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  • April 2008
  • Module Note

Improvement with Customer-Operators

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
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Frei, Frances X., and Dennis Campbell. "Improvement with Customer-Operators." Harvard Business School Module Note 608-135, April 2008.
  • 2024
  • Working Paper

Incrementality Representation Learning: Synergizing Past Experiments for Intervention Personalization

By: Ta-Wei Huang, Eva Ascarza and Ayelet Israeli
This paper introduces Incrementality Representation Learning (IRL), a novel multitask representation learning framework that predicts heterogeneous causal effects of marketing interventions. By leveraging past experiments, IRL efficiently designs and targets... View Details
Keywords: Heterogeneous Treatment Effect; Multi-task Learning; Representation Learning; Personalization; Promotion; Deep Learning; Field Experiments; Customer Focus and Relationships; Customization and Personalization
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Huang, Ta-Wei, Eva Ascarza, and Ayelet Israeli. "Incrementality Representation Learning: Synergizing Past Experiments for Intervention Personalization." Harvard Business School Working Paper, No. 24-076, June 2024.
  • 19 Jul 2004
  • Research & Ideas

Your Customers: Use Them or Lose Them

her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall level of View Details
Keywords: by Martha Lagace
  • March 2001 (Revised February 2009)
  • Case

HDFC (A)

By: Lynn S. Paine, Carin-Isabel Knoop and Suma Raju
The top management team at India's leading home finance company must decide how to deal with the emergence of intense competition at the end of the 1990s. Having founded the industry and dominated it for nearly 20 years, the well-respected company faces a bevy of new... View Details
Keywords: Values and Beliefs; Management Style; Management Teams; Competition; Financial Services Industry; India
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Paine, Lynn S., Carin-Isabel Knoop, and Suma Raju. "HDFC (A)." Harvard Business School Case 301-093, March 2001. (Revised February 2009.)
  • June 2014 (Revised September 2014)
  • Case

Johnson & Johnson: The Promotion of Wellness

By: John A. Quelch and Carin-Isabel Knoop
To create the world's healthiest workforce, diversified health care giant Johnson & Johnson (J&J) mandated participation in its "Culture of Health" program globally, customized by location, culture, and specific health needs to offer prevention-focused education,... View Details
Keywords: Healthcare; Employee Motivation; Transformation; Ethics; Health; Human Resources; Leadership; Management; Personal Development and Career; Problems and Challenges; Strategy; Health Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; North and Central America; Middle East; Latin America; Europe; Asia
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Quelch, John A., and Carin-Isabel Knoop. "Johnson & Johnson: The Promotion of Wellness." Harvard Business School Case 514-112, June 2014. (Revised September 2014.)

    Benson P. Shapiro

    Benson P. Shapiro is a well-known authority on marketing strategy and sales management with particular interests in pricing, product line planning, and marketing organization. He is also the Malcolm P. McNair Professor of Marketing Emeritus at the Harvard Business... View Details

    Keywords: apparel; banking; beauty products; brokerage; chemical; computer; consulting; e-commerce industry; electrical equipment; electronics; financial services; food; high technology; industrial goods; information; information technology industry; internet; investment banking industry; manufacturing; marketing industry; metals; plastics; printing; professional services; software; steel; telecommunications; wholesale

      Kris Johnson Ferreira

      Kris Ferreira is the Edgerley Family Associate Professor of Business Administration in the Technology and Operations Management (TOM) Unit. She teaches the Supply Chain Management course in the MBA elective curriculum and analytics in numerous Executive Education... View Details

      Keywords: retailing
      • Research Summary

      The Impact of ABC on Managerial Decisions

      In this type of research, Ratna Sarkar seeks to determine whether, in fact, new cost systems such as ABC (Activity Based Costing) have a measurable effect on managerial decisions regarding product and customer mix.

      The theory of ABC is now academically established,... View Details

      • 2022
      • Book

      Purpose + Profit: How Business Can Lift Up the World

      By: George Serafeim
      The roadmap and best practices to reap the enormous value that can emerge when your business prioritizes social and environmental goals—such as climate change, diversity and inclusion, and sustainability—right alongside the pursuit of profit.

      We not only... View Details
      Keywords: ESG (Environmental, Social, Governance) Performance; Profitability; Business And Society; Organizations; Mission and Purpose; Goals and Objectives; Social Issues; Environmental Sustainability; Value Creation; Organizational Change and Adaptation
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      Serafeim, George. Purpose + Profit: How Business Can Lift Up the World. New York: HarperCollins Leadership, 2022.
      • 04 May 2020
      • News

      The right way to use experiments to create better products more quickly

        Social Strategies That Work

        Over a billion people use social platforms on the Internet, making them the most frequently visited category of sites. Some platforms, such as eHarmony, MeetUp, and Twitter, allow us to connect to strangers. eHarmony alone is estimated to account for one in six new... View Details
        • June 1981 (Revised May 1988)
        • Case

        L.L. Bean, Inc.: Corporate Strategy

        By: Hirotaka Takeuchi
        L.L. Bean, Inc., a Maine-based manufacturer and mail-order retailer of sporting goods and apparel, has grown from $3 million in sales (1967) to over $120 million (1980). Current projections predict an annual compounded growth of 25% through 1985. Management must decide... View Details
        Keywords: Globalization; Growth and Development; Growth Management; Production; Quality; Sales; Situation or Environment; Corporate Strategy; Internet and the Web; Apparel and Accessories Industry; Retail Industry
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        Takeuchi, Hirotaka. "L.L. Bean, Inc.: Corporate Strategy." Harvard Business School Case 581-159, June 1981. (Revised May 1988.)
        • October 2018 (Revised February 2020)
        • Case

        Commonwealth Bank of Australia: Unbanklike Experimentation

        By: Ryan W. Buell and Leslie K. John
        Email mking@hbs.edu for a courtesy copy.

        In August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks and was also trying to improve the financial well-being of... View Details
        Keywords: Transparency; Experimentation; Banks and Banking; Credit Cards; Customer Focus and Relationships; Competitive Strategy; Banking Industry; Australia
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        Buell, Ryan W., and Leslie K. John. "Commonwealth Bank of Australia: Unbanklike Experimentation." Harvard Business School Case 619-018, October 2018. (Revised February 2020.)
        • 11 Apr 2016
        • Blog Post

        Working With Organizations That Recruit at HBS: An Interview with Casey O'Connor

        How long have you been working at HBS? I have been working in Career & Professional Development (CPD) at HBS for two years. I was most recently the Customer Support Specialist before moving into the Recruiting Relations View Details
        Keywords: Health Care; Nonprofit / Government
        • 23 Apr 2012
        • Research & Ideas

        How to Brand a Next-Generation Product

        excitement among prospective consumers who value new bells and whistles over small improvements. On the other hand, customers may worry that new features pose the risk of new glitches and a steep learning curve. It's important for a firm... View Details
        Keywords: by Carmen Nobel
        • Research Summary

        Entrepreneurship in Education Reform

        This work explores two questions in the US public education system. First, is there a correlation between improved leadership and management practices and increased student outcomes? And second, can the introduction of market forces such as customer choice among... View Details
        • 05 Jun 2019
        • Blog Post

        Exploring the Beauty Industry through an Independent Project

        completed an Independent Project under the guidance of a professor.   In recent years, the beauty industry has fundamentally changed – incumbents are being disrupted by direct-to-consumer brands, customer data is being used to deliver a... View Details
        • January 2011 (Revised October 2014)
        • Case

        Dropbox: 'It Just Works'

        By: Thomas R. Eisenmann, Michael Pao and Lauren Barley
        Dropbox is a venture-backed Silicon Valley startup, founded in 2006, that provides online storage and backup services to millions of customers using a "freemium" (free + premium offers) business model. The case recounts Dropbox's history from conception through... View Details
        Keywords: Business Model; Growth and Development Strategy; Management Practices and Processes; Distribution; Product Design; Product Development; Internet; Service Industry; California
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        Eisenmann, Thomas R., Michael Pao, and Lauren Barley. "Dropbox: 'It Just Works'." Harvard Business School Case 811-065, January 2011. (Revised October 2014.)
        • January 2012 (Revised January 2014)
        • Case

        Hengdeli: The Art of Coexistence

        By: Rohit Deshpandé and Nancy Hua Dai
        In October 2011, Zhang Yuping, founder and chairman of Hengdeli, the largest Swiss watch retailer in the world, wondered how to work more closely with its key suppliers—Swatch Group, Richemont Group, LVMH Group, and Rolex Group—to maintain strong growth in the Greater... View Details
        Keywords: Supply Chain Management; Apparel and Accessories Industry; Retail Industry; China
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        Deshpandé, Rohit, and Nancy Hua Dai. "Hengdeli: The Art of Coexistence." Harvard Business School Case 512-058, January 2012. (Revised January 2014.)
        • March 1990 (Revised October 1990)
        • Case

        Ruentex Industries Ltd. and Liz Claiborne, Inc.

        Describes Ruentex's operations and the piece goods production process and begins to describe the company's relationship with Liz Claiborne, Inc., its largest customer. When used with Liz Claiborne, Inc. and Ruentex Industries Ltd. and Liz Claiborne, Inc. and Ruentex... View Details
        Keywords: Supply Chain Management; Relationships; Cooperation; Apparel and Accessories Industry
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        Flaherty, Marie-Therese M., and Jill S. Dalby. "Ruentex Industries Ltd. and Liz Claiborne, Inc." Harvard Business School Case 690-049, March 1990. (Revised October 1990.)
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