Empirical Operations Management - Publications - Faculty & Research - Harvard Business School

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20 Aug 2013
HBS Conference

Technology and Operations Management (TOM) Doctoral Alumni Research Workshop

June 2023 (Revised September 2023)
Simulation

Managing the Customer Journey Marketing Simulation: Adobe's Data-Driven Operating Model (DDOM)

By: Sunil Gupta, Rajiv Lal and Celine Chammas

Adobe started monitoring Annual Recurring Revenue (ARR), one of its primary metrics, when it shifted from selling its software in a box to selling the software as a subscription-based cloud service. They wanted to know when, where, and how much to invest in marketing.... View Details

Keywords: Customer Acquisition; Customer Journey; Marketing Strategy; Marketing; Customer Focus and Relationships; Budgets and Budgeting

Forthcoming
Article

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell

Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details

Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry

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March 2006 (Revised April 2008)
Module Note

Conceptualizing the Customer Operating Role

By: Frances X. Frei

The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring... View Details

Keywords: Customers; Performance Efficiency; Perspective; Management Analysis, Tools, and Techniques; Service Operations

Web

Technology & Operations Management Doctoral Students - Faculty & Research

Technology & Operations Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students Justine Boudou Bonnie Cao Matthew DosSantos DiSorbo Jeffrey Fossett Paul Hamilton... View Details

October 2017
Case

LeBron James: Building a Hollywood Empire

By: Anita Elberse

It is June 2016. Superstar basketball player LeBron James and his childhood friend and business partner Maverick Carter are celebrating James’ third NBA championship. The duo will soon have to decide on a strategy for their media businesses—their film and television... View Details

12 Apr 2004
Research & Ideas

Operations and the Competitive Edge

Obstacles facing companies in today's hyper-competitive global markets are seemingly more complex than ever, to the point that managers must rethink many of the basic principles of good operations... View Details

Keywords: by Martha Lagace

November 1998
Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas

Keywords: Measurement and Metrics; Management; Customer Focus and Relationships

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Web

Technology & Operations Management Awards & Honors - Faculty & Research

Technology & Operations Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students 2025 Himabindu Lakkaraju : Recipient of a 2025 Sloan Research Fellowship in Computer... View Details

April 1964 (Revised January 2003)
Case

Empire Glass Company (A)

By: David F. Hawkins

Concerns management control at the divisional level, and the use of budgets. View Details

Keywords: Management; Business Divisions; Budgets and Budgeting

April 1964 (Revised September 1982)
Case

Empire Glass Co. (B)

Details the behavior of line managers, management staff, and workers in response to long-established control system developed by corporation headquarters. View Details

Keywords: Behavior; Management Systems; Employees; Manufacturing Industry

December 2022 (Revised January 2025)
Case

Akooda: Charging Toward Operational Intelligence

By: Christopher Stanton and Mel Martin

The Akooda case describes the challenges confronting founder and CEO Yuval Gonczarowski (MBA ‘17) in 2022 as he attempts to boost sales. Launched in November 2020, Akooda was an AI company that mined 20 different sources of digital data, from tools like Slack, Google... View Details

Keywords: Data Mining; Productivity; Monitoring; Data Analysis; AI and Machine Learning; Knowledge Management; Operations; Problems and Challenges; Employee Relationship Management; Information Technology Industry; Technology Industry; Information Industry; Boston; Israel

June 2020 (Revised August 2020)
Supplement

Vanguard Retail Operations (B)

By: Willy C. Shih and Antonio Moreno

The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or... View Details

Keywords: Pooling; Generalist Model; Specialist Model; Service Operations; Management; Financial Services Industry; United States

February 2008
Article

Does Focus Improve Operational Performance? Lessons from the Management of Clinical Trials

By: Robert S. Huckman and Darren Zinner

Keywords: Performance; Operations; Learning; Management; Health

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March 2006
Background Note

Customer-Introduced Variability in Service Operations

By: Frances X. Frei

Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details

Keywords: Customers; Six Sigma; Consumer Behavior; Service Operations; Performance Efficiency

fall 2008
Article

Toward a Theory of Behavioral Operations

By: Francesca Gino and Gary P. Pisano

Human beings are critical to the functioning of the vast majority of operating systems, influencing both the way these systems work and how they perform. Yet most formal analytical models of operations assume that the people who participate in operating systems are... View Details

Keywords: Management Systems; Operations; Mathematical Methods; Behavior; Cognition and Thinking; Perspective; Theory

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January 2002 (Revised February 2002)
Case

Postgirot Bank and Provment AB: Managing the Cost of IT Operations

By: F. Warren McFarlan and Nancy Bartlett

Describes a specific approach for measuring the efficiency of the groups of computers inside an organization and suggests ways this tool may be used to reduce the company's computing investment while maintaining service. It is a software-enabled industrial engineering... View Details

Keywords: Cost Management; Investment; Management Analysis, Tools, and Techniques; Management Style; Information Technology; Applications and Software

21 Jan 2010
Working Paper Summaries

Going Through the Motions: An Empirical Test of Management Involvement in Process Improvement

Keywords: by Anita L. Tucker; Health

Article

Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

By: Santiago Gallino and Antonio Moreno

Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details

Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry

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March 1974 (Revised June 1996)
Case

First National City Bank Operating Group (A)

By: Jay W. Lorsch

Growth in the banking field has produced new demands on the "back office." Traditional management practices in check processing and paper handling operations have resulted in ten years of cost increases and quality loss. New manager of the operating group faces an... View Details

Keywords: Change Management; Transition; Banks and Banking; Management Practices and Processes; Managerial Roles; Production; Banking Industry

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