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  • April 2017
  • Case

Global Leadership in a Dynamic and Evolving Region: Molinas @ The Coca-Cola Company (A)

By: Tsedal Neeley and Esel Çekin
Galya Frayman Molinas, President of Coca-Cola's Turkish business and a 20-year company veteran, is unexpectedly asked to take the helm of a newly expanded territory with operations across eight additional countries in Central Asia: Armenia, Azerbaijan, Georgia,... View Details
Keywords: Functions; Structure; Centralization; Decentralization; Diversity; Country Of Origin Effects; Global Contextual Intelligence; Leading Change; Crisis Management; Organizational Structure; Experience and Expertise; Situation or Environment; Central Asia; Turkey
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  • March 2014
  • Article

Delivering High-quality Cancer Care: The Critical Role of Quality Measurement

By: Tracy Spinks, Patricia Ganz, George Sledge, Laura Levit, James Hayman, Timothy Eberlein and Thomas W. Feeley

In 1999, the Institute of Medicine (IOM) published Ensuring Quality Cancer Care, an influential report that described an ideal cancer care system and issued ten recommendations to address pervasive gaps in the understanding and delivery of quality cancer... View Details

Keywords: Health Care Quality; Health Care and Treatment; Quality; Measurement and Metrics; Health Industry; North America
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  • April 2014
  • Supplement

Ingrid Johnson: Reflections on Leading Change

By: Michael Tushman
This case discusses the issue of leading change at the business banking division of Nedbank, a prominent South African bank, between 2005 and 2009. (This timeframe, beginning just 11 years after Apartheid's end, covers Ingrid Johnson's leadership of this division... View Details
Keywords: Leading Change; Restructuring; Personal Development and Career; Commercial Banking; Banking Industry; South Africa
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  • 2013
  • Working Paper

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

By: Claire Senot, Aravind Chandrasekaran, Peter T. Ward and Anita L. Tucker
The quality of operational processes is an important driver of performance in hospitals. In particular, processes that reliably deliver both evidence-based and patient-centered care, which we call conformance and experiential quality, respectively, have been argued to... View Details
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Service Operations; Health Care and Treatment; Performance; Outcome or Result; Health Industry
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  • 2013
  • Working Paper

Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?

By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details
Keywords: Customer Engagement; Adoption Routes; Hidden Markov Models; Search; Word-of-Mouth; Digital Media; Customer Relationship Management; Internet and the Web; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry
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  • May 2013
  • Supplement

Transport Corporation of India (B): Choosing the Right Candidate

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India
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  • December 2012 (Revised July 2013)
  • Case

The “Chongqing Model” and the Future of China

By: Meg Rithmire
Since opening to the global economy in 1979, but especially since entering the WTO in 2001, China's economy grew at rates around 10% annually by attracting FDI and promoting exports. After the financial crisis that began in 2008 and depressed demand in the United... View Details
Keywords: China; Public Sector; Private Sector; Developing Countries and Economies; Macroeconomics; Public Administration Industry; China
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  • August 2000
  • Case

Developing Nurse Practitioners at the College of St. Catherine

By: Clayton M. Christensen and Sarah S. Khetani
Margaret McLaughlin has just begun her new appointment as the Dean of Health Professions at the College of St. Catherine in Minneapolis/St. Paul, Minnesota. As an education leader, her charge is to develop Minnesota's health care workforce for the future. She is... View Details
Keywords: Trends; Debates; Decision Choices and Conditions; Higher Education; Teaching; Growth and Development; Technological Innovation; Leading Change; Goals and Objectives; Value Creation; Health Industry
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    A New Approach to Building Your Personal Brand

    For better or worse, in today's world everyone is a brand. Whether you're applying for a job, asking for a promotion, or writing a dating profile, your success will depend on getting others to recognize your value. So, you need to get comfortable marketing yourself. In... View Details
    • 23 Nov 2020
    • Research & Ideas

    COVID Was Supposed to Increase Bankruptcies. Instead, They've Gone Down.

    potentially shuts out consumers and small businesses when they need debt relief the most. Another could be difficulty in accessing the court system itself as the pandemic worsened and most courts moved proceedings online as a public... View Details
    Keywords: by Rachel Layne
    • 28 Aug 2018
    • First Look

    New Research and Ideas, August 28, 2018

    the West will fail. To succeed, they need to build trust within the existing structures—and this book shows how it's done Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=53925 in press Proceedings of the National Academy... View Details
    Keywords: Dina Gerdeman
    • 20 Apr 2023
    • News

    On the Move: Anand Kini (MBA 1997)

    initiatives. What’s your morning, pre-work routine? I have to start the day off with some kind of exercise—whether that’s going for a run or getting on the Peloton. It helps set my body and mind in the right place. I then use the train ride into work as an opportunity... View Details
    • 19 Aug 2021
    • Op-Ed

    Don't Ignore Your Employees' Misery—TAKE Control

    officers—some of the military’s most senior leaders—sometimes assume that great officers leave the military for the private sector because they want to make more money. In reality, some of those officers move on because their needs have... View Details
    Keywords: by Hise O. Gibson and MaShon Wilson
    • 02 Aug 2021
    • Research & Ideas

    What If Closing the Wage Gap Means Everyone Earns Less?

    to disclose salary ranges. But Cullen’s research suggests these companies don’t need to fear transparency. Real, mandated disclosure—coming from laws that protect workers and bind companies to the rules—benefits corporations that hold up... View Details
    Keywords: by Avery Forman
    • 20 Oct 2011
    • Research & Ideas

    Getting the Marketing Mix Right

    Businesses rely on solid marketing strategies to boost sales—yet the tools used to evaluate these strategies often provide misleading results, leaving managers with the inability to accurately measure how they can get the best bang for their marketing buck. “Companies... View Details
    Keywords: by Dina Gerdeman
    • 04 May 2021
    • Blog Post

    Asian American Pacific Islander Heritage Month at HBS

    history of prejudice that these attitudes stem from. But he also demonstrated the U.S.’s ongoing need for purposeful and inclusive leadership, and I hope to spend my career defending individual liberties and creating warm, empathetic... View Details
    • 12 Oct 2022
    • Research & Ideas

    When Design Enables Discrimination: Learning from Anti-Asian Bias on Airbnb

    post-doctoral researcher at the Université Paris-Dauphine, and Michelangelo Rossi, assistant professor at Télécom Paris. In a political environment where racial injustice draws plenty of attention from all sides, companies that want to lead on the issue View Details
    Keywords: by Pamela Reynolds; Technology; Travel
    • 01 Mar 2008
    • News

    THE 6 MYTHS OF CREATIVITY

    hangover — when people were working under great pressure, their creativity went down on that day and the next two days as well. Time pressure stifles creativity because people can’t deeply engage with the problem. Generally, creativity requires an incubation period;... View Details
    Keywords: Arts, Sports, Language, Driving, and Other Schools; Educational Services; Management
    • 24 Nov 2003
    • Research & Ideas

    Boards and Corporate Governance: A Balanced Scorecard Approach

    Board Scorecard, and the Executive Scorecard. These Scorecards clarify goals, priorities, processes, and ownership, and define the linkages between desired financial results and the actions needed to achieve them. Context Professor Palepu... View Details
    Keywords: Re: Robert S. Kaplan & Krishna G. Palepu
    • 15 Oct 2007
    • Research & Ideas

    Businesses Beware: The World Is Not Flat

    achieved profitability—Canada, Mexico, and the United Kingdom—are the ones culturally, administratively, and geographically closest to the United States. The point is not that Wal-Mart shouldn't have ventured into more distant markets, but rather, that it View Details
    Keywords: by Martha Lagace