Filter Results
:
(71)
Show Results For
- All HBS Web (71)
- Faculty Publications (39)
Show Results For
- All HBS Web (71)
- Faculty Publications (39)
Page 1 of
71
Results
→
- 2013
- Case
Hindustan Unilever Limited: Meeting Employee Expectations
By: Shashank Shah, Ajith Sankar and David Sharpe
- 2010
- Module Note
Employee Management At HDFC Bank – A Case Study
By: Shashank Shah and A. Sudir Bhaskar
Keywords:
Employee Engagement;
Human Resource Practices;
Employee Empowerment;
Banking;
Banking Industry;
India
Shah, Shashank, and A. Sudir Bhaskar. "Employee Management At HDFC Bank – A Case Study." 2010.
- March 2018 (Revised August 2020)
- Case
Alaska Airlines: Empowering Frontline Workers to Make It Right
By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier
This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which...
View Details
Keywords:
Employee Empowerment;
Customer Focus and Relationships;
Employees;
Service Delivery;
Organizational Culture;
Integration;
Air Transportation Industry
Gulati, Ranjay, Andrew O'Connell, and Caroline de Lacvivier. "Alaska Airlines: Empowering Frontline Workers to Make It Right." Harvard Business School Case 418-063, March 2018. (Revised August 2020.)
- 2010
- Module Note
Employee Welfare Management at Bharat Petroleum Corporation Ltd. – A Case Study
By: Shashank Shah and Shashank Shah
- Article
Can You Cut 'Turn Times' Without Adding Staff?
By: Ethan Bernstein and Ryan W. Buell
The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, goes undercover as a service crew member to discover how and whether his employees can speed up cleaning, checking, restocking, and...
View Details
Keywords:
Employee Empowerment;
Employee Motivation;
Turnaround;
Service Operations;
Employees;
Motivation and Incentives;
Leadership;
Air Transportation Industry;
Japan
Bernstein, Ethan, and Ryan W. Buell. "Can You Cut 'Turn Times' Without Adding Staff?" R1604K. Harvard Business Review 94, no. 4 (April 2016): 113–117.
- 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;
Retail Industry;
Service Industry
Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both—Lessons from Retail & Service Chains (Abridged)." Harvard Business School Technical Note 119-088, March 2019.
- March 2018 (Revised March 2019)
- Technical Note
Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains
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;
Retail Industry;
Service Industry
Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
- November 2009 (Revised December 2009)
- Case
RL Wolfe: Implementing Self-Directed Teams
By: David A. Garvin and Elizabeth Collins
Key topics include team design, team management, job design, employee empowerment, implementing change, and high performance workforces. In 2004, John Amasi, the director of production for a manufacturer of plastic pipe, introduced the concept of self-directed teams...
View Details
Keywords:
Work Force Management;
Employee Empowerment;
Motivation;
Motivation and Incentives;
Leading Change;
Employee Relationship Management;
Performance Productivity;
Groups and Teams;
Labor Unions;
Labor and Management Relations;
Manufacturing Industry;
Texas
Garvin, David A., and Elizabeth Collins. "RL Wolfe: Implementing Self-Directed Teams." Harvard Business School Brief Case 094-063, November 2009. (Revised December 2009.)
- December 2, 2021
- Article
Former Best Buy CEO Hubert Joly: Empowering Workers to Create ‘Magic’
By: Hubert Joly and Adi Ignatius
Hubert Joly was behind an amazing turnaround at Best Buy. While everybody was saying he should lay people off to solve the company’s problems, Joly instead listened to the people working for him and found solutions that didn’t involve people losing their jobs....
View Details
Keywords:
Purpose;
Meaningful Work;
Employee Empowerment;
Mission and Purpose;
Employees;
Organizational Culture;
Leadership
Joly, Hubert, and Adi Ignatius. "Former Best Buy CEO Hubert Joly: Empowering Workers to Create ‘Magic’." Harvard Business Review (website) (December 2, 2021). (Interview with Adi Ignatius, with embedded video.)
- November 2009
- Teaching Note
RL Wolfe: Implementing Self-Directed Teams (Brief Case)
By: David A. Garvin and Elizabeth Collins
Teaching Note for 4063
View Details
- January 2015 (Revised March 2015)
- Case
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight...
View Details
Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
India;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Quality;
Accommodations Industry;
India
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- 2011
- Case
The Haidilao Company
By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and...
View Details
Keywords:
Competitive Strategy;
Customer Service;
Employee Empowerment;
Global Corporate Cultures;
Organizational Values;
Transformations;
China;
Restaurants;
China
McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Case, 2011.
- 23 Jun 2023
- HBS Case
This Company Lets Employees Take Charge—Even with Life and Death Decisions
Is it possible to truly empower employees to make their own decisions—even when those decisions could mean life or death? That is the question posed by Dutch home healthcare organization Buurtzorg, which has radically avoided almost all...
View Details
- February 2016 (Revised February 2020)
- Teaching Note
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight...
View Details
Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Training;
Quality;
Accommodations Industry;
India
- 04 Mar 2013
- Working Paper Summaries
The Dirty Laundry of Employee Award Programs: Evidence from the Field
- April 2012
- Case
Pret A Manger
By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to...
View Details
Keywords:
Customer Service Excellence;
Growth Planning And Management;
Employee Performance Management;
Information Management;
Production Planning;
Employee Attitude Development And Empowerment;
Employee Retention;
Leadership Development And Career Planning;
Service Delivery;
Growth and Development Strategy;
Business Model;
Innovation and Invention;
Employees;
Performance;
London
Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
- 2011
- Teaching Note
The Haidilao Company
By: F. Warren McFarlan, Zheng Xiaoming and Ziqian Zhao
Haidilao Hot Pot brings customers delightful dining experiences. Like most restaurants, its workforce is mostly composed of young employees born in underdeveloped suburban areas. Instilled with the founder's unique entrepreneurial values, they are enthused and...
View Details
Keywords:
Competitive Strategy;
Customer Service;
Employee Empowerment;
Global Corporate Cultures;
Organizational Values;
Transformations;
China;
Restaurants;
China
McFarlan, F. Warren, Zheng Xiaoming, and Ziqian Zhao. "The Haidilao Company." Tsinghua University Teaching Note, 2011.
- March 2011
- Teaching Note
Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)
By: James L. Heskett and Patricia Girardi
Teaching Note for #4261.
View Details
- March 2011
- Case
Calveta Dining Services, Inc.: A Recipe for Growth?
By: James L. Heskett and Patricia Girardi
Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when...
View Details
Keywords:
Corporate Vision;
Employee Empowerment;
Service Management;
Family Businesses;
Growth Strategy;
Family Business;
Expansion;
Communication;
Employee Relationship Management;
Service Operations;
Organizational Structure;
Growth and Development Strategy;
Service Industry;
Food and Beverage Industry
Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth?" Harvard Business School Brief Case 114-261, March 2011.
- 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...
View Details
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.)