Publications

04 Dec 2023
Blog Post

My Summer of Joy with the National Parks Service

felt like I actually had the privilege to pursue opportunities that were never even open to me before, but also felt like I needed to use that privilege to find the best opportunities I could. Rhea Choudhury (MBA 2024) I remember finding... View Details

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R and Python - Research Computing Services

Software Tools R & Python 2ms The HBSGrid uses a combination of Anaconda, miniConda (a slimmed down Anaconda), and software modules to provide feature-rich environments for R and Python . This page briefly discusses need-to-knows for each... View Details

August 2017 (Revised July 2019)
Case

GROW: Using Artificial Intelligence to Screen Human Intelligence

By: Ethan Bernstein, Paul McKinnon and Paul Yarabe

Over 10% of all 2017 university graduates in Japan used GROW, an artificial intelligence platform and mobile app developed by Tokyo-based people analytics startup IGS, to recruit for a job. This case puts participants in the shoes of IGS founder and CEO Masahiro... View Details

Keywords: Big Data; Artificial Intelligence; Talent and Talent Management; Recruitment; Selection and Staffing; Human Resources; Information Technology; AI and Machine Learning; Analytics and Data Science; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Japan

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RCS Offboarding Checklist - Research Computing Services

destroyed. If you plan to purchase your HBS laptop, TSS will remove all HBS productivity software for you; you may need to remove any HBS-licensed research software yourself. HBSGrid cluster– Have you requested a guest user account (if needed)? Should you need to... View Details

13 Sep 2013
HBS Seminar

Nirupama Rao, NYC Wagner School of Public Service

13 Sep 2013
HBS Seminar

Nirupama Rao, NYU Wagner School of Public Service

October 1994 (Revised March 1999)
Case

Ritz-Carlton: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser, Thomas O. Jones and Norman Klein

Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details

Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology

2017
Working Paper

Discretionary Task Ordering: Queue Management in Radiological Services

By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats

Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details

SSRN

Web

Database Best Practices - Research Computing Services

the steps taken in cleaning and preparing raw data for importation. Column naming is also an important part of documentation. Names should be descriptive and usable as well as consistent. Avoid using spaces and quoted identifiers in... View Details

05 Jun 2006
Research & Ideas

Using Competition to Reform Healthcare

field used to handling any patient who walks in the door. And deciding what not to do is an even more radical idea. In health care, the need for strategic choice of services has been avoided because of the... View Details

Keywords: by Michael E. Porter; Health

11 Oct 2011
Working Paper Summaries

US Healthcare Reform and the Pharmaceutical Industry

Keywords: by Arthur Daemmrich; Pharmaceutical; Health

March 2019
Technical Note

Control or Flexibility? Structured Empowerment Offers Both—Lessons from Retail & Service Chains (Abridged)

By: Tatiana Sandino

This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details

Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Service Industry; Service Industry

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Compute Cluster and Data Storage - Research Computing Services

personnel can use AWS to conduct their research. AWS provides a number of services for its customers, including 'bare metal'; unconfigured virtual machines; machine images with preset RAM, CPU, and operating... View Details

25 Mar 2013
Research & Ideas

How Chapter 11 Saved the US Economy

It's no surprise that Harvard Business School professor Stuart C. Gilson gave an enthusiastic thumbs-up to the recently announced $11 billion US Airways/American Airlines merger. The deal, which came after American's parent company, AMR... View Details

Keywords: by Kim Girard; Financial Services

29 Apr 2015
Lessons from the Classroom

Use Personal Experience to Pick Winning Stocks

make it move the way you want," says Malloy. Team members Nami Singhal, Trish Higgins, and Yura Mikhalev (all MBA 2013) used a case that Singhal had studied about Argentina's volatile political system as background information to... View Details

Keywords: by Michael Blanding; Financial Services

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

05 Sep 2012
What Do You Think?

Will Business Management Save US Health Care?

Summing Up What Role Will Management Play in Saving US Health Care? The verdict is in, according to respondents of this month's column: Problems confronting health care in the US are much larger and broader... View Details

Keywords: by Jim Heskett; Health

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