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  • March 2002
  • Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details
Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry
Related
  • Jun 21 2016
  • Testimonial

Improving Health Care on a Global Scale

  • October 1988 (Revised March 1989)
  • Case

Florida Power Light Quality Improvement (QI) Story Exercise (A)

Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to "improve service." Specifically, the process requires students to... View Details
Keywords: Quality; Service Delivery; Performance Improvement; Business Processes; Utilities Industry; Florida
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  • Web

Operational Effectiveness vs. Strategy - Institute For Strategy And Competitiveness

operational improvements have often been dramatic. Yet many companies have failed to translate those gains into sustainable profitability. Simply improving View Details
  • Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes
Keywords: Customers; Service Delivery
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  • January 2015 (Revised October 2015)
  • Case

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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  • April 1996 (Revised June 2001)
  • Case

Partners HealthCare System, Inc. (B): Cardiac Care Improvement

By: Gary P. Pisano and Maryam Golnaraghi
Explores the challenges confronting the CEO at the Brigham and Women's Hospital in the wake of radical changes in the health care environment. As pressures have risen for cost containment in health care, the hospital has embarked on a series of reengineering efforts to... View Details
Keywords: Consolidation; Health Care and Treatment; Mergers and Acquisitions; Organizational Change and Adaptation; Change Management; Management Teams; Operations; Innovation and Invention; Cost Management; Health Industry; Massachusetts
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  • 16 Apr 2019
  • Working Paper Summaries

Can Biometric Tracking Improve Healthcare Provision and Data Quality? Experimental Evidence from Tuberculosis Control in India

Keywords: by Thomas Bossuroy, Clara Delavallade, and Vincent Pons; Health; Medical Devices & Supplies
  • Article

Front-line Staff Perspectives on Opportunities for Improving the Safety and Efficiency of Hospital Work Systems

By: Anita L. Tucker, Sara J. Singer, Jennifer E. Hayes and Alyson Falwell

Objective To link safety-related concerns raised by frontline staff about hospital work systems (operational failures) to the safety and efficiency of hospitals, and to contrast these concerns with national patient safety initiatives.

Data... View Details

Keywords: Perspective; Opportunities; Safety; Performance Efficiency; System; Failure; Conferences; Employees; Management Analysis, Tools, and Techniques; Experience and Expertise; Health Care and Treatment; Health Industry; United States
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  • Summer 2014
  • Article

Designed for Workarounds: A Qualitative Study of the Causes of Operational Failures in Hospitals

By: Anita L. Tucker, W. Scott Heisler and Laura D. Janisse
Frontline care providers in hospitals spend at least 10% of their time working around operational failures, which are situations where information, supplies, or equipment needed for patient care are insufficient. However, little is known about underlying causes of... View Details
Keywords: Supply Chain; Health Care and Treatment; Failure; Business Processes; Health Industry
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  • October 2017 (Revised April 2018)
  • Case

Improving Worker Safety in the Era of Machine Learning (A)

By: Michael W. Toffel, Dan Levy, Jose Ramon Morales Arilla and Matthew S. Johnson
Managers make predictions all the time: How fast will my markets grow? How much inventory do I need? How intensively should I monitor my suppliers? Which potential customers will be most responsive to a particular marketing campaign? Which job candidates should I... View Details
Keywords: Machine Learning; Policy Implementation; Empirical Research; Inspection; Occupational Safety; Occupational Health; Regulation; Analysis; Forecasting and Prediction; Policy; Operations; Supply Chain Management; Safety; Manufacturing Industry; Construction Industry; United States
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  • 1998
  • Chapter

Reengineering Channel Reordering Processes to Improve Total Supply-Chain Performance

By: J. Hammond and Theodore H. Clark
Keywords: Supply Chain Management; Performance Improvement; Distribution Channels; Management Practices and Processes
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  • 09 Mar 2016
  • Lessons from the Classroom

In This Classroom, Beer Can Improve Your Grade

Casadesus-Masanell says. The new version of Strategic Brew is easier to play. The number of regions breweries operated in dropped from three to one. Customer market segments—like premium or craft—were pared down from seven to five. The... View Details
Keywords: by Roberta Holland; Education; Food & Beverage
  • Web

Corporate Finance: Corporate Financial Operations (CFO) - Course Catalog

spring course, Strategies for Value Creation - Abridged (SVC-S) 1418, students cannot take both of them. Career Focus This course provides a general management perspective on corporate finance and is designed to improve your ability to... View Details
  • 01 Dec 2017
  • News

2017 in Finance: Helping Consumers Improve Their Financial Life

Large consumer banks have historically collected a lot of data on their customers, which they have used to sell standardized products. Increasingly, however, we have seen new entrants using customer data to help the consumer and provide them with customizable products... View Details
Keywords: Omer Ismail (MBA 2007), chief commercial officer, Marcus by Goldman Sachs, the firm’s digital consumer financial services business; Finance
  • 26 May 2003
  • Research & Ideas

Corporate Transparency Improves For Foreign Firms in U.S. Markets

capital markets is highlighted by our study.— Suraj Srinivasan We find that companies that have business operations in the U.S.; U.S. listing, and international equity ownership follow disclosure practices that are similar to those of... View Details
Keywords: by Cynthia Churchwell
  • October 2023
  • Article

Improving Regulatory Effectiveness Through Better Targeting: Evidence from OSHA

By: Matthew S. Johnson, David I. Levine and Michael W. Toffel
We study how a regulator can best target inspections. Our case study is a U.S. Occupational Safety and Health Administration (OSHA) program that randomly allocated some inspections. On average, each inspection averted 2.4 serious injuries (9%) over the next five years.... View Details
Keywords: Safety Regulations; Regulations; Regulatory Enforcement; Machine Learning Models; Safety; Operations; Service Operations; Production; Forecasting and Prediction; Decisions; United States
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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 Science. 2024 Ryan W. Buell :... View Details
  • 2020
  • Working Paper

Improving Regulatory Effectiveness Through Better Targeting: Evidence from OSHA

By: Matthew S. Johnson, David I. Levine and Michael W. Toffel
We study how a regulator can best target inspections. Our case study is a US Occupational Safety and Health Administration (OSHA) program that randomly allocated some inspections. On average, each inspection averted 2.4 serious injuries (9%) over the next five years.... View Details
Keywords: Government Administration; Working Conditions; Safety; Quality; Production; Analysis; Resource Allocation; Manufacturing Industry; United States
Related
  • 27 Feb 2020
  • Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

accounting have to do with improving patient outcomes in Haiti? HBS faculty members discuss their research and what it means for patients, providers, and industries. A Good Place to Start Clayton Christensen on Disrupting Health CareIn a... View Details
Keywords: by Sean Silverthorne; Health; Medical Devices & Supplies