Managing Data Scientists - Publications - Faculty & Research - Harvard Business School

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Article

Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

By: Santiago Gallino and Antonio Moreno

Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details

Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry

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2014
Working Paper

The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay

By: Hummy Song, Anita L. Tucker and Karen L. Murrell

We conduct an empirical investigation of the impact of queue management on patients' average wait time and length of stay (LOS). Using an Emergency Department's (ED) patient-level data from 2007 to 2010, we find that patients' average wait time and LOS are longer when... View Details

Keywords: Pooling; Queue Management; Strategic Servers; Social Loafing; Empirical Operations; Health Care; Fairness; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry

October 2014 (Revised June 2016)
Case

MasterCard: Driving Financial Inclusion

By: Sunil Gupta, Rajiv Lal and Natalie Kindred

MasterCard CEO Ajay Banga was investing significant time and attention to increase financial inclusion among individuals with historically no access to banking or financial services in countries around the world with large underserved populations. The effort included... View Details

Keywords: Marketing; Financial Services; Financial And Social Return; Financial Inclusion; Strategic Management; South Africa; Nigeria; Ajay Banga; Marketing Strategy; Social Marketing; Financial Services Industry; Banking Industry; South Africa; Nigeria

February 2022
Case

Cleveland Clinic Abu Dhabi

By: Linda A. Hill and Emily Tedards

In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By... View Details

Keywords: Organizational Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates

October 2021
Article

Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

By: Nicolas Padilla and Eva Ascarza

The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details

Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Programs; Consumer Behavior; Analysis

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June 2011 (Revised February 2024)
Background Note

Carbon Footprints: Methods and Calculations

By: Michael W. Toffel, Stephanie van Sice and Kelsey Carter

Describes methods to calculate the carbon footprint (greenhouse gas emissions) of an organization's operations and supply chain, and a product or service. Illustrates concepts with examples of calculating the carbon footprint of organizations and products. Provides... View Details

Keywords: Measurement; Climate Change; Climate Impact; Carbon Accounting; Carbon Footprint; Carbon Emissions; Sustainability; Environmental Management; Operations; Supply Chain; Pollutants; Measurement and Metrics; Environmental Sustainability

2020
Working Paper

Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

By: Eva Ascarza

The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details

Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Customer Value and Value Chain; Consumer Behavior; Analytics and Data Science; Mathematical Methods; Retail Industry

January 2024 (Revised February 2024)
Technical Note

Computer Science for Strategists

By: Andy Wu and Matt Higgins

Two of the most important computer science principles in the technology industry are abstraction and platformization. Our aim with this note is to explain these concepts in an approachable way that brings managers and computer scientists a little closer together. View Details

Keywords: Strategist; Computer Science; Strategy; Management Practices and Processes

15 Dec 2017
News

Patient-Powered Precision

June 2023
Case

Investing in the Climate Transition at Neuberger Berman

By: George Serafeim and Benjamin Maletta

By mid-2023, Neuberger Berman (NB), an active asset manager, had grown its assets under management to about half a trillion dollars and took pride in its client centricity and innovative spirit. Responding to client demand for investment products that integrated... View Details

March 2019 (Revised July 2020)
Case

MoviePass: The 'Get Big Fast' Strategy

By: Benjamin C. Esty and Daniel W. Fisher

In August 2017, MoviePass dramatically lowered its subscription price from $50 per month to just $10 for up to one movie per day. The idea was to rapidly scale the business to the point where they could generate incremental revenue streams from related businesses... View Details

Keywords: Market Entry; Growth Strategy; Profit Vs. Growth; Subscription Business; Cash Burn; Data Analytics; Get-big-fast; Buyer Power; Strategy Implementation; Movie Industry; Racing; Entrepreneurship; Market Entry and Exit; Growth and Development Strategy; Business Strategy; Value Creation; Disruption; Motion Pictures and Video Industry; United States

01 Dec 2022
News

Action Plan: To the Letter

Chacko says, is the iTunes of fonts. And as with Apple, Monotype’s decision to embrace this model is changing the way users discover, prototype, and manage fonts. Monotype is expanding globally, adding to its range of typefaces and to its... View Details

Keywords: April White; design; typography; change management; leadership; Special Design Services; Professional Services

Spring 2021
Article

Corporate Resilience and Response During COVID-19

By: Alex Cheema-Fox, Bridget LaPerla, George Serafeim and Hui (Stacie) Wang

The coronavirus pandemic caused a sharp market decline while raising heterogeneous responses across companies related to their employees, supply chain, and repurposing of operations to provide needed products and services. We study whether during the 2020 COVID-19... View Details

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Katherine Wang

Katherine is a doctoral student in the Business Economics program. She is interested in labor, public, and development economics with a focus on issues of gender and gender-based violence. Prior to joining HBS, Katherine led field experiments as a data scientist on the... View Details

2013
Tool

Harvard Business Review's Go to Market Tools: Customer Lifetime Value

By: Thomas Steenburgh and Jill Avery

How much are your customers worth? Has your marketing budget been slashed? Need to figure out the best place to invest your time and effort to reach your growth target? HBR's Go to Market Tool helps calculate your customer's lifetime value, allowing you to prioritize... View Details

Keywords: Quantitative Analysis; Tools; Customer Lifetime Value; Customer Defection; CRM; Customer Relationship Management; Marketing; Marketing Strategy; Customer Focus and Relationships

Teaching Interest

Overview

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations

Third Quarter 2018
Article

Why and How Investors Use ESG Information: Evidence from a Global Survey

By: Amir Amel-Zadeh and George Serafeim

Using survey data from a sample of senior investment professionals from mainstream (i.e., not SRI funds) investment organizations, we provide insights into why and how investors use reported environmental, social, and governance (ESG) information. Relevance to... View Details

Keywords: ESG; ESG (Environmental, Social, Governance) Performance; Sustainability; Investment Management; Investment Strategy; Metrics; Standard Setting; Accounting Standards; Finance; Investment; Information; Environmental Sustainability; Governance; Performance Effectiveness; Strategy

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October 2016 (Revised February 2019)
Module Note

Strategy Execution Module 5: Building a Profit Plan

By: Robert Simons

This module reading describes how to build a profit plan to reflect the strategy of a business in economic terms. After introducing the profit wheel, cash wheel, and ROE wheel, the module illustrates how to use a profit plan to assess the viability of different... View Details

Keywords: Management Control Systems; Implementing Strategy; Execution; Profit Planning; Cash Flow Analysis; Asset Utilization; Return On Equity; Business Planning; Testing Strategy; Analyzing Strategic Alternative; Strategy; Asset Management; Cash Flow; Investment Return; Management Systems; Profit

05 Sep 2006
First Look

First Look: September 5, 2006

Eisenmann Periodical:Strategic Management Journal (forthcoming) Abstract To exploit first-mover advantages, pioneers may be motivated to amass customers before rivals enter the market. Likewise, when they enjoy increasing returns due to... View Details

Keywords: Sean Silverthorne

September–October 2020
Article

Social-Impact Efforts That Create Real Value

By: George Serafeim

Until the mid-2010s few investors paid attention to environmental, social, and governance (ESG) data—information about companies’ carbon footprints, labor policies, board makeup, and so forth. Today the data is widely used by investors. How can organizations create... View Details

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