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  • All HBS Web  (2,298)
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    • Events  (8)
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  • All HBS Web  (2,298)
    • People  (4)
    • News  (639)
    • Research  (1,373)
    • Events  (8)
    • Multimedia  (3)
  • Faculty Publications  (611)
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  • October 1994 (Revised November 1994)
  • Case

British Airways: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
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Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
  • Web

Usage and Policies - Research Computing Services

About Us Usage and Policies 2ms For information about our terms of service and acceptable use policies, please see the below pages. Eligibility Except where noted in our terms of service and policy... View Details
  • Web

Compute Cluster and Data Storage - Research Computing Services

Foundation's Allocated Production Compute/Storage/Cloud (ACCESS) is an advanced cyberinfrastructure system providing advanced computing and data resources. Access to large-scale computing systems, storage, and other resources are... View Details
  • May 2013
  • Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Transportation; Transportation Industry; India
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Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (C): Dealing with Shortcomings in Service Quality." Harvard Business School Supplement 113-132, May 2013.
  • November 2016
  • Supplement

United Airlines Operations

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel
This video is a collection of clips that highlight aspects of United Airlines' operations View Details
Keywords: Service; Service Delivery; Service Management; Service Operations; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Effectiveness; Operational Efficiency; Air Transportation; Operations; Air Transportation Industry
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Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "United Airlines Operations." Harvard Business School Multimedia/Video Supplement 617-704, November 2016.
  • 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... View Details
  • September 2014 (Revised February 2017)
  • Case

Belk: Towards Exceptional Scheduling

By: Ethan Bernstein, Saravanan Kesavan, Bradley Staats and Luke Hassall
With 24,000 staff and over 300 stores, Belk Inc. sought to replace its entirely manual labor scheduling system with an automated software solution from Reflexis. Belk hoped the upgrade would simplify scheduling, reduce time employees spent in non-customer-facing roles,... View Details
Keywords: Retail; Scheduling; Local Autonomy; Automation; Metrics; Organizational Change; Human Resource Management; Process Improvement; Performance Measurement; Transparency; Southern United States; Retailing; Department Stores; System Outsourced Services; Employee Relationship Management; Selection and Staffing; Change Management; Governance Controls; Resource Allocation; Service Operations; Organizational Culture; Organizational Change and Adaptation; Performance Evaluation; Performance Improvement; Applications and Software; Family Business; Retail Industry; Technology Industry; United States
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Bernstein, Ethan, Saravanan Kesavan, Bradley Staats, and Luke Hassall. "Belk: Towards Exceptional Scheduling." Harvard Business School Case 415-023, September 2014. (Revised February 2017.)
  • September 2016 (Revised August 2018)
  • Supplement

United Airlines: More Out-and-Back Flying?: Case Supplement #1

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel
This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data. View Details
Keywords: Service; Service Excellence; Service Management; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Operations; Service Operations; Service Delivery; Air Transportation Industry; United States
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Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "United Airlines: More Out-and-Back Flying? Case Supplement #1." Harvard Business School Spreadsheet Supplement 617-701, September 2016. (Revised August 2018.)
  • 04 Dec 2023
  • Blog Post

My Summer of Joy with the National Parks Service

Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources Center (SRC). The SRC is the NPS national dive program, responsible for... View Details
  • Web

Running a Program/Submitting a Job - Research Computing Services

variety of software is available on the cluster by default . These are augmented by an extensive set of software environments available through the Lmod software module system . Additionally, we offer users the ability to install their... View Details
  • Web

Responsibilities and Acceptable Use - Research Computing Services

much as possible by the LSF scheduler, OS sandboxing (CGROUPS), and identity management permissions. However, there are a number of things to keep in mind while using this shared resource so that the system can work as well as possible... View Details
  • January 1994
  • Case

ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation

By: D. Quinn Mills, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson and Richard C. Wei
In the midst of dramatic changes in the information systems industry and declining profits at the ABC Co., the vice president in charge of the sales and service division, Jeff, and his managers attempt to transform their division. The transformation gets off to a good... View Details
Keywords: Organizational Change and Adaptation; Transformation; Motivation and Incentives; Resignation and Termination; Communication; Business or Company Management; Information Technology Industry
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Mills, D. Quinn, Brock W. Orwig, Janet M. Pumo, Todd C. Stilson, and Richard C. Wei. "ABC Sales and Service Division: A Case Study of Personal and Organizational Transformation." Harvard Business School Case 494-075, January 1994.
  • 01 Oct 1996
  • News

"Service-Profit Chain" Links Members of Service Management Unit

costs of employee turnover? What are the benefits of a loyal customer base? These are questions that intrigue members of the Service Management unit. Judging from the popularity of the Service Management... View Details
Keywords: Susan Young
  • Web

Software Environments via Conda - Research Computing Services

Software Tools Software Environments via Conda 12ms Conda is a general-purpose, cross-platform package manager written in Python and developed by Continuum Analytics. HBSGrid administrators use conda to install R and Python environments that you can access via the... View Details
  • Web

Technical How-To’s & Notes - Research Computing Services

Help Help Technical How-To’s & Notes 1ms Archiving Your Research Files on the HBSGrid Change your Unix command prompt Changing permissions on the HBSGrid Monitoring CPU usage of your jobs on the HBSGrid HBSGrid Project directory space notifications Saving plots and... View Details
  • Web

Connecting Remotely to WRDS on Windows - Research Computing Services

information you use to log in on the WRDS website) on hand Know whether your machine is 64bit or 32-bit. You can check by typing “Control Panel” in the Start menu. From there, go to “System and Security”, and then click “System”. The operating View Details
  • Article

Why Hospitals Don't Learn from Failures: Organizational and Psychological Dynamics That Inhibit System Change

By: A. Tucker and A. Edmondson
The importance of hospitals learning from their failures hardly needs to be stated. Not only are matters of life and death at stake on a daily basis, but also an increasing number of U.S. hospitals are operating in the red. This article reports on in-depth qualitative... View Details
Keywords: Health Care and Treatment; Health Industry
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Tucker, A., and A. Edmondson. "Why Hospitals Don't Learn from Failures: Organizational and Psychological Dynamics That Inhibit System Change." California Management Review 45, no. 2 (Winter 2003). (Winner of Accenture Award For the article published in the California Management Review that has made the most important contribution to improving the practice of management​.)
  • 11 Jan 2024
  • Blog Post

My Summer of Joy with the National Parks Service

This article was originally published by HBS Recruiting: Insights & Advice. Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources... View Details
  • Web

Managing and Innovating in Financial Services - Course Catalog

HBS Course Catalog Managing and Innovating in Financial Services Course Number 1509 Professor David Scharfstein Spring; Q3Q4; 3.0 credits 27 Sessions Exam Course Content Financial services firms play a... View Details
  • Web

WRDS - Wharton Research Data Services | Baker Library

WRDS - Wharton Research Data Services Platform hosting financial, accounting, banking, economics, management, marketing, and public policy databases accessible through a single interface. Read More WRDS is a web-based business data... View Details
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