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  • 11 Jan 2000
  • Research & Ideas

Calling All Managers: How to Build a Better Call Center

how each element relates to overall service delivery. Among the key findings of the study were: Successful service delivery is vital for retaining customers View Details
Keywords: by Martha Lagace; Service; Service

    Dutch Leonard

    Herman B. ("Dutch") Leonard is Eliot I. Snider and Family Professor of Business Administration at the Harvard Business School and the George F. Baker, Jr. Professor of Public Sector Management at Harvard University's John F. Kennedy School of Government. In... View Details

    Keywords: education industry; federal government; health care; nonprofit industry; state government

      Ranjay Gulati

      Ranjay Gulati is the Paul R. Lawrence MBA Class of 1942 Professor of Business Administration and the former Unit Head of the Organizational Behavior Unit at Harvard Business School. He is an expert on leadership, strategy, and organizational issues... View Details

      Keywords: computer; computer; computer; computer; computer; computer; computer; computer
      • 05 Aug 2008
      • First Look

      First Look: August 5, 2008

      Authors:Sharon Horsky, Steven C. Michael, and Alvin J. Silk Abstract The common perception appears to be that vertical integration of advertising services is more the exception than the rule in the U.S.... View Details
      Keywords: Martha Lagace
      • October 2018
      • Case

      Shield AI

      By: Mitchell Weiss and A.J. Steinlage
      Shield AI’s quadcopter – with no pilot and no flight plan – could clear a building and outpace human warfighters by almost five minutes. This was not to say that it was better than the warfighters or would replace their jobs, but it was evidence that autonomous robots... View Details
      Keywords: Public Entrepreneurship; Artificial Intelligence; AI; Entrepreneurial Sales; Government; Defense; Shield AI; Brandon Tseng; Ryan Tseng; Andrew Reiter; Robots; Robotics; UAV; UAVs; Government Sales; Entrepreneurship; Public Sector; Sales; Government Administration; National Security; Business and Government Relations; AI and Machine Learning; Technology Industry; United States
      Related
      • 16 Jan 2014
      • Research & Ideas

      Resolving Patent Disputes that Impede Innovation

      for demanding "excessive" licensing royalties for SEPs related to Wi-Fi and video compression. Samsung, Apple, Nokia, and Ericsson also have been involved in major... View Details
      Keywords: by Carmen Nobel; Legal Services; Legal Services
      • Research Summary

      Overview

      Inside the State: Bureaucratic Norms and Primary Education in Rural India (Book manuscript in progress)

      When and how do poor democracies implement primary education effectively? India has earned accolades for its robust democracy. Yet the state’s historic... View Details
      Keywords: Education Reform; Bureaucracy; Policy Implementation; India

        Vikram Gandhi

        Vikram S. Gandhi is the Gerald P. Kaminsky Senior Lecturer of Business Administration in the General Management Unit. He has developed and teaches two new courses in the Elective Curriculum of the MBA Program. The first is a finance and investing course, Sustainable... View Details

        Keywords: financial services
        • February 2003 (Revised May 2008)
        • Case

        AFP Provida

        By: Michael E. Porter, Arturo L. Condo and Andrea Prado
        Describes the evolution of AFP Provida, one of the early entrants into the Chilean pension fund system established in 1981. By 1999, AFP Provida was not only the largest pension fund administrator in Chile, but also the largest in Latin America in terms of number of... View Details
        Keywords: Developing Countries and Economies; Globalized Firms and Management; Industry Clusters; Competitive Advantage; Expansion; Financial Services Industry; Chile
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          Karim R. Lakhani

          Karim R. Lakhani is the Dorothy & Michael Hintze Professor of Business Administration at the Harvard Business School. He specializes in technology management, innovation, digital transformation and artificial... View Details

          Keywords: computer; computer; computer; computer; computer; computer; computer; computer; computer; computer
          • 24 Apr 2012
          • First Look

          First Look: April 24

          would not be achieved even if the product offered a payout ratio comparable to U.S. insurance contracts. We present evidence suggesting that lack of trust, liquidity constraints, and limited salience are significant non-price frictions... View Details
          Keywords: Carmen Nobel
          • Research Summary

          Overview

          The Information Age has introduced well recieved opportunities to track performance. Fitbits and Fuelbands show individuals their own performance; service companies including Uber and leading hospitals help pick from drivers or doctors based on how others rate them;... View Details
          Keywords: Management Accounting; Performance Measurement; Incentives; Control; Healthcare Industry; Education; Education Industry; Health Industry; Transportation Industry; Energy Industry; Auto Industry; United States; Japan; India
          • 16 Nov 2010
          • Lessons from the Classroom

          Data.gov: Matching Government Data with Rapid Innovation

          experience similar pressure from an executive directive in any industry, he said. "We have to face tradeoffs when we design and execute. There are different ways to approach the same problem," he... View Details
          Keywords: by Martha Lagace; Technology
          • Article

          Social Technology: An Interdisciplinary Approach to Improving Care for Older Adults

          By: Arthur Kleinman, Hongtu Chen, Sue E. Levkoff, Ann Forsyth, David E. Bloom, Winnie Yip, Tarun Khanna, Conor J. Walsh, David Perry, Ellen W. Seely, Anne S. Kleinman, Yan Zhang, Yuan Wang, Jun Jing, Tianshu Pan, Ning An, Zhenggang Bai, Jiexiu Wang, Qing Liu and Fawwaz Habbal
          Population aging is a defining demographic reality of our era. It is associated with an increase in the societal burden of delivering care to older adults with chronic conditions or frailty. How to integrate global population aging and technology development to help... View Details
          Keywords: Health Care and Treatment; Age; Service Delivery; Information Technology; Collaborative Innovation and Invention
          Related
          • December 2019 (Revised January 2021)
          • Supplement

          The Leveraged Buyout of TXU: (B) Energy Future Holdings

          By: Trevor Fetter, Erik Snowberg and Rebecca M. Henderson
          This case is designed to support a lively discussion about the relative merits of shareholder vs. stakeholder perspectives in the context of a company that provides a vital public service that has important environmental implications. The 2007 purchase of TXU, the... View Details
          Keywords: Leveraged Buyouts; Transformation; Insolvency and Bankruptcy; Environmental Sustainability; Business and Shareholder Relations; Business and Stakeholder Relations; Energy Generation; Utilities Industry; Energy Industry; Texas
          Related
          • 22 Dec 2015
          • First Look

          December 22, 2015

          Ann Leamon Abstract—In the past two decades, patents of inventions related to financial services ("finance patents"), as well as litigation around these patents, have surged. One of the repeated... View Details
          Keywords: Carmen Nobel
          • Research Summary

          Overview

          By: Antonio Moreno
          One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be... View Details
          Keywords: Omnichannel; Omni-channel; Omnichannel Retail; Omnichannel Retailing; Retail; Customer Value and Value Chain; Information Management; Technological Innovation; Distribution; Distribution Channels; Logistics; Product; Product Design; Service Delivery; Supply Chain; Supply Chain Management; Information Technology; Internet; Online Technology; Technology Adoption; Technology Platform; Service Industry; Service Industry; Service Industry; Europe; Spain; Latin America
          • 19 Nov 2019
          • Op-Ed

          Gender Bias Complaints against Apple Card Signal a Dark Side to Fintech

          In late August, the Apple Card debuted with a minimalist look and completely “no fee” model, creating a frenzy of anticipation. Millions signed up to be alerted for the release. Designed to boost traffic to... View Details
          Keywords: by Karen G. Mills; Financial Services
          • 25 Jul 2005
          • Research & Ideas

          An Organization Your Customers Understand

          its administrative heritage; also, the "fit" or alignment among important organization design elements such as structure, business systems, staffing, rewards, and tasks.1 In other words, the... View Details
          Keywords: by Robert Simons
          • 28 Mar 2018
          • Research & Ideas

          Sophisticated Investors May Be Harming Fintech Lending Platforms

          must address a major design problem: Sophisticated investors have been gaming the system by applying specialized screening tools to scoop up the choicest loans with the lowest default rates, leaving less... View Details
          Keywords: by Dina Gerdeman; Financial Services; Financial Services