Search results
-
Shouldice Hospital Ltd.
Heskett, James L.Case HBS-683068-EService and Operations ManagementVarious proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity and organizational analysis, describes a well-focused, well-managed medical service facility that may well point the way to future economies in the field.Starting at €8.20
-
Engineer Ownership Through Anticipatory Management: Address Employee and Customer Needs Before They Arise
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3830BC-EService and Operations ManagementOrganizations that engineer customer and employee ownership learn to predict and respond to customers' needs before they arise. Technology and information systems can be a great help in this endeavor. But just as important are the combined efforts from all parts of the organization-especially marketing, operations, human resources, and information technology-working seamlessly together to help frontline employees deliver value to customers. This ...Starting at €8.20
-
Sustain Your Success: Foster Employee and Customer Ownership to Lock in Success
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3832BC-EService and Operations ManagementGoogle, the company "Fortune" magazine recently identified as the best place to work in the U.S., offers an inspiring example of management practices that engage employee and customer owners to help create the value that both groups desire. But Google, like so many other companies, faces the challenge of how to lock in this success. According to the authors, the key to overcoming this challenge is a relentless focus on innovating and improving th...Starting at €8.20
-
Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
-
Life's Work: John Cleese
Cleese, John; Ignatius, AdiArticle HBS-R1403M-EThe comic icon shares his thoughts on creativity, corporate humor, and how the team behind Monty Python made decisions.Starting at €8.20
-
"We Need People to Lean into the Future"
McMillon, Doug; Ignatius, AdiArticle HBS-R1702F-EFor years, Walmart's unrivaled customer research capabilities helped it dominate retailing. Then along came the internet, and Walmart suddenly found itself playing catchup to e-commerce pioneers like Amazon. In 2014 the board appointed Doug McMillon as CEO and gave him an imperative: Bring Walmart into the future--without sacrificing its longtime strengths. McMillon, who began his career unloading trucks at a neighborhood Walmart, respects tradit...Starting at €8.20
-
"Don't Try to Protect the Past"
Rometty, Ginni; Ignatius, AdiArticle HBS-R1704K-EGinni Rometty has spent 36 years at IBM, where she now serves as president, CEO, and chairman of the board. She is on a protracted mission to reinvent the company as a cloud-based "solutions" business. That transformation involves moving into areas that have higher value and shedding ones that don't. IBM's new businesses around cloud, data, and security account for almost $34 billion in revenue. They're growing by more than 13% a year and constit...Starting at €8.20
-
"Businesses Exist to Deliver Value to Society."
Frazier, Kenneth; Ignatius, AdiArticle HBS-R1802E-ELeadership and People ManagementOne of only a handful of African-American CEOs in the Fortune 500, Frazier gained widespread attention when he withdrew from President Trump's business advisory council after the events of August 2017 in Charlottesville, Virginia. He says, "I didn't see this as a political issue. It's an issue that goes to our fundamental values as a country." Frazier grew up in the inner city, in a household that valued education highly. He was fortunate, he say...Starting at €8.20
-
"Managers Don't Have All the Answers"
Dimon, Jamie; Ignatius, AdiArticle HBS-R1804K-EDimon has been at the helm of JPMorgan Chase, the biggest bank in the United States, for more than 12 years. A straight-talking guy from Queens (albeit a billionaire with an MBA from Harvard Business School), he has led the bank on a steady path of growth, having weathered both the 2008 financial crisis and the "London Whale" trading scandal. Dimon calls that latter episode "the stupidest and most embarrassing situation I have ever been a part of...Starting at €8.20
-
Emerging from the Crisis
Scoblic, J. Peter; Ignatius, Adi; Kessler, DavidArticle HBS-R2004B-EKnowledge and Communicationmeaning.Starting at €8.20