Publications

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

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

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

17 Oct 2013
Working Paper Summaries

Sharing Design Rights: A Commons Approach for Developing Infrastructure

Keywords: by Nuno Gil & Carliss Y. Baldwin

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

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

Web

Design Thinking Course | HBS Online

ideas for solutions Apply creative solutions and behavior-change analysis to innovation development and internal team processes Develop a strategic innovation toolkit and learn when and how to apply design... View Details

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

Find at Harvard

Read Now

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

Read Now

January 1995 (Revised January 1995)
Case

USAA: Business Process Review for the Great Lakes Region (Abridged)

By: James L. Heskett

Presents the results of a service process analysis of USAA's claims processing activity in its Great Lakes Region. Explores not only issues of redesigning the process but also the organizational implications of various alternatives. View Details

Keywords: Restructuring; Mortgages; Management Practices and Processes; Business Processes; Organizational Design; Mathematical Methods; Real Estate Industry; North America

2014
Working Paper

Sharing Design Rights: A Commons Approach for Developing Infrastructure

By: Nuno Gil and Carliss Y. Baldwin

This study empirically investigates the relationship between design structure and organization structure in the context of new infrastructure development projects. Our research setting is a capital program to develop new school buildings in the city of Manchester, UK.... View Details

Keywords: Design; Buildings and Facilities; Education

SSRN

Read Now

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

Cognizant 2.0: Embedding Community and Knowledge Into Work Processes

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

August 1995 (Revised September 1995)
Background Note

Designing and Managing the Information Age IT Architecture

By: Lynda M. Applegate

The co-evolution of technology, work, and the workforce over the past 30 years has dramatically influenced our concept of organizations and the industries within which they compete. No longer simply a tool to support "back-office" transactions, IT has become a... View Details

Keywords: Design; Management; Organizations; Information Technology

2008
Other Teaching and Training Material

A Problem-Solving Approach to Designing and Implementing a Strategy to Improve Performance

By: Stacey Childress and Geoff Marietta

This note helps teams work through a problem-solving process that facilitates the design and implementation of a strategy for continuous improvement. View Details

Keywords: Business Processes; Performance Improvement; Problems and Challenges; Strategy