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  • November 2019
  • Case

DeepMap: Charting the Road Ahead for Autonomous Vehicles

By: Shane Greenstein and Nicole Tempest Keller
Founded in 2016, DeepMap developed high definition (HD) mapping software and localization services for Level 4+ autonomous vehicles. Traditional navigational maps were accurate to a few meters, which was sufficient for drivers but not for machine-driven vehicles that... View Details
Keywords: Mapping Software; Autonomous Vehicles; Business Startups; Applications and Software; Technological Innovation; Technology Adoption; Service Delivery; Global Range; Resource Allocation; Strategic Planning; Technology Industry; Auto Industry
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  • 2014
  • Working Paper

The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay

By: Hummy Song, Anita L. Tucker and Karen L. Murrell
We conduct an empirical investigation of the impact of queue management on patients' average wait time and length of stay (LOS). Using an Emergency Department's (ED) patient-level data from 2007 to 2010, we find that patients' average wait time and LOS are longer when... View Details
Keywords: Pooling; Queue Management; Strategic Servers; Social Loafing; Empirical Operations; Health Care; Fairness; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry
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  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Food and Beverage Industry; Service Industry
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  • 14 Nov 2017
  • First Look

New Research and Ideas: November 14, 2017

organizations have made sizable investments in information technology. They’ve used their IT systems to replace paper records with electronic ones and to improve billing processes, thereby boosting revenue. But so far, IT has been of little value in making medical care... View Details
Keywords: Carmen Nobel
  • 01 Oct 2013
  • First Look

First Look: October 1

kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as counter to the Pret culture? Through this decision... View Details
Keywords: Sean Silverthorne
  • 26 Jul 2010
  • Research & Ideas

Yes, You Can Raise Prices in a Downturn

orders (parcels versus documents), time of delivery (8 a.m. versus afternoon), and other variables. There is also an unfair assumption in "fair" pricing policies: You do not determine what is fair, the customer does. An average... View Details
Keywords: by Sean Silverthorne; Retail; Consumer Products
  • 17 Mar 2009
  • First Look

First Look: March 17, 2009

develop to support improving value for patients. In addition to restructuring care delivery in the hospitals and throughout northeastern Ohio, The Clinic has investments, facilities, and staff in several other states in the U.S. as well... View Details
Keywords: Martha Lagace
  • 17 Oct 2006
  • First Look

First Look: October 17, 2006

formats, digital rights management systems, wireless network infrastructure, and handset capacity), and the key dynamics—music delivery method, pricing, mobile-PC integration—that characterize mobile music business models. Purchase this... View Details
Keywords: Sean Silverthorne
  • 12 Jul 2006
  • Research & Ideas

Competition the Cure for Healthcare

delivery, but an enabler. Automating current care delivery processes will have limited benefits. Conversely, there is much that can be done to radically improve value without fully electronic records. Q: What do we do about 45 million... View Details
Keywords: by Roger Thompson; Health
  • 15 Mar 2016
  • First Look

March 15, 2016

intelligent software for efficient order delivery, and a customer friendly online interface. Ocado's customer base had expanded beyond the wealthy to include middle-income consumers; even with a delivery charge, grocery shopping through... View Details
  • 25 Jun 2014
  • Lessons from the Classroom

FIELD Trip: Conquering the Gap Between Knowing and Doing

sounding-board for their ideas. "With the case study method, the delivery is in the classroom," says Mayo. "With FIELD, 80 percent of the success is in the design of the individual sessions and the overall program."... View Details
Keywords: by Michael Blanding; Education
  • 16 Aug 2024
  • In Practice

Election 2024: What's at Stake for Business and the Workplace?

and services with innovative approaches to climate adaptation and mitigation, there is another important step. Pay attention to quality and safety. It takes just one electric vehicle catching on fire, wind turbine blade falling off at an offshore wind farm, or a... View Details
Keywords: by Rachel Layne
  • 12 Nov 2021
  • Op-Ed

Can Our Parenting Struggles Make Us Better Leaders?

that meet the company’s standards on safety, caring, delivery and presentation. So if a customer service employee decides on the spot to waive a ticket holder’s fee because of an injury, she is confident that the company will approve.... View Details
Keywords: by Ranjay Gulati; Air Transportation
  • 19 Nov 2013
  • First Look

First Look: November 19

transparency is customarily trained on elected officials as a means of ethical oversight, our research documents the benefits of increased transparency into the delivery of government services. Download working paper:... View Details
Keywords: Sean Silverthorne
  • 11 May 2010
  • First Look

First Look: May 11

had implemented changes to regulated but competitive insurance and provider markets, and the United Kingdom, which had introduced market-style initiatives while keeping insurance and delivery under the National Health Service. Purchase... View Details
Keywords: Martha Lagace
  • 13 Jul 2009
  • Research & Ideas

Diagnosing the Public Health Care Alternative

from real reform of the health care delivery system. The "cost savings" a public plan might achieve through volume discounts due to its scale are one-time savings and not true ongoing outcome or efficiency improvements. Instead, costs are... View Details
Keywords: by Staff; Health
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

https://www.hbs.edu/faculty/Pages/item.aspx?num=55632 forthcoming Organizational Behavior and Human Decision Processes Active Choice, Implicit Defaults, and the Incentive to Choose By: Beshears, John, James J. Choi, David Laibson, and Brigitte C. Madrian Abstract—... View Details
Keywords: Sean Silverthorne
  • August 17, 2016
  • Article

How a Cancer Center Rapidly Developed Patient-Centered Outcome Measures

By: Kevin P. Shah, Tracy E. Spinks and Thomas W. Feeley
In 2014, The University of Texas MD Anderson Cancer Center created a streamlined process for developing measure sets for patient-centered outcomes, including provider-generated and patient-reported outcomes, at an accelerated pace. These comprehensive sets are... View Details
Keywords: Information Technology; Measurement and Metrics; Quality; Service Delivery; Health Care and Treatment; Health Industry; Texas
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  • 11 Apr 2000
  • Research & Ideas

Financial Services 24/7

her Bank One account. "It is not uncommon for new delivery systems to compete with old ones," notes Dwight Crane. "But the Wingspanbank model takes that notion to unique extremes." Bank One realized that one way to beat — or at least... View Details
Keywords: by Susan Young
  • 10 Jul 2018
  • First Look

New Research and Ideas, July 10, 2018

gap” was a problem in Nigeria as in many parts of the world. Infrastructure projects like power plants and dams were very large capital investments that could generate long-term consistent cash flows, but their financing and delivery... View Details
Keywords: Dina Gerdeman

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