Management Attention - Publications - Faculty & Research

08 Oct 2008
Research & Ideas

Book Excerpt: A Sense of Urgency

took away dozens of a firm's key customers. The crisis could have been anticipated. But because the management believed that only an unexpected burning platform could help push a complacent organization out of its comfort zone, it didn't... View Details

Keywords: by John P. Kotter

08 Aug 2005
Research & Ideas

A Balanced Scorecard Approach To Measure Customer Profitability

The Balanced Scorecard introduced customer metrics into performance management systems. Scorecards feature all manner of wonderful objectives relating to the customer value proposition and customer outcome metrics—for example, market... View Details

Keywords: by Robert S. Kaplan

21 Aug 2017
Lessons from the Classroom

Companies Love Big Data But Lack the Strategy To Use It Effectively

Source: peterhowell Big data has shifted the ground under every business, enough so that many managers are waking up to the fact that they are already behind in developing a smart data strategy. Data has always been important in business,... View Details

Keywords: by Dina Gerdeman

09 Dec 2019
Research & Ideas

Identify Great Customers from Their First Purchase

manage newly acquired customers, for whom there is no historical data—something known in computer science as “the cold-start problem.” “People who bought more products at the first transaction, especially those who did so in stores, were... View Details

Keywords: by Kristen Senz; Retail; Service

27 May 2009
First Look

First Look: May 27, 2009

PublicationsDesigning Care: Aligning the Nature and Management of Health Care Author:Richard Bohmer Publication:Harvard Business Press, 2009 Abstract Today's health-care providers face growing criticism—from policymakers and patients... View Details

Keywords: Martha Lagace

11 Jul 2019
Sharpening Your Skills

Deconstructing 'Customer Experience'

dream come true. But then Amazon's data-driven efficiency met the customer-driven culture at Whole Foods—and the shelves began to empty. How an Order Views Your Company Managers should imagine the customer is watching as their order moves... View Details

Keywords: by Sean Silverthorne; Retail; Service

31 Mar 2011
Research & Ideas

From SpinPop to SpinBrush: Entrepreneurial Lessons from John Osher

told the audience of HBS alumni and Executive Education participants. "He hated having to manage employees, so he built a big company with very few employees." Dr. John's was the third major venture that Osher built from the... View Details

Keywords: by Dennis Fisher; Consumer Products

Web

Negotiation Course Online | HBS Online

a raise to buying a car. I am paying more attention to how my clients perceive the value of my services. I find myself rephrasing their statements to confirm their true needs. Peggy Dau Founder & Managing... View Details

22 Jul 2014
First Look

First Look: July 22

use process mapping and time-driven activity-based costing to measure the costs of treating patients over a complete cycle of care for a specific medical condition. With valid outcome and cost information, managers and clinicians can... View Details

Keywords: Sean Silverthorne

13 Sep 2006
Op-Ed

Rising CEO Pay: What Directors Should Do

Ask any thoughtful corporate board member what they are most concerned about these days, and it is not Sarbanes-Oxley. It is CEO pay. Directors worry because shareholders continue to express outrage, and the media attention to the issue... View Details

Keywords: by Jay W. Lorsch

09 Dec 2008
First Look

First Look: December 9, 2008

economists—had foreseen. The crisis raises questions about how competently financial institutions, such as mutual funds, managed their global capital investments. It raises questions about how effective the International Monetary Fund's... View Details

Keywords: Martha Lagace

31 May 2004
Research & Ideas

How Team Leaders Show Support–or Not

not appropriate for the team member); not providing enough clarity about an assignment; changing assignments or objectives too frequently; giving assignments that conflict with other management instructions); and (3) dealing with problems... View Details

Keywords: by Martha Lagace

19 Aug 2008
First Look

First Look: August 19, 2008

blurring by retailers have generally increased both inventory levels and gross profit dollars across retail segments. Download paper: http://www.hbs.edu/research/pdf/08-078.pdf New Framework for Measuring and Managing Macrofinancial Risk... View Details

Keywords: Sean Silverthorne

30 Jul 2018
Research & Ideas

Why Ethical People Become Unethical Negotiators

without realizing it Bazerman draws on the psychological study of ethical decision-making and applies it to negotiations in his recent Academy of Management Perspectives article, Bounded Ethicality and Ethical Fading in Negotiations:... View Details

Keywords: by Dina Gerdeman

01 Dec 2023
News

Alumni and Faculty Books and Podcasts

Edited by Margie Kelley Alumni Books The World’s Littlest Book on Climate: Ten Facts in Ten Minutes About CO2 By Mike Nelson, Pieter Tans, and Michael Banks (MBA 1983) Independently Published In this updated edition of the world’s smallest book on the world’s biggest... View Details

Keywords: podcasts

10 Nov 2011
HBS Case

HBS Cases: Making Lincoln Center Cool Again

performances—while reaching out to the younger demographic and speaking to them in their own language. "Lincoln Center hadn't been cool for a very long time, but it's cool now," says Grossman, the MBA Class of 1957 Professor of View Details

Keywords: by Kim Girard; Entertainment & Recreation

14 Jan 2008
Research & Ideas

Mapping Polluters, Encouraging Protectors

and interpreting data about industrial environment performance because it brings together information about companies' environmental management, provided voluntarily by managers in real time, with companies' pollution data from the U.S.... View Details

Keywords: by Martha Lagace; Manufacturing; Chemical

15 Jun 2009
Research & Ideas

GM: What Went Wrong and What’s Next

dramatically weakened portfolio of both current and future products. Although much attention has been focused on electric cars, hybrids, and fuel cells, I believe that the key player in the carbon-conscious automobile market of the next... View Details

Keywords: by Staff; Auto

30 Oct 2017
Research & Ideas

Asking Questions Can Get You a Better Job or a Second Date

conversation going and show that the asker has paid attention to what their partner has said” The first two studies in the paper examined more than 600 online chat participants tasked with getting to know each other. A third study... View Details

Keywords: by Rachel Layne

Web

Research - Behavioral Finance & Financial Stability

meaningful externalities in the mutual fund industry due to cash management. A fund family may coordinate the liquidity management efforts of its funds in order to minimize volatility spillovers from fire sales. See Adi's other research... View Details

Publications