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  • All HBS Web  (3,617)
    • People  (8)
    • News  (1,212)
    • Research  (1,216)
    • Events  (23)
    • Multimedia  (35)
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  • 2010
  • Working Paper

Do Call Centers Promote Education? Evidence from India

By: Emily Fair Oster and Mary Bryce Millett
Over the last two decades in India there have been large increases in outsourced jobs and large increases in schooling rates, particularly in English. Existing evidence suggests the trends are broadly related. In this paper we explore how localized these impacts are;... View Details
Keywords: Job Cuts and Outsourcing; Education; Training; Geographic Location; Technology Industry; India
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Oster, Emily Fair, and Mary Bryce Millett. "Do Call Centers Promote Education? Evidence from India." NBER Working Paper Series, No. 15922, August 2010.
  • November 2021 (Revised January 2022)
  • Case

Nicole M. Jones and The Hangar℠: Delta Air Lines' Global Innovation Center

By: Linda A. Hill and Emily Tedards
In 2016, Nicole M. Jones was hired to lead The Hangar, Delta Air Lines’ new innovation center in Atlanta, Georgia. Delta’s leadership had intended for The Hangar to catalyze a new approach to innovation at the company. After conducting three months of research on... View Details
Keywords: Innovation Lab; Breakthrough Innovation; Biometric Technology; Innovation and Invention; Leadership; Innovation and Management; Collaborative Innovation and Invention; Innovation Strategy; Technological Innovation; Georgia (state, US)
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Hill, Linda A., and Emily Tedards. "Nicole M. Jones and The Hangar℠: Delta Air Lines' Global Innovation Center." Harvard Business School Case 422-042, November 2021. (Revised January 2022.)
  • September 2011 (Revised October 2012)
  • Case

Ganging Up on Cancer: Integrative Research Centers at the Dana-Farber Cancer Institute (A)

By: Heidi K. Gardner, Edo Bedzra and Shereef M. Elnahal
Dr. Barrett Rollins, Chief Scientific Officer of the Dana Farber Cancer Institute, attempts to engender cross-scientist collaboration by applying project management principles to medical research. The resulting innovation, Integrative Research Centers, are novel in... View Details
Keywords: Problems and Challenges; Organizational Change and Adaptation; Change Management; Motivation and Incentives; Employees; Performance Evaluation; Leadership Style; Leadership; Collaborative Innovation and Invention; Innovation and Management
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Gardner, Heidi K., Edo Bedzra, and Shereef M. Elnahal. "Ganging Up on Cancer: Integrative Research Centers at the Dana-Farber Cancer Institute (A)." Harvard Business School Case 412-029, September 2011. (Revised October 2012.)
  • January 1996
  • Case

Managing Xerox's Multinational Development Center (Abridged)

Describes a manager's role in developing a staff group responsible for enhancing the efficiency of Xerox's worldwide logistics and inventory management systems. Illustrates a range of management strategies for upward and lateral influence in a complex organizational... View Details
Keywords: Multinational Firms and Management; Personal Development and Career; Consumer Products Industry; Technology Industry
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Ibarra, Herminia M. "Managing Xerox's Multinational Development Center (Abridged)." Harvard Business School Case 496-047, January 1996.
  • November 2015
  • Case

Wynton Marsalis & Jazz at Lincoln Center

By: Rohit Deshpandé
Under the leadership of artistic director Wynton Marsalis, Jazz at Lincoln Center (JALC) hosts performances and education events year-round for audiences in New York and across the United States. Despite the popularity of JALC's events, however, the U.S. audience for... View Details
Keywords: Nonprofit Organizations; Management; Music Entertainment; Marketing; Brands and Branding; Growth and Development Strategy; Music Industry
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Deshpandé, Rohit. "Wynton Marsalis & Jazz at Lincoln Center." Harvard Business School Multimedia/Video Case 515-701, November 2015.
  • December 2013
  • Article

Measuring the Value of Process Improvement Initiatives in a Preoperative Assessment Center using Time-driven Activity-based Costing

By: Katy E. French, Heidi W. Albright, John C. Frenzel, James R. Incalcaterra, Augustin C. Rubio, Jessica F. Jones and Thomas W. Feeley
Background: The value and impact of process improvement initiatives are difficult to quantify. We describe the use of time-driven activity-based costing(TDABC)in a clinical setting to quantify the value of process improvements in terms of cost, time and personnel... View Details
Keywords: Quality Improvement; Value Agenda; Time-Driven Activity-Based Costing; Accounting; Health; Measurement and Metrics; Value; Health Industry; North and Central America
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French, Katy E., Heidi W. Albright, John C. Frenzel, James R. Incalcaterra, Augustin C. Rubio, Jessica F. Jones, and Thomas W. Feeley. "Measuring the Value of Process Improvement Initiatives in a Preoperative Assessment Center using Time-driven Activity-based Costing." Healthcare: The Journal of Delivery Science and Innovation 1, nos. 3-4 (December 2013): 136–142.
  • August 17, 2016
  • Article

How a Cancer Center Rapidly Developed Patient-Centered Outcome Measures

By: Kevin P. Shah, Tracy E. Spinks and Thomas W. Feeley
In 2014, The University of Texas MD Anderson Cancer Center created a streamlined process for developing measure sets for patient-centered outcomes, including provider-generated and patient-reported outcomes, at an accelerated pace. These comprehensive sets are... View Details
Keywords: Information Technology; Measurement and Metrics; Quality; Service Delivery; Health Care and Treatment; Health Industry; Texas
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Shah, Kevin P., Tracy E. Spinks, and Thomas W. Feeley. "How a Cancer Center Rapidly Developed Patient-Centered Outcome Measures." NEJM Catalyst (August 17, 2016).
  • May 2009 (Revised October 2009)
  • Case

Verne Global: Building a Green Data Center in Iceland

Verne Global, a pioneering startup created to build the first large-scale data center in Iceland, faces critical challenges regarding its green strategy. Verne Co-Founder Isaac Kato is tasked with evaluating how the company can most successfully market and sell the... View Details
Keywords: Buildings and Facilities; Business Startups; Marketing Strategy; Product Marketing; Sales; Environmental Sustainability; Pollutants; Green Technology Industry; Service Industry; Iceland
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Steenburgh, Thomas J., and Nnamdi Daniel Okike. "Verne Global: Building a Green Data Center in Iceland." Harvard Business School Case 509-063, May 2009. (Revised October 2009.)
  • 01 Aug 2000
  • Research & Ideas

A Latin American Vision: New HBS Research Center Opens

talked with many of the deans and professors from the region, one of the things we've discovered is that there is... View Details
Keywords: by Martha Lagace
  • September 2017
  • Article

Time-Driven Activity-Based Costing to Estimate Cost of Care at Multidisciplinary Aerodigestive Centers

By: Robert S. Kaplan, Jordan A. Garcia, Bipin Mistry, Stephen Hardy, Mary Shannon Fracchia, Cheryl Hersh, Carissa Wentland, Joseph Vadakekalam and Christopher J. Hartnick
Time-driven activity-based costing was used to estimate the cost of care for patients with laryngeal cleft seen between 2008 and 2013 at the Massachusetts Eye and Ear Infirmary Pediatric Aerodigestive Center. Retrospective chart review was performed to identify clinic... View Details
Keywords: Time-Driven Activity-Based Costing; Activity Based Costing and Management; Health Care and Treatment
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Kaplan, Robert S., Jordan A. Garcia, Bipin Mistry, Stephen Hardy, Mary Shannon Fracchia, Cheryl Hersh, Carissa Wentland, Joseph Vadakekalam, and Christopher J. Hartnick. "Time-Driven Activity-Based Costing to Estimate Cost of Care at Multidisciplinary Aerodigestive Centers." The Laryngoscope 127, no. 9 (September 2017).
  • September–October 2023
  • Article

Prospective Evaluation of the Cost of Performing Breast Imaging Examinations Using Time-Driven Activity-Based Costing Method: A Single Center Study

By: Aamir Ali, Jordana Phillips, Damir Ljuboja, Syed S. Shehab, Etta D. Pisano, Robert S. Kaplan and Ammar Sarwar
We use time-driven activity-based costing (TDABC) to measure the cost of performing breast imaging using different modalities: full-field digital mammography (FFDM), digital breast tomosynthesis (DBT), contrast-enhanced mammography (CEM), US and MRI exams, and... View Details
Keywords: Time-Driven Activity-Based Costing; Health Care; Breast Cancer; Health Care and Treatment; Cost; Cost Accounting; Health Industry
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Ali, Aamir, Jordana Phillips, Damir Ljuboja, Syed S. Shehab, Etta D. Pisano, Robert S. Kaplan, and Ammar Sarwar. "Prospective Evaluation of the Cost of Performing Breast Imaging Examinations Using Time-Driven Activity-Based Costing Method: A Single Center Study." Journal of Breast Imaging 5, no. 5 (September–October 2023): 546–554.
  • 11 Jan 2000
  • Research & Ideas

Calling All Managers: How to Build a Better Call Center

company can triumph. That's especially true in the financial services industry, where call centers have moved beyond their most obvious function—as low-cost channels for... View Details
Keywords: by Martha Lagace; Service; Financial Services
  • June 2003 (Revised February 2020)
  • Teaching Note

Paul Levy: Taking Charge of the Beth Israel Deaconess Medical Center (A), (B), and (C)

By: David A. Garvin and Michael A. Roberto
Teaching Note for (9-303-008), (9-303-058), and (9-303-081). View Details
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Garvin, David A., and Michael A. Roberto. "Paul Levy: Taking Charge of the Beth Israel Deaconess Medical Center (A), (B), and (C)." Harvard Business School Teaching Note 303-126, June 2003. (Revised February 2020.)
  • December 2016 (Revised December 2018)
  • Case

From Start-Up to Grown-Up Nation: The Future of the Israeli Innovation Ecosystem

By: Elie Ofek and Margot Eiran
In June 2016, Benjamin (Bibi) Netanyahu, Prime Minister of Israel, wrestled with how to sustain Israel’s strong innovation track record and the country’s reputation as the “startup nation.” Despite the economic miracle the country had wrought since its founding, he... View Details
Keywords: Israel; Israeli Start-up Nation; Innovation Economy; Entrepreneurial Mindset; Scaling-up; Unicorns; Innovation Clusters; High-tech; Innovation Management; Multinational Corporation R&D Centers; Social Equality; Two-tier Economy; Liberalizing An Economy; Foreign Investment; Military Service; Quality Of Human Capital; Socioeconomic Gaps; Labor Force Participation; Government Initiatives; Innovation and Management; Entrepreneurship; Venture Capital; Business Startups; Government and Politics; Economy; Equality and Inequality; Education; Resource Allocation; Globalization; Israel
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Ofek, Elie, and Margot Eiran. "From Start-Up to Grown-Up Nation: The Future of the Israeli Innovation Ecosystem." Harvard Business School Case 517-066, December 2016. (Revised December 2018.)
  • April 2019 (Revised December 2019)
  • Case

Exporting Livability: Investing in New Urban Centers

By: John D. Macomber and Essie Alamsyah
Can Singapore urban design, policy continuity, and system of laws be exported outside of Singapore to accelerate the effective development of new urban agglomerations? Nina Yang, CEO of Sustainable Urban Development at Ascendas-Singbridge, a large real estate company... View Details
Keywords: Urban Development; Projects; Design; City; Business and Government Relations; Expansion; Real Estate Industry; China; Singapore
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Macomber, John D., and Essie Alamsyah. "Exporting Livability: Investing in New Urban Centers." Harvard Business School Case 219-072, April 2019. (Revised December 2019.)
  • November–December 2010
  • Article

A Method for Defining Value in Healthcare Using Cancer Care as a Model

By: Thomas W. Feeley, Heidi Albright, Ronald Walters and Thomas W. Burke
Value-based healthcare delivery is being discussed in a variety of healthcare forums. This concept is of great importance in the reform of the US healthcare delivery system. Defining and applying the principles of value-based competition in healthcare delivery models... View Details
Keywords: Value Creation; Cancer Care In The U.S.; Healthcare; Health; Management; Measurement and Metrics; Health Industry; North and Central America
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Feeley, Thomas W., Heidi Albright, Ronald Walters, and Thomas W. Burke. "A Method for Defining Value in Healthcare Using Cancer Care as a Model." Journal of Healthcare Management 55, no. 6 (November–December 2010): 399–412. (This article won the Edgar C. Hayhow Award from the American College of Healthcare Executive in 2012 as the article of the year in the Journal of Healthcare Management.)
  • 05 Nov 2021
  • Op-Ed

Is the Business World Finally Ready for the Wisdom of Shibusawa?

Alexander Hamilton Clearly, he was a remarkable historical figure. He was born in 1840 in a feudal country that had largely cut itself off from the rest of the world View Details
Keywords: by Geoffrey Jones and Rei Morimoto; Financial Services; Retail
  • Article

Dissecting Costs of CT Study: Application of TDABC (Time-driven Activity-based Costing) in a Tertiary Academic Center

By: Robert S. Kaplan, Yoshimi Anzai, Marta E. Heilbrun, Derek Haas, Luca Boi, Kirk Moshre, Satoshi Minoshima and Vivian S. Lee
The lack of understanding the true costs (not charges) of delivering health care services poses tremendous challenges in the containment of health care costs. In this study, we applied an established cost accounting method, time-driven activity-based costing (TDABC),... View Details
Keywords: Healthcare Costs; Medical Imaging; Computed Tomography; Activity-Based Costing; Cost Accounting; Activity Based Costing and Management; Health Care and Treatment; Performance Efficiency; Health Industry
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Kaplan, Robert S., Yoshimi Anzai, Marta E. Heilbrun, Derek Haas, Luca Boi, Kirk Moshre, Satoshi Minoshima, and Vivian S. Lee. "Dissecting Costs of CT Study: Application of TDABC (Time-driven Activity-based Costing) in a Tertiary Academic Center." Academic Radiology 24, no. 2 (February 2017): 200–208.
  • February 2025
  • Article

Innovations in Evaluating Ambulatory Costs of Cystic Fibrosis Care: A Comparative Study Across Multidisciplinary Care Centers in Ireland and the United States

By: Emma Brady, Ryan C. Perkins, Kate Cullen, Gregory S. Sawicki, Robert S. Kaplan and Gerardine Doyle
Lead clinicians at two large pediatric cystic fibrosis (CF) centers in the United States and Ireland measured and compared their ambulatory care costs. The clinicians selected three strata of patients (0–11 months, 1–5 years, and 6–17 years of age). Process maps were... View Details
Keywords: Health Care and Treatment; Cost; Service Delivery; Resource Allocation; Health Industry
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Brady, Emma, Ryan C. Perkins, Kate Cullen, Gregory S. Sawicki, Robert S. Kaplan, and Gerardine Doyle. "Innovations in Evaluating Ambulatory Costs of Cystic Fibrosis Care: A Comparative Study Across Multidisciplinary Care Centers in Ireland and the United States." NEJM Catalyst Innovations in Care Delivery 6, no. 2 (February 2025).
  • 21 Jan 2020
  • Research & Ideas

Lessons for Retailers from the Rebirth of Indie Bookstores

As big box bookstores Barnes & Noble and Borders spread across the landscape in the 1990s, retail observers sounded the death knell for... View Details
Keywords: by Michael Blanding; Entertainment & Recreation
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