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(535)
- People (2)
- News (188)
- Research (187)
- Multimedia (1)
- Faculty Publications (85)
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- 01 Dec 2011
- News
At Your Service
better service experience,” she relates, “that’s the path to all-around excellence.” A central premise of Uncommon Service is that to achieve service excellence, you may need... View Details
Keywords: Deborah Blagg; customer service; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services
- 01 Sep 2003
- News
Incentives and Operational Excellence
Operational problems can be the cause of an organization’s demise. Often they can be traced to poor controls in interorganizational settings, according to HBS associate professor V.G. Narayanan, a specialist in measurement systems and incentives. Narayanan’s... View Details
- 01 May 2013
- News
Health Care’s Service Fanatics
- 31 Mar 2022
- News
Navigating the ‘Bermuda Triangle’ in Professional Services
- 01 Jun 2004
- News
Alumni Clubs Click with New Web Services
Harris service by early fall. For Ronan McArdle (MBA ’02), secretary of the 80-member HBS Association of Ireland, the Harris service makes club management easier. “It’s an View Details
- 24 Apr 2014
- News
Improving the service experience requires excellence—but not in everything
Frei. “The number-one obstacle to excellence may be an emotional one.” Frei’s research demonstrates that a successful service model must be designed to allow all employees—not just the “heroes”— to deliver... View Details
- 10 Aug 2017
- News
Pal’s Sudden Service: Taking Fast Food to the Next Level
- 11 Feb 2016
- News
Standardizing Patient Outcomes Measurement
- 01 Dec 2023
- News
The Imposter Among Us
Edited by Jen McFarland Flint; Illustrations by Peter Arkle It was their rst day at Harvard and like the rest of his cohort, Edgar Wallner (PMD 22, 1971) will never forget meeting Robert Gaines-Cooper. Frankly, it would have been difficult to miss the Englishman, who... View Details
- 01 Feb 2001
- News
What Makes a Good Leader
that the traditional manager versus leader argument ("Clark Kent versus Superman," he jokes) tends to undermine the value of management. "There are lots of people who look and act like managers, who have excellent managerial skills, and... View Details
Keywords: Management
- 19 Jan 2024
- News
The Values and Virtues of a Quick Fix
have a team that's working to build this culture of excellence. But at the same time, they need to be okay with building something that might fail. So culturally, mechanically, how do you build that? AM: We talk a lot about a "good enough" plan because sometimes this... View Details
- 01 Jun 2024
- News
Quantum Leap
“This is the first new kind of computer in 75 years,” says John Levy (MBA 1979), CEO of the quantum computing startup SEEQC. “And we’re building it on a chip!” Strolling through his company’s design and testing facility in Elmsford, New York, Levy looks less like a... View Details
- 12 Mar 2021
- News
My Favorite Case
entrepreneurial culture relative to its Wall Street counterparts, but competition in the investment banking industry is intensifying in 1997 due to a wave of mega-mergers. The new combined banking entities are able to offer customers a broader array of products and... View Details
- 01 Oct 1999
- News
Banking on Success
of change. The unprecedented flood of mergers and acquisitions, the advent of the global marketplace, the stock market's dizzying rise, and the capricious fortunes of technology-based companies have made financial services a fascinating... View Details
Keywords: Deborah E. Blagg
- 01 Dec 2023
- News
Alumni and Faculty Books and Podcasts
Edited by Margie Kelley Alumni Books The World’s Littlest Book on Climate: Ten Facts in Ten Minutes About CO2 By Mike Nelson, Pieter Tans, and Michael Banks (MBA 1983) Independently Published In this updated edition of the world’s smallest book on the world’s biggest... View Details
Keywords: podcasts
- 01 Aug 1998
- News
High Honors
innovative ideas and excellent instincts has demonstrated a knack for revitalizing the old and cultivating the new. Assuming leadership of Seagram-owned Tropicana in 1993, Marram presided over an organizational restructuring that has... View Details
- 01 Oct 2002
- News
Michael F. Cronin
under management. Given Cronin's background, it's not surprising that the WP portfolio favors traditional industrial and service companies that are strong on business fundamentals. Examples include Herald Media (publisher of the newspaper... View Details
- 01 Feb 2002
- News
It's academic. (Not!)
excelled in her chosen major of engineering. "I loved that I had the opportunity to play volleyball and study. I realized, if I love the academic environment so much, why not continue this as a career? When Harvard accepted me, I knew... View Details