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  • All HBS Web  (1,750)
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  • All HBS Web  (1,750)
    • People  (1)
    • News  (260)
    • Research  (1,204)
    • Events  (4)
    • Multimedia  (22)
  • Faculty Publications  (932)
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  • 01 Oct 1996
  • News

The Right Stuff: Getting the Word from MBA Admissions

leads client teams in the effective delivery of solid, useful information and analysis. We also look for a record of leadership or, in the absence of concrete experience, leadership potential as indicated by certain personal qualities.... View Details
  • 01 Dec 2015
  • News

Ink

something well, you’re not just looking at a Kuwaiti investor or a regional investor—it’s a global scene.” —Faisal Al-Hamad (MBA 2005), discussing the $170 million acquisition of Kuwaiti online food delivery service Talabat by Germany’s... View Details
  • 01 Dec 2001
  • News

HBS Alumni Association Board of Directors: President's Report

board members commit to serving on ad hoc committees, namely, the Global Alumni Conference Committee, chaired by Joan McCabe (MBA '81); the Nominating Committee, chaired by Ed Hajim; and the Community Standards Committee. The first group monitors the development and... View Details
Keywords: Susan Luick Good; Colleges, Universities, and Professional Schools; Educational Services
  • March 2000 (Revised May 2001)
  • Case

Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal

By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of... View Details
Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Banking Industry; Service Industry; Telecommunications Industry
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Nanda, Ashish, Thomas J. DeLong, and Sarah S. Khetani. "Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal." Harvard Business School Case 800-213, March 2000. (Revised May 2001.)
  • Article

Can Big-Box Retailers Provide Local Health Care?

By: Robert S. Huckman
National retailers, most notably Walmart and Best Buy, are making big bets on their ability to fill this need for local health care. At first glance, these moves are a bit surprising given that these companies have not traditionally been focused on health care... View Details
Keywords: Health Care and Treatment; Service Delivery; Local Range; Retail Industry; Health Industry
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Huckman, Robert S. "Can Big-Box Retailers Provide Local Health Care?" Harvard Business Review (website) (October 25, 2019).
  • 2016
  • Working Paper

Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals

By: Hummy Song, Robert S. Huckman and Jason R. Barro
We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details
Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States
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Song, Hummy, Robert S. Huckman, and Jason R. Barro. "Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals." Harvard Business School Working Paper, No. 16-039, September 2015. (Revised September 2016. Finalist, 2015 POMS College of Healthcare Operations Management Best Paper Competition.)
  • Article

Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups

By: M. Valentine and A. C. Edmondson
This paper shows how meso-level structures support effective coordination in temporary groups. Prior research on coordination in temporary groups describes how roles encode individual responsibilities so that coordination between relative strangers is possible. We... View Details
Keywords: Fluid Personnel; Team Scaffolds; Team Effectiveness; Role-based Coordination; Multi-method; Service Delivery; Organizational Structure; Groups and Teams; Performance Efficiency
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Valentine, M., and A. C. Edmondson. "Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups." Organization Science 26, no. 2 (March–April 2015): 405–422.
  • March 2009
  • Teaching Note

elBulli: The Taste of Innovation (TN)

By: Michael I. Norton, Julian Villanueva and Luc Wathieu
Teaching Note for [509015]. View Details
Keywords: Innovation and Invention; Growth and Development; Success; Service Delivery; Service Industry
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Norton, Michael I., Julian Villanueva, and Luc Wathieu. "elBulli: The Taste of Innovation (TN)." Harvard Business School Teaching Note 509-055, March 2009.
  • February 1999 (Revised November 1999)
  • Case

HealthPartners

By: Richard M.J. Bohmer and Nancy Dean Beaulieu
Presents the efforts by HealthPartners to create competition among health care providers in Minnesota on the basis of both quality and price. Also provides some insight into the strategies for changing physician behavior. View Details
Keywords: Health Care and Treatment; Service Delivery; Behavior; Competition; Health Industry; Minnesota
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Bohmer, Richard M.J., and Nancy Dean Beaulieu. "HealthPartners." Harvard Business School Case 699-131, February 1999. (Revised November 1999.)
  • August 1994 (Revised January 1999)
  • Case

Taco Bell Corporation (Abridged Update)

By: James L. Heskett
Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization. View Details
Keywords: Business Plan; Growth and Development Strategy; Service Delivery; Organizations; Food and Beverage Industry
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Heskett, James L. "Taco Bell Corporation (Abridged Update)." Harvard Business School Case 395-010, August 1994. (Revised January 1999.)
  • 26 Mar 2014
  • News

Renting Harvard MBAs to Big Biz, HourlyNerd Raises $4M

Keywords: Rob Biederman
  • 14 Jul 2021
  • News

The First Five Years: Nicolas Manes (MBA 2020)

did you and your company address the challenges that came with the pandemic? “Honestly, right now our biggest problem is keeping up with demand. We hired the head of product of the largest delivery app in Latin America to help us continue... View Details
  • 12 Nov 2008
  • Research & Ideas

The Marketing of a President

believe in." The emotional appeal was buttressed with solid and specific policy details. The ability to combine emotional with functional benefits and the discipline to be consistent in positioning and message delivery are core to... View Details
Keywords: by John Quelch
  • 18 Sep 2000
  • Research & Ideas

Getting It Done: Improving Nonprofit Performance

funding is renewed. "Over the long term," warns Grossman, "these experiments may be too few and too late for sustaining a large number of service delivery nonprofit organizations." To lead the charge for more broad-based change—or... View Details
Keywords: by James E. Aisner
  • 15 Feb 2000
  • Research & Ideas

Growing Pains: Prescriptions for U.S. Health Care

gravely ill, HBS professor Clayton Christensen finds its prognosis encouraging. These symptoms, he says, merely reflect inefficient delivery systems that market forces have already begun to reshape. Christensen's optimistic outlook stems... View Details
Keywords: by Staff; Health
  • 07 Sep 2021
  • News

One Degree of Difference

women’s health in the United States, which has the worst rate of maternal mortality of any industrialized nation. Women of color are four times more likely to die in the delivery room. “People theorize that 50 percent to 75 percent of... View Details
Keywords: Jen McFarland Flint; Ambulatory Health Care Services; Health, Social Assistance
  • 07 Mar 2016
  • Working Paper Summaries

Net Neutrality: A Fast Lane to Understanding the Trade-offs

Keywords: by Shane Greenstein, Martin Peitz, and Tommaso Valletti; Media & Broadcasting; Technology; Telecommunications
  • March 2017
  • Exercise

Designing Transformational Customer Experiences

By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details
Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery
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Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
  • 2013
  • Working Paper

The Dirty Laundry of Employee Award Programs: Evidence from the Field

By: Timothy Gubler, Ian I. Larkin and Lamar Pierce
Many scholars and practitioners have recently argued that corporate awards are a "free" way to motivate employees. We use field data from an attendance award program implemented at one of five industrial laundry plants to show that awards can carry significant... View Details
Keywords: Motivation and Incentives; Service Delivery; Performance Productivity; Failure; Service Industry
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Gubler, Timothy, Ian I. Larkin, and Lamar Pierce. "The Dirty Laundry of Employee Award Programs: Evidence from the Field." Harvard Business School Working Paper, No. 13-069, February 2013.
  • 11 Jun 2020
  • In Practice

Are Digital Organizations Better at Overcoming COVID?

Government leaders rushing to contain the COVID-19 pandemic in March gave companies little time to shift to an all-virtual workforce. Ready or not, many businesses had to become more digital. But true digital transformation takes far more than a Zoom account. Using... View Details
Keywords: by Danielle Kost
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