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  • Web

Policies, Rules & Guidelines | About

enhance the safety and security of the community, reduce institutional risk, support customer service and operational efficiencies, and aid in the prevention and investigation of crime against the HBS... View Details
  • 25 Jul 2023
  • Blog Post

Malcolm McClain (MBA/MPP 2023) Named First RISE Career Fellow

historically distressed communities nationwide. He later served as an HBS Rock Center for Entrepreneurship Summer Fellow, working to address the labor shortage within the restaurant industry, developing service models to protect and... View Details
  • Web

HBS - The year in Review

Custom programs. And, while the HBS Online portfolio continued its rapid growth with four new certificate programs and three new Certificates of Specialization, it also hosted Connext, an annual gathering of learners, in a hybrid format... View Details
  • 05 Dec 2022
  • Research & Ideas

5 Companies Where Employees Move Up the Ladder Fast

colleagues looked at data on 3 million employees who began working at Fortune 250 companies between 2017 and 2021, as well as the job requirements of more than 40 million online job postings. They focused on roles like office manager or View Details
Keywords: by Pamela Reynolds
  • Web

Business & Environment - Faculty & Research

Hydro-Quebec’s legacy of low-cost, renewable hydroelectric power, vertically integrated structure, and close ties with government and Indigenous communities positioned it uniquely, but also left little room for error. With aging infrastructure, unpredictable View Details
  • April 2009 (Revised July 2010)
  • Case

Corporate Solutions at Jones Lang LaSalle (2001)

By: Ranjay Gulati and Lucia Menzer Marshall
Peter Barge, CEO of the newly created Corporate Solutions Group of Jones Lang LaSalle (JLL), is executing a restructuring of the U.S. corporate real estate services division that will enable the company to offer its clients integrated solutions. Barge has created an... View Details
Keywords: Business Divisions; Restructuring; Customer Relationship Management; Organizational Design; Organizational Structure; Corporate Strategy; Integration
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  • March 2001 (Revised September 2005)
  • Case

Ritz-Carlton Hotel Company, The

By: Sandra J. Sucher and Stacy McManus
In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details
Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Service Industry; Service Industry
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  • December 2000
  • Background Note

Internet Access Providers

By: Thomas R. Eisenmann and Daniel Green
Describes the Internet access provider business model. First, it defines the model and presents different ways to categorize access providers. Second, it offers a summary of the various ways that Internet access providers create value for their customers. Next, it... View Details
Keywords: Business Model; Internet; Web Services Industry
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  • Web

2023 Reunion Presentations - Alumni

technology—from AI to advanced batteries—to create value for their customers. Yet, this technology is still primarily built in developed economies for customers in these economies, and even within countries like the US, there remain stark... View Details
  • Web

Loan Reduction - Entrepreneurship

Eligible ventures include product- or service-based for-profit ventures, both digital and physical. Products may include software, hardware, consumer goods, commercialized technology, etc. The program does not support professional View Details
  • September 2015
  • Case

Eco7: Launching a New Motor Oil

By: John Quelch and Sunru Yong
Aaron Jonnerson, vice president of marketing at the automotive division of Avellin, must make marketing mix decisions for the launch of Eco7, a new environmentally-friendly motor oil. The company's performance has been mediocre, shareholder pressure is increasing, and... View Details
Keywords: Distribution Channels; Environmental Sustainability; Product Launch; Transportation; Energy Sources; Auto Industry
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  • 20 May 2008
  • First Look

First Look: May 20, 2008

Abstract How do decisions made for tomorrow or two days in advance differ from decisions made for several days in the future? We use novel panel data from an online grocer to address this question. In general, we find that as the delay between order completion and... View Details
Keywords: Martha Lagace
  • 16 Jul 2012
  • Research & Ideas

Are You a Strategist?

From its early days, the book explains, IKEA set out to create "a better everyday life for the many." The retailer did this by addressing an unmet market need, offering customers an extensive range of practical, well-designed furnishings... View Details
Keywords: by Carmen Nobel
  • 26 Jun 2020
  • Research & Ideas

Why Japanese Businesses Are So Good at Surviving Crises

by overcoming personal struggle before, and she knew firsthand what supplies fellow shelter survivors needed most. Kato accepted the challenge, reopening her store 11 days after the earthquake struck. Soon afterward, seeing customers... View Details
Keywords: by Dina Gerdeman
  • 10 Feb 2015
  • First Look

First Look: February 10

intermediary's technology. We develop a model to show that the intermediary would want to restrict sellers from charging buyers more for transactions it intermediates. With this restriction an intermediary can profitably raise demand for its View Details
Keywords: Sean Silverthorne
  • 07 Jul 2019
  • HBS Case

Walmart's Workforce of the Future

annual revenue at those stores from $142.5 billion in 2009 to 97.7 billion in 2018. During the same time period, revenue at Walmart’s “supercenters” (larger stores that also sell groceries and often include services such as eye care,... View Details
Keywords: by Julia Hanna; Retail
  • 06 Jun 2018
  • Research & Ideas

Cut Salaries or Cut People? The Best Way to Survive a Downturn

because those agents deciding to leave had other options. For instance, customer service reps at a nearby call center for a global entertainment provider earned $15 an hour when first hired, and $.50 raises... View Details
Keywords: by Rachel Layne
  • 13 Mar 2023
  • Research & Ideas

What Would It Take to Unlock Microfinance's Full Potential?

sewing machine, you have to learn how to use the machine and make sure your customers are going to like the products that you’ll produce with the sewing machine. The grace period afforded people the time to make significant investments... View Details
Keywords: by Jen McFarland Flint; Financial Services
  • 16 Nov 2010
  • Lessons from the Classroom

Data.gov: Matching Government Data with Rapid Innovation

Bureau, the Centers for Disease Control, the Environmental Protection Agency, and the Department of Interior, without focusing on specific "customer" needs. One executive observed, "What customers do is up to the... View Details
Keywords: by Martha Lagace; Technology
  • 08 Sep 2022
  • Book

Gen Xers and Millennials, It’s Time To Lead. Are You Ready?

will lead to an integrated life. In 2008, as the financial crash worsened, Sally Krawcheck was fired at Citibank for urging the firm to repay customers for defective investments. She stuck to her values and now leads her own online... View Details
Keywords: by Lane Lambert