Quality And Safety - Publications - Faculty & Research

December 2021
Teaching Note

Intenseye: Powering Workplace Health and Safety with AI

By: Michael W. Toffel and Youssef Abdel Aal

Teaching Note for HBS Case No. 622-037. View Details

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August 2023
Supplement

Apple: Privacy vs. Safety (C)

By: Henry McGee, Nien-hê Hsieh and Kerry Herman

In September 2021, Apple decided to delay updates to iOS and iPadOS that included features to fight child sexual abuse. While many—including prominent privacy and security experts—praised Apple, others were opposed. They saw Apple introducing features that risked... View Details

Keywords: Corporate Social Responsibility and Impact; Values and Beliefs; Public Opinion; Applications and Software; Leadership

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October 2010 (Revised May 2012)
Case

Drilling Safety at BP: The Deepwater Horizon Accident

By: Stephen P. Kaufman and Laura Winig

Following the 2010 Gulf of Mexico explosion and oil spill on the Deepwater Horizon, public attention focused on BP's safety record, practices, and management culture as the primary cause of the disaster. Drawing on public sources this case traces the circumstances... View Details

Keywords: Non-Renewable Energy; Management Practices and Processes; Managerial Roles; Business Processes; Organizational Culture; Practice; Safety; Energy Industry; Mexico, Gulf of

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1998
Working Paper

Psychological Safety and Learning Behavior in Work Teams

By: Amy C. Edmondson

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July 2024
Article

Chatbots and Mental Health: Insights into the Safety of Generative AI

By: Julian De Freitas, Ahmet Kaan Uğuralp, Zeliha Uğuralp and Stefano Puntoni

Chatbots are now able to engage in sophisticated conversations with consumers. Due to the ‘black box’ nature of the algorithms, it is impossible to predict in advance how these conversations will unfold. Behavioral research provides little insight into potential safety... View Details

Keywords: Autonomy; Chatbots; New Technology; Brand Crises; Mental Health; Large Language Model; AI and Machine Learning; Behavior; Well-being; Technological Innovation; Ethics

February 2016 (Revised June 2016)
Supplement

The Maggi Noodle Safety Crisis in India (B)

By: Karthik Ramanna and Radhika Kak

The local government in Delhi has ordered a ban on Nestlé's flagship product in India—Maggi Noodles, citing excessive lead content per government lab tests. Nestlé disputes the government tests, noting that internal and third-party tests show the product to be safe.... View Details

Keywords: Multinationals; Globalization; Regulation; Customer Relations; Business And Government; Safety; Leadership; Food; Multinational Firms and Management; Governance Compliance; Crisis Management; Customer Focus and Relationships; Business and Government Relations; Food and Beverage Industry; Delhi

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15 Dec 2012 - 16 Dec 2012
Conference Presentation

Online Word of Mouth and Product Quality Disagreement

By: Frank Nagle and Christoph Riedl

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June 1992 (Revised May 1996)
Case

Xerox Corp.: Leadership Through Quality (C)

Reveals the course of action that Xerox took after discovering that its Leadership Through Quality program had not met all expectations. Reinforces the message that change is an ongoing and continuous effort, and that companies never achieve all of their change goals. View Details

Keywords: Organizational Change and Adaptation; Quality; Service Industry; Electronics Industry

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Aug 2014
Conference Presentation

Online Word of Mouth and Product Quality Disagreement

By: Frank Nagle

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1996
Chapter

Aligning Environment and Technology with Quality at GTE

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2007
Chapter

Assessing and Improving the Safety of Internet Search Engines

By: Benjamin Edelman

Keywords: Internet and the Web; Search Technology; Performance Evaluation; Performance Improvement; Safety; Information Technology Industry

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December 2022
Article

When and How Should Firms Differentiate? Quality and Advertising Decisions in a Duopoly

By: Dominique Olié Lauga, Elie Ofek and Zsolt Katona

A prominent hallmark of competitive interaction is the desire to differentiate from rivals. In this article, the authors examine under what conditions firms will differentiate through product quality versus advertising intensity. Firms select quality in a first stage,... View Details

Keywords: Competition; Advertising; Product Positioning

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13 May 2019
Working Paper Summaries

The Changing Landscape of Auditor Litigation and Its Implications for Audit Quality

Keywords: by Colleen Honigsberg, Shivaram Rajgopal, and Suraj Srinivasan; Accounting; Legal Services

January 2014 (Revised February 2014)
Teaching Note

Rana Plaza: Workplace Safety In Bangladesh (A) and (B)

By: John A. Quelch and Margaret L. Rodriguez

On April 24, 2013 the Rana Plaza factory building collapsed in Dhaka, the capital of Bangladesh. Over 1,100 people were killed in the worst industrial accident since the Union Carbide plant gas leak in Bhopal, India. Most of the victims worked for garment factories,... View Details

Keywords: Safety; Multinational Firms and Management; Labor Unions; Business and Stakeholder Relations; Working Conditions; Corporate Accountability; Crisis Management; Apparel and Accessories Industry; Apparel and Accessories Industry; Bangladesh

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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

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2009
Working Paper

Varied Experience, Team Familiarity, and Learning: The Mediating Role of Psychological Safety

By: Bradley R. Staats, Francesca Gino and Gary P. Pisano

Prior work examining the relationship of varied experience (i.e., the concurrent completion of multiple tasks) and learning by groups finds inconsistent results. We hypothesize that team familiarity, i.e, individuals' prior shared work experience, may help explain this... View Details

Keywords: Experience and Expertise; Learning; Performance Effectiveness; Groups and Teams; Social Psychology; Familiarity

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02 Feb 2015
Working Paper Summaries

Mobile Money: The Effect of Service Quality and Competition on Demand

Keywords: by Karthik Balasubramanian & David F. Drake; Banking

2021
Article

Reflections: Voice and Silence in Workplace Conversations

By: Amy C. Edmondson and Tijs Besieux

We highlight conversations at work as an arena of change. Drawing on and extending the psychological safety literature, we offer a new framework to distinguish between productive and unproductive forms of both voice and silence. The framework’s four... View Details

Keywords: Conversation; Silence; Voice; Psychological Safety; Interpersonal Communication; Quality; Management Practices and Processes; Organizational Change and Adaptation

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