Publications

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

Educators

November 2001 (Revised October 2017)
Supplement

Store24 (B): Service Quality and Employee Skills

By: Frances X. Frei and Dennis Campbell

Supplements the (A) case. View Details

Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry

March 2001 (Revised April 2001)
Case

General Electric 2000: Quality of Earnings Assessment

By: David F. Hawkins

A financial analyst reviews General Electric's financial reports to learn more about U.S. Generally Accepted Accounting Principles (GAAP) and how they differs from international accounting standards. View Details

Keywords: Financial Reporting; Financial Statements; Accounting Audits; International Accounting; Consumer Products Industry; Technology Industry; United States

November 1987 (Revised April 1990)
Teaching Note

Operations Strategy, Module Overview: Competing on Quality

By: David A. Garvin

16 Feb 2022
Video

Aziz CEM Video Clip on Fabric Quality

June 2018 (Revised July 2018)
Case

PCAOB Efforts to Improve Audit Quality (A)

By: Aiyesha Dey and Paul Healy

Educators

November 1997
Case

Intercon Electric Corporation: Quality of Earnings Analysis

By: David F. Hawkins and Norman Bartczak

Keywords: Business Earnings; Energy Industry

April 2001
Supplement

General Electric 2000: Quality of Earnings Assessment

By: David F. Hawkins

April 1982 (Revised June 1985)
Case

Westinghouse Electric Corp.: Quality of Earnings Analysis

Westinghouse had just issued its annual report to shareholders for the year ending December 31, 1973. The report indicates that sales have increased to a record $5.7 billion but that net income is down almost 20% from its record level of $199 million in the previous... View Details

Keywords: Business Earnings; Financial Reporting; Corporate Finance; Electronics Industry

Educators

December 2009
Article

Restructuring Within an Academic Health Center to Support Quality and Safety: The Development of the Center for Quality and Safety at the Massachusetts General Hospital

By: Richard Bohmer, Jonathan David Bloom, Elizabeth Mort MD, Akinluwa Demehin and Gregg Meyer MD

Recent focus on the need to improve the quality and safety of health care has created new challenges for academic health centers (AHCs). Whereas previously quality was largely assumed, today it is increasingly quantifiable and requires organized systems for... View Details

Keywords: Health Care and Treatment; Organizational Change and Adaptation; Organizational Culture; Organizational Design; Performance Improvement; Quality; Safety; Massachusetts

13 Nov 2008
Working Paper Summaries

The Effect of Labor on Profitability: The Role of Quality

Keywords: by Zeynep Ton

24 Apr 2014
News

Improving the quality of food in Nigeria

Ndidi Okonkwo Nwuneli (MBA 1999) is helping her country rethink the way it feeds itself. The cofounder and director of AACE Food Processing & Distribution, an agroprocessing company in Nigeria, is empowering farmers and improving the View Details

2018
Working Paper

How Scheduling Can Bias Quality Assessment: Evidence from Food Safety Inspections

By: Maria Ibanez and Michael W. Toffel

Many production processes are subject to inspection to ensure they meet quality, safety, and environmental standards imposed by companies and regulators. Inspection accuracy is critical to inspections being a useful input to assessing risks, allocating quality... View Details

Keywords: Assessment; Bias; Inspection; Scheduling; Econometric Analysis; Empirical Research; Regulation; Health; Food; Safety; Quality; Performance Consistency; Performance Evaluation; Food and Beverage Industry; Service Industry

SSRN

Read Now

01 Jan 2020
News

Changes in Quality of Care after Hospital Mergers and Acquisitions

November–December 2019
Article

Making Sense of Soft Information: Interpretation Bias and Loan Quality

By: Dennis Campbell, Maria Loumioti and Regina Wittenberg Moerman

We explore whether behavioral biases impede the effective processing and interpretation of soft information in private lending. Taking advantage of the internal reporting system of a large federal credit union, we delineate three important biases likely to affect the... View Details

Keywords: Soft Information; Lending; Banking; Information; Financing and Loans; Banks and Banking; Decision Making

Article

Motivated Inferences of Price and Quality in Healthcare Decisions

By: Emily Prinsloo, Kate Barasz and Peter A. Ubel

Policy makers have increasingly advocated for healthcare price transparency, whereby prices are made salient before services are rendered. While such policies may empower consumers, they also bring price to the forefront of healthcare choices as never before, with yet... View Details

Keywords: Healthcare; Price Transparency; Health Care and Treatment; Price; Quality; Perception; Consumer Behavior; Decisions; Insurance