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(4,534)
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- August 1988 (Revised September 1988)
- Case
Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service
Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service. View Details
Keywords: Management Practices and Processes; Performance Productivity; Performance Improvement; Performance Evaluation; Service Industry; United States
Hart, Christopher. "Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service." Harvard Business School Case 689-022, August 1988. (Revised September 1988.)
- July – August 2011
- Article
Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units
By: I. M. Nembhard and A. L. Tucker
Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details
Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry
Nembhard, I. M., and A. L. Tucker. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units." Organization Science 22, no. 4 (July–August 2011): 907–922.
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Tracy Palandjian Archives | Social Enterprise
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Randy Haykin Archives | Social Enterprise
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Lily Fu Archives | Social Enterprise
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Ketty Lie Archives | Social Enterprise
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Henry Tsai Archives | Social Enterprise
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Francie Alexandre Archives | Social Enterprise
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Sana Mojarradi Archives | Social Enterprise
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Christy Chin Archives | Social Enterprise
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Alex Thinath Archives | Social Enterprise
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Rhonda Haynes Archives | Social Enterprise
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Martin Aares Archives | Social Enterprise
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Mark Contreras Archives | Social Enterprise
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Henry Motte-Muñoz Archives | Social Enterprise
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Furman Haynes Archives | Social Enterprise
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