Publications

November 1987 (Revised April 1990)
Teaching Note

Operations Strategy, Module Overview: Competing on Quality

By: David A. Garvin

November 2016 (Revised April 2017)
Case

Hygeia Group: Delivering Quality Care in Nigeria

By: Robert F. Higgins and Ifedayo O. Kuye

Fola Laoye is the Group Managing Director of Hygeia Group, a Nigerian healthcare insurer and provider, and she is deciding on the optimal strategy to grow the provider arm of her business. Hygeia Group was founded in the 1980s by her physician parents, and although... View Details

Keywords: Healthcare; Healthcare Industry; Hospitals; Nigeria; Health Care and Treatment; Growth and Development Strategy; Health Industry; Nigeria

Educators

1982
Book

Quality of Work Life and the Supervisor

By: Leonard A. Schlesinger

September 1982
Teaching Note

Hank Kolb, Director, Quality Assurance, Teaching Note

By: W. Earl Sasser

Teaching Note for (9-681-083). View Details

February 1983 (Revised May 1986)
Teaching Note

Quality Life of New York, Teaching Note

By: James I. Cash Jr.

Keywords: Education; Teaching

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

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

27 Sep 2013
Working Paper Summaries

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

Keywords: by Claire Senot, Aravind Chandrasekaran, Peter T. Ward & Anita L. Tucker; Health

1988
Other Unpublished Work

Good Ideas: What Makes for Quality in Innovation?

By: Dutch Leonard

Keywords: Innovation and Invention; Quality

29 Mar 2022
Book

5 Qualities That Help Companies Thrive for Decades—Even Centuries

a quality product or a service, pays off handsomely,” says Khanna. “You’re a role model for others who would rather live in that way.” When Aga, former head of equipment manufacturer Thermax, went to the board to propose a zero-corruption... View Details

Keywords: by Sean Silverthorne

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

October 1993 (Revised July 1997)
Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry

Educators

Article

Product Positioning in a Two-Dimensional Vertical Differentiation Model: The Role of Quality Costs

By: Dominique Lauga and Elie Ofek

We study a duopoly model where consumers are heterogeneous with respect to their willingness to pay for two product characteristics and marginal costs are increasing with the quality level chosen on each attribute. We show that while firms seek to manage competition... View Details

Keywords: Duopoly and Oligopoly; Customers; Quality; Product Positioning; Competition; Management; Cost; Product

July 1993 (Revised June 1997)
Case

News Corporation Limited, The: Quality of Earnings Analysis

By: David F. Hawkins

Keywords: Business Earnings; Publishing Industry; Information Industry

September 2014
Article

Improving the Quality of Cancer Care in America Through Health Information Technology

By: Thomas W. Feeley, George W. Sledge, Laura Levit and Patricia A. Ganz

A recent report from the Institute of Medicine titled Delivering High-Quality Cancer Care: Charting a New Course for a System in Crisis, identifies improvement in information technology (IT) as essential to improving the quality of cancer care in America. The... View Details

Keywords: Information Technology; Information Technology Industry; Cancer Care In The U.S.; Health; Technology; Health Industry; North and Central America