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Show Results For
- All HBS Web
(2,907)
- People (4)
- News (722)
- Research (1,836)
- Events (3)
- Multimedia (10)
- Faculty Publications (1,008)
- January 2025
- Technical Note
AI vs Human: Analyzing Acceptable Error Rates Using the Confusion Matrix
By: Tsedal Neeley and Tim Englehart
This technical note introduces the confusion matrix as a foundational tool in artificial intelligence (AI) and large language models (LLMs) for assessing the performance of classification models, focusing on their reliability for decision-making. A confusion matrix... View Details
Keywords: Reliability; Confusion Matrix; AI and Machine Learning; Decision Making; Measurement and Metrics; Performance
Neeley, Tsedal, and Tim Englehart. "AI vs Human: Analyzing Acceptable Error Rates Using the Confusion Matrix." Harvard Business School Technical Note 425-049, January 2025.
- 2009
- Working Paper
Principles that Matter: Sustaining Software Innovation from the Client to the Web
By: Marco Iansiti
Economic analysis often reviews the role of principles—such as respect for intellectual property rights—in driving innovation. Given the interdependent nature of innovation in information technology, three core principles have emerged that work together to ensure that... View Details
Keywords: Decision Choices and Conditions; Technological Innovation; Intellectual Property; Partners and Partnerships; Competition; Information Technology; Internet and the Web
Iansiti, Marco. "Principles that Matter: Sustaining Software Innovation from the Client to the Web." Harvard Business School Working Paper, No. 09-142, June 2009.
- 10 Apr 2013
- Research & Ideas
Learning Curve: Making the Most of Outsourcing
shorter read times did not appear to come at the expense of clinical quality; the rates of "discrepancies" reported by customers was low. The researchers point to prior research to explain why. Repeated experience helps the View Details
- September 2023 (Revised December 2023)
- Case
Twiddy & Company: Trust in a Chaotic Environment
By: Sandra J. Sucher, Shalene Gupta and Tom Quinn
Twiddy & Company, known for Southern hospitality rooted in personal interactions, needed to adjust to contactless remote customer service as fear of the contagious virus prevented person-to-person contact. Local elected officials, in a bid to stop tourists from... View Details
Keywords: Trust; Health Pandemics; Organizational Culture; Disruption; Government Legislation; Transportation; Tourism Industry; North Carolina; United States
Sucher, Sandra J., Shalene Gupta, and Tom Quinn. "Twiddy & Company: Trust in a Chaotic Environment." Harvard Business School Case 324-021, September 2023. (Revised December 2023.)
- January 2021 (Revised February 2021)
- Case
TCS: From Physical Offices to Borderless Work
By: Prithwiraj Choudhury and Malini Sen
Tata Consultancy Services (TCS), a multinational IT services company headquartered in Mumbai, is a subsidiary of one of India’s most reputed conglomerates, the Tata Group. In 2020, TCS was valued at $144.7 billion, the highest for any company in the IT sector,... View Details
Keywords: Remote Work; Organizational Structure; Change Management; Transformation; Decision Choices and Conditions; Customer Satisfaction; Information Technology Industry; India; Asia; United States; Europe
Choudhury, Prithwiraj, and Malini Sen. "TCS: From Physical Offices to Borderless Work." Harvard Business School Case 621-081, January 2021. (Revised February 2021.)
- August 2019 (Revised August 2020)
- Case
Magrabi: Fulfilling the Vision for the Future
By: John Beshears, Alpana Thapar and Boris Tsimerinov
In 2018, Magrabi was the leading retailer of eyeglasses, sunglasses, and other optical products in the Middle East, and it was embarking on a major shift in strategy, transitioning from a brand focused on clinical expertise to a brand that combined technical excellence... View Details
Keywords: Brands and Branding; Transition; Luxury; Sales; Service Delivery; Strategy; Employees; Recruitment; Consumer Products Industry; Retail Industry; Middle East
Beshears, John, Alpana Thapar, and Boris Tsimerinov. "Magrabi: Fulfilling the Vision for the Future." Harvard Business School Case 920-009, August 2019. (Revised August 2020.)
- April 2022
- Case
Marsha Simms: Trailblazer in Corporate Law
By: Robin Ely, Boris Groysberg, Colleen Ammerman and Olivia Hull
Follows the journey of lawyer Marsha Simms from her childhood in racially-segregated St. Louis to the upper echelons of the New York legal community. Describes her education, career choices, accomplishments, and setbacks. Highlights significant moments such as her... View Details
Keywords: Leadership; Career; Career Management; Diversity; Inclusion; Equity; Gender; Race; Corporate Finance; Law; Leadership Development; Personal Development and Career; Relationships; Power and Influence; Social and Collaborative Networks; Status and Position; Social Issues; Legal Services Industry; United States; New York (state, US)
Ely, Robin, Boris Groysberg, Colleen Ammerman, and Olivia Hull. "Marsha Simms: Trailblazer in Corporate Law." Harvard Business School Case 422-012, April 2022.
- 10 Oct 2011
- Research & Ideas
Retailing Revolution: Category Killers on the Brink
productivity fades for category killers, this option will become appealing. Service Alternatives. Category killers can develop expertise in services that could be deployed from their retail locations.... View Details
- January 2021 (Revised July 2022)
- Case
Snapp: Scaling Under Sanctions in Iran (A)
By: Meg Rithmire and Gamze Yucaoglu
The case opens in November 2019 as Eyad Alkassar and Mahmoud Fouz, co-founders of Iran’s first and leading ride-hailing platform, Snapp, find out about Apple’s and Google’s decisions to remove all Iranian apps from their respective application stores.
The case... View Details
The case... View Details
Keywords: Sanctions; Change Management; Disruption; Volatility; Decision Choices and Conditions; Cross-Cultural and Cross-Border Issues; Government and Politics; International Relations; National Security; Risk Management; Crisis Management; Transportation Industry; Iran; Middle East
Rithmire, Meg, and Gamze Yucaoglu. "Snapp: Scaling Under Sanctions in Iran (A)." Harvard Business School Case 721-020, January 2021. (Revised July 2022.)
- February 2015 (Revised June 2016)
- Case
AltSchool: School Reimagined
By: John J-H Kim, Kyla Wilkes and Christine S. An
Max Ventilla and his team launches in 2013 AltSchool, a new network of tech-savvy independent K-8 "micro-schools." AltSchool is born out of Ventilla's frustration with the education options available for his young daughter. During his search, Ventilla comes to the... View Details
Keywords: Education Technology; School Models; Product Development; Entrepreneurship; Talent Development And Retention; Social Impact Investment; Information Technology; Business Model; Education; Business Startups; Customization and Personalization; Growth and Development Strategy; Education Industry; United States
Kim, John J-H, Kyla Wilkes, and Christine S. An. "AltSchool: School Reimagined." Harvard Business School Case 315-054, February 2015. (Revised June 2016.)
- November 2023 (Revised April 2024)
- Case
Celsius Network Inc.: Fear, Uncertainty, and Doubt in the Brave New World of Crypto Bankruptcy
By: Stuart C. Gilson and Sarah L. Abbott
In July 2022, Celsius Network filed for Chapter 11 bankruptcy. CEO Alex Mashinsky acknowledged that Celsius had grown its assets “faster than the Company was prepared to deploy [them]” and as a result had made “certain poor asset deployment decisions.” Two months after... View Details
Keywords: Cryptocurrency; Chapter 11; Restructuring; Insolvency and Bankruptcy; Asset Management; Acquisition; Borrowing and Debt; Financial Services Industry; United States
Gilson, Stuart C., and Sarah L. Abbott. "Celsius Network Inc.: Fear, Uncertainty, and Doubt in the Brave New World of Crypto Bankruptcy." Harvard Business School Case 224-044, November 2023. (Revised April 2024.)
- October 1996 (Revised April 1998)
- Case
Mobil USM&R (D): Gasoline Marketing
By: Robert S. Kaplan
Mobil US Marketing & Refining has shifted from a centralized staff-driven organization to decentralized business-units. Staff functions now must negotiate service agreements with a buyer's committee consisting of representatives from the profit-center business units.... View Details
Keywords: Balanced Scorecard; Management Teams; Human Resources; Agreements and Arrangements; Organizational Change and Adaptation; Customers; Situation or Environment; Business Units; Energy Industry; Mining Industry; United States
Kaplan, Robert S. "Mobil USM&R (D): Gasoline Marketing." Harvard Business School Case 197-028, October 1996. (Revised April 1998.)
- June 2005 (Revised September 2006)
- Case
Oracle vs. salesforce.com
By: David B. Yoffie and Alison Berkley Wagonfeld
Explores the phenomenon of software becoming a service. Salesforce.com has catapulted into the lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to... View Details
Keywords: Customer Relationship Management; Competitive Advantage; Software; Web Services Industry; Web Services Industry
Yoffie, David B., and Alison Berkley Wagonfeld. "Oracle vs. salesforce.com." Harvard Business School Case 705-440, June 2005. (Revised September 2006.)
- June 2010 (Revised September 2010)
- Case
Atlantis Paradise Island Resort & Casino: Improving Performance with a New Vision and Mission
By: Lynda M. Applegate and Gabriele Piccoli
Atlantis Paradise Island adopted a new vision and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer... View Details
Keywords: Change Management; Customer Satisfaction; Corporate Entrepreneurship; Employee Relationship Management; Brands and Branding; Service Delivery; Mission and Purpose; Performance Improvement; Accommodations Industry
Applegate, Lynda M., and Gabriele Piccoli. "Atlantis Paradise Island Resort & Casino: Improving Performance with a New Vision and Mission." Harvard Business School Case 810-140, June 2010. (Revised September 2010.)
Anthony Mayo
Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS). He currently teaches and serves as the course head for... View Details
- January 2025
- Case
PayJoy: Financing for the Next Billion
By: Boris Groysberg and Sarah L. Abbott
PayJoy, an impact-driven financial technology company founded in 2015, provides smartphone financing and other financial products to customers who lack access to traditional credit products. As of early 2025, PayJoy had issued $2.5 billion in loans to 13 million... View Details
Keywords: Social Impact; Fintech; Underbanked; Algorithm; Data Analysis; Technology; Business Startups; Business Model; Growth and Development; Information Technology; Social Enterprise; Developing Countries and Economies; Credit; Mission and Purpose; Entrepreneurship; Financing and Loans; Financial Services Industry; Financial Services Industry; South America; South Africa; Asia; Latin America; Africa; Southeast Asia
Groysberg, Boris, and Sarah L. Abbott. "PayJoy: Financing for the Next Billion." Harvard Business School Case 425-036, January 2025.
- January – February 2008
- Article
Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance
By: Zeynep Ton and Robert S. Huckman
We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details
Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States
Ton, Zeynep, and Robert S. Huckman. "Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance." Organization Science 19, no. 1 (January–February 2008): 56–68.
- June 2017 (Revised May 2019)
- Supplement
Kjell and Company: Motivating Salespeople with Incentive Compensation (B)
By: Doug J. Chung
Kjell & Company was a Swedish retail electronics chain founded in 1988 by brothers Marcus, Mikael and Fredrik Dahnelius. The company operated 84 stores, all company-owned, located mainly in the metropolitan areas of Sweden’s most popular cities: Stockholm, Gothemburg... View Details
Keywords: Salesforce Management; Compensation and Benefits; Motivation and Incentives; Change Management; Behavior; Electronics Industry; Sweden
Chung, Doug J. "Kjell and Company: Motivating Salespeople with Incentive Compensation (B)." Harvard Business School Supplement 517-133, June 2017. (Revised May 2019.)
Building small business utopia: how artificial intelligence and Big Data can increase small business success
Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
- October 2000 (Revised November 2005)
- Case
Cisco Systems: Web-enablement
By: Richard L. Nolan, Kelley Porter and Christina Akers
Describes how Cisco web-enabled their ERP systems and developed the "front office" systems to electronically link to their customers and suppliers. A rewritten version of an earlier case. View Details
Keywords: Internet and the Web; Information Technology; Technological Innovation; Internet and the Web; Service Operations; Information Technology Industry
Nolan, Richard L., Kelley Porter, and Christina Akers. "Cisco Systems: Web-enablement." Harvard Business School Case 301-056, October 2000. (Revised November 2005.)