Search results
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Le Petit Chef (Spanish version)
MacCormack, Alan; Sucher, Sandra J.; Rangashayi, SurajCase HBS-610S16Service and Operations ManagementBrigitte Gagne, Le Petit Chef's director of microwave R&D, is deciding on the product development agenda for next year. She has to decide which of the available projects to fund, and evaluate the overall portfolio of projects currently under development. The recent poor performance of the firm prompts Gagne to think about reassessing the way projects are generated, evaluated, and selected at Le Petit Chef. However, Gagne has a pressing deadline t...Starting at €8.20
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Service With a Very Big Smile (Spanish version)
Harvard Business ReviewArticle HBS-F0705CService and Operations ManagementNew research confirms that the bigger the employees' smiles, the happier the customers.Starting at €8.20
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How Machines Learn (And You Win)
Harvard Business ReviewArticle HBS-F1511Z-EService and Operations ManagementA decision tree demonstrates how one cable company might spot service defectors early. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its effectiveness.Starting at €8.20
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Differences at Work: Sameer (A)
Sucher, Sandra J.; Gordon, RachelCase HBS-609053-EService and Operations ManagementIn Differences at Work: Sameer (A) HBS Case No. 9-609-053 Sameer, an Indian Muslim, is a summer intern in a small, predominantly Jewish firm. Prompted by a conflict in the Middle East, members of the organization make a number of anti-Muslim jokes. Sameer wonders whether he should surface his discomfort; he otherwise enjoys the firm, and is hoping to be given a full-time job offer following his internship.Starting at €8.20
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Smarter, Smaller, Safer Robots
Harvard Business ReviewArticle HBS-F1511A-EService and Operations ManagementA new generation of adaptive robots are creating new efficiencies for manufacturers and changing how companies build things, including factory floors themselves. And the robots are far more collaborative than their predecessors, enhancing engagement and job satisfaction among their human colleagues. New research headed by MIT's Julie Shah highlights the advantages of the new robots, showing that they have made manufacturing automation a less extr...Starting at €8.20
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"Sorry" Is Not Enough
Harvard Business ReviewArticle HBS-F1801A-EService and Operations ManagementThe first rule of customer service--when something goes wrong, apologize--can backfire. New research based, uniquely, on videos of actual customer interactions shows that after a point, apologies only heighten unhappy customers' frustration. Employees should worry less about displaying empathy and instead focus on creative, energetic attempts to solve the problem at hand.Starting at €8.20
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Is Your Supply Chain Sustainable
Harvard Business ReviewArticle HBS-R1010G-EService and Operations ManagementMembers of the HBR Advisory Council share their insights on the sustainability performance of their company's supply chains. Many say they feel hindered by forces beyond their control, such as cost, complexity, lack of information and know-how, and the sense that customers and investors are not deeply concerned about sustainability issues. And they overwhelmingly cite financial concerns as the chief obstacle to sustainability innovation in their ...Starting at €8.20
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Stuff: When Less Is More
L-Dopa; Harvard Business ReviewArticle HBS-F1503Z-EService and Operations ManagementToday we use far fewer materials to get the same things done--manufacture a PC, for instance, or produce a ton of steel. But with that efficiency has come an exponential increase in overall demand for resources. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its effectiveness.Starting at €8.20
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The Case Against Long-Term Incentive Plans
Harvard Business ReviewArticle HBS-F1610A-EService and Operations ManagementDespite their popularity, pay-for-performance incentives haven't worked as well as proponents had expected. Research by Alexander Pepper, of the London School of Economics, identifies four reasons why: (1) Executives are more risk-adverse than financial theory suggests, so they don't see the at-risk portion of their pay packages as very valuable. (2) They discount heavily for time, so they don't assign much worth to long-term incentives. (3) They...Starting at €8.20
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Making Process Improvements Stick
Harvard Business ReviewArticle HBS-F1806A-EService and Operations ManagementManagers have long been obsessed with improving business processes, and a host of initiatives, such as lean production and Six Sigma, have gained traction in recent years. But a new study shows that the gains from such initiatives often fade quickly. Examining 204 lean projects launched at a European bank, the researchers found that just one-third held on to their gains after two years, and only about the same number were still showing continuous...Starting at €8.20