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Show Results For
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All HBS Web
(981)
- People (1)
- News (143)
- Research (702)
- Multimedia (3)
- Faculty Publications (507)
- April 2012
- Article
Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training
By: Daniel Mark Blumenthal, Kenneth Richard Lee Bernard, Jordan David Bohnen and Richard Bohmer
All clinicians take on leadership responsibilities when delivering care. Evidence suggests that effective clinical leadership yields superior clinical outcomes. However, few residency programs systematically teach all residents how to lead, and many clinicians are...
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- 10 Jun 2008
- First Look
First Look: June 10, 2008
opportunities being created by information technology and the Internet. The increased emphasis Kelly placed on building leadership consulting services was itself a big change. The case asks what levers Kelly can use, from culture to...
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Keywords:
Martha Lagace
- 18 Apr 2013
- Working Paper Summaries
The Impact of Pooling on Throughput Time in Discretionary Work Settings: An Empirical Investigation of Emergency Department Length of Stay
- 2013
- Working Paper
Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time
By: Jillian Berry Jaeker, Anita L. Tucker and Michael H. Lee
We exploit an exogenous process change at two emergency departments (EDs) within a health system to test the theory that increasing capacity in a discretionary work setting increases wait times due to additional services being provided to customers as a consequence of...
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Keywords:
Technology;
Demand and Consumers;
Service Delivery;
Health Care and Treatment;
Business Processes;
Health Industry
Berry Jaeker, Jillian, Anita L. Tucker, and Michael H. Lee. "Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time." Harvard Business School Working Paper, No. 14-033, October 2013.
- June 2001 (Revised March 2003)
- Case
Alibris (A)
By: Andrew P. McAfee and Kerry Herman
Alibris is an Internet-era company providing search and fulfillment services for hard-to-find (rare, used, and out-of-print) books. At the time of the case, the company had made decisions to change its revenue model, to become involved in the fulfillment process for...
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Keywords:
Internet and the Web;
Service Delivery;
Applications and Software;
Problems and Challenges;
Books;
Service Industry
McAfee, Andrew P., and Kerry Herman. "Alibris (A)." Harvard Business School Case 601-111, June 2001. (Revised March 2003.)
- 27 Jan 2015
- First Look
First Look: January 27
The Effect of Service Quality and Competition on Demand By: Balasubramanian, Karthik, and David F. Drake Abstract—The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the...
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Keywords:
Sean Silverthorne
- Web
Curriculum - MBA
include economic and technological principles underlying digital transformation, identifying and integrating diverse user needs, organizing and leading product and service innovation initiatives, harnessing crowdsourcing and distributed...
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- Web
Great American Business Leaders of the 20th Century - Leadership
1963–1969 F. Trammell CrowTrammell Crow Company, 1947–1986 Henry P. CrowellQuaker Oats Company, 1901–1922 Henry CrownMaterial Service Corporation, 1921–1941 Richard J. CullenInternational Paper Company, 1936–1948 John W. CulliganAmerican...
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- Article
Earnings and Ratings at Google Answers
By: Benjamin Edelman
I analyze all questions and answers from the inception of the Google Answers service through November 2003, and I find notable trends in answerer behavior: more experienced answerers provide answers with the characteristics askers most value, receiving higher ratings...
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Keywords:
Service Delivery;
Opportunities;
Behavior;
Value;
Jobs and Positions;
Wages;
Business Earnings
Edelman, Benjamin. "Earnings and Ratings at Google Answers." Economic Inquiry 50, no. 2 (April 2012): 309–320. (draft as first circulated in 2004.)
- Program
Strategy for Health Care Delivery—Virtual
book Redefining Health Care—as a template for restructuring health care delivery around value. The process starts with providers and expands into strategies for health plans, employers, suppliers, and governmental entities. By exploring...
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- Web
Women’s health is more than female anatomy and our reproductive system—it’s about unraveling centuries of inequities due to living in a patriarchal healthcare system. - Blog: Health Supplement
Topics Biotech/pharma Care Delivery Clinical Trials Digital Health Global Health Health Care Entrepreneurship Health Care Innovation Health Care Investment Health Care at HBS Insurance/payor Medical devices/diagnostics Precision Medicine...
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- July 2002 (Revised April 2003)
- Case
QuickMedx Inc.
By: Richard M.J. Bohmer and Jonathan P Groberg
QuickMedx has created a chain of small kiosks, located in drugstores and shopping malls in the Minneapolis area, that cater to patients with a limited range of very simple primary care conditions. Service is rapid and cheap and patients wait only a few minutes to be...
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Keywords:
Health Care and Treatment;
Decision Making;
Disruptive Innovation;
Expansion;
Service Delivery;
Business Processes;
Design;
Management;
Health Industry
Bohmer, Richard M.J., and Jonathan P Groberg. "QuickMedx Inc." Harvard Business School Case 603-049, July 2002. (Revised April 2003.)
- October 2008
- Case
Hrad Technika
Examines a struggling IT outsourcing project from the perspective of the IT services provider-Hrad Technika. When used in conjunction with "Tegan c.c.c." (9-609-038), it provides an opportunity to see both sides of the issue. When Hrad enters into a contract to create...
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Keywords:
Experience and Expertise;
Globalized Firms and Management;
Job Cuts and Outsourcing;
Service Delivery;
Service Operations;
Projects;
Information Technology;
Wales
Upton, David M., and Bradley R. Staats. "Hrad Technika." Harvard Business School Case 609-039, October 2008.
- Article
How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods
In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical...
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Keywords:
Customer Satisfaction;
Price;
Service Delivery;
Mathematical Methods;
Competition;
Service Industry;
Service Industry
Allon, Gad, Awi Federgruen, and Margaret P. Pierson. "How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods ." Manufacturing & Service Operations Management 13, no. 4 (Fall 2011).
- January 2010 (Revised February 2010)
- Case
IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion
This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case...
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Keywords:
Customer Satisfaction;
Employees;
Market Transactions;
Service Delivery;
Service Operations;
Performance Improvement;
Retail Industry
Ton, Zeynep. "IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion." Harvard Business School Case 610-051, January 2010. (Revised February 2010.)
- Web
Organize Care Around Medical Conditions - Institute For Strategy And Competitiveness
their ability to serve the complex and interrelated needs of each patient over the full cycle of care. The greatest improvements in health care outcomes and efficiency will come from sustained, team-based focus on a carefully defined set of medically integrated View Details
- Web
Find Books, Articles & More | Baker Library | Bloomberg Center | Harvard Business School
Borrow Direct & Interlibrary Loan https://www.library.hbs.edu/services/borrow-direct-interlibrary-loan Harvard Library tools and services that facilitate the access & delivery of books and articles from...
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- Web
Measure Outcomes & Cost for Every Patient - Institute For Strategy And Competitiveness
since when costs are reduced one must be sure that outcomes are not made worse. Outcomes are also essential parts of value based payment plans like bundled payment. In regional and national expansion of delivery organizations, they are...
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- March 2017
- Exercise
Designing Transformational Customer Experiences
By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer...
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Keywords:
Customer Experience;
Exercise;
Learning By Doing;
LEGO;
Storytelling;
Customer Satisfaction;
Design;
Innovation and Management;
Transformation;
Service Delivery
Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
- Web
Technology & Operations Management - Faculty & Research
that support these networks; the distribution and delivery of goods and services to customers. Recent Publications The Business Revolution: Economy-Wide Impacts of Artificial Intelligence and Digital...
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