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  • 2002
  • Other Unpublished Work

Legal Management: The Case for a Managed Model for the Delivery of Legal Services

By: Ethan S. Bernstein
This essay takes a brief look at the innovations in the delivery of legal services made due to the expansion of the pre-paid sector and uses those changes in the power dynamics of the industry to make a compelling case for a more widespread, managed model. The managed... View Details
Keywords: Management; Law; Service Delivery; Legal Services Industry; United States
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  • Web

RCS Policies - Research Computing Services

backup policy, please contact the ESS group within HBS via a Service Now HBS IT ticket. Auto-sync services cannot be used with cloud-based file sharing services (e.g., DropBox)... View Details
  • 14 Apr 2017
  • News

How Airbnb's redesign aims to combat discrimination on the service

  • 2019
  • Working Paper

Biometric Monitoring, Service Delivery and Misreporting: Evidence from Healthcare in India

By: Thomas Bossuroy, Clara Delavallade and Vincent Pons
Developing countries increasingly use biometric identification technology in hopes of improving the reliability of administrative information and delivering social services more efficiently. This paper exploits the random placement of biometric tracking devices in... View Details
Keywords: Biometric Technology; Health Care and Treatment; Technological Innovation; Analytics and Data Science; Quality; Performance Improvement; India
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  • 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

  • Web

Frequently Asked Questions - Research Computing Services

Help Frequently Asked Questions 3ms Accessing Our Services and Training Can I provide a research collaborator access to the HBSGrid? Non-HBS Collaborators of HBS faculty can gain access to the research computing grid by requesting a guest... View Details
  • 11 Feb 2015
  • News

Dedicated to a public service mission

details about the projects in which he is involved. The goal is “job growth and to ensure we can have a more viable middle class.” “We’re dedicated to improving people’s lives,” he says. Hunt’s commitment to community began while serving... View Details
  • January–February 2024
  • Article

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments

By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
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  • 2008
  • Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
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  • October 2023
  • Article

Improving Regulatory Effectiveness Through Better Targeting: Evidence from OSHA

By: Matthew S. Johnson, David I. Levine and Michael W. Toffel
We study how a regulator can best target inspections. Our case study is a U.S. Occupational Safety and Health Administration (OSHA) program that randomly allocated some inspections. On average, each inspection averted 2.4 serious injuries (9%) over the next five years.... View Details
Keywords: Safety Regulations; Regulations; Regulatory Enforcement; Machine Learning Models; Safety; Operations; Service Operations; Production; Forecasting and Prediction; Decisions; United States
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  • 24 Sep 2018
  • Research & Ideas

How Cost Accounting is Improving Healthcare in Rural Haiti

School. Originally used to measure product and services costs in manufacturing, finance, and retail, TDABC had more recently been used to analyze expenses in large American hospitals. The Haiti study was the first time the system had been... View Details
Keywords: by Carmen Nobel; Health
  • 26 May 2003
  • Research & Ideas

Corporate Transparency Improves For Foreign Firms in U.S. Markets

equity or direct investment in the company's home country and labor market interactions evidenced by business travel from the home country to the U.S follow U.S.-style disclosure practices. There is mixed... View Details
Keywords: by Cynthia Churchwell
  • March 2013
  • Other Article

Redesigning Primary Care: A Strategic Vision to Improve Value by Organizing Around Patients' Needs

By: Michael E. Porter, Erika A. Pabo and Thomas H. Lee
Primary care in the United States currently struggles to attract new physicians and to garner investments in infrastructure required to meet patients' needs. We believe that the absence of a robust overall strategy for the entire spectrum of primary care is a... View Details
Keywords: Health
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  • August 2018 (Revised July 2019)
  • Background Note

Conducting a Kaizen

By: Willy Shih
Kaizen, meaning change for the better in Japanese, is a set of activities directed at improving standardized work, equipment, and procedures for carrying out daily production or other business operations. It was popularized by Toyota as an integral part of its Toyota... View Details
Keywords: Best Practices; Continuous Improvement; Kaizen; Process Improvement; 5S; Muda; Toyota Production System; Production; Service Operations; Performance Improvement; North and Central America; Asia; Japan
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  • April 1990 (Revised November 1992)
  • Case

Population Services International: The Social Marketing Project in Bangladesh (Abridged)

By: James E. Austin
Population Services International (PSI) was a not-for-profit agency founded to disseminate family planning information and to market birth control products, primarily in less developed countries seeking to curb their population explosions. In 1976, PSI concluded an... View Details
Keywords: Conferences; Developing Countries and Economies; Information Publishing; Growth and Development Strategy; Marketing Strategy; Social Marketing; Agreements and Arrangements; Product; Nonprofit Organizations; Pharmaceutical Industry; Bangladesh; Washington (state, US)
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    Designating Certain Post-Acute Care Facilities As COVID-19 Skilled Care Centers Can Increase Hospital Capacity And Keep Nursing Home Patients Safer

    As the number of COVID-19 cases nationwide continues to grow, a number of hospitals will need to convert acute care beds into intensive care beds, and discharge stable patients to post-acute care settings such as nursing homes.  In addition, nursing homes unable... View Details
    • 30 Sep 2014
    • News

    First Look: Harvard’s New Launch Lab, a Home for Alumni Startups

    Keywords: i-Lab; Launch Lab; Educational Services; Educational Services; Educational Services; Educational Services
    • Article

    Social Technology: An Interdisciplinary Approach to Improving Care for Older Adults

    By: Arthur Kleinman, Hongtu Chen, Sue E. Levkoff, Ann Forsyth, David E. Bloom, Winnie Yip, Tarun Khanna, Conor J. Walsh, David Perry, Ellen W. Seely, Anne S. Kleinman, Yan Zhang, Yuan Wang, Jun Jing, Tianshu Pan, Ning An, Zhenggang Bai, Jiexiu Wang, Qing Liu and Fawwaz Habbal
    Population aging is a defining demographic reality of our era. It is associated with an increase in the societal burden of delivering care to older adults with chronic conditions or frailty. How to integrate global population aging and technology development to help... View Details
    Keywords: Health Care and Treatment; Age; Service Delivery; Information Technology; Collaborative Innovation and Invention
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    • 2023
    • Working Paper

    When Does Gamified Training Improve Performance? The Roles of Office and Leader Engagement

    By: Ryan W. Buell, Wei Cai and Tatiana Sandino
    Gamified training is a novel management control system in which companies use gamification techniques to engage and motivate employees to learn. This study empirically examines the performance consequences of gamified training using data from a natural field... View Details
    Keywords: Gamified Training; Management Control Systems; Employee Engagement; Employees; Learning; Training; Motivation and Incentives; Performance
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    • Web

    R and Python - Research Computing Services

    1.1. The software module system will prevent you from doing so. Installing custom R packages No special instructions are needed for this. Using the install.packages() command from within R or RStudio will download and install the specified packages in your View Details