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  • March 2018
  • Supplement

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
Related
  • 30 Apr 2024
  • Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

introduced, and the hourly wage system was replaced by a system of base pay with productivity incentives for meeting targets. Service advisers were given product-specific sales... View Details
Keywords: by Dina Gerdeman
  • 17 Jan 2008
  • Research & Ideas

If Marketing Experts Ran Elections

issues. In addition, the winner-takes-all system often leads candidates to desperate tactics such as negative advertising to tear down their opponents rather than promoting their own virtues. Citizens can be forgiven for being cynical. A... View Details
Keywords: by John A. Quelch
  • 21 Nov 2023
  • Op-Ed

The Beauty Industry: Products for a Healthy Glow or a Compact for Harm?

In my recently published book Deeply Responsible Business, I write about business leaders since the 19th century who have acted responsibly, often by putting the welfare of their communities above the idea of maximizing profits. I make a sharp distinction between... View Details
Keywords: by Geoffrey Jones; Beauty & Cosmetics
  • Web

Podcast - Business & Environment

why deposit-based systems often fail, how Vytal’s “borrow and return” model changes consumer behavior, and how data, technology and behavioral science underpin their service design. Fabian also discusses the... View Details
  • 19 May 2015
  • First Look

First Look: May 19

server or set of servers to store transactions and also avoiding any single party that can ban certain participants or certain types of transactions. Bitcoin is of interest to economists in part for its potential to disrupt existing payment View Details
Keywords: Sean Silverthorne

    Nitin Nohria

    Nitin Nohria served as the tenth dean of Harvard Business School from 2010-2020. He previously served as co-chair of the Leadership Initiative, Senior Associate Dean of Faculty Development, and Head of the Organizational Behavior unit.

    As Dean, building on... View Details

    Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services
    • November 2016 (Revised August 2020)
    • Case

    Improving Access at VA

    By: Ryan W. Buell, Robert S. Huckman and Sam Travers
    In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
    Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
    Related
    • 26 Apr 2016
    • First Look

    April 26

    April 2016 Review of Economic Studies Landing the First Job: The Value of Intermediaries in Online Hiring By: Stanton, Christopher, and Catherine Thomas Abstract—Online markets for remote labor services allow workers and firms to contract... View Details
    Keywords: Sean Silverthorne
    • Program

    Strategy for Health Care Delivery—Virtual

    Lead strategic and organizational change to generate value Improve health care quality, system delivery, and patient value Access a network of health care institutions and facilities to enhance quality and coordination of care Leverage... View Details
    Keywords: Health Care; Health Care
    • Web

    South Asia - Global

    nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both agricultural yields and treatment effects. The... View Details
    • 23 Sep 2014
    • First Look

    First Look: September 23

    certain types of transactions. Bitcoin is of interest to economists in part for its potential to disrupt existing payment systems and perhaps monetary systems, and also for the wealth of data it provides about agents' behavior and about... View Details
    Keywords: Sean Silverthorne
    • 29 Jul 2014
    • Working Paper Summaries

    Learning from the Kursk Submarine Rescue Failure: The Case for Pluralistic Risk Management

    Keywords: by Anette Mikes & Amram Migdal
    • Forthcoming
    • Article

    Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

    By: Shunyuan Zhang and Das Narayandas
    We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
    Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
    Related
    • 26 Jan 2023
    • HBS Seminar

    Song-Hee Kim, Seoul National University

    • 11 Oct 2011
    • Working Paper Summaries

    US Healthcare Reform and the Pharmaceutical Industry

    Keywords: by Arthur Daemmrich; Pharmaceutical; Health

      V.G. Narayanan

      Professor Narayanan is the Thomas D. Casserly, Jr. Professor of Business Administration, and Senior Associate Dean of Executive Education and HBS Online. His research focuses on management accounting with an interest in performance evaluation and incentives... View Details

      Keywords: service industry; service industry; service industry; service industry; service industry
      • June 2006 (Revised January 2012)
      • Case

      Teena Lerner: Dividing the Pie at Rx Capital (A)

      By: Boris Groysberg, Victoria Winston and Robin Abrahams
      Teena Lerner started her own hedge fund firm in 2001 after nearly 20 years as a star biotechnology analyst and hedge fund manager. After the start-up phase, her firm became highly profitable. In 2004, however, one of her four analysts lost a lot of money for the firm.... View Details
      Keywords: Managerial Roles; Investment Funds; Performance; Business Startups; Compensation and Benefits; Corporate Finance; Financial Services Industry
      Related
      • 02 Mar 2010
      • First Look

      First Look: March 2

      creation of a vision for the future that represents a significant departure from the past, one that requires breakthroughs for its realization; 2) the creation of a system that facilitates enrollment into and elicits voluntary commitment... View Details
      Keywords: Martha Lagace
      • 14 May 2018
      • Research & Ideas

      Amazon vs. Whole Foods: When Cultures Collide

      from that.” The new inventory system was actually something Whole Foods had started to implement before the Amazon deal, pressured by activist shareholders who had seen the grocer’s stock and sales margins slipping for two years. “This is... View Details
      Keywords: by Michael Blanding; Food & Beverage