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  • September 2013
  • Exercise

An Exercise in Designing a Travel Coffee Mug

By: Elie Ofek and Michael Norris
In recent years design has emerged as a critical factor in the success of many new products. This case exercise provides a hands-on way to experience the design process and offers a structured approach for incorporating key considerations that can aid in effective... View Details
Keywords: New Product Development; Innovation; Market Research; Competitive Positioning; Design; Product Development; Consumer Products Industry
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Ofek, Elie, and Michael Norris. "An Exercise in Designing a Travel Coffee Mug." Harvard Business School Exercise 514-042, September 2013.
  • September 2016
  • Case

Designing Performance Metrics at GoDaddy

By: C. Fritz Foley and Michael Lemm
Scott Wagner has recently joined GoDaddy, a leading provider of cloud-based software and services that helped individuals and small businesses establish a web presence, in the dual role of chief operating officer and chief financial officer. One of his first tasks is... View Details
Keywords: Motivation and Incentives; Management Practices and Processes; Performance Evaluation; Compensation and Benefits; Web Services Industry
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Foley, C. Fritz, and Michael Lemm. "Designing Performance Metrics at GoDaddy." Harvard Business School Case 217-004, September 2016.
  • 2013
  • Working Paper

Work Design Drivers of Organizational Learning about Operational Failures: A Laboratory Experiment on Medication Administration

By: Anita L. Tucker
Operational failures persist in hospitals, in part because employees work around them rather than attempt to prevent recurrence. Drawing on a process improvement tool—the Andon cord—we examine three work design components that may foster improvement-oriented behaviors:... View Details
Keywords: Health Care; Process Improvement; Organizational Learning; Behavioral Operations; Prosocial Behavior; Experiments; Organizational Change and Adaptation; Behavior; Performance Improvement; Health Care and Treatment; Business Processes; Health Industry
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Tucker, Anita L. "Work Design Drivers of Organizational Learning about Operational Failures: A Laboratory Experiment on Medication Administration." Harvard Business School Working Paper, No. 13-044, November 2012. (Revised September 2013.)
  • 2007
  • Chapter

Process Management, Technological Innovation, and Organizational Adaptation

By: Mary Benner and M. Tushman
The promise of process management practices is that as organizations focus on variance reduction and increased process control, they will drive both speed and organizational efficiency. However, this promise also accentuates the dark side of process management. These... View Details
Keywords: Competency and Skills; Innovation and Management; Technological Innovation; Management Practices and Processes; Business Processes; Organizational Change and Adaptation; Organizational Design
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Benner, Mary, and M. Tushman. "Process Management, Technological Innovation, and Organizational Adaptation." Chap. 15 in Business Process Transformation, edited by Varun Grover and M. Lynne Markus, 317–326. Advances in Management Information Systems. Irvine, CA: M.E. Sharpe, 2007.
  • January 1991
  • Article

Engines of Progress: Designing and Running Entrepreneurial Vehicles in Established Companies: The New Venture Process at Eastman Kodak, 1983-89

By: R. M. Kanter, L. Richardson, J. North and E. Morgan
Keywords: Design; Entrepreneurship; Business Ventures; Business History; Consumer Products Industry
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Kanter, R. M., L. Richardson, J. North, and E. Morgan. "Engines of Progress: Designing and Running Entrepreneurial Vehicles in Established Companies: The New Venture Process at Eastman Kodak, 1983-89." Journal of Business Venturing 6 (January 1991): 63–82.
  • 2019
  • Working Paper

Design Rules, Volume 2: How Technology Shapes Organizations: Chapter 13 Platform Systems vs. Step Processes—The Value of Options and the Power of Modularity

By: Carliss Y. Baldwin
This is the first chapter in Part 3. Its purpose is to contrast the value structure of platform systems with step processes from a technological perspective. I first review the basic technical architecture of computers and argue that every computer is inherently a... View Details
Keywords: Platform Systems; Step Processes; Computer Architecture; Modularity; Information Technology; Digital Platforms
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Baldwin, Carliss Y. "Design Rules, Volume 2: How Technology Shapes Organizations: Chapter 13 Platform Systems vs. Step Processes—The Value of Options and the Power of Modularity." Harvard Business School Working Paper, No. 19-073, January 2019.
  • 2014
  • Other Teaching and Training Material

Marketing Reading: Sales Force Design and Management

By: Doug J. Chung and Das Narayandas
This Core Curriculum Reading introduces students to (1) the importance of sales force design in implementing organizational strategy, and (2) the role of sales force management in linking structures and processes to behaviors. The material combines theoretical... View Details
Keywords: Sales Budget; Sales Compensation; Sales Cycle; Sales Force Management; Sales Forces; Sales Management; Sales Operations; Sales Organization; Sales Planning; Sales Strategy
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Chung, Doug J., and Das Narayandas. "Marketing Reading: Sales Force Design and Management." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8213, 2014.
  • 20 Dec 2017
  • Lessons from the Classroom

How to Design a Better Customer Experience

Click HereHarvard Business School Professor Stefan Thomke describes how his Executive Education students use LEGO blocks to design customer experiences. (Video by Executive Education) Why do some product or service experiences have enough... View Details
Keywords: by Dina Gerdeman; Health; Entertainment & Recreation
  • Teaching Interest

Design of Field Research Methods (DFRM)

Field research involves collecting original data (qualitative and/or quantitative) in field sites. This course combines informal lecture and discussion with practical exercises to build specific skills for conducting field research in organizations. Readings include... View Details

  • October 2001 (Revised November 2002)
  • Case

Herman Miller (A): Innovation by Design

By: Sandra J. Sucher and Stacy McManus
Gary Van Spronsen, president of Miller SQA, has been asked to leave the thriving subsidiary he helped to reinvent to join Herman Miller's corporate initiative on innovation. Miller SQA has pioneered processes new to the Herman Miller organization, such as... View Details
Keywords: Innovation and Invention; Product Design; Product Development; Supply Chain Management; Business Model; Organizations; Values and Beliefs; Manufacturing Industry; Consumer Products Industry
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Sucher, Sandra J., and Stacy McManus. "Herman Miller (A): Innovation by Design." Harvard Business School Case 602-023, October 2001. (Revised November 2002.)
  • 17 Oct 2013
  • Working Paper Summaries

Sharing Design Rights: A Commons Approach for Developing Infrastructure

Keywords: by Nuno Gil & Carliss Y. Baldwin
  • October 2021 (Revised December 2021)
  • Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
  • April 2003
  • Module Note

Design and Management of Health Care Delivery Processes, The

By: Richard M.J. Bohmer
Discusses the design and management of clinical processes in health care. Presents a framing of the clinical process as a problem-solving process that fundamentally involves learning along two dimensions and at least two levels. The two dimensions are: 1) learning in... View Details
Keywords: Management Analysis, Tools, and Techniques; Service Delivery; Management Practices and Processes; Learning; Health Care and Treatment; Health Industry
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Bohmer, Richard M.J. "Design and Management of Health Care Delivery Processes, The." Harvard Business School Module Note 603-107, April 2003.
  • September 1986 (Revised February 2007)
  • Case

Solagen: Process Improvement in the Manufacture of Gelatin at Kodak

By: Dorothy A. Leonard and Brian DeLacey
Kodak must decide whether to make a major investment in a production facility designed around a new technique for producing the gelatin critical to so many film and paper products. Currently, gelatin making is an arcane art, unchanged in 150 years and heavily dependent... View Details
Keywords: Arts; Buildings and Facilities; Factories, Labs, and Plants; Experience and Expertise; Engineering; Investment; Time Management; Production; Research and Development; Semiconductor Industry
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Leonard, Dorothy A., and Brian DeLacey. "Solagen: Process Improvement in the Manufacture of Gelatin at Kodak." Harvard Business School Case 687-020, September 1986. (Revised February 2007.)
  • 2025
  • Chapter

Critical Choices in Designing a Board: An Overview

By: Suraj Srinivasan and Lynn S. Paine

Board design is never one-size-fits-all. It’s a series of critical choices—each with trade-offs—that can define how a board functions, governs, and delivers strategic value.

That’s the premise of "Critical Choices in Designing a Board," a... View Details

Keywords: Governing and Advisory Boards
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Srinivasan, Suraj, and Lynn S. Paine. "Critical Choices in Designing a Board: An Overview." Chap. 3 in Board Structure and Composition, 17–23. Public Company Series. Caxton Business & Legal, Inc., 2025.
  • 17 Nov 2011
  • Sharpening Your Skills

Sharpening Your Skills: Organizational Design

managers gain influence in their organizations to become strategic decision makers. Key concepts include: Many organizations have functional experts who have deep knowledge but lack influence. They can influence high-level strategic thinking in their organizations by... View Details
Keywords: Re: Ranjay Gulati & Raffaella Sadun
  • 2003
  • Chapter

Designing Sustainability at BMW Group: The Designworks/USA Experience

By: Michael W. Toffel, Natalie Hill and Kellie McElhaney
This case study describes how an industrial design company developed a Sustainability Management System (SMS) standard, designed and implemented an SMS throughout its business, and then became the first company in the world to achieve third-party SMS certification. The... View Details
Keywords: Design; Governance Compliance; Management Practices and Processes; Standards; Environmental Sustainability; United States
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Toffel, Michael W., Natalie Hill, and Kellie McElhaney. "Designing Sustainability at BMW Group: The Designworks/USA Experience." In From Principles to Practice, 57–83. Case Studies Series. Global Compact Office, 2003.
  • March 2010 (Revised February 2011)
  • Case

Cognizant 2.0: Embedding Community and Knowledge Into Work Processes

By: Robert G. Eccles and Thomas H. Davenport
Knowledge management has been a high priority for Cognizant Technology Solutions since its inception since its global delivery model requires the global sharing of knowledge. Its first major tool was called the Knowledge Management Appliance but as Web 2.0 tools came... View Details
Keywords: Knowledge Management; Knowledge Sharing; Knowledge Use and Leverage; Product Development; Service Delivery; Business Processes; Organizational Structure; Cooperation; Information Technology Industry
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Eccles, Robert G., and Thomas H. Davenport. "Cognizant 2.0: Embedding Community and Knowledge Into Work Processes." Harvard Business School Case 410-084, March 2010. (Revised February 2011.)
  • Article

Designing Sustainability at BMW Group: The Designworks/USA Experience

By: Kellie McElhaney, Michael W. Toffel and Natalie Hill
This case study describes how an industrial design company developed a sustainability management system (SMS) standard, designed and implemented an SMS throughout its business, and then became the first company in the world to achieve third-party SMS certification by a... View Details
Keywords: Design; Governance Compliance; Management Practices and Processes; Standards; Environmental Sustainability; Auto Industry; United States
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McElhaney, Kellie, Michael W. Toffel, and Natalie Hill. "Designing Sustainability at BMW Group: The Designworks/USA Experience." Greener Management International: The Journal of Corporate Environmental Strategy and Practice 46 (Summer 2004): 103–116.
  • May 2007 (Revised December 2009)
  • Case

Cradle-to-Cradle Design at Herman Miller: Moving Toward Environmental Sustainability

By: Deishin Lee and Lionel Bony
Herman Miller decided to implement the cradle-to-cradle (C2C) design protocol during the design of its mid-level office chair, Mirra. The C2C protocol was a set of environmentally friendly product development guidelines. View Details
Keywords: Product Design; Production; Supply Chain Management; Business Processes; Environmental Sustainability
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Lee, Deishin, and Lionel Bony. "Cradle-to-Cradle Design at Herman Miller: Moving Toward Environmental Sustainability." Harvard Business School Case 607-003, May 2007. (Revised December 2009.)
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