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  • December 1992 (Revised June 1993)
  • Case

ACTC Customer Service Department

Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
Related

    The Discipline of Business Experimentation

    The data you already have can't tell you how customers will react to innovations. To discover if a truly novel concept will succeed, you must subject it to a rigorous experiment. In most companies, tests do not adhere to scientific and statistical principles. As... View Details
    • 10 May 2012
    • Working Paper Summaries

    The Flattened Firm—Not as Advertised

    Keywords: by Julie Wulf
    • Research Summary

    Strategic Human Capital

    My research focuses on the links between managerial background, job attributes, organizational/firm characteristics, and firm performance. Broadly speaking, I am interested in how a manager's skills, knowledge, connections, experiences, and other attributes... View Details

    • 11 Jul 2011
    • Research & Ideas

    Non-competes Push Talent Away

    disturbed that nobody had mentioned the non-compete before he accepted the job, Marx signed willingly, assuming such documents were commonplace. “It's clear that that inventors are leaving states that enforce non-competes for states that don't." Fast-forward a few... View Details
    Keywords: by Carmen Nobel; Technology
    • 08 Oct 2020
    • HBS Seminar

    Ginger Jin, University of Maryland

    • 9 AM – 9 AM EDT, 09 Oct 2018

    HBX Business Analytics

    Develop a data mindset and the analytical skills to interpret and communicate data. This course will demystify data analysis and equip you with concrete skills to apply in your work or further studies. Program Dates: October 9, 2018 - December 6, 2018 View Details
    • Article

    The Impact of the 'Open' Workspace on Human Collaboration

    By: Ethan Bernstein and Stephen Turban
    Organizations’ pursuit of increased workplace collaboration has led managers to transform traditional office spaces into “open,” transparency-enhancing architectures with fewer walls, doors, and other spatial boundaries, yet there is scant direct empirical research on... View Details
    Keywords: Open Office; Transparency; Collaboration; Collective Intelligence; Workspace; Workspace Design; Architecture; Cubicles; Boundaries; Spatial Boundaries; Human Behavior; Propinquity; Co-location; Interaction; Sociometers; People Analytics; Buildings and Facilities; Communication; Design; Human Resources; Leadership; Management; Organizational Design; Organizational Structure; Networks; Social and Collaborative Networks; Information Technology; United States
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    • 9 AM – 10 AM EDT, 16 Oct 2019
    • HBS Online

    HBS Online Business Analytics

    Develop a data mindset and the analytical skills to interpret and communicate data. This course will demystify data analysis and equip you with concrete skills to apply in your work or further studies. Program Dates: October 16, 2019 - December 11, 2019 View Details
    • 9 AM – 10 AM EDT, 07 Aug 2019
    • HBS Online

    HBS Online Business Analytics

    Develop a data mindset and the analytical skills to interpret and communicate data. This course will demystify data analysis and equip you with concrete skills to apply in your work or further studies. Program Dates: August 7, 2019 - October 2, 2019 View Details
    • 9 AM – 10 AM EST, 09 Jan 2019
    • HBS Online

    HBS Online Business Analytics

    Develop a data mindset and the analytical skills to interpret and communicate data. This course will demystify data analysis and equip you with concrete skills to apply in your work or further studies. Program Dates: January 9, 2019 - March 6, 2019 View Details
    • 23 Oct 2000
    • Research & Ideas

    The Strategy-Focused Organization

    illustrate how major organizations have used the Scorecard to create an entirely new performance management framework that puts strategy at the center of a company's key management processes and systems.... View Details
    Keywords: by Robert S. Kaplan & David P. Norton

      Lauren H. Cohen

      Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

      Keywords: asset management; asset management; asset management; asset management; asset management; asset management
      • January 2019
      • Case

      Data.gov (Abridged)

      By: Karim R. Lakhani, Robert D. Austin and Yumi Yi
      This case presents the logic and execution underlying the launch of Data.gov, an instantiation of President Obama's initiative for transparency and open government. The process used by Vivek Kundra, the federal CIO, and his team to rapidly develop the website and to... View Details
      Keywords: Safety; Rights; Analytics and Data Science; Internet and the Web; Ethics; Cost vs Benefits; Innovation and Management; Information Management; Public Administration Industry; Information Industry; United States
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      • 25 Nov 2019
      • Research & Ideas

      When Your Passion Works Against You

      setting, the team collected data from the Canadian television show Dragons’ Den, where 177 entrepreneurs pitched their business ideas and products to a panel of five investors, called dragons, to solicit support. Would high-passion... View Details
      Keywords: by Dina Gerdeman
      • 2013
      • Article

      The Strategic Fitness Process: A Collaborative Action Research Method for Developing Organizational Prototypes and Dynamic Capabilities

      By: Michael Beer
      Organizations underperform and sometimes fail because their leaders are unable to learn the unvarnished truth from relevant stakeholders about how the design and behavior of the organization is misaligned with its goals and strategy. The Strategic Fitness Process (SFP)... View Details
      Keywords: Organization Alignment; Dynamic Capabilities; Organization Design; Organizational Prototyping; Organizational Silence; Organizational Learning; Organizational Change and Adaptation; Strategic Planning; Organizational Design
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      • March 2016
      • Case

      Evive Health and Workplace Influenza Vaccinations

      By: John Beshears
      Evive Health is a company that manages communication campaigns on behalf of health insurance plans and large employers. Using big data techniques and insights from behavioral economics, Evive deploys targeted and effective messages that improve individuals' health... View Details
      Keywords: Vaccination; Influenza; Flu Shot; Preventive Care; Health Care; Behavioral Economics; Choice Architecture; Nudge; Experimental Design; Randomized Controlled Trial; RCT; Causal Inference; Consumer Behavior; Health Care and Treatment; Health Testing and Trials; Communication Strategy; Health Industry
      Related
      • 12 Dec 2005
      • Research & Ideas

      Using the Law to Strategic Advantage

      Most managers think the legal department is that office down the hall where they go to keep out of trouble or write a binding patent agreement. And that's shortsighted, says Harvard Business School professor Constance Bagley. A company... View Details
      Keywords: by Sean Silverthorne; Legal Services
      • 08 Nov 2018
      • News

      Bookshelf: November / December 2018

        Team Dispersion & the Employee Experience:

        In another ongoing project, Prof. Whillans examines whether and how dispersion in hybrid organizations influences the employee experience. Prior research suggests that the geographic, spatial, and configurational dispersion of teams critically shape... View Details