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      • Faculty Publications  (202)

      Performance MetricsRemove Performance Metrics →

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      • March 2012 (Revised April 2013)
      • Case

      Schön Klinik: Eating Disorder Care

      By: Michael E. Porter, Emma Stanton, Jessica A. Hohman and Caleb Stowell
      The Schön Klinik is a private, for-profit German hospital group trying to establish itself as a premium health care provider in a competitive German market. The case details Schön Klinik's founding, its early focus on measurement and improvement, and the design and... View Details
      Keywords: Health Care Quality; Outcomes; Quality Improvement; Strategy And Performance Measurement; Integration; Measurement and Metrics; Competition; Health Disorders; Health Care and Treatment; Outcome or Result; Performance Evaluation; Business Processes; Health Industry; Germany
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      Porter, Michael E., Emma Stanton, Jessica A. Hohman, and Caleb Stowell. "Schön Klinik: Eating Disorder Care." Harvard Business School Case 712-475, March 2012. (Revised April 2013.)
      • 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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      Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
      • October 2011 (Revised October 2012)
      • Background Note

      On the Use of Capital Efficiency Metrics

      By: Willy Shih and Margaret Pierson
      This note describes capital efficiency metrics including RONA, ROIC, and EVA. This note is intended to be used with the case "Boeing 737 Industrial Footprint: The Wichita Decision," HBS No. 612-036. View Details
      Keywords: Capital; Performance Efficiency
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      Shih, Willy, and Margaret Pierson. "On the Use of Capital Efficiency Metrics." Harvard Business School Background Note 612-034, October 2011. (Revised October 2012.)
      • September 2011 (Revised February 2013)
      • Case

      Trucost: Valuing Corporate Environmental Impacts

      By: Michael W. Toffel and Stephanie van Sice
      Trucost provided corporate environmental performance data and analysis to institutional investors and corporate managers, but after operating for a decade had yet to achieve profitability. Trucost was struggling to effectively differentiate its high quality products... View Details
      Keywords: Competitive Strategy; Knowledge Use and Leverage; Distribution Channels; Investment; Measurement and Metrics; Corporate Social Responsibility and Impact; Information; Value; Environmental Sustainability; Financial Services Industry
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      Toffel, Michael W., and Stephanie van Sice. "Trucost: Valuing Corporate Environmental Impacts." Harvard Business School Case 612-025, September 2011. (Revised February 2013.)
      • September 2011 (Revised July 2012)
      • Case

      Building Watson: Not So Elementary, My Dear!

      By: Willy Shih
      This case is set inside IBM Research's efforts to build a computer that can successfully take on human challengers playing the game show Jeopardy! It opens with the machine named Watson offering the incorrect answer "Toronto" to a seemingly simple question during the... View Details
      Keywords: Technological Innovation; Standards; Product Development; Organizational Change and Adaptation; Mathematical Methods; Research and Development; Information Technology
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      Shih, Willy. "Building Watson: Not So Elementary, My Dear!" Harvard Business School Case 612-017, September 2011. (Revised July 2012.)
      • September 2011
      • Article

      A Global Leader's Guide to Managing Business Conduct

      By: Lynn S. Paine, Rohit Deshpandé and Joshua D. Margolis
      An extensive global survey by three Harvard Business School professors finds that employees agree on core standards of corporate behavior. But meeting those standards will require new approaches to managing business conduct. The compliance and ethics programs of most... View Details
      Keywords: Leadership; Management; Ethics; Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Standards; Corporate Accountability; Corporate Governance
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      Paine, Lynn S., Rohit Deshpandé, and Joshua D. Margolis. "A Global Leader's Guide to Managing Business Conduct." Harvard Business Review 89, no. 9 (September 2011). (Online edition.)
      • June 2011
      • Article

      The Paradox of Excellence

      By: Thomas J. DeLong and Sara DeLong
      Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new... View Details
      Keywords: Employees; Innovation and Invention; Strength and Weakness; Performance Productivity; Risk and Uncertainty; Motivation and Incentives; Satisfaction
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      DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
      • April 2011
      • Case

      Porcini's Pronto: "Great Italian cuisine without the wait!"

      By: James L. Heskett and Richard Luecke
      Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
      • March 2011
      • Case

      Insight Communications

      By: Rajiv Lal and Natalie Kindred
      After undertaking a multi-year, metrics-driven operational and cultural overhaul, in April 2010 Insight Communications was planning the next phase of its development. Insight was a New York-based provider of cable, landline phone, and high-speed Internet service to... View Details
      Keywords: Organizational Culture; Competitive Strategy; Management Practices and Processes; Performance Improvement; Growth Management; Management Systems; Business Processes; Measurement and Metrics; Employees; Telecommunications Industry; New York (state, US)
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      Lal, Rajiv, and Natalie Kindred. "Insight Communications." Harvard Business School Case 511-005, March 2011.
      • February 2011 (Revised April 2012)
      • Case

      Braddock Industries, Inc.

      By: William E. Fruhan
      This case examines the drivers of economic value creation for shareholders, and how these drivers are reflected in various incentive compensation programs for management. The case also looks at how the economic performance of business units can be evaluated using... View Details
      Keywords: Business Units; Investment; Executive Compensation; Measurement and Metrics; Performance Evaluation; Business and Shareholder Relations; Motivation and Incentives; Value Creation
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      Fruhan, William E. "Braddock Industries, Inc." Harvard Business School Case 211-061, February 2011. (Revised April 2012.)
      • 2011
      • Article

      'Deprival Value' vs. 'Fair Value' Measurement for Contract Liabilities: How to Resolve the 'Revenue Recognition' Conundrum

      By: Joanne Horton, Richard H. Macve and George Serafeim
      Revenue recognition and measurement principles can conflict with liability recognition and measurement principles. We explore here under different market conditions when the two measurement approaches coincide and when they conflict. We show that where entities expect... View Details
      Keywords: Fair Value; Deprival Value; Contract Liabilities; Fair Value Accounting; Measurement and Metrics; Profit; Revenue Recognition; Assets; Performance Evaluation; Contracts
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      Horton, Joanne, Richard H. Macve, and George Serafeim. "'Deprival Value' vs. 'Fair Value' Measurement for Contract Liabilities: How to Resolve the 'Revenue Recognition' Conundrum." Accounting and Business Research 41, no. 5 (2011): 491–514.
      • January – February 2011
      • Article

      How to Design a Winning Business Model

      By: Ramon Casadesus-Masanell and Joan E. Ricart
      Most executives believe that competing through business models is critical for success, but few have come to grips with how best to do so. One common mistake is enterprises' unwavering focus on creating innovative models and evaluating their efficacy in standalone... View Details
      Keywords: Business Model; Design; Strength and Weakness; Competitive Strategy; Competitive Advantage
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      Casadesus-Masanell, Ramon, and Joan E. Ricart. "How to Design a Winning Business Model." Harvard Business Review 89, nos. 1-2 (January–February 2011): 100–107.
      • Article

      Values, Purpose, Meaning, and Expectations: Why Culture and Context Matter

      By: Rosabeth M. Kanter
      The "rational person" standard, based on assumptions of economic self-interest, has long prevailed in legal reasoning. But understanding of decision making, behavioral choices, and possibilities for action must be enlarged to include a variety of factors that give... View Details
      Keywords: Standards; Interests; Decision Making; Behavior; Value; Groups and Teams; Performance Expectations; Organizational Culture; Leadership; Business Cycles; Forecasting and Prediction; Motivation and Incentives
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      Kanter, Rosabeth M. "Values, Purpose, Meaning, and Expectations: Why Culture and Context Matter." Alabama Law Review 62, no. 5 (2011).
      • 2012
      • Working Paper

      Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services

      By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
      The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details
      Keywords: Experience and Expertise; Learning; Health Care and Treatment; Job Cuts and Outsourcing; Knowledge Acquisition; Volume; Performance Productivity; Health Industry
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      Clark, Jonathan R., Robert S. Huckman, and Bradley R. Staats. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services." Harvard Business School Working Paper, No. 11-057, December 2010. (Revised September 2011, January 2013. NBER Working Paper Series, No. w18723, January 2013)
      • 2010
      • Working Paper

      Accounting Scholarship that Advances Professional Knowledge and Practice

      By: Robert S. Kaplan
      Recent accounting scholarship has used statistical analysis on asset prices, financial reports and disclosures, laboratory experiments, and surveys of practice. The research has studied the interface among accounting information, capital markets, standard setters, and... View Details
      Keywords: Accounting; Business Education; Information; Management Analysis, Tools, and Techniques; Risk Management; Measurement and Metrics; Business Processes; Performance Improvement; Practice
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      Kaplan, Robert S. "Accounting Scholarship that Advances Professional Knowledge and Practice." Harvard Business School Working Paper, No. 11-043, October 2010.
      • Article

      Putting the Brakes on Impact: A Contingency Framework for Measuring Social Performance

      By: A. Ebrahim and V. K. Rangan
      Keywords: Framework; Performance; Measurement and Metrics
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      Ebrahim, A., and V. K. Rangan. "Putting the Brakes on Impact: A Contingency Framework for Measuring Social Performance." Academy of Management Annual Meeting Proceedings (2010). (Included in the 2010 Best Paper Proceedings of the Academy of Management, and also runner-up for the 2010 Carlo Masini Award for Innovative Scholarship from the Public and Nonprofit Division of the Academy of Management.)
      • October 2009 (Revised January 2014)
      • Teaching Note

      Sustainability at Millipore (TN)

      By: Michael W. Toffel
      Teaching Note for [610012]. View Details
      Keywords: Environmental Sustainability; Organizational Structure; Investment; Projects; Performance Improvement; Framework; Measurement and Metrics; Corporate Disclosure; Biotechnology Industry
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      Toffel, Michael W. "Sustainability at Millipore (TN)." Harvard Business School Teaching Note 610-013, October 2009. (Revised January 2014.)
      • September 2009 (Revised May 2011)
      • Case

      Acumen Fund: Measurement in Impact Investing (A)

      By: Alnoor Ebrahim and V. Kasturi Rangan
      Acumen Fund is a global venture capital firm with a dual purpose: it looks for a return on its investments, and it also seeks entrepreneurial solutions to global poverty. This case examines Acumen's new projects in Kenya. The organization's investment committee and its... View Details
      Keywords: Decision Choices and Conditions; Venture Capital; Investment Return; Philanthropy and Charitable Giving; Risk Management; Corporate Social Responsibility and Impact; Business and Government Relations; Social Enterprise; Financial Services Industry; Kenya
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      Ebrahim, Alnoor, and V. Kasturi Rangan. "Acumen Fund: Measurement in Impact Investing (A)." Harvard Business School Case 310-011, September 2009. (Revised May 2011.)
      • September 2009 (Revised May 2011)
      • Supplement

      Acumen Fund: Measurement in Impact Investing (B)

      By: Alnoor Ebrahim and V. Kasturi Rangan
      As Acumen Fund, a global venture philanthropy firm, moves forward with an investment portfolio exceeding $22 million, it runs into two critical measurement problems. First, how should it track the performance of each investment when its interest is not just the bottom... View Details
      Keywords: Venture Capital; Investment Portfolio; Philanthropy and Charitable Giving; Standards; Corporate Social Responsibility and Impact; Performance Evaluation; Social Enterprise; Competition; Financial Services Industry; Kenya
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      Ebrahim, Alnoor, and V. Kasturi Rangan. "Acumen Fund: Measurement in Impact Investing (B)." Harvard Business School Supplement 310-017, September 2009. (Revised May 2011.)
      • September 2009 (Revised September 2010)
      • Case

      Genzyme Center (A)

      By: Michael W. Toffel and Aldo Sesia
      Genzyme Corporation is in the midst of planning its new corporate headquarters, which incorporates many innovative green building features. After learning that the building as planned would likely earn a LEED Silver rating, an intermediate score in the LEED green... View Details
      Keywords: Green Building; LEED Rating System; Economic And Environmental Performance; Program Evaluation And Assessment; Tradeoffs Between Process- And Performance Standards; Buildings and Facilities; Business Headquarters; Governing Rules, Regulations, and Reforms; Standards; Corporate Social Responsibility and Impact; Performance Improvement; Environmental Sustainability; Pollutants; Green Technology Industry
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      Toffel, Michael W., and Aldo Sesia. "Genzyme Center (A)." Harvard Business School Case 610-008, September 2009. (Revised September 2010.)
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