Publications

TeachingInterests

Managing Service Operations

By: Frances X. Frei

Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.

Career Focus

Managing Service... View Details

June 2003
Module Note

Managing Segments-Module Note

By: Das Narayandas

Describes the Managing Segments module of the Business Marketing course. View Details

Keywords: Marketing; Curriculum and Courses; Business Education

Video

Managing Email Notifications

Jun 11 2020
Article

Crisis Management for Leaders

Research Summary

Performance Management Systems

By: Robert S. Kaplan

Kaplan's research on performance management systems includes further applications of strategy maps and The Balanced Scorecard for effective strategy execution. His recent research... View Details

2005
Working Paper

Macro for Managers

By: David A. Moss

This note attempts to provide a conceptual overview of macroeconomics. Designed for managers and students of management, it emphasizes fundamental ideas and relationships, rather than mathematical models and formulas. The note identifies—and is structured around—three... View Details

Keywords: Macroeconomics; Money; Relationships; Performance Expectations

October 1978 (Revised November 1985)
Background Note

Managing Interpersonal Conflict

Discusses the nature and dynamics of interpersonal conflict and suggests how to diagnose and manage a conflict situation. The perspective employed is that of an interested third party who wishes to intervene in the conflict to resolve or control it. Focuses on how to... View Details

Keywords: Conflict Management

March 2001 (Revised May 2001)
Case

&Samhoud Service Management

By: Thomas J. DeLong, Ashish Nanda and Monica Mullick

&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details

Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands

2017
Working Paper

Learning by Doing: The Value of Experience and the Origins of Skill for Mutual Fund Managers

By: Elisabeth Kempf, Alberto Manconi and Oliver Spalt

Learning by doing matters for professional investors. We develop a new methodology to show that mutual fund managers outperform in industries where they have obtained experience on the job. The key to our identification strategy is that we look "inside" funds and... View Details

Keywords: Fund Managers; Experience and Expertise; Performance; Forecasting and Prediction

SSRN

February 1996
Background Note

Managing for Creativity

By: Teresa M. Amabile

Organizational stimulants and obstacles to creativity are summarized. The management tasks of supporting creativity and encouraging innovation are described as a delicate balance between over-control and chaos. A technology used to assess the climate for creativity is... View Details

Keywords: Innovation and Invention; Management Practices and Processes; Organizational Culture; Creativity; Motivation and Incentives; Technology

September 2010 (Revised May 2012)
Case

Windward Investment Management

By: Luis M. Viceira and Ricardo Alberto De Armas

Windward Investment Management has experienced rapid growth in assets under management in just ten years, from under $30 million at year-end 1999 to $3.6 billion in 2010. Windward is one of the leading firms in the Registered Investment Advisor (RIA) industry that... View Details

Keywords: Asset Management; Valuation; Investment; Growth and Development Strategy; Financial Services Industry

Web

Summer Venture in Management

Harvard Business School Summer Venture in Management IMAGINE YOURSELF AS A HARVARD BUSINESS SCHOOL STUDENT... The Summer Venture in Management Program (SVMP) is an educational program designed to increase... View Details

November 2010
Case

Morgan Asset Management

By: Boris Groysberg, Paul M. Healy and Sarah Abbott

It is 2010 and Guillermo Araoz, the equity research director at Morgan Asset Management (MAM), is considering his research budget for the year. Due to recent declines in the equity markets and MAM's sale of its mutual funds business, MAM has seen a decline in its... View Details

Keywords: Budgets and Budgeting; Asset Management; Financial Strategy; Investment; Resource Allocation; Research and Development; Financial Services Industry

12 Mar 2012
News

Pepsi’s Management Shakeup

September 1997
Case

Radiology Management Sciences

Radiology Management Sciences (RMS) analyzes diagnostic imaging claims to help HMOs and insurers control utilization. As industry changes threaten RMS's profitability, the company's founders contemplate two alternative business models. View Details

Keywords: Business Model; Industry Growth; Service Industry; Health Industry