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Show Results For
- All HBS Web
(3,452)
- People (10)
- News (760)
- Research (2,178)
- Events (22)
- Multimedia (36)
- Faculty Publications (1,241)
- February 1994 (Revised May 1995)
- Case
Metallgesellschaft AG
By: David F. Hawkins and Guy J. Weyns
Metallgesellschaft AG is a commodity and engineering conglomerate based in Frankfurt am Main, Germany. Metallgesellschaft Corp., a New York based subsidiary of the group, has made oil trading and hedging errors that could drive the group into insolvency. The impact of... View Details
Keywords: Accounting Audits; Business Conglomerates; Forecasting and Prediction; Trade; Non-Renewable Energy
Hawkins, David F., and Guy J. Weyns. "Metallgesellschaft AG." Harvard Business School Case 194-097, February 1994. (Revised May 1995.)
- July 2001 (Revised December 2001)
- Case
WeServeHomes.com
ServiceMaster, a Fortune 500 supplier of home services such as Terminex, Trugreen (lawn care), and MerryMaids, has a 50% interest in an Internet start-up designed to attract new customers to its services and help service providers improve quality and lower costs.... View Details
Keywords: Organizational Change and Adaptation; Internet and the Web; Information Technology; Service Operations; Service Delivery; Service Industry
Hallowell, Roger H., and David Kiron. "WeServeHomes.com." Harvard Business School Case 802-004, July 2001. (Revised December 2001.)
- Research Summary
Intangible Resources
Getting Known by the Company you Keep: Publicizing the Qualifications and Associations of Skilled Employees to Indicate Producer Quality (with Peter Roberts) Under second review at Industrial and Corporate Change.
In a second paper with Peter Roberts (Emory... View Details
- March 2014
- Editorial
Limits on Use of Health Economic Assessments for Rare Diseases
By: Hanna I. Hyry, Ariel Dora Stern, Jonathan CP Roos and Timothy M. Cox
Funding of expensive treatments for rare ('orphan') diseases is contentious. These agents fare poorly on 'efficiency' or health economic measures, such as the QALY, because of high cost and frequently poor gains in quality of life and survival. We show that... View Details
Hyry, Hanna I., Ariel Dora Stern, Jonathan CP Roos, and Timothy M. Cox. "Limits on Use of Health Economic Assessments for Rare Diseases." hcu016. QJM: An International Journal of Medicine 107, no. 3 (March 2014): 241–245.
- June 2012
- Case
Aman Resorts (Abridged)
By: Eugene Soltes and Aldo Sesia
This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details
Keywords: Global Business; Management Skills; Performance Appraisals; Customer Service; Incentives; Hospitality; Globalized Firms and Management; Business Model; Employees; Service Delivery; Customer Focus and Relationships; Business Strategy; Accommodations Industry
Soltes, Eugene, and Aldo Sesia. "Aman Resorts (Abridged)." Harvard Business School Case 112-100, June 2012.
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
- 03 Oct 2013
- News
Study: Rankings Affect Student Applications
- 22 Feb 2011
- News
Harvard professor inspires management executives in Pune
- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.
- January 2003
- Background Note
Institutions for Collaboration: Overview
Provides an overview of the wide variety of organizations other than firms, government ministries and regulatory agencies, and universities that may have significant effects on competitiveness. These intermediary entities, referred to as institutions for collaboration... View Details
Porter, Michael E., and Willis M. Emmons III. "Institutions for Collaboration: Overview." Harvard Business School Background Note 703-436, January 2003.
- 06 Dec 2020
- News
The best books of 2020, according to Fortune staff
- 07 Feb 2019
- News
Business Management in the Cardiac Cath Laboratory
W. Earl Sasser
Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details
- 2018
- Working Paper
Ratcheting, Competition, and the Diffusion of Technological Change: The Case of Televisions Under an Energy Efficiency Program
By: Tomomichi Amano and Hiroshi Ohashi
In differentiated goods markets with societal implications, quality standards are commonly implemented to avoid the under-provision of innovation. Firms have clear incentives to engage in strategic behavior because policymakers use market outcomes as a benchmark in... View Details
Keywords: Product Differentiation; Energy Efficiency Standards; Ratcheting; Diffusion Of Innovation; Technological Innovation; Competition; Quality; Governing Rules, Regulations, and Reforms; Policy
Amano, Tomomichi, and Hiroshi Ohashi. "Ratcheting, Competition, and the Diffusion of Technological Change: The Case of Televisions Under an Energy Efficiency Program." Harvard Business School Working Paper, No. 19-021, September 2018.
- 28 Aug 2015
- Blog Post
What is the HBS Health Care Initiative?
Health care is on everyone’s mind these days. With so many challenges around lowering the cost of health care delivery while increasing quality and people’s access to care, come opportunities for new ideas, improved operations, and... View Details
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
- May 1994 (Revised August 1994)
- Case
Motorola-Penang
By: Shoshana Zuboff and Janis Lee Gogan
S.K. Ko managed Motorola's Penang, Malaysia factory, producing telecommunications components and equipment. As a female manager of a multi-ethnic and labor-intensive plant in Asia, Ko faced a number of challenges. She had already promoted quality circles and quality... View Details
Keywords: Factories, Labs, and Plants; Transformation; Decision Making; Ethnicity; Gender; Training; Leading Change; Management Analysis, Tools, and Techniques; Problems and Challenges; Technology Industry; Malaysia
Zuboff, Shoshana, and Janis Lee Gogan. "Motorola-Penang." Harvard Business School Case 494-135, May 1994. (Revised August 1994.)
Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance
Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by JAR, to test whether an information sharing system recording... View Details
- September 2007
- Article
Relevance and Rigor: Executive Education as a Lever in Shaping Practice and Research
By: Michael L. Tushman, Amy Fenollosa, Dan McGrath, Charles A. O'Reilly and Adam Michael Kleinbaum
As professional schools, business schools aspire to couple research rigor with managerial relevance. There has been, however, a concern that business schools are increasingly uncoupled from practice and that business school research lacks real world relevance. This... View Details
Keywords: Business Education; Executive Education; Learning; Teaching; Management; Practice; Research
Tushman, Michael L., Amy Fenollosa, Dan McGrath, Charles A. O'Reilly, and Adam Michael Kleinbaum. "Relevance and Rigor: Executive Education as a Lever in Shaping Practice and Research." Academy of Management Learning & Education 6, no. 3 (September 2007): 345–365.