a kid, he racked balls and collected customers’ money at Club Ritchie Billiards, his father’s pool hall; when he was older, he took summer jobs in... View Details
Keywords: Garry Emmons; Electrical Equipment, Appliance, and Component Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing
  • 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
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  • 22 May 2007
  • First Look

First Look: May 22, 2007

formal models and theory can account for important aspects of software design evolution in large-scale systems. Download the paper: http://www.hbs.edu/research/pdf/07-081.pdf From Outsourcing to Global... View Details
Keywords: Martha Lagace
  • 14 May 2013
  • Blog Post

“What does it take for us to support our beliefs?” – Johnny Bowman

effective actions to push for significant reforms for a host of reasons. Some of these reasons are insurmountable, but many are not. With this problem in mind I quit my previous job to learn how to code full-time View Details
Keywords: Technology
  • 10 Feb 2003
  • Research & Ideas

Women at Work

a part-time, off-career job in HR for one year. Then, if and when things were under control, she could come back and see clients again. Kara Gruver Though it seemed like a step... View Details
Keywords: by Wendy Guild
  • 19 Jan 2010
  • Sharpening Your Skills

Sharpening Your Skills: Managing the Economic Crisis

companies lose when they cut corporate giving? How Do I Lead In A Crisis? 7 Lessons for Navigating the Storm Leading in crisis requires a combination of skills and behaviors—personal View Details
Keywords: by Staff
  • 02 Feb 2010
  • First Look

First Look: Feb. 2

increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, View Details
Keywords: Martha Lagace
  • 27 Apr 2009
  • Research & Ideas

Building Businesses in Turbulent Times

crisis as a disrupter to the status quo and look for areas of pain. In fact, cost cutting and restructuring are simply the first steps in repositioning View Details
Keywords: by Staff
  • 14 Jul 2003
  • Research & Ideas

Keeping Your Balance With Customers

acquisition as the biggest challenge. But lacking a CM strategy and able to respond to only short-term financial pressures, most organizations do an inadequate job of selection, retention, View Details
Keywords: by Robert S. Kaplan & David P. Norton
  • November 2017
  • Teaching Note

Reinventing Best Buy

By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 716-455. On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales.... View Details
Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-Commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; Delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth and Maturation; Business Model; For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Business History; Cost; Selection and Staffing; Reports; Technological Innovation; Job Cuts and Outsourcing; Human Capital; Leading Change; Business or Company Management; Goals and Objectives; Growth and Development; Growth and Development Strategy; Management Teams; Brands and Branding; Product Marketing; Consumer Behavior; Demand and Consumers; Media; Distribution; Order Taking and Fulfillment; Distribution Channels; Infrastructure; Product; Service Delivery; Service Operations; Organizational Change and Adaptation; Public Ownership; Problems and Challenges; Programs; Groups and Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Technology; Hardware; Information Technology; Internet; Mobile Technology; Online Technology; Search Technology; Software; Web; Web Sites; Wireless Technology; Resource Allocation; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Entertainment and Recreation Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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  • 01 Jun 2012
  • News

What Industrial Policy?

"Taxation, meet Representation." Following up on his pledge to provide greater support for manufacturing, President Obama has announced a proposal to cut the effective tax rate for manufacturers to 25 percent. A number of economists... View Details
Keywords: Gary P. Pisano; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools
  • 30 Oct 2012
  • First Look

First Look: October 30

Michael W. Toffel Publication:Organization Science (forthcoming) Abstract Governments and other organizations often outsource activities to achieve cost savings from market competition. Yet such benefits are... View Details
Keywords: Sean Silverthorne
  • 25 Nov 2014
  • First Look

First Look: November 25

issues surrounding short-term versus long-term investment payoffs, the proportion of the portfolio that should be allocated to venture capital, and the most appropriate investment form-direct investing in entrepreneurial startups, later... View Details
Keywords: Carmen Nobel
  • 31 Mar 2009
  • First Look

First Look: March 31, 2009

and Sugata Roychowdhury Abstract We examine the accrual choices of outsourcing firms with links to U.S. congressional candidates during the 2004 elections, when corporate View Details
Keywords: Martha Lagace