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2014
Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett

Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details

Keywords: Service Delivery; Organizational Culture; Performance; Service Industry

2014
Working Paper

Management Practices, Relational Contracts and the Decline of General Motors

By: Susan Helper and Rebecca Henderson

General Motors was once regarded as one of the best managed and most successful firms in the world, but between 1980 and 2009 its share of the US market fell from 62.6 to 19.8 percent, and in 2009 the firm went bankrupt. In this paper we argue that the conventional... View Details

Keywords: Organizational Change and Adaptation; Management Practices and Processes; Organizational Structure; Decision Making; Insolvency and Bankruptcy; Manufacturing Industry; Auto Industry

January 2014 (Revised February 2014)
Teaching Note

Rana Plaza: Workplace Safety In Bangladesh (A) and (B)

By: John A. Quelch and Margaret L. Rodriguez

On April 24, 2013 the Rana Plaza factory building collapsed in Dhaka, the capital of Bangladesh. Over 1,100 people were killed in the worst industrial accident since the Union Carbide plant gas leak in Bhopal, India. Most of the victims worked for garment factories,... View Details

Keywords: Safety; Multinational Firms and Management; Labor Unions; Business and Stakeholder Relations; Working Conditions; Corporate Accountability; Crisis Management; Manufacturing Industry; Apparel and Accessories Industry; Bangladesh

January 2014 (Revised January 2014)
Case

Henry Schein: Doing Well by Doing Good?

By: Rebecca Henderson, Raffaella Sadun, Aldo Sesia and Russell Eisenstat

Henry Schein Inc., a distributor of supplies to dentist, physician, and veterinary practices, had sales approaching $9 billion and employed nearly 16,000 people. The company had experienced impressive growth under the leadership of Stanley Bergman and his executive... View Details

2014
Chapter

Corporate Social Responsibility and Multinational Corporations

By: Nien-he Hsieh and Florian Wettstein

A central question that arises from the perspective of global ethics is what standards ought to apply to the activities of multinational corporations (MNCs). This chapter surveys the contemporary theoretical literature on this question. The first section provides... View Details

Keywords: Multinational Corporation; Multinational Firms and Management; Corporate Social Responsibility and Impact; Standards

December 2013 (Revised May 2021)
Case

Paul Levy: Confronting a 'Corporate Campaign' (A)

By: James K. Sebenius

Hospital CEO Paul Levy confronts an SEIU unionization drive via a "corporate campaign" aimed at undercutting the hospital's relationships with key internal and external constituencies. Having shepherded one of Boston's top teaching hospitals much of the way through a... View Details

Keywords: Dispute Resolution; Corporate Campaign; Negotiating Campaign; Bargaining; Health Care; Hospitals; Unions; Health Care and Treatment; Negotiation; Strategy; Negotiation Process; Labor Unions; Health Industry; Boston

November 2013
Case

GlaxoSmithKline in China (A)

By: John A. Quelch and Margaret L. Rodriguez

Four GlaxoSmithKline employees were accused of bribing Chinese health care workers to prescribe the company's drugs. The accusations brought to light the questionable incentive structures of the Chinese health care system and the pressure on companies to adhere to... View Details

November 2013 (Revised September 2015)
Supplement

GlaxoSmithKline in China (B)

By: John A. Quelch and Margaret L. Rodriguez

In 2013, Chinese investigators detained four GSK employees for allegedly bribing health care staff to sell GSK pharmaceuticals. A month later, GSK's Asia Pacific regional president, Abbas Hussain, said the company would help identify corrupt practices. Two days later,... View Details

November 2013 (Revised August 2023)
Case

'These People are Fiduciaries...'

By: Lena G. Goldberg and Amy W. Schulman

The fiduciary duties of loyalty and care, the corporate opportunity doctrine and the business judgment rule are introduced in the context of three vignettes drawn from decided cases that explore: a classic test of loyalty when one partner elects to take advantage of an... View Details

Keywords: Fiduciaries; Fiduciary Duties; Management Practices and Processes; Ethics; Business Processes

November 2013 (Revised November 2014)
Case

Infection Control at Massachusetts General Hospital

By: Robert S. Huckman and Nikolaos Trichakis

The case explores the challenges facing Massachusetts General Hospital concerning the adoption of a new infection control policy, which promises to improve operational performance, patient safety, and profitability. The new policy requires coordination between... View Details

Keywords: Safety; Organizational Change and Adaptation; Integration; Health Care and Treatment; Policy; Health Industry; Boston

October 2013
Case

FasterCures: Removing Barriers to Treatments

By: Richard G. Hamermesh and James Weber

In mid-2013, as FasterCures celebrated its 10th anniversary as a center of the Milken Institute, Executive Director Margaret Anderson thought about what the organization should do to ensure it had even more impact in its next 10 years. FasterCures was a non-profit... View Details

October 2013
Article

Consulting on the Cusp of Disruption

By: Clayton M. Christensen, Dina Wang and Derek C. M. van Bever

Consulting fundamental business model has not changed in more than 100 years: very smart outsiders go into organizations for a finite period of time and recommend solutions for the most difficult problems confronting their clients. But at traditional... View Details

Keywords: Disruptive Innovation; Consulting Industry

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October 2013
Article

The Strategy That Will Fix Health Care

By: Michael E. Porter and Thomas H. Lee

In health care, the days of business as usual are over. Around the world, every health care system is struggling with rising costs and uneven quality, despite the hard work of well-intentioned, well-trained clinicians. Health care leaders and policy makers have tried... View Details

Keywords: Organizational Change and Adaptation; Strategy; Value; Customer Focus and Relationships; Health Care and Treatment; Health Industry

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September 2013
Case

Boston Children's Hospital: Measuring Patient Costs (Abridged)

By: Robert S. Kaplan

The case describes a pilot project on applying activity-based costing to measure the cost of treating patients. After an overview of Boston Children's Hospital and its local health care market environment, the case presents process maps and financial data relating to... View Details

Keywords: Health Care; Time-Driven Activity-Based Costing; Costing; Hospitals; Activity Based Costing and Management

September 2013
Supplement

John G. Meara, Boston Children's Hospital, Measuring Costs, TDABC

By: Robert S. Kaplan

Keywords: Health Care; Time-Driven Activity-Based Costing; Costing; Hospitals; Activity Based Costing and Management

September 2013 (Revised August 2015)
Background Note

Leadership and Teaming

By: Ethan Bernstein

Small differences in the leadership of teams can have large consequences for the success of their efforts. Many initiatives fail not because of a fatal error in judgment or insufficient ideas, knowledge, motivation, or capabilities to deliver a solution. They fail... View Details

Keywords: Teams; Teaming; Leadership And Managing People; Leadership; Team Effectiveness; Team Performance; Team Design; Team Leadership; Teamwork; Team Process; Team Function; Team Launch; 60/30/10 Rule; Team Boundary; Distribution Of Leadership Authority; Self-Managed Teams; Virtual Teams; Unbounded Teams; Acts Of Leadership; Execution Teams; Decision Making Teams; Creativity Teams; Team Size; Task Design; Team Timeline; Team Roles; Team Representation; Diversity; Team Familiarity; Collective Intelligence; Team Stages Of Development; Team Coaching; Performance Pressure; X-Teams; Team Focus; Interaction; Management Teams; Managerial Roles; Management Systems; Management Style; Management Skills; Management Practices and Processes; Organizational Design; Organizational Structure; Performance Effectiveness; Performance Efficiency; Performance Productivity; Groups and Teams; Networks; Social Psychology; Behavior; Conflict and Resolution; Creativity; Social and Collaborative Networks; Satisfaction; Prejudice and Bias; Power and Influence; Personal Characteristics; Familiarity; Cognition and Thinking; Attitudes; Projects; Organizational Culture; Organizational Change and Adaptation; Leadership Development; Leadership Style; Leading Change; Knowledge Use and Leverage; Knowledge Sharing; Collaborative Innovation and Invention; Innovation and Management; Innovation Leadership; Design; Interpersonal Communication; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Accounting Industry; Asia; North and Central America; South America; Atlantic Ocean; Central Asia; Europe; Latin America; Middle East; Oceania; West Indies

September–October 2013
Article

Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services

By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats

The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details

Keywords: Job Cuts and Outsourcing; Medical Specialties; Health Care and Treatment; Customer Focus and Relationships; Learning; Customer Satisfaction; Health Industry

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2013
Article

Multinational Corporations, Global Justice and Corporate Responsibility: A Question of Purpose

By: Nien-he Hsieh

Do multinational corporations (MNCs) have a responsibility to address unjust conditions—not simply by refraining from contributing to injustice, but also by actively working to bring about a just state of affairs? This paper examines whether this question can be... View Details

Keywords: Multinational Corporations; Global Justice; Corporate Purpose; Corporate Responsibility; Human Needs; Multinational Firms and Management; Corporate Social Responsibility and Impact

September–October 2013
Article

The Role of Organizational Scope and Governance in Strengthening Private Monitoring

By: Lamar Pierce and Michael W. Toffel

Governments and other organizations often outsource activities to achieve cost savings from market competition. Yet such benefits are often accompanied by poor quality resulting from moral hazard, which can be particularly onerous when outsourcing the monitoring and... View Details

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July 2013 (Revised May 2024)
Case

BMVSS: Changing Lives, One Jaipur Limb at a Time

By: Srikant Datar and Saloni Chaturvedi

Bhagwan Mahaveer Viklang Sahayata Samiti (BMVSS) is an Indian not-for-profit organization engaged in assisting differently-abled persons by providing them with the legendary low-cost prosthesis, the Jaipur Foot, and other mobility-assisting devices, free of cost. Known... View Details

Keywords: Nonprofit Organizations; Financial Condition; Health Care and Treatment; Diversity; Philanthropy and Charitable Giving; Growth and Development Strategy; Medical Devices and Supplies Industry; Health Industry; India; Asia

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