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- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement...
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Keywords:
Customer Satisfaction;
Policy;
Compensation and Benefits;
Performance Evaluation;
Quality;
System;
Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- August 1992 (Revised June 1993)
- Case
Compania de Telefonos de Chile
By: W. Carl Kester, Enrique Ostale and Charles McHugh La Follette
The newly privatized Chilean telephone company, Compania de Telefonos de Chile (CTC) must raise substantial new funds externally in order to finance its expansion program. This task is complicated by Chile's small, illiquid capital markets and the skeptical view of...
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Keywords:
Capital Markets;
Financing and Loans;
Managerial Roles;
Privatization;
Expansion;
Telecommunications Industry;
South America;
Chile
Kester, W. Carl, Enrique Ostale, and Charles McHugh La Follette. "Compania de Telefonos de Chile." Harvard Business School Case 293-015, August 1992. (Revised June 1993.)
- January 1989
- Background Note
Managing Information Technology: Organization and Leadership
By: James I. Cash Jr. and Thomas H. Davenport
Describes the organizational components of the typical IT organization in a large corporation. Points out common problems and issues for each component of the organization. Also addresses the leadership issues for the IT function, and focuses specifically on the Chief...
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Keywords:
Information Management;
Organizational Design;
Leadership;
Managerial Roles;
Information Technology;
Problems and Challenges;
Information Technology Industry
Cash, James I., Jr., and Thomas H. Davenport. "Managing Information Technology: Organization and Leadership." Harvard Business School Background Note 189-133, January 1989.
- Article
New Interest in Incentive Financing
By: Samuel Hayes
The article presents the findings of a study on incentive financings as they apply to institutional investors, particularly life insurance company investors. The author made contact with investment officers in 29 insurance companies, and have collected a considerable...
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Hayes, Samuel. "New Interest in Incentive Financing." Harvard Business Review 44, no. 4 (July–August 1966): 99–112. (Reprinted: Brigham, Earl, Ricks, R. B., Readings in the Essentials of Managerial Finance. Holt, Rhinehart and Winston, 1968.)
- Teaching Interest
Audit Committees in a New Era of Governance
By: Suraj Srinivasan
The last ten years has heightened demands on audit committees. Not only are they responsible for overseeing internal and external audits to ensure that investors receive accurate and transparent information, but they must ensure compliance with new accounting and...
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- Teaching Interest
Audit Committees in a New Era of Governance
By: Paul M. Healy
The last ten years has heightened demands on audit committees. Not only are they responsible for overseeing internal and external audits to ensure that investors receive accurate and transparent information, but they must ensure compliance with new accounting and...
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- Research Summary
Designing Productive Zones of Privacy
A common theme that integrates my research and course development is how increasingly transparent workplaces can improve productivity and performance by putting up certain boundaries to observation. While the research above empirically and theoretically explores the... View Details
- Research Summary
Overview
My research focuses on two interrelated organizational trends that have become salient in the 21st century: workplace transparency (who gets to observe whom) and workplace connectivity (who gets to communicate with whom). Open offices and factories have made what was...
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Keywords:
Privacy;
Transparency;
Productivity;
Field Experiments;
Communication;
Design;
Human Resources;
Leadership;
Management;
Organizational Design;
Organizational Structure;
Performance;
Groups and Teams;
Networks;
Behavior;
Social and Collaborative Networks;
Satisfaction;
North America;
Europe;
Asia;
China;
Japan;
Latin America
- Teaching Interest
Public Entrepreneurship
Public entrepreneurship is designed for future private entrepreneurs and public leaders who want to build new ventures operating in or selling into traditionally public domains.
The last few years have seen a wave of new public entrepreneurs start companies... View Details
Keywords:
Public Entrepreneurship
- Research Summary
Research Thrust
By: Rakesh Khurana
I am trained in organizational sociology and my main areas of interest lie in macro-organizational theory and the dynamics of executive labor markets. To date, my research has focused on two themes. The first revolves around understanding the forces that govern the...
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- Research Summary
The American Chief Executive from 1850 to 2000
Richard S. Tedlow's research explores changes in the leadership strategies, styles, and backgrounds of corporate chief executive officers in the United States over the past century and a half. This project has both a qualitative and a quantitative component. The...
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- Forthcoming
- Article
The Impact of Minority Representation at Mortgage Lenders
By: W. Scott Frame, Ruidi Huang, Erica Jiang, Yeonjoon Lee, Will Liu, Erik J. Mayer and Adi Sunderam
We study links between the labor market for loan officers and access to mortgage credit. Using novel data matching the (near) universe of mortgage applications to loan officers, we find that minorities are significantly underrepresented among loan officers. Minority...
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Frame, W. Scott, Ruidi Huang, Erica Jiang, Yeonjoon Lee, Will Liu, Erik J. Mayer, and Adi Sunderam. "The Impact of Minority Representation at Mortgage Lenders." Journal of Finance (forthcoming).
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