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  • Web

VBHCD Initiative - Institute For Strategy And Competitiveness

HBS ISC About Michael Porter About Michael Porter A Letter from Michael Porter Biography The Essential Porter Honors & Awards Affiliated Organizations & Institutions VBHCD Initiative VBHCD Initiative Cost Measurement Research The Value Based Health Care View Details
  • 11 Dec 2017
  • News

Growing from Within

including our $1 any size soft drink promotion. Our future also requires that we keep challenging ourselves to improve and innovate and we are excited about the way we are elevating the customer experience through more modern restaurants, View Details
Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality
  • 2025
  • Working Paper

Expert Patients’ Use of Avoidable Health Care

By: Amitabh Chandra, Pragya Kakani and Simone Matecna
We measure whether expert patients – those trained as physicians and nurses – have fewer emergency department visits and the reasons for these differences. Relative to similar patients physicians and nurses had 19.8% and 5.1% fewer ED visits, principally due to fewer... View Details
Keywords: Health Care and Treatment; Service Delivery; Health Industry
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  • 2015
  • Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
Keywords: Management; Leadership; Service Operations; Service Delivery
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  • 01 Sep 2010
  • News

RX for Change

Emory Healthcare sent a team of managers and clinicians to the Managing Healthcare Delivery program. From left, Dane Peterson, Dallis Howard-Crow, Bryce Gartland, and Susan Grant at Emory University’s School of Medicine in Atlanta,... View Details
Keywords: Julia Hanna; Health, Social Assistance; Hospitals; Health, Social Assistance
  • Career Coach

Mark Hardie

several global development partnerships.  Before Nokia, Mark was an investor at Fleet Development Ventures, a $100MM private equity fund. Mark founded and ran a Boston start-up that developed "MusicTeller," an innovative digital View Details
Keywords: Entrepreneurship; Private Equity; Financial Services (All); Venture Capital; Financial Services (All); Health Care; Telecommunications
  • Web

Teaching Support for HBS Faculty | Baker Library

assignments, and learn how to cite their work. What we can help with Case Updates Classroom Presentations Course Materials (Course Reserves and Durable Links) Course Research Drop-Ins Custom Course Products Teach with Special Collections Purchase Requests & (HOLLIS)... View Details
  • September 2016 (Revised August 2018)
  • Supplement

United Airlines: More Out-and-Back Flying?: Case Supplement #1

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel
This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data. View Details
Keywords: Service; Service Excellence; Service Management; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Operations; Service Operations; Service Delivery; Air Transportation Industry; United States
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  • September 2000
  • Background Note

Professional Services Module One: Introduction to the Challenges Facing PSFs

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
This initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side. View Details
Keywords: Entrepreneurship; Selection and Staffing; Management; Service Delivery; Service Industry
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  • 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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  • Article

Health Care Providers Need a Value Management Office

By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley
Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details
Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry
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  • October 26, 2015
  • Article

Measuring and Communicating Health Care Value with Charts

By: Robert S. Kaplan, Robin P. Blackstone, Derek A. Haas and Nikhil G. Thaker
The goal of a health care system should be to deliver the most value to patients: the outcomes achieved for treating a medical condition relative to the costs incurred over a complete care cycle. We have found that a radar (spider web) chart is an effective means to... View Details
Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry
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  • March 2001 (Revised June 2002)
  • Background Note

E-Commerce in Latin America

By: Lynda M. Applegate, Luiz Felipe Monteiro and Meredith Collura
Examines the vast potential offered by e-commerce in Latin America. Addresses both B2B and B2C e-commerce, as well as the specific economic, cultural, and technological barriers for doing business online in the region. View Details
Keywords: Trade; Entrepreneurship; Market Transactions; Service Delivery; Online Technology; Latin America
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  • 25 May 2018
  • Working Paper Summaries

Trust and Disintermediation: Evidence from an Online Freelance Marketplace

Keywords: by Grace Gu and Feng Zhu; Service
  • 29 Oct 2024
  • Cold Call Podcast

Can a Coffee Shop in Utah Help Solve Underemployment for People with Disabilities?

Keywords: Re: Richard S. Ruback
  • Web

Research & Data Services for HBS Faculty & Doctoral Students | Baker Library

Data Wrangling Information Support for Research Literature & Article Searches Data Licensing & Acquisitions Purchase Requests & (HOLLIS) Book Delivery Other Research Services for HBS Faculty Contact for HBS faculty, research staff, and... View Details
  • 01 Sep 2009
  • News

Noted & Quoted

Tom Coburn (R-OK), writing on health-care reform (Huffington Post, April 27, 2009). “True reform will require both moving toward universal insurance coverage and restructuring the care delivery system. These two components are profoundly... View Details
Keywords: Business Schools & Computer & Management Training; Educational Services; Management
  • Web

Neil Band | MBA

delivery for my senior thesis. Formative experience at the intersection of technology and business: At Kensho, an AI/ML fintech company, I learned that the greatest discoveries of this century will be due to unprecedented scale of... View Details
  • Fast Answer

Company, topic, & industry alerts

company, topic, or industry of interest. Click Create alert (near the Search button), Complete the settings, then click Save Alert. Financial Times Click Alerts Hub (bottom of the page under Tools). Follow instructions to set delivery... View Details
  • Web

AllWorld Network - Institute For Strategy And Competitiveness

Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network AllWorld Network AllWorld Network... View Details