Quality Management System - Publications - Faculty & Research - Harvard Business School

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March 1998 (Revised October 1999)
Case

Electronic Data Systems (EDS)

By: Rosabeth M. Kanter and Thomas Dretler

Explores a global program of Electronic Data Systems (EDS) called "Global Volunteer Day" and examines the activities and business situation of the company in four countries. Asks students to address whether American values like "volunteerism" can be exported. View Details

Keywords: Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Corporate Social Responsibility and Impact; Business and Community Relations; Information Technology Industry; United States

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January 2017 (Revised April 2018)
Background Note

Introduction to Incentive-based Sales Compensation Systems

This background note explains the structure of incentive-based sales compensation systems. View Details

Keywords: Sales Compensation; Sales Force Compensation; Sales Force Management; Sales; Salesforce Management; Compensation and Benefits; Motivation and Incentives; Industrial Products Industry; Consumer Products Industry; Retail Industry; United States

September 2011 (Revised January 2012)
Case

Telemonitoring at Visiting Nurse Health System

By: F. Warren McFarlan, Mark Keil and Mala Kaul

The Telemonitoring at Visiting Nurse Health System case presents one home healthcare organization's efforts to use telemonitoring to improve the quality of care provided to at-risk patients who were discharged from hospitals and needed home care. After two years of... View Details

Keywords: Capital Budgeting; Cost vs Benefits; Risk Management; Technology Adoption; Technological Innovation; Organizational Change and Adaptation; Competitive Strategy; Health Industry; Technology Industry

June 1995
Case

Polaroid Corporation: European Distribution System

By: Janice H. Hammond and Afroze A Mohammed

Describes distribution operations in Polaroid Europe. In the late 1980s, Polaroid senior management in the United States proposed moving from a system of 12 decentralized warehouses to a centralized distribution system in which all inventory for European retailers... View Details

Keywords: Distribution; Operations; Risk Management; Distribution Channels; Logistics; Transition; Strategy; Problems and Challenges; Industry Structures; Consumer Products Industry; Europe; European Union; United States

1999
Book

Corporate Information Systems Management: The Challenge of Managing in an Information Age

By: L. M. Applegate, F. W. McFarlan and J. L. McKenney

Keywords: Information Management

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October 2004 (Revised January 2006)
Tutorial

Introduction to Responsibility Accounting Systems

By: David F. Hawkins, V.G. Narayanan, Jacob Cohen and Michele Jurgens

Responsibility accounting systems generate financial and related nonfinancial information about the actual and planned activities of a company's responsibility centers--organizational units headed by managers responsible for a unit's performance. The principal... View Details

Keywords: Business or Company Management; Cost Accounting; Governance Controls; Financial Reporting; Performance Evaluation; Budgets and Budgeting; Planning

01 Dec 2006
What Do You Think?

How Important Is Quality of Labor? And How Is It Achieved?

discussion arose as to just what quality of labor is and how it can be measured and developed on the national level. To Nari Kannan, "Quality of labor is such a broad term. It all depends upon 'labor doing what?' Also, View Details

Keywords: by by Jim Heskett

January 2, 2020
Article

Changes in Quality of Care After Hospital Mergers and Acquisitions

By: Nancy Dean Beaulieu, Leemore S. Dafny, B. E. Landon, Jesse Dalton, Ifedayo Kuye and J. Michael McWilliams

Background: The hospital industry has consolidated substantially during the past two decades and at an accelerated pace since 2010. Multiple studies have shown that hospital mergers have led to higher prices for commercially insured patients, but research about effects... View Details

Keywords: Hospitals; Mergers and Acquisitions; Health Care and Treatment; Quality

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November–December 2019
Article

Making Sense of Soft Information: Interpretation Bias and Loan Quality

By: Dennis Campbell, Maria Loumioti and Regina Wittenberg Moerman

We explore whether behavioral biases impede the effective processing and interpretation of soft information in private lending. Taking advantage of the internal reporting system of a large federal credit union, we delineate three important biases likely to affect the... View Details

Keywords: Soft Information; Lending; Banking; Information; Financing and Loans; Banks and Banking; Decision Making

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March 1994 (Revised August 1997)
Case

Raychem Corp.: Interconnection Systems Division

By: Clayton M. Christensen

Describes the highly successful efforts of a management team to turn around the performance of a $30 million Raychem division that manufactures electronic connectors. The original manufacturing system was a batch operation, with a broad product line, high inventories,... View Details

Keywords: Cost Management; Time Management; Production; Organizational Change and Adaptation; Success; Performance; Strategy; Competitive Strategy; Electronics Industry

July 1990
Case

Ceramics Process Systems Corp. (B)

By: Kim B. Clark and Brent D. Barnett

Ceramics Process Systems (CPS) is an advanced ceramics company facing problems with lead time in product/process development, and late delivery of prototype parts to its customers. Engineering is confronted with difficult technical problems and multiple objectives... View Details

Keywords: Product Development; Business Processes; Management Practices and Processes; Supply Chain Management; Machinery and Machining; Goals and Objectives; Resource Allocation; Customer Satisfaction; Customer Value and Value Chain; Manufacturing Industry

November 2016 (Revised April 2017)
Case

Hygeia Group: Delivering Quality Care in Nigeria

By: Robert F. Higgins and Ifedayo O. Kuye

Fola Laoye is the Group Managing Director of Hygeia Group, a Nigerian healthcare insurer and provider, and she is deciding on the optimal strategy to grow the provider arm of her business. Hygeia Group was founded in the 1980s by her physician parents, and although... View Details

Keywords: Healthcare; Healthcare Industry; Hospitals; Nigeria; Health Care and Treatment; Growth and Development Strategy; Health Industry; Nigeria

March 2000
Case

Aspect Medical Systems

By: Richard M.J. Bohmer and Naomi Atkins

Entrepreneur Nassib Chamoun has created an innovative anesthesiology device that monitors patients' consciousness levels during surgery. This case tracks how Chamoun and his executive team built the infrastructure of the company and actively managed the adoption... View Details

Keywords: Decision Choices and Conditions; Entrepreneurship; Independent Innovation and Invention; Infrastructure; Product Design; Product Development; Problems and Challenges; Adoption; Competitive Strategy; Technology Industry

January 2013
Case

Andrew Ryan at VC Brakes

By: Frank V. Cespedes and Sunru Yong

An aftermarket brake component manufacturer, VC Brakes, is bought out by a global automotive parts corporation after the 2008 financial crisis. Unlike its previous parent company, the new owner attempts to change VC Brakes' autocratic management style and... View Details

Keywords: Organizational Culture; Quality Management; Crisis Management; Human Resource Management; Organizational Change and Adaptation; Quality; Change Management; Leading Change; Restructuring; Management Practices and Processes; Problems and Challenges; Auto Industry

July 1997 (Revised February 1998)
Case

Aladdin Knowledge Systems

By: John A. Quelch

The founder, president, and CEO of a leading software security company has just announced the $5.1 million cash acquisition of a key competitor. As a result, his company becomes the market share leader in Europe and number two in the United States. But now, he and the... View Details

Keywords: Distribution; Marketing; Applications and Software; Globalization; Acquisition; Sales; Information Technology Industry; United States; Europe

June 2004
Case

AT&T's Transmission Systems Business Unit (A)

By: Rogelio Oliva, Elizabeth Keating and James Quinn

The newly appointed director of the project dedicated to reducing product development time for AT&T's Transmission Systems Business Unit (TSBU) is trying to decide how best to sustain the momentum of its Achieving Process Excellence (APEX) teams. During the past three... View Details

Keywords: Quality; Groups and Teams; Performance Improvement; Business Processes; Product Development; Telecommunications Industry

October 1990 (Revised November 1992)
Case

Ceramics Process Systems Corp. (A)

By: Clayton M. Christensen

A small ceramics company started by a group of MIT professors struggles with some basic technology strategy issues. A plan to take "one commercializable step" at a time in order to get a foothold in the market goes awry because of incompatibility between the company's... View Details

Keywords: Business Startups; Technology; Problems and Challenges; Market Entry and Exit; Innovation Strategy; Technological Innovation; Research and Development; Production; Manufacturing Industry; Cambridge

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March 2024
Article

Do Safety Management System Standards Indicate Safer Operations? Evidence from the OHSAS 18001 Occupational Health and Safety Standard

By: Kala Viswanathan, Matthew S. Johnson and Michael W. Toffel

Problem definition: Given the enormous disruptions and costs of occupational injuries, companies and buyers are increasingly looking to voluntary occupational health and safety standards to improve worker safety. Yet because these standards only require... View Details

Keywords: Occupational Health; Occupational Safety; Program Evaluation; Safety Performance; Injuries; OHSAS 18001; ISO 45001; Working Conditions; Safety; Standards

01 Aug 2011
News

Reforming Health Care Systems

1995
Book

Levers of Control: How Managers Use Innovative Control Systems to Drive Strategic Renewal

Keywords: Management Systems

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