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Show Results For
- All HBS Web
(7,696)
- People (9)
- News (1,556)
- Research (5,437)
- Events (17)
- Multimedia (34)
- Faculty Publications (3,755)
- 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.)
- 09 Apr 2018
- Blog Post
Is Business School Right for You?
Dr. Jill Avery is a senior lecturer in the marketing unit at Harvard Business School, an authority on brand management and customer relationship management (CRM), and the... View Details
- 19 Jan 2016
- News
Electric Avenues
Costa Rica showing interest, and diverse, with corporations considering Agora to help manage shareholder and employee communications. “People want to be heard, but they have no channel,” says Sze. “We’re... View Details
Keywords: Dan Morrell
- Web
IT Strategy: HBS IT Website Provides Easier Access to News and Support | Information Technology
expertise from Marketing and Communications as part of the work being done to refresh all HBS websites through the Web Content Management System Program. The new platform brings standardization, consistency, and control for site owners.... View Details
- 01 Jun 1998
- News
How the Ron Brown Award Was Born
leaders established a board that included McKinsey managing partner Rajat K. Gupta (MBA '73), whose firm provided a pro bono study of the issue. "When they realized the extent of our experience in such matters," Cavanagh says, "they asked... View Details
- Web
Collections | Working Knowledge
impact. Social Responsibility and Sustainability Explore insights on social responsibility and sustainability—from climate finance to AI in refugee resettlement and impact investing. Managing the Business Essential insights on credit... View Details
- 28 Oct 2021
- News
The Toxic Effects of Branding Your Workplace a “Family”
- 10 Jun 2013
- Research & Ideas
How Numbers Talk to People
deep statistical analysis, just good data and reporting approaches. It is often encountered in online businesses, where customer clickstreams provide plenty of data-often too much-for analysis. One expert practitioner of the CSI story approach is Joe Megibow, vice... View Details
- 01 Jun 2005
- News
Stephen Fuller Remembered
Soldiers Field, he served for two years as the first president of the Asian Institute of Management in the Philippines and, from 1971 to 1982, as a vice president at General Motors, where he focused on View Details
- 01 Sep 2003
- News
Gregg Petersmeyer
1997, Petersmeyer helped found and, for several years, manage America’s Promise, the national youth-development organization. Currently, in addition to overseeing The Fitzie Foundation, whose education grants have helped scores of young... View Details
- 01 Dec 2002
- News
Wan Heads HBSP
Wan Photo courtesy HBSP “I want Harvard Business School Publishing to succeed as the most authoritative publishing company focused on improving the practice of management and leadership,” says David A. Wan (MBA '81), who took the reins of... View Details
- November 1996
- Case
Del Webb Corporation (B), The
By: Jay W. Lorsch and Samanta Graff
On November 16, 1987, the Del Webb board appointed Phil Dion chairman and CEO. This case outlines the development and implementation of a strategy to focus exclusively on real estate development and to liquidate all other assets. Discusses the appointment of two new... View Details
Keywords: Crisis Management; Management Succession; Strategic Planning; Governing and Advisory Boards; Business and Shareholder Relations; Conflict of Interests; Real Estate Industry
Lorsch, Jay W., and Samanta Graff. "Del Webb Corporation (B), The." Harvard Business School Case 497-017, November 1996.
- January 2024 (Revised June 2024)
- Case
School of Rock: Tuning into Structured Empowerment (A)
By: Tatiana Sandino, Jeffrey Rayport, Samuel Grad and Stacy Straaberg
In summer 2021, School of Rock was a youth-oriented music education company with 291 franchise- and company-owned schools globally. Before CEO Rob Price’s hire in 2017, School of Rock’s nonconformist rock ‘n’ roll culture led to variability in teaching styles,... View Details
Keywords: Business Growth and Maturation; Business Plan; Change Management; Transformation; Communication Strategy; Decisions; Curriculum and Courses; Teaching; Employee Relationship Management; Knowledge Sharing; Leadership Style; Business or Company Management; Growth and Development Strategy; Management Style; Marketing Strategy; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Franchise Ownership; Performance Expectations; Performance Improvement; Strategic Planning; Attitudes; Conflict Management; Corporate Strategy; Applications and Software; Technology Adoption; Education Industry; Music Industry; Massachusetts; United States
Sandino, Tatiana, Jeffrey Rayport, Samuel Grad, and Stacy Straaberg. "School of Rock: Tuning into Structured Empowerment (A)." Harvard Business School Case 124-043, January 2024. (Revised June 2024.)
- June 2005 (Revised March 2007)
- Case
ACHAP (African Comprehensive HIV/AIDS Partnerships): the Merck/Gates Initiative in Botswana
By June 2004, ACHAP, a three-way partnership of The Bill and Melinda Gates Foundation, Merck, and the Botswana government, had committed nearly $60 million of the $100 million toward various AIDS education, prevention, and treatment programs. It was time to evaluate... View Details
Keywords: Business or Company Management; Growth and Development Strategy; Social Marketing; Corporate Social Responsibility and Impact; Performance Evaluation; Business and Government Relations; Partners and Partnerships; Health Industry
Rangan, V. Kasturi. "ACHAP (African Comprehensive HIV/AIDS Partnerships): the Merck/Gates Initiative in Botswana." Harvard Business School Case 505-057, June 2005. (Revised March 2007.)
- 02 Jan 2007
- Research & Ideas
Most Popular Articles of 2006
looks like a "win-win" answer to the scarcity of good managers and the predominance of low-involvement entry-level jobs. But are sufficient numbers of entry-level employees ready for... View Details
Keywords: by Sean Silverthorne
- 01 Dec 2011
- News
At Your Service
competing on; determining how to fund excellence in these areas; designing management systems that help employees to succeed at their jobs; and training their customers. To be a great service company, do you... View Details
- Blog
How the Pandemic Changed Case Development in Latin America
City, the HBS Latin America Research Center (LARC) has enabled the School to expand the volume of in-depth research and course materials that focus on Latin American companies and has helped to strengthen the School’s relationships with... View Details
- 03 Feb 2023
- News
Making Performance Reviews Fairer in a Hybrid Workplace
- 01 Sep 2022
- News
Work-Life Supports That Truly Help Your Organization
- Profile
Sheila Lirio Marcelo
area’s first Asian grocery/restaurants, the seven-year old Marcelo, in flawless English, was put to work answering the phone and taking messages. “I’ve always enjoyed the way business gets conducted and the scrappiness with which my parents View Details