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- All HBS Web (2,338)
- Faculty Publications (742)
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- 29 Jul 2022
- News
Closing the Gap Between Digital Marketing Spending and Performance
- February 1994
- Case
Project Ghost Busters (A)
Describes a field study project undertaken by four students, attacking a specific quality problem in an auto assembly plant. How should they approach this problem to reduce its frequency by 50%? How should they manage this team project to get the most out of all... View Details
Mishina, Kazuhiro. "Project Ghost Busters (A)." Harvard Business School Case 694-066, February 1994.
- 09 Jan 2020
- News
Your Whole Self
why real improvement requires a holistic approach, not just a lifestyle hack. READ MORE April: Amy, thank you so much for joining us today to discuss your newest book, The Leader You Want to Be. Early in the book you introduce us to two... View Details
- 28 Jun 2010
- HBS Case
Cincinnati Children’s Hospital Medical Center
Technology and Operations Management course (TOM), the case offers valuable takeaways for future managers of any complex service organization. "It's a good TOM case in that it includes hard numbers and rigorous analysis,"... View Details
- 02 Dec 2020
- News
Nine Ways to Have a Better 2021
Yes, we know it shouldn’t be too difficult to improve on 2020. But just to be sure, we drew on the knowledge, experience, and expertise of HBS faculty and alumni to gather nine strategies to put you over the top, whatever the year ahead... View Details
- September 2003 (Revised October 2010)
- Case
A Pain in the Hip
By: Richard M.J. Bohmer
Describes in detail the process of diagnosing the cause of a sore hip in a young girl. Referred to the emergency room by her pediatrician, the child is subjected to a set of diagnostic tests over a two-day period, each designed to reduce the uncertainty surrounding the... View Details
Keywords: Production; Service Delivery; Service Operations; Performance Improvement; Health Industry
Bohmer, Richard M.J. "A Pain in the Hip." Harvard Business School Case 604-012, September 2003. (Revised October 2010.)
- 30 Apr 2021
- News
Revealing the Rules
context of the unspoken rules, how can leaders improve outcomes for all employees? Leaders should have a frank discussion about the unspoken rules in their organizations and how they might be the cause of employees failing to get promoted... View Details
- Student-Faculty-Profile
Michelle Shell & Ryan Buell
demonstrated the negative effects on decision-making under distress. We are conducting a series of experiments to better quantify the impacts on service operations and to identify ways that the operating... View Details
- 01 Mar 2014
- News
Cutting Edge
and bolts: exiting underperforming adjunct businesses (e.g., pickles and fresh poultry); shaking up the management team; improving the supply chain (thereby increasing plant productivity by 50 percent); and developing a sequenced regional... View Details
- 01 Sep 2011
- News
Water for Life
our business; (2) improve operational efficiency and use energy from sustainable sources; (3) develop climate change adaptation and mitigation programs; and (4) do a large-scale watershed management program... View Details
- 16 May 2012
- Research & Ideas
Can Decades of Military Overspending be Fixed?
States has often turned to cutting-edge technology solutions to solve strategic and operational challenges. “Costs tend to rise in all organizations unless managers and their staffs are skilled in industrial management and strongly... View Details
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
service, at HBS and beyond. Members of the unit have written case studies not only for the Service Management elective but also for other units, such as Technology and Operations Management, Organizational Behavior/Human Resources... View Details
Keywords: Susan Young
- 15 Jul 2008
- News
Building a Capable Organization
- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
profitable parts of their business. It also enabled them to segment different types of order to improve their efficiency. Taken together, the improvements in efficiency and the greater focus on highly... View Details
Keywords: by Sarah Jane Johnston
- 01 Dec 2017
- News
In My Humble Opinion: Truth Teller
cites the importance of being open-minded, listening, and recognizing that turnarounds take time. “Instant change is no change,” he says—though the process still requires operating with a sense of urgency. “This is not the last chance... View Details
Keywords: Julia Hanna
- December 1988 (Revised March 1990)
- Case
Karen Vincent and Zodiac Corp.
Keywords: Family Business; Production; Management; Performance Improvement; Apparel and Accessories Industry
Stevenson, Howard H. "Karen Vincent and Zodiac Corp." Harvard Business School Case 389-078, December 1988. (Revised March 1990.)
- 01 Jun 2012
- News
Think Locally, Act Globally
In 1992, after reforms by India’s government improved the country’s business climate, he formed a consortium that included SFR-France, Emtel-Mauritius, and MSI-UK and bid successfully for one of four mobile-phone network licenses... View Details
- 01 Oct 1996
- News
The Drive for Excellence: An Interview with Jim Henderson
operate in an open and direct fashion. From my point of view as a CEO, one of the most important reasons for behaving responsibly is the effect it has on our own people and our organization. It helps attract people who will, in turn, act... View Details
- 15 Jul 2025
- News
Bringing Business Insights to Micro-entrepreneurs
Every day, more than one million hawkers and other food and beverage vendors across Southeast Asia use the Grab delivery service to operate their small businesses—and grow them for the future—with a little help from Grab’s new AI Merchant Assistant. Via the company’s... View Details
Keywords: April White