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  • March–April 2019
  • Article

Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees

By: Ryan W. Buell
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry
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  • February 2018
  • Article

Financial Disclosure and Market Transparency with Costly Information Processing

By: Marco Di Maggio and Marco Pagano
We study a model where some investors (“hedgers”) are bad at information processing, while others (“speculators”) have superior information-processing ability and trade purely to exploit it. The disclosure of financial information induces a trade externality: if... View Details
Keywords: Financial Disclosure; Information Processing; Liquidity; Market Transparency; Rational Inattention; Information; Financial Liquidity; Knowledge Use and Leverage; Corporate Disclosure; Financial Markets; Investment
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  • 22 Feb 2010
  • Research & Ideas

Manager Visibility No Guarantee of Fixing Problems

Motions: An Empirical Test of Management Involvement in Process Improvement," HBS professor Anita L. Tucker and Harvard School of Public Health professor Sara J. Singer show that communicating with frontline workers can backfire if... View Details
Keywords: by Julia Hanna; Health
  • 16 Sep 2024
  • Blog Post

Creating a Candidate-Centered Recruiting Process

Looking around a Harvard Business School classroom, you will find students who bring a diverse range of experiences, skills, and perspectives to the conversation. That can include diverse abilities; those that are physical and mental, View Details
Keywords: All Industries
  • 2017
  • Article

Making Transparency Transparent: The Evolution of Observation in Management Theory

By: Ethan Bernstein
Observation is key to management scholarship and practice. Yet a holistic view of its role in management has been elusive, in part due to shifting terminology. The current popularity of the term “transparency” provides the occasion for a thorough review, which finds... View Details
Keywords: Transparency; Privacy; Observation; Tracking; Monitoring; Surveillance; Learning; Control; Disclosure; Process Visibility; Organizations; Theory; Information Technology; Relationships; Measurement and Metrics; Management Practices and Processes; Leadership; Law; Knowledge; Human Resources; Communication
Related
  • Web

Creating a Candidate-Centered Recruiting Process - Recruiting

Insights & Advice 16 Sep 2024 Creating a Candidate-Centered Recruiting Process Becca Carnahan Author HBS Team tag All Industries All Locations Diversity, Inclusion, & Belonging Recruiting Advice Looking around a Harvard Business School... View Details
  • 2008
  • Working Paper

Etiquette and Process Puzzles of Negotiating Business in China: A Questionnaire

By: James K. Sebenius and Cheng (Jason) Qian
Cultural differences can affect negotiations in many ways, from influencing the basic motivations and perceptions of the players to guiding the surface aspects, such as etiquette, protocol, and process, of business interactions. Navigating the challenges of these... View Details
Keywords: Decision Making; Cross-Cultural and Cross-Border Issues; Governance; Questionnaires; Negotiation Process; Behavior; China
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  • August 29, 2023
  • Article

The Fragility of Artists’ Reputations from 1795 to 2020

By: Letian Zhang, Mitali Banerjee, Shinan Wang and Zhuoqiao Hong
This study explores the longevity of artistic reputation. We empirically examine whether artists are more- or less-venerated after their death. We construct a massive historical corpus spanning 1795 to 2020 and build separate word-embedding models for each five-year... View Details
Keywords: Natural Language Processing; Reputation; Arts
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  • July 2017
  • Article

The Impact of 'Display-Set' Options on Decision-Making

By: Uma R. Karmarkar
The way a choice set is constructed can have a significant influence on how individuals perceive and evaluate their options and make decisions between them. Here, I examine whether a “display set” of visible but unavailable options can exert these same types of... View Details
Keywords: Decision Making Process; Heuristics; Similarity; Categorization; Marketing Insight; Marketing; Choice; Choice Architecture; Choice Sets; Display; Retail; Consumer Behavior; Decision Choices and Conditions; Decisions; Decision Making; Retail Industry; Consumer Products Industry
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  • Awards

McKinsey Award Finalist

By: Ryan W. Buell
Finalist for the 2019 McKinsey Award for the Best Article in Harvard Business Review for "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees" (March–April 2019). View Details
  • 07 Oct 2020
  • Blog Post

7 Coming Out Stories from the HBS PRIDE Club

their LGBTQ+ status private. We accept everyone in any stage of their coming out process and hope that you will be inspired by the stories of these students as they continue to grapple with a world that is not always accepting of who they... View Details
  • January 1999 (Revised March 2003)
  • Case

Rich-Con Steel

One month after "going live" with a new information system, Rich-Con Steel is in crisis. The new system was intended to give the company basic visibility and control over its business processes, but instead, visibility and control appear to have evaporated. Marty... View Details
Keywords: Information Technology; Crisis Management; Business Processes; Steel Industry
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    Operational Transparency

    Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details

    • Research Summary

    Understanding Financial Communication Strategy

    Greg Miller is investigating financial communication. Financial communication is the process through which managers explain the firm to the external stakeholders. While capital providers are the primary audience for this information, effective financial communication... View Details
    • September–October 2018
    • Article

    The Paradox of Responsive Authoritarianism: How Civic Activism Spurs Environmental Penalties in China

    By: Christopher Marquis and Yanhua Bird
    Recognizing the need to better understand institutional change processes in authoritarian states, which play an increasingly prominent role in the world economy, we examine the efficacy of civic activism aimed at spurring governmental action concerning the... View Details
    Keywords: Civic Activism; Authoritarianism; Regulation; Corporate Sustainability; Environmental Sustainability; Government and Politics; Business and Government Relations; Social Issues; Change; China
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    • 2024
    • Working Paper

    “If You’re Not There… You’re Not There”: How Art Market Platforms Induce Status Anxiety to Coerce Participation

    By: James Riley and Ezra Zuckerman Sivan
    This paper, an 18-month ethnographic investigation of international art fairs (IAFs), shows how market platforms can have a coercive effect, inducing sellers (i.e., art galleries) to participate despite ambivalence over their value and anxiety over the process by which... View Details
    Keywords: Market Participation; Status and Position; Competition; Demand and Consumers; Fine Arts Industry
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    • Research Summary

    Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success

    By: Karen Mills
    Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
    • 2021
    • Chapter

    Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success

    By: Karen G. Mills and Annie Dang
    Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
    Keywords: Big Data; Fintech; Artificial Intelligence; Small Business; Financing and Loans; Capital; Success; AI and Machine Learning; Analytics and Data Science
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      Building small business utopia: how artificial intelligence and Big Data can increase small business success

      Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
      • 2011
      • Book

      Capitalism: Its Origins and Evolution as a System of Governance

      By: Bruce R. Scott
      Capitalism, as defined in this book, is an indirect, three-level system of governance for economic relationships (i.e., economic, administrative, and political). Whereas economic markets can coordinate supply and demand within an existing system thanks to the invisible... View Details
      Keywords: Economic Systems; Price; Governance; Government and Politics; Books; Markets; Relationships; System
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