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Show Results For
-
All HBS Web
(1,588)
- People (6)
- News (406)
- Research (854)
- Events (2)
- Multimedia (3)
- Faculty Publications (198)
- March 2015
- Case
The I-PASS Patient Handoff Program
By: Robert S. Huckman and Michael Norris
In 2015, the I-PASS Patient Handoff Program Team, led by six pediatricians around the U.S., had to determine the best way to disseminate their program that had been proven to reduce communication errors in patient handoffs in hospital settings. Should they turn it into...
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Keywords:
Health Care;
Hospitals;
Operations Improvement;
Entrepreneurship;
Health Care and Treatment;
Health Industry;
United States
Huckman, Robert S., and Michael Norris. "The I-PASS Patient Handoff Program." Harvard Business School Case 615-069, March 2015.
- February 2017
- Case
Yemeksepeti: Growing and Expanding the Business Model through Data
By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin...
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Keywords:
Entrepreneurial Management;
Entrepreneurial Ventures;
Turkey;
Big Data;
Customer Focused Organization;
Service Management;
Continuous Improvement;
Data Analysis;
Internet;
Growth Strategy;
Technological Change;
Information Systems;
Entrepreneurship;
Corporate Strategy;
Analytics and Data Science;
Analysis;
Customer Focus and Relationships;
Emerging Markets;
Service Operations;
Competitive Advantage;
Performance Improvement;
Internet and the Web;
Growth and Development Strategy;
Information Technology;
Value Creation;
Food and Beverage Industry;
Turkey
Kerr, William R., Gamze Yucaoglu, and Eren Kuzucu. "Yemeksepeti: Growing and Expanding the Business Model through Data." Harvard Business School Case 817-095, February 2017.
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high...
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Keywords:
Customer Experience;
Customer Service;
Hotel Industry;
Emerging Market;
Customer Focus;
Leading Growth;
Feedback Culture;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Hillside;
HBC;
Turkey;
Vacation;
Customer Relationship Management;
Quality;
Employee Relationship Management;
Service Operations;
Organizational Culture;
Customer Satisfaction;
Selection and Staffing;
Service Delivery;
Competitive Advantage;
Emerging Markets;
Growth and Development;
Accommodations Industry;
Entertainment and Recreation Industry;
Turkey
Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
- Article
Assessing the Food and Drug Administration's Risk-Based Framework for Software Precertification with Top Health Apps in the United States: Quality Improvement Study
By: Noy Alon, Ariel Dora Stern and John Torous
BACKGROUND: As the development of mobile health apps continues to accelerate, the need to implement a framework that can standardize categorizing these apps to allow for efficient, yet robust regulation grows. However, regulators and researchers are faced with numerous...
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Keywords:
Mobile Health;
Smartphone;
Food And Drug Administration;
Risk-based Framework;
Health Care and Treatment;
Mobile and Wireless Technology;
Applications and Software;
Framework
Alon, Noy, Ariel Dora Stern, and John Torous. "Assessing the Food and Drug Administration's Risk-Based Framework for Software Precertification with Top Health Apps in the United States: Quality Improvement Study." JMIR mHealth and uHealth 8, no. 10 (October 2020).
- Web
Working sessions with Clay Christensen | Disruption theory — on the trajectory of performance improvement - Forum for Growth
phenomena. For the last two decades, Clay has used his platform as professor at HBS to do just this — discover and study anomalies. With the help of each new crop of MBA students, eager to explore and test the limit of new frameworks, Clay has View Details
- January 2017
- Case
Danaher Corporation, 2007–2017
By: John R. Wells and Gabriel Ellsworth
On July 2, 2016, Danaher Corporation completed the spinoff of Fortive Corporation. The previous day, Danaher’s stock price had reached an all-time high. In 2015, Danaher had decided to split off its test and measurement, fuel and fleet management, and automation...
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Keywords:
Danaher;
Fortive;
Larry Culp;
Beckman Coulter;
Pall;
Life Sciences;
Diagnostics;
Environmental Operations;
Water Management;
Dental;
Testing;
Measurement;
Fuel;
Fleet Management;
Automation;
Toolmaking;
Tools;
Disease Management;
Continuous Improvement;
Toyota Production System;
Divestiture;
Spinoffs;
Spin-off;
Networks;
Acquisition;
Mergers and Acquisitions;
Business Conglomerates;
Business Divisions;
Business Subsidiaries;
Business Units;
Business Growth and Maturation;
Business Model;
For-Profit Firms;
Joint Ventures;
Restructuring;
Engineering;
Chemicals;
Construction;
Machinery and Machining;
Profit;
Revenue;
Globalized Firms and Management;
Multinational Firms and Management;
Health;
Health Care and Treatment;
Health Disorders;
Medical Specialties;
Business History;
Job Cuts and Outsourcing;
Business or Company Management;
Growth and Development Strategy;
Management Analysis, Tools, and Techniques;
Management Practices and Processes;
Management Succession;
Management Systems;
Resource Allocation;
Market Entry and Exit;
Measurement and Metrics;
Logistics;
Business Processes;
Organizational Change and Adaptation;
Public Ownership;
Problems and Challenges;
Science;
Genetics;
Natural Environment;
Wastes and Waste Processing;
Science-Based Business;
Opportunities;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Strategy;
Competitive Advantage;
Consolidation;
Corporate Strategy;
Diversification;
Expansion;
Technology;
Software;
Technology Networks;
Technology Platform;
Value;
Valuation;
Aerospace Industry;
Auto Industry;
Biotechnology Industry;
Chemical Industry;
Computer Industry;
Construction Industry;
Consumer Products Industry;
Distribution Industry;
Electronics Industry;
Food and Beverage Industry;
Health Industry;
Industrial Products Industry;
Information Technology Industry;
Manufacturing Industry;
Medical Devices and Supplies Industry;
Pharmaceutical Industry;
Retail Industry;
Rubber Industry;
Semiconductor Industry;
Shipping Industry;
Technology Industry;
Telecommunications Industry;
Utilities Industry;
United States;
District of Columbia
Wells, John R., and Gabriel Ellsworth. "Danaher Corporation, 2007–2017." Harvard Business School Case 717-464, January 2017.
- January 2015 (Revised October 2015)
- Case
Trouble at Tessei
By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...
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Keywords:
Service Management;
Employee Engagement;
Employee Motivation;
Leadership And Managing People;
Quality Improvement;
Efficiency;
Japan;
Operational Transparency;
Employee Coordination;
Transparency;
Leadership;
Service Delivery;
Service Operations;
Employees;
Quality;
Transportation Industry;
Japan
Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Case 615-044, January 2015. (Revised October 2015.)
- April 2016 (Revised March 2019)
- Case
Moleskine (A)
By: Ryan Raffaelli, Raffaella Sadun and Kathy Qu
Describes the founding and growth challenges facing Moleskine, an Italian-based consumer products company known for its oilcloth-covered notebooks once used by Ernest Hemingway and Vincent van Gogh. CEO Arrigo Berni and co-founder Maria Sebregondi aim to transform the...
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Keywords:
Creative Industries;
Brand Building;
Digital Innovation;
Digital Services And Strategy;
Process Improvement;
Culture;
Identity Construction;
Innovation;
Growth and Development Strategy;
Leadership;
Organizational Change and Adaptation;
Organizational Culture;
Innovation Strategy;
Consumer Products Industry
Raffaelli, Ryan, Raffaella Sadun, and Kathy Qu. "Moleskine (A)." Harvard Business School Case 716-407, April 2016. (Revised March 2019.)
- October 2015 (Revised February 2020)
- Teaching Note
Trouble at Tessei
By: Ethan Bernstein and Ryan Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...
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Keywords:
Service Management;
Employee Engagement;
Employee Motivation;
Leadership And Managing People;
Quality Improvement;
Efficiency;
Japan;
Operational Transparency;
Employee Coordination;
Transparency;
Leadership;
Service Delivery;
Service Operations;
Employees;
Quality;
Transportation Industry;
Japan
- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,...
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Keywords:
Customer Satisfaction;
Customer Experience;
Customer Service;
Customer-centric;
Emerging Market;
Customer Focus;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Turkasset;
Collections Agency;
NPL;
Call Center;
Financial Services;
Borrowing and Debt;
Customer Focus and Relationships;
Organizational Culture;
Operations;
Management;
Service Operations;
Quality;
Competitive Advantage;
Cost vs Benefits;
Financial Services Industry;
Turkey
- March 2016
- Supplement
Trouble at Tessei
By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...
View Details
Keywords:
Service Management;
Employee Engagement;
Employee Motivation;
Leadership And Managing People;
Quality Improvement;
Efficiency;
Japan;
Operational Transparency;
Employee Coordination;
Transparency;
Leadership;
Service Delivery;
Service Operations;
Employees;
Quality;
Transportation Industry;
Japan
Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
- June 1991 (Revised September 1996)
- Case
Human Resource Management at American Airlines
American Airlines' strategy calls for continued growth, improvements in customer service, and cost reduction. This case examines the Human Resource Management system at American Airlines and its role in the airline's past and continued success. May be used with...
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Keywords:
Air Transportation;
Management Systems;
Human Resources;
Business Strategy;
Air Transportation Industry;
United States
Loveman, Gary W. "Human Resource Management at American Airlines." Harvard Business School Case 491-097, June 1991. (Revised September 1996.)
- May 2015
- Case
The Columbus Partnership
By: Jan W. Rivkin
The Columbus Partnership, a civic alliance bringing together the heads of roughly 50 leading organizations in central Ohio, has made strides in developing the region's economy. But a stinging defeat at the ballot box has set back the Partnership's efforts to improve...
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Rivkin, Jan W. "The Columbus Partnership." Harvard Business School Case 715-462, May 2015.
- March 1990 (Revised June 1993)
- Case
Analog Devices, Inc.: The Half-Life System
By: Robert S. Kaplan
The company has committed to major improvements in quality, cost, and on-time delivery performance. Despite strong senior management support, however, the actual rate of improvement was disappointing until a new measurement philosophy was introduced. The new approach...
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Keywords:
Quality;
Performance Improvement;
Earnings Management;
Financial Reporting;
Organizational Change and Adaptation;
Performance Productivity;
Business or Company Management;
Cost Management;
Measurement and Metrics;
Management Teams;
Semiconductor Industry
Kaplan, Robert S. "Analog Devices, Inc.: The Half-Life System." Harvard Business School Case 190-061, March 1990. (Revised June 1993.)
- October 1994
- Case
Allegheny Ludlum Steel Corporation (Abridged)
Describes a decision facing Allegheny Ludlum Steel Corp. in June 1985: whether to continue to compete in the silicon steel business in the face of stiff competition from imports. Includes a complete description of the company's productivity improvement systems and...
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Keywords:
Decision Choices and Conditions;
Business Strategy;
Performance Improvement;
Management Systems;
Technology;
Steel Industry
Wheelwright, Steven C. "Allegheny Ludlum Steel Corporation (Abridged)." Harvard Business School Case 695-023, October 1994.
- Video
Adrian Gore
Adrian Gore, founder and Group Chief Executive of Discovery Limited, outlines a commitment to improving the health of their customers, which has allowed the company to continue building public trust.
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- Mar 2012
- Article
A Jobs Compact for America's Future
Without a well-trained, well-paid, continuously improving workforce the United States cannot compete with other nations effectively—and won’t be able to sustain high and rising living standards. Yet at all...
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- November 1990 (Revised April 1999)
- Case
General Motors: Packard Electric Division
Packard Electric is the division of General Motors (GM) that does all of the electrical wiring and cabling for GM automobiles. They developed a new approach for passing the cables through the firewall between the engine and passenger compartments. The new technology...
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Keywords:
Business Divisions;
Cost;
Management Style;
Product Design;
Product Development;
Production;
Projects;
Groups and Teams;
Conflict and Resolution;
Technology;
Auto Industry
Wheelwright, Steven C. "General Motors: Packard Electric Division." Harvard Business School Case 691-030, November 1990. (Revised April 1999.)
- 13 Oct 2015
- News