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- All HBS Web
(1,794)
- People (1)
- News (263)
- Research (1,202)
- Events (4)
- Multimedia (22)
- Faculty Publications (932)
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- 24 Oct 2006
- First Look
First Look: October 24, 2006
throughout the hospital, starting with the labor and delivery ward. POE systems replace paper-based and oral medication ordering processes with an information system; the physician uses the system to enter medication orders, which are... View Details
Keywords: Sean Silverthorne
- 13 Aug 2024
- Op-Ed
Can AI Save Physicians from Burnout?
systems that are trained on past behaviors. This could lead to AI scribes being biased toward upcoding, reflecting volume-based revenue maximization incentives. What needs to be done? The promise of AI to improve provider well-being and align the health care system... View Details
- July – August 2011
- Article
Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units
By: I. M. Nembhard and A. L. Tucker
Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details
Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry
Nembhard, I. M., and A. L. Tucker. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units." Organization Science 22, no. 4 (July–August 2011): 907–922.
- March 2018
- Supplement
Improving Access at VA
By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
Buell, Ryan W., and Robert S. Huckman. "Improving Access at VA." Harvard Business School Multimedia/Video Supplement 618-709, March 2018.
- January 27, 2010
- Article
Leadership with a Small 'l'
By: Richard Bohmer
What exactly do we mean by leadership in health care? Does it mean to take formal positions in senior leadership teams in hospitals, trusts, health boards, ministries of health, and professional societies-what might be termed leadership with a big "L?" Or does it mean... View Details
Keywords: Decision Choices and Conditions; Leadership; Service Delivery; Service Operations; Organizational Culture; Outcome or Result; Performance Effectiveness; Health Industry
Bohmer, Richard. "Leadership with a Small 'l'." BMJ: British Medical Journal (January 27, 2010): 340:c483.
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- September 1999 (Revised September 1999)
- Case
Convergys Corporation
By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
- 12 Nov 2008
- Research & Ideas
The Marketing of a President
believe in." The emotional appeal was buttressed with solid and specific policy details. The ability to combine emotional with functional benefits and the discipline to be consistent in positioning and message delivery are core to... View Details
Keywords: by John Quelch
- 18 Sep 2000
- Research & Ideas
Getting It Done: Improving Nonprofit Performance
funding is renewed. "Over the long term," warns Grossman, "these experiments may be too few and too late for sustaining a large number of service delivery nonprofit organizations." To lead the charge for more broad-based change—or... View Details
Keywords: by James E. Aisner
- 15 Feb 2000
- Research & Ideas
Growing Pains: Prescriptions for U.S. Health Care
gravely ill, HBS professor Clayton Christensen finds its prognosis encouraging. These symptoms, he says, merely reflect inefficient delivery systems that market forces have already begun to reshape. Christensen's optimistic outlook stems... View Details
- 07 Jan 2013
- Lessons from the Classroom
Culture Changers: Managing High-Impact Entrepreneurs
paperbacks, Penguin was able to lower the cost of good books—both reprints of classics and later new works by contemporary authors—and make them available to a wide audience. "Penguin's innovation was a delivery innovation" that... View Details
- 09 Aug 2004
- Research & Ideas
A Diagnostic for Disruptive Innovation
established market. Mapping a product's or service's delivery chain can identify opportunities where removing a link from the delivery chain will allow people to do for themselves what they previously had to... View Details
- October 2003 (Revised February 2010)
- Case
The Duke Heart Failure Program
By: Richard M.J. Bohmer and Laura Feldman
Duke University Health System has for the past five years operated a specialized clinic for the management of congestive heart failure, a very common and costly condition in the surrounding community. Nurse practitioners, whose work is guided by highly specified... View Details
Keywords: Health Care and Treatment; Health Disorders; Medical Specialties; Time Management; Service Delivery; Service Operations; Outcome or Result; Health Industry
Bohmer, Richard M.J., and Laura Feldman. "The Duke Heart Failure Program." Harvard Business School Case 604-033, October 2003. (Revised February 2010.)
- March 2002 (Revised May 2003)
- Case
Supply Chain Close-Up: The Video Vault
By: V.G. Narayanan and Lisa Brem
The owners of the Video Vault struggle to determine the optimal stocking levels of home videos in an industry fraught with new technology, new pricing paradigms, and stiff competitive pressure from large national chains. Teaching Purpose: To demonstrate the role of... View Details
Keywords: Supply Chain Management; Competition; Motivation and Incentives; Price; Technological Innovation; Service Delivery; Entertainment and Recreation Industry
Narayanan, V.G., and Lisa Brem. "Supply Chain Close-Up: The Video Vault." Harvard Business School Case 102-070, March 2002. (Revised May 2003.)
- November 2000
- Case
Wit Capital: Evolution of the Online Investment Bank (B)
Describes the evolution of Wit Capital from its origins as a small brewery to an online investment bank advising both small technology-based companies seeking to raise capital and large companies seeking to acquire Internet companies, as well as offering retail... View Details
Keywords: Internet and the Web; Disruptive Innovation; Service Delivery; Investment Banking; Entrepreneurship
Hallowell, Roger H., and Charles Ruberto. "Wit Capital: Evolution of the Online Investment Bank (B)." Harvard Business School Case 801-265, November 2000.
- January 2018
- Case
Kids & Company: Entering the U.S.
By: Boris Groysberg, Matthew G. Preble and Katherine Connolly Baden
In April 2017, Victoria Sopik and Jennifer Nashmi, CEO and CFO (respectively) of Kids & Company, a Canadian childcare provider that they had co-founded in the early 2000s and developed into a nearly 100-unit enterprise, are discussing how the company should proceed... View Details
Keywords: Child Care; Childcare; Day Care; Daycare; Early Childhood Education; Strategy; Growth and Development Strategy; Growth Management; Business Strategy; Competitive Strategy; Competitive Advantage; Expansion; Leadership; Marketing; Product Marketing; Brands and Branding; Service Delivery; Service Operations; Product Design; Product Development; Cross-Cultural and Cross-Border Issues; Selection and Staffing; Customer Focus and Relationships; Entrepreneurship; Service Industry; Education Industry; United States; Canada
Groysberg, Boris, Matthew G. Preble, and Katherine Connolly Baden. "Kids & Company: Entering the U.S." Harvard Business School Case 418-011, January 2018.
- 03 Jul 2012
- First Look
First Look: July 3
played in improving eating disorder care over time. It ends with a discussion of Schön's innovative bundled reimbursement models and challenges the reader to explore how to develop new pricing and care delivery models that encourage... View Details
Keywords: Sean Silverthorne
- 16 Jul 2008
- Op-Ed
What Should Employers Do about Health Care?
delivery reveals some powerful, and ultimately optimistic, principles. First, the best way truly to reduce health care cost is to improve its quality—better diagnoses, more timely treatment, less invasive methods, getting the right... View Details
- 11 Jul 2006
- First Look
First Look: July 11, 2006
King 806-166 Edison Schools, Inc., a pioneer in the for-profit management of public schools, demonstrates the challenges and opportunities related to private-sector involvement in the delivery of a public good. The case follows the... View Details
Keywords: Sean Silverthorne
- 16 Oct 2012
- First Look
First Look: October 16
experiment finds that self-help peer groups are a powerful tool to increase savings (number of deposits grows 3.5-fold and average savings balance almost doubles). Conversely, a substantially higher interest rate has no effect on most participants. A second experiment... View Details
Keywords: Sean Silverthorne