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  • 2013
  • Working Paper

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

By: Claire Senot, Aravind Chandrasekaran, Peter T. Ward and Anita L. Tucker
The quality of operational processes is an important driver of performance in hospitals. In particular, processes that reliably deliver both evidence-based and patient-centered care, which we call conformance and experiential quality, respectively, have been argued to... View Details
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Service Operations; Health Care and Treatment; Performance; Outcome or Result; Health Industry
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  • 27 Sep 2013
  • Working Paper Summaries

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

Keywords: by Claire Senot, Aravind Chandrasekaran, Peter T. Ward & Anita L. Tucker; Health
  • January 1993
  • Article

Models for Measuring and Accounting for Cost of Conformance Quality

By: P. Nandakumar, S. Datar and R. Akella
Keywords: Measurement and Metrics; Cost; Accounting; Quality
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  • June 2015 (Revised May 2017)
  • Teaching Note

Philips Healthcare: Marketing the HealthSuite Digital Platform

By: John A. Quelch
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Performance; Health Care and Treatment
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  • 13 Nov 2008
  • Working Paper Summaries

The Effect of Labor on Profitability: The Role of Quality

Keywords: by Zeynep Ton
  • 2008
  • Working Paper

The Effect of Labor on Profitability: The Role of Quality

By: Zeynep Ton
Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details
Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry
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  • November 1989 (Revised January 1990)
  • Case

Paul Revere Insurance Co. (C): Competing For the Baldrige Award--The Malcolm Baldrige National Quality Award Exercise

The Malcolm Baldrige National Quality Award requires firms to submit applications that conform to a rigorous quality-assessment system. This case consists of several parts of a service company's 1988 Baldrige application together with material from the Malcolm Baldrige... View Details
Keywords: Quality; Performance Improvement; Performance Evaluation
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  • 30 Sep 2008
  • First Look

First Look: September 30, 2008

benefit of increased labor is improved quality. The objective of this paper is to examine the effect of labor on profitability through its impact on quality. Since employees at retail stores perform both production-related activities and customer-service activities, I... View Details
Keywords: Martha Lagace
  • September 2021
  • Article

Gender Stereotypes in Deliberation and Team Decisions

By: Katherine B. Coffman, Clio Bryant Flikkema and Olga Shurchkov
We explore how groups deliberate and decide on ideas in an experiment with communication. We find that gender biases play a significant role in which group members are chosen to answer on behalf of the group. Conditional on the quality of their ideas, individuals are... View Details
Keywords: Gender Differences; Stereotypes; Teams; Economic Experiments; Gender; Prejudice and Bias; Groups and Teams; Perception
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  • Research Summary

Overview

By: Ethan C. Rouen
Relying on empirical archival methodologies—as well as techniques in data science—to develop and structure new sources of data by which to approach questions of looming disclosure changes, Professor Rouen has focused on one of the Securities and Exchange Commission’s... View Details
  • Web

Students on the Job Market - Doctoral

long-term success conditional on entry. Alternately, they can choose to closely hew to existing music in the genre, increasing their likelihood of breaking into the market but undermining their appeal: higher conformity significantly... View Details
  • 20 Jun 2005
  • Research & Ideas

Creating a Positive Professional Image

interview. Mallory Stark: What is a professional image? Laura Morgan Roberts: Your professional image is the set of qualities and characteristics that represent perceptions of your competence and character as judged by your key... View Details
Keywords: by Mallory Stark
  • 17 Feb 2022
  • Book

When Employees Feel a Sense of Purpose, Companies Succeed

organization or business is to improve the quality of life, period,” Chopra says. “Focus on the quality of life for your employees because if your employees are happy, then your customers are going to be... View Details
Keywords: by Ranjay Gulati
  • 02 Dec 2010
  • What Do You Think?

Making Right Choices: Art or Science?

using art to sharpen the intuitiveness that goes into the moment of choice." Others maintained that choosing is neither an art nor a science. Laurence McKinney said, "We ultimately base our decisions on 'feelings'" and emotions, aided by such things as... View Details
Keywords: by Jim Heskett
  • 01 Sep 2012
  • News

Muhammad Yunus Visits HBS

more than 1 million homes. He has also arranged partnerships with multinationals to combat illness. For example, he persuaded Adidas to build a shoe that conformed to the company’s quality standards but... View Details
Keywords: Religious, Grantmaking, Civic, Professional, and Similar Organizations; Personal Services
  • 30 Dec 2013
  • Research & Ideas

Most Popular Articles of 2013

colleagues discuss how Random Coefficient Models (RCMs) can close the gap between theoretical and empirical research in strategy. The Impact of Conformance and Experiential Quality on Healthcare Cost and... View Details
Keywords: by Staff
  • 17 Sep 2013
  • First Look

First Look: September 17

implementation cost. Download working paper: https://www.hbs.edu/faculty/Pages/download.aspx?name=14-020.pdf The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance By:... View Details
Keywords: Sean Silverthorne
  • 08 Dec 2008
  • Research & Ideas

Thinking Twice About Supply-Chain Layoffs

increasing the amount of labor at a store is associated with an increase in profit margin. This did not come about through the impact of more labor on service quality, but through its impact on conformance quality—those "boring... View Details
Keywords: by Julia Hanna; Retail
  • 04 Aug 2009
  • First Look

First Look: August 4

benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective of this paper is to examine the effect of labor on profitability through its impact on quality. I examine both View Details
Keywords: Martha Lagace
  • 09 Sep 2009
  • First Look

First Look: September 9

extensive historical study: (1) link responsibility and control, (2) manage moral hazard, (3) pool risk in sound institutions, (4) adopt market conforming approaches to the extent possible, and (5) structure markets to promote safe... View Details
Keywords: Martha Lagace