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Show Results For
- All HBS Web
(761)
- People (1)
- News (120)
- Research (545)
- Events (4)
- Multimedia (11)
- Faculty Publications (309)
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- 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
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- 05 Mar 2001
- What Do You Think?
Fine Coupling: Can Human Resource Management Learn from Supply Chain Management?
Summing Up Fine Coupling of People: An Idea Whose Time Has Come? Manufacturers and distributors are succeeding in various approaches — including postponement, computer-aided manufacture, robotics, rapid response, positive tracking, View Details
Keywords: by James Heskett
- 26 Sep 2024
- HBS Case
If a Car Can Drive Itself, Can It Make Life-or-Death Decisions?
What would Aristotle think about self-driving cars? As the abilities of artificial intelligence systems to automate complex tasks accelerate, warnings about the dangers of outsourcing life-and-death decisions to machines are pumping the... View Details
- 16 Jul 2012
- Research & Ideas
Book Excerpt: ‘The Strategist’
Editor's Note: Back in the day, crafting and owning the company strategy was at the forefront of a business leader's priorities. Over the years, though, more and more, the responsibility has tended to be... View Details
Keywords: by Cynthia A. Montgomery
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
of both their consumers and regulators. “Usually, with debt collection, the object is to dial for dollars—collect as much as you can in the first phone call, and then outsource... View Details
- 09 Sep 2008
- First Look
First Look: September 9, 2008
influence the companies being rated. We focus on corporate environmental ratings, the primary purpose of which is to help investors select "socially responsible" and avoid "socially irresponsible" companies. We... View Details
Keywords: Sean Silverthorne
- 15 Oct 2008
- First Look
First Look: October 15, 2008
the company and raises questions around the downstream consequences of global outsourcing strategies. Purchase this case: http://harvardbusinessonline.hbsp.harvard.edu/... View Details
Keywords: Martha Lagace
- 08 Apr 2011
- Research & Ideas
Will the Japan Disaster Remake the Landscape for Green Energy in Asia?
Even before the recent earthquake, tsunami, and nuclear meltdown in Japan, many parts of Asia had already begun investing in "green" energy. But the disaster has certainly upped the urgency of the discussions. “It's driven a lot of people to have a bit of a... View Details
- 14 Feb 2012
- First Look
First Look: February 14
PublicationsTeaming: How Organizations Learn, Innovate, and Compete in the Knowledge Economy Author:Amy C. Edmondson Publication:Jossey-Bass, in press Abstract Continuous improvement, understanding complex systems, View Details
Keywords: Carmen Nobel
- 03 Oct 2012
- What Do You Think?
Can We Bring Back the “Industrial Commons” for Manufacturing?
are many of the same industries in which constant interaction between R&D and manufacturing are most important, industries where the outsourcing of manufacturing to another country can not only prove to... View Details
- 26 Feb 2008
- First Look
First Look: February 26, 2008
co-founders, and outsourcing system development work. The abridged version does not include the introduction and final sections of the full case in order to give casewriting... View Details
Keywords: Martha Lagace
- 25 Sep 2007
- First Look
First Look: September 25, 2007
which had historically been very manual in nature. CEO Juan Villarzu's initial turnaround attempts introduced a customer-centric corporate culture to his ranks, but he was still challenged by how to create an outsourcing strategy given... View Details
Keywords: Martha Lagace
- 28 Oct 2013
- Research & Ideas
Book Excerpt: The Good Struggle: Responsible Leadership in an Unforgiving World
and revisable. Next Right Steps Leaders rely on evolving commitments for three practical reasons. First, they can. Knowledge-based organizations are more flexible than traditional manufacturing firms with dedicated factories, View Details
Keywords: by Joseph L. Badaracco
- 03 Feb 2014
- Research & Ideas
The Tricky Business of Managing Web Advertising Affiliates
management services provided by an affiliate network. (Most merchants use affiliate networks to manage the technical infrastructure of the program, but not necessarily the administrative duties.) There are pros and cons to both internal... View Details
- 11 Jun 2012
- Research & Ideas
When Business Competition Harms Society
Rather than operating its own testing facilities, New York outsources its emissions testing program to the private sector—to service stations, garages, and dealerships—but mandates they charge customers the... View Details
- 08 Jan 2001
- What Do You Think?
Have We Extended the Boundaries of the Firm Too Far?
standards of the Internet and willing to transfer databases to a "rival supplier" in the event of an unsatisfactory relationship (Joshua Doherty), and those maintaining a highly focused in-house... View Details
Keywords: by James Heskett
- 30 May 2019
- What Do You Think?
Is There a Distinctive West Coast Style of Management?
growth. It’s achieved by, among other things, concentrating on nonfinancial as well as financial outcomes, outsourcing and “renting” everything from assets to talent, using information View Details
- 02 Sep 2015
- Research & Ideas
Explaining China's Crash
a number of commodities, in the process benefiting those countries that could supply them. The issue is that we may be reaching the limits to the outsourcing trend. For example, almost 100 percent of textiles in this country are now... View Details
- 01 Jan 2020
- What Do You Think?
Why Not Open America's Doors to All the World’s Talent?
one country, India. Chinese citizens are the next most frequent recipients. The largest recent recipients of the visas have often been American subsidiaries of Infosys and Wipro, Indian-based companies that provide View Details
- 01 Feb 2012
- What Do You Think?
Is Support for Small Business Misplaced?
fact, large global companies to which jobs were formerly outsourced have begun setting up operations in the US and United Kingdom. Is it time to recognize the advantages of bigness when it comes to... View Details
Keywords: by James Heskett