Publications

2019
Chapter

Teams and Team Effectiveness in Health Services Organizations

By: Bruce J. Fried and Amy C. Edmondson

Book Abstract: Completely updated to address the challenges faced by modern health care organizations, this edition of Shortell and Kaluzny's Health Care Management: Organization Design and Behavior offers a more global perspective on how the United States and... View Details

Keywords: Groups and Teams; Performance Effectiveness; Health; Health Industry

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September 2015 (Revised June 2018)
Case

Macy's: Evolution in the Sunshine State

By: Boris Groysberg, Das Narayandas, Benson P. Shapiro and Sarah L. Abbott

In 2009, Lee O'Rourke was promoted to district vice president in charge of Macy's newly created North Florida district. This district consisted of 11 stores located in the greater Orlando area and in the east coast towns of Daytona, Melbourne, Merritt Island, and Vero... View Details

Keywords: Human Capital; Managing Performance; Retail; Organization; Change Management; Leadership; Leadership Style; Leading Change; Marketing; Marketing Strategy; Management; Organizational Change and Adaptation; Performance Improvement; Retail Industry; United States

01 Jun 2008
News

Understanding the Digital Frontier

public response from your CEO has the potential to limit the damage or even change the momentum in your favor, the authors write. The book provides practical tools and assessments to help readers understand this digital frontier. And the... View Details

Keywords: Sean Silverthorne; Management

26 Sep 2023
Book

Digital Strategy: A Handbook for Managing a Moving Target

knowledge that is in turn capable of explaining the new digital realities by leveraging existing strategy theories and tools and cultivating new ones. As such, our endeavor turns into a wonderful opportunity to encapsulate in one... View Details

Keywords: by Dina Gerdeman; Information Technology; Technology

January 2000 (Revised October 2002)
Case

Cambridge Hospital Community Health Network - The Primary Care Unit

By: V.G. Narayanan, Lisa Brem and Ryan Moore

The Cambridge Hospital Community Health Network needed to gain a better understanding of its unit-of-service costs, which had been rising at a rate of 10% per year. The network's step-down costing system gave only aggregate costing information, and there was some... View Details

Keywords: Activity Based Costing and Management; Health Care and Treatment; Cost Accounting; Cost; Network Effects; Service Industry; Service Industry; Massachusetts

01 Dec 2010
News

Three Recognized for Service

Three members of the MBA Class of 1975 received special recognition during their 35th Reunion in the fall. Dean Nitin Nohria thanked Edward (“Jed”) Bullard, Leo Corbett, and Hans Stumm for their years of volunteer service and presented... View Details

Keywords: awards

2021
Working Paper

Digital Labor Market Inequality and the Decline of IT Exceptionalism

By: Ruiqing Cao and Shane Greenstein

Several decades of expansion in digital communications, web commerce, and online distribution have altered regional IT labor market returns in the United States. IT occupations experienced similar wage growth as STEM occupations involving IT-related work activities,... View Details

Keywords: Information Technology; Labor; Wages; Equality and Inequality

SSRN

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25 Apr 2014
News

A model of service

a year on a modest budget of $100,000. She continues to volunteer at All Souls, and still manages the schools' component of the program. "My biggest accomplishment is getting younger people to understand that service should always be an... View Details

January 2014 (Revised March 2015)
Case

Google Car

By: Karim R. Lakhani, James Weber and Christine Snively

By 2013, Google, while not a traditional manufacturer of automobiles, had invested millions of dollars in its self-driving cars which had logged over 500,000 miles of testing. The Google management team faced several questions. Should Google continue to invest in the... View Details

Keywords: Digital Services; Innovation; Technology; Technological Innovation; Internet and the Web; Market Entry and Exit; Transportation; Auto Industry; United States

01 Sep 2005
News

Service Leadership Fellows Named

Eight members of the Class of 2005 left Soldiers Field last spring with one-year fellowships coordinated by the HBS Service Leadership Fellows Program. The program encourages graduating students to gain experience in nonprofit and... View Details

Keywords: Educational Services; Educational Services

March 2022
Teaching Note

Digital Manufacturing at Amgen

By: Shane Greenstein, Kyle R. Myers and Sarah Mehta

This teaching note provides guidance for instructors teaching “Digital Manufacturing at Amgen,” case no. 621-008. View Details

Web

Courses by Faculty Unit - Course Catalog

Elective Curriculum: Course Descriptions Last Updated: 11 Jul 2025 By Unit View by Unit | View by Course Title | View by Faculty | Print View Accounting & Management Course Title Faculty Name Term Quarter... View Details

11 Dec 2014
News

Revolutionizing digital medical records

A two-time entrepreneur at 79 years old, Merle Bushkin (MBA 1960) created MedKaz, a unique system that encapsulates a lifetime of medical data on a keychain device. It gives patients control over their complete medical record from all their providers, and enables any... View Details

31 Aug 2020
Research & Ideas

State and Local Governments Peer Into the Pandemic Abyss

can explain over 660,000 of the state and local government jobs lost in April, about two-thirds of the total observed declines.” In their research, Green, an assistant professor in the Finance Unit at... View Details

Keywords: by Kristen Senz

Article

Market Heterogeneity and Local Capacity Decisions in Services

By: Dennis Campbell and Frances X. Frei

We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details

Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States

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November 1989 (Revised February 1992)
Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger

Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details

Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States

January 2014
Technical Note

A Note on Funding Digital Innovation Startups

By: Karim Lakhani, Michael Norris and Andrew Otazo

This note provides information on the state of startup financing in Silicon Valley in 2013. It details different avenues startups have to raise funding, including venture capital, corporate venture capital, angel investors, incubators, and crowdfunding. View Details

Keywords: Startup; Innovation ＆ Entrepreneurship; Angel Investors; Accelerator; Crowdfunding; Silicon Valley; Venture Capital; Entrepreneurship; California