Business Process Outsourcing - Publications - Faculty & Research - Harvard Business School

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August 2016 (Revised July 2018)
Case

Accenture Human Capital Strategy

By: Paula A. Price, V.G. Narayanan and James Weber

Accenture is a leading global consulting, technology, and outsourcing company. It has clients and its own operations throughout the world. This case describes the human resources and related activities necessary to deliver its services to clients. It allows students to... View Details

Keywords: Management Consulting; Technology Consulting; Outsourcing; Human Resources; Activity Based Costing and Management; Management Practices and Processes

June 2004 (Revised July 2005)
Case

Procter & Gamble: Global Business Services

By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager

Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,... View Details

Keywords: Business Units; Change Management; Decision Making; Globalized Firms and Management; Job Cuts and Outsourcing; Organizational Design

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

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14 Nov 2011
Working Paper Summaries

The Impact of Corporate Sustainability on Organizational Process and Performance

Keywords: by Robert G. Eccles, Ioannis Ioannou & George Serafeim; Accounting

1996
Book

The Development Factory: Unlocking the Potential of Process Innovation

By: G. P. Pisano

Keywords: Business Processes; Innovation and Management

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January 1997 (Revised September 1997)
Case

Improving the Product Development Process at Kirkham Instruments Corp.

By: Clayton M. Christensen

Describes the efforts of a manufacturer of scientific instruments to implement new methods of managing new product development, which its executives had learned in a Harvard Business School seminar. The executives left the seminar excited to implement a new way of... View Details

Keywords: Change Management; Product Launch; Innovation and Invention; Product Development; Manufacturing Industry; Technology Industry; United States

February 1996
Background Note

Note on the FDA Review Process for Medical Devices

Describes the FDA's classification scheme for the three classes of medical devices and the review processes. View Details

Keywords: Business and Government Relations; Medical Devices and Supplies Industry; Public Administration Industry; United States

2000
Chapter

Value Creation and Process Management: Evidence from Retail Banking

By: Frances X. Frei and Patrick T. Harker

Keywords: Value Creation; Business Processes; Business or Company Management; Commercial Banking; Banking Industry

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November 2007
Article

The Accidental Entrepreneur: The Emergent and Collective Process of User Entrepreneurship

By: Sonali K. Shah and Mary Tripsas

We develop a process model of how users, an understudied source of entrepreneurship, create, evaluate, share, and commercialize their ideas. We compare and contrast our model to the classic model of the entrepreneurial process, highlighting the emergent and... View Details

Keywords: Entrepreneurship; Valuation; Business Model; Commercialization; Adoption; Adaptation; Product; Civil Society or Community

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spring 1994
Article

Unilateral Commitments and the Importance of Process in Alliances

By: Ranjay Gulati, Tarun Khanna and Nitin Nohria

How the partners in an alliance view their joint venture can have much to do with its success or failure. Each partner fears that the other will get the larger payoff by acting opportunistically while it cooperates in good faith. The result is that both partners choose... View Details

Keywords: Management Style; Partners and Partnerships; Joint Ventures; Management Practices and Processes; Alliances; Trust; Game Theory

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July 1996 (Revised December 2001)
Case

Becton Dickinson--Designing the New Strategic, Operational, and Financial Planning Process

By: Robert L. Simons, Antonio Davila and Afroze A Mohammed

Describes management's attempts to design and install a sophisticated planning and control system in an international company as it changes its strategy. Issues of strategy implementation, accountability, and performance measurement are at the core of the analysis, as... View Details

Keywords: Organizational Change and Adaptation; Strategy; Business or Company Management; Corporate Accountability; Governance Controls; System; Performance Evaluation

February 1995 (Revised August 1995)
Case

Siemens Rolm Communications Inc.: Integrated Logistics Core Process Redesign (ILCPR)

In the late 1990s, Rolm realized significant losses and needed to significantly reduce its costs and redesign its logistics process. View Details

Keywords: Restructuring; Logistics; Telecommunications Industry

Research Summary

Science-Based Business and the Business of Science

By: H. Kent Bowen

Science and technology can provide strategic advantage to companies' through differentiated products and processes. The focus of our research is on unusually productive and creative labs that are the sources of breakthroughs that create platforms for sustained... View Details

2022
Chapter

Sustainability Science and Corporate Cleanup in Community Fields: The Translation, Resistance and Integration Process Model

By: P. Devereaux Jennings, Maggie Cascadden and Andrew J. Hoffman

Both practically and theoretically, the sustainability science and corporate operation perspectives often diverge. Overcoming this divergence requires some degree of engagement with organizational field members; not just negotiation, but on-the-ground process work to... View Details

Keywords: Environmental Sustainability; Business Processes; Science-Based Business; Research

May 2017 (Revised September 2018)
Supplement

Hilti Fleet Management (B): Towards a New Business Model

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

The (B) case tackles the implementation and scaling process of fleet management over the years. Finally, the case explores current challenges facing the BMI. View Details

May 2017 (Revised September 2018)
Case

Hilti Fleet Management (A): Turning a Successful Business Model on Its Head

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following its customers’ needs, Hilti moved from selling power tools to leasing them as a service. The introduction of the new... View Details

2019
Article

Go-Shops Revisited

By: Guhan Subramanian and Annie Zhao

A go-shop process turns the traditional M&A deal process on its head: rather than a pre-signing market canvass followed by a post-signing “no shop” period, a go-shop deal involves a limited pre-signing market check, followed by a post-signing “go shop” process to find... View Details

Keywords: Go-shop Process; Mergers and Acquisitions; Negotiation Process; Negotiation Deal; Performance Effectiveness; Technological Innovation

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August 2001
Article

The Evolution of Intra-Industry Firm Heterogeneity: Insights from a Process Study

By: David J. Collis and T. Noda

Keywords: Business Ventures; Business Processes

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2017
Working Paper

Business and Sustainability: New Business History Perspectives

By: Ann-Kristin Bergquist

This working paper provides a long-term business history perspective on environmental sustainability. For a long time, the central issues addressed in the discipline of business history concerned how business enterprises innovated and created wealth, as well as... View Details

Keywords: Environmental Sustainability; Business History; Perspective

March 1990 (Revised December 1995)
Teaching Note

Westinghouse Electric Corp.: Automating the Capital Budget Process Series, Teaching Note

By: Lynda M. Applegate and Julie H. Hertenstein

Keywords: Capital Budgeting; Business Processes; Manufacturing Industry; Consumer Products Industry

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