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  • 02 Dec 2019
  • What Do You Think?

How Does a Company like Boeing Respond to Intense Competitive Pressure?

that started a fuel burn 11 hours too early into the mission, using up so much fuel that the capsule could not reach the proper altitude. According to a reported comment by Jim Chilton, senior vice president of the space and launch... View Details
Keywords: by James Heskett; Air Transportation
  • 01 Oct 2020
  • What Do You Think?

Are CEOs the Wrong Leaders for Stakeholder Capitalism?

encouraged to maximize profits, “Then have the boldness to levy taxes on the recipients of dividends to support the stakeholders you favor ” David Weaver reminded us of Prof. Bruce Scott’s belief that “Capitalism works, and works well,... View Details
Keywords: by James Heskett
  • 01 Jul 2019
  • What Do You Think?

Are Super Stretch Goals Only for the Very Young?

Drucker became skeptical of the methodology, particularly when it was tied to monetary incentives that led managers to game the system by understating what they could achieve. Slowly, the notion of stretch goals emerged. Jim Collins and... View Details
Keywords: by James Heskett
  • 05 Dec 2005
  • What Do You Think?

Is Growth Good?

Summing Up by Jim Heskett A small but thoughtful set of responses to the question "Is Growth Good?" posed this month conveys the sense that the wrong questions were asked. According to the... View Details
Keywords: by James Heskett
  • 01 Mar 2004
  • What Do You Think?

Are Customer Loyalty Initiatives Worth the Investment?

To compete with truly 'sticky' customer service, you're going to need to get creative . . ." Jim Coyle suggests that this may involve putting in place effective service recovery programs that "fix problems when they are brought... View Details
Keywords: by James Heskett
  • 04 Mar 2002
  • What Do You Think?

Why the Bull Market in Leadership Books?

treatment of what Jim Collins calls "Level 5 Leadership" in perhaps the most systematically researched of the current offerings, Good to Great. The Level 5 Leader who is capable of leading an upward change in the direction of an... View Details
Keywords: by James Heskett
  • 22 Dec 2008
  • Research & Ideas

10 Reasons to Design a Better Corporate Culture

Why is it that many of the same companies appear repeatedly on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? In their new book, The Ownership Quotient, HBS professors View Details
Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler
  • 10 Sep 2001
  • What Do You Think?

Do MBAs Need More Street Smarts?

savvy and political skill" (Mal Rudner). Efforts may be underway to understand more about issues related to street smarts. Lilly Evans, for example, cited the work in "practical intelligence" by Prof. Robert Sternberg of... View Details
Keywords: by James Heskett
  • 07 Jul 2003
  • What Do You Think?

Can We Have Too Much Productivity Improvement?

as the result of exporting jobs to China, India, and other developing economies. Still others argued that the issue relates to end objectives, not the means, of achieving greater productivity. Jim Noon characterized the first point of... View Details
Keywords: by James Heskett
  • 01 Sep 2006
  • News

Leadership Change at Ford Motor Company

  • 08 Jan 2001
  • What Do You Think?

Have We Extended the Boundaries of the Firm Too Far?

latest manifestation of a lecture given 68 years ago by Ronald Coase, now professor emeritus at the University of Chicago Law School. Prof. Coase set forth a theory designed to help set limits on organizational boundaries. He proposed... View Details
Keywords: by James Heskett
  • 02 Mar 2020
  • What Do You Think?

Are Candor, Humility, and Trust Making a Comeback?

connect with others and learn from them.” And let’s not forget Jim Collins’ classic characterization of a Level Five Leader as one who scores high on the two dimensions of “humility + will.” His memorable analogy of “the window and the... View Details
Keywords: by James Heskett
  • 28 Sep 2011
  • Research & Ideas

The Profit Power of Corporate Culture

arises because little research has been targeted at trying to quantify its importance on performance. In his new book, The Culture Cycle: How to Shape the Unseen Force that Transforms Performance, HBS Professor Emeritus James L. Heskett... View Details
Keywords: by Sean Silverthorne
  • 21 Apr 2008
  • Research & Ideas

The New Math of Customer Relationships

It's the E=MC2 of customer loyalty. Deeply satisfied employee = deeply satisfied customer = lifelong profit. Harvard Business School professor emeritus Jim Heskett and professor Earl Sasser have pursued this... View Details
Keywords: by Sean Silverthorne
  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • June 2008
  • Supplement

Professors Sven Larson and Kenneth Carpenter (E)

By: James L. Heskett and Tor Askild Aase Johannessen
Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
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  • June 2008
  • Supplement

Professors Sven Larson and Kenneth Carpenter (D)

By: James L. Heskett and Tor Askild Aase Johannessen
Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
Related
  • 01 May 2013
  • News

Why Isn’t ‘Servant Leadership’ More Prevalent?

    More on the Economics and Business of Space

    HBS has a thriving community focused on space, with a robust alumni network in the sector and a group of faculty and staff researching and teaching about it. Below, we list faculty and staff members of this community and some of their research. If you have... View Details

    • Web

    Shaping the Learning Environment - Christensen Center for Teaching & Learning

    transition to participant-centered learning can be difficult for both teacher and student. It is critical to create a climate of empathy that encourages students to share their ideas. Transcript The Learning Contract Jim View Details