Publications
Publications
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- All HBS Web
(3,958)
- Faculty Publications (942)
- September 2011 (Revised February 2013)
- Case
Cleveland Clinic: Improving the Patient Experience
By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
- September 2011
- Article
How to Solve the Cost Crisis in Health Care
By: Robert S. Kaplan and Michael E. Porter
Existing health care costing systems have serious flaws that make it impossible to measure costs accurately at the individual patient and medical condition level. This gap has severely limited meaningful cost reduction throughout the system. The paper describes a new... View Details
- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
- August 2011 (Revised August 2012)
- Case
JetBlue Airways: Deicing at Logan Airport
By: Douglas Fearing and Robert S. Huckman
The case explores a deicing capacity expansion decision made by JetBlue at Boston Logan International Airport in the summer of 2010. The need for capacity expansion was driven by significant challenges faced during the previous winter combined with substantial... View Details
- July 2011 (Revised June 2013)
- Case
Foxconn Technology Group (A)
By: Robert G. Eccles, George Serafeim and Beiting Cheng
In 2010, Foxconn Technology Group, the largest and fastest growing multinational company in the Electronic Manufacturing Services (EMS) industry, came under public scrutiny after a string of employee suicides reached the international press. Although the company was... View Details
Keywords: Multinational; Labor Market; Electronic Manufacturing Services; Health ＆ Wellness; Robots; Automation; Social Responsibility; Employee Relationship Management; Leadership; Stocks; Social Issues; Corporate Social Responsibility and Impact; Capital Markets; Supply Chain Management; Safety; Environmental Accounting; Human Capital; Human Resources; Electronics Industry; Manufacturing Industry; China
- July 2011
- Article
Mixed Source
By: Ramon Casadesus-Masanell and Gaston Llanes
We study competitive interaction between a profit-maximizing firm that sells software and complementary services and a free open source competitor. We examine the firm's choice of business model between the proprietary model (where all software modules are... View Details
- 2011
- Working Paper
Non-Audit Services and Financial Reporting Quality: Evidence from 1978-1980
By: Kevin Koh, Shiva Rajgopal and Suraj Srinivasan
We provide evidence for the long-standing concern on auditor conflicts of interest from providing non-audit services (NAS) to audit clients by using rarely explored NAS fee data from 1978 to 1980. Using this earlier setting, we find cross-sectional evidence of improved... View Details
- June 2011
- Case
Shelley Capital and the Hedge Fund Secondary Market
By: Luis Viceira, Elena Corsi and Ruth Dittrich
An advisory company has to decide how to sell their client's hedge fund holdings in the secondary market, and thinks about their future. Shelley Capital was a a European advisory company operating in the hedge fund secondary market, a market that boosted in 2008 with... View Details
Keywords: Insolvency and Bankruptcy; Investment Funds; Marketing Strategy; Financial Crisis; Sales; Leadership Development; Financial Markets; Crisis Management; Business Processes; Risk and Uncertainty; Globalized Economies and Regions; Financial Services Industry; Financial Services Industry; Europe
- June 2011 (Revised January 2013)
- Case
Home Essentials: Building a Global Service Business with Local Operations
By: Lynda M. Applegate, William R. Kerr and David Lane
Chris Exline founded Home Essentials, a furniture rental business targeted toward expatriates, in Singapore but rapidly moved the base of operations to Hong Kong. The company was highly successful in Singapore and Hong Kong and then pursued rapid global expansion.... View Details
- June 2011
- Background Note
It's a Social World
By: Stephen P. Bradley and Nancy Bartlett
Social media had fashioned the lives of individuals and communities by 2010, providing an opportunity and a challenge for companies of all sizes. This note provides background on various social media (e.g. social networks, forums, games and communication services) and... View Details
- May 2011
- Case
Baria Planning Solutions, Inc.: Fixing the Sales Process
By: Steven C. Wheelwright and William Schmidt
Baria Planning Solutions (BPS) is a consulting firm that specializes in using spend analysis to help companies identify savings through reduced procurement costs and improved supplier performance. Management is concerned about the disappointing performance of the sales... View Details
Keywords: Quantitative Analysis; Technology; Operations Management; Product Lines; Manufacturing; Capacity Planning; Production Planning; Production; Management Practices and Processes; Service Operations; Supply Chain Management; Salesforce Management; Planning; Consulting Industry; North and Central America
- May 2011 (Revised March 2012)
- Case
InterfaceRAISE: Sustainability Consulting
By: Michael W. Toffel, Robert G. Eccles and Casey Taylor
InterfaceRAISE is a sustainability management consulting firm created to leverage the capabilities of its parent company Interface Inc., a carpet manufacturer recognized as a global leader in corporate environmental sustainability. This case illustrates the challenges... View Details
Keywords: Problems and Challenges; Integrated Corporate Reporting; Corporate Social Responsibility and Impact; Entrepreneurship; Performance; Environmental Accounting; Profit; Marketing Strategy; Human Resources; Business Model; Leveraged Buyouts; Salesforce Management; Consulting Industry; Manufacturing Industry
- May 2011
- Article
Think Customers Hate Waiting? Not So Fast...
By: Ryan W. Buell and Michael I. Norton
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there's a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The... View Details
- April 2011 (Revised May 2012)
- Case
City Year: The Journey
By: Rosabeth Moss Kanter and James Weber
Throughout its first two decades, City Year, a non-profit organization, was dedicated to recruiting young adults to give a year of public service. It had passed through several growth phases but by 2010 a new challenge, and opportunity, had arisen when City Year and... View Details
- April 2011
- Case
Porcini's Pronto: "Great Italian cuisine without the wait!"
By: James L. Heskett and Richard Luecke
Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Service Industry; Service Industry; Northeastern United States
- 2011
- Working Paper
The Impact of Forward-Looking Metrics on Employee Decision Making
By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan
This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage... View Details
- March 2011
- Case
Semiconductor Manufacturing International Company in 2011
By: Willy Shih and Jia Cheng
When David Wang took over as the CEO of SMIC, he knew that if he was to capitalize on the company's strategic location in the China market, he would have to transform the company mindset and its operating structure from its roots in the manufacturing of DRAMs to the... View Details
- March 2011
- Teaching Note
InnoCentive.com (A) (TN)
By: Karim R. Lakhani
Teaching Note for 608170. View Details
- March 2011
- Teaching Note
TopCoder (A): Developing Software through Crowdsourcing (TN)
By: Karim R. Lakhani and Eric Lonstein
Teaching Note for 610032. View Details
- March 2011
- Case
Insight Communications
By: Rajiv Lal and Natalie Kindred
After undertaking a multi-year, metrics-driven operational and cultural overhaul, in April 2010 Insight Communications was planning the next phase of its development. Insight was a New York-based provider of cable, landline phone, and high-speed Internet service to... View Details