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Publications

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    • All HBS Web  (9,020)
      • Faculty Publications  (268)

      Operations Improvement Remove Operations Improvement →

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      Danaher – A Modern Marvel of Continuous Improvement - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      BC Partners: Acuris
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      • March 2021
      • Case

      Apax Partners and Duck Creek Technologies

      By: Josh Lerner, Terrence Shu and Alys Ferragamo
      This case follows Jason Wright and Umang Kajaria at Apax Partners as they consider an investment in Duck Creek Technologies, a technology provider for property & casualty insurance companies. The deal required a complex carve-out from Accenture, Duck Creek’s parent...  View Details
      Keywords: Private Equity; Insurance; Insurance Industry; New York (city, Ny)
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      Lerner, Josh, Terrence Shu, and Alys Ferragamo. "Apax Partners and Duck Creek Technologies." Harvard Business School Case 221-075, March 2021.
      • February 2021
      • Article

      How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice

      By: Ryan W. Buell and Basak Kalkanci
      Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts...  View Details
      Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility And Impact; operations; Environmental Sustainability; Consumer Behavior; Perception
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      Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
      • January 28, 2021
      • Other Article

      Lessons from the U.S.'s Rocky Vaccine Rollout

      By: Robert S. Huckman and Bradley R. Staats
      The rocky rollout of the COVID-19 vaccines is emblematic of many of the problems with the U.S. health care system. The United States is blessed with highly trained, excellent, and compassionate care providers and terrific research and development that has led to novel...  View Details
      Keywords: Health Care; Covid-19; Vaccines; Operations Improvement; Health Pandemics; Health Care And Treatment; Service Delivery; operations; Performance improvement; Health; Health Industry; United States
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      Huckman, Robert S., and Bradley R. Staats. "Lessons from the U.S.'s Rocky Vaccine Rollout." Harvard Business Review Digital Articles (January 28, 2021).
      • January 2021
      • Case

      Value-Based Insurance Design at Onex

      By: Joshua Schwartzstein, Amitabh Chandra and Amram Migdal
      The operating executives of Health and Benefits for Onex Partners, Megan Jackson Frye and Sam Camens, faced a challenge: Healthcare costs for employees of Onex’s portfolio companies were continuing to rise above the consumer price index, reflecting broader trends...  View Details
      Keywords: Decision Making; Cost Vs Benefits; Decision Choices And Conditions; Decisions; Finance; Behavioral Finance; Insurance; Health; Health Care And Treatment; Human Resources; Compensation And Benefits; Markets; Demand And Consumers; Consumer Behavior; Social Psychology; Behavior; Interests; Motivation And Incentives; Perception; Health Industry; Insurance Industry; North America; United States
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      Schwartzstein, Joshua, Amitabh Chandra, and Amram Migdal. "Value-Based Insurance Design at Onex." Harvard Business School Case 921-023, January 2021.
      • Article

      Value of New Performance Information in Healthcare: Evidence from Japan

      By: Susanna Gallani, Takehisa Kajiwara and Ranjani Krishnan
      Mandatory measurement and disclosure of outcome measures are commonly used policy tools in healthcare. The effectiveness of such disclosures relies on the extent to which the new information produced by the mandatory system is internalized by the healthcare...  View Details
      Keywords: Value Of Information; Feedback; Patient Satisfaction; Healthcare; Health Care And Treatment; Satisfaction; Information; Measurement And Metrics; Performance improvement
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      Gallani, Susanna, Takehisa Kajiwara, and Ranjani Krishnan. "Value of New Performance Information in Healthcare: Evidence from Japan." International Journal of Health Economics and Management 20, no. 4 (December 2020): 319–357.
      • November 2020
      • Supplement

      Improving Access at VA (Update)

      By: Ryan W. Buell
      In November 2020, Chief Veterans Experience Officer, Lynda Davis, and Deputy Chief Veterans Experience Officer, Barbara C. Morton reflect on a busy four years leading the Veterans Experience Office at the U.S. Department of Veterans Affairs. The case provides an update...  View Details
      Keywords: Government; Service Management; Leading Change; Transformation; Service operations; Management; Health Care And Treatment; Government Administration; Performance improvement; Public Administration Industry; United States
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      Buell, Ryan W. "Improving Access at VA (Update)." Harvard Business School Supplement 621-070, November 2020.
      • November 2020 (Revised February 2021)
      • Case

      CommonSpirit Health: Integrating a Merger of Equals

      By: Robert S. Huckman, Hise Gibson and Nicole Gilmore
      Soon after closing the 2019 merger of Catholic Health Initiatives (CHI) and Dignity Health to create CommonSpirit Health, Lloyd Dean and Kevin Lofton--jointly appointed to the role of CEO--must make several operational and strategic decisions related to the integration...  View Details
      Keywords: Health Care Delivery; Hospital; Merger; Merger Integration; Hospital Mergers; Health Information Technology; Ceos; Health Care And Treatment; Mergers And Acquisitions; Integration; Leadership; Health Industry; United States
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      Huckman, Robert S., Hise Gibson, and Nicole Gilmore. "CommonSpirit Health: Integrating a Merger of Equals." Harvard Business School Case 621-034, November 2020. (Revised February 2021.)
      • October 2020
      • Case

      Surviving Venezuela's Hyperinflation: Automercados Plaza's

      By: Alberto Cavallo, Mariana Cal and Carla Larangeira
      Under the rule of presidents Hugo Chávez and Nicolas Maduro, Venezuela experienced one of the worst economic and political meltdowns in modern history, culminating with a massive hyperinflation. Remarkably, during this dramatic times Automercados Plaza's had grown to...  View Details
      Keywords: Hyperinflation; Populism; Inflation And Deflation; Macroeconomics; Management; Strategy; Organizational Change And Adaptation; Business And Government Relations; Retail Industry; South America; Venezuela
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      Cavallo, Alberto, Mariana Cal, and Carla Larangeira. "Surviving Venezuela's Hyperinflation: Automercados Plaza's." Harvard Business School Case 721-014, October 2020.
      • October 2020
      • Article

      Task Selection and Workload: A Focus on Completing Easy Tasks Hurts Long-Term Performance

      By: Diwas S. KC, Bradley R. Staats, Maryam Kouchaki and Francesca Gino
      How individuals manage, organize, and complete their tasks is central to operations management. Recent research in operations focuses on how under conditions of increasing workload individuals can decrease their service time, up to a point, in order to complete work...  View Details
      Keywords: Healthcare; Knowledge Work; Discretion; Workload; Employees; Health Care And Treatment; Decision Making; Performance Effectiveness; Performance Productivity
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      KC, Diwas S., Bradley R. Staats, Maryam Kouchaki, and Francesca Gino. "Task Selection and Workload: A Focus on Completing Easy Tasks Hurts Long-Term Performance." Management Science 66, no. 10 (October 2020).
      • September 2020 (Revised November 2020)
      • Supplement

      Student Success at Georgia State University (B)

      By: Michael W. Toffel, Robin Mendelson and Julia Kelley
      This is a supplement to the Student Success at Georgia State University (A) case. The (B) case includes the results of a randomized control trial that Georgia State conducted to test education technology start-up AdmitHub’s chatbot solution as a strategy for improving...  View Details
      Keywords: Education; Higher Education; Learning; Curriculum And Courses; Demographics; Diversity; Ethnicity; Income; Race; Values And Beliefs; Leadership; Goals And Objectives; Measurement And Metrics; operations; Organizations; Mission And Purpose; Organizational Culture; Outcome Or Result; Performance; Performance Effectiveness; Performance Evaluation; Performance improvement; Planning; Strategic Planning; Social Enterprise; Nonprofit Organizations; Social Issues; Wealth And Poverty; Equality And Inequality; Technology; Technology Platform; Education Industry; Atlanta
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      Toffel, Michael W., Robin Mendelson, and Julia Kelley. "Student Success at Georgia State University (B)." Harvard Business School Supplement 621-039, September 2020. (Revised November 2020.)
      • September 2020 (Revised November 2020)
      • Case

      Student Success at Georgia State University (A)

      By: Michael W. Toffel, Robin Mendelson and Julia Kelley
      Georgia State University had developed a reputation for driving student success by nearly doubling its graduation rate for students of all racial, ethnic, and socioeconomic backgrounds. It did so while growing its student body and the proportion of Black/African...  View Details
      Keywords: Education; Higher Education; Learning; Curriculum And Courses; Demographics; Diversity; Ethnicity; Income; Race; Leadership; Goals And Objectives; Measurement And Metrics; operations; Organizations; Mission And Purpose; Organizational Culture; Outcome Or Result; Performance; Performance Effectiveness; Performance Evaluation; Service operations; Performance improvement; Planning; Strategic Planning; Social Enterprise; Nonprofit Organizations; Social Issues; Wealth And Poverty; Equality And Inequality; Technology; Technology Platform; Education Industry; Atlanta
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      Toffel, Michael W., Robin Mendelson, and Julia Kelley. "Student Success at Georgia State University (A)." Harvard Business School Case 621-006, September 2020. (Revised November 2020.)
      • Article

      Assessing the Food and Drug Administration's Risk-Based Framework for Software Precertification with Top Health Apps in the United States: Quality Improvement Study

      By: Noy Alon, Ariel Dora Stern and John Torous
      BACKGROUND: As the development of mobile health apps continues to accelerate, the need to implement a framework that can standardize categorizing these apps to allow for efficient, yet robust regulation grows. However, regulators and researchers are faced with numerous...  View Details
      Keywords: Mobile Health; Smartphone; Food And Drug Administration; Risk-based Framework; Health Care And Treatment; Mobile Technology; Software
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      Alon, Noy, Ariel Dora Stern, and John Torous. "Assessing the Food and Drug Administration's Risk-Based Framework for Software Precertification with Top Health Apps in the United States: Quality Improvement Study." JMIR mHealth and uHealth 8, no. 10 (October 2020).
      • July 2020
      • Case

      King's College Hospital in Crisis

      By: John R. Wells and Benjamin Weinstock
      On December 11, 2017, King’s College Hospital NHS Foundation Trust (King’s), one of London’s leading teaching hospital groups, was put into “special measures” by NHS Improvement (NHSI), the financial regulator of England’s National Health Service (NHS). The future of...  View Details
      Keywords: Hospitals; Financing; Health Care And Treatment; Financial Condition; Crisis Management; Organizational Structure; Transformation; Strategic Planning; United Kingdom
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      Wells, John R., and Benjamin Weinstock. "King's College Hospital in Crisis." Harvard Business School Case 721-356, July 2020.
      • June 2020 (Revised November 2020)
      • Case

      Vanguard Retail Operations (A)

      By: Willy C. Shih and Antonio Moreno
      The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...  View Details
      Keywords: Pooling; Generalist Model; Specialist Model; operations; Service operations; Management; Financial Services Industry; United States
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      Shih, Willy C., and Antonio Moreno. "Vanguard Retail Operations (A)." Harvard Business School Case 620-104, June 2020. (Revised November 2020.)
      • June 2020 (Revised August 2020)
      • Supplement

      Vanguard Retail Operations (B)

      By: Willy C. Shih and Antonio Moreno
      The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...  View Details
      Keywords: Pooling; Generalist Model; Specialist Model; Service operations; Management; Financial Services Industry; United States
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      Shih, Willy C., and Antonio Moreno. "Vanguard Retail Operations (B)." Harvard Business School Supplement 620-105, June 2020. (Revised August 2020.)
      • Article

      The Inpatient Discharge Lounge as a Potential Mechanism to Mitigate Emergency Department Boarding and Crowding

      By: Brian Franklin, Sharif Vakili, Robert S. Huckman, Sarah Hosein, Nicholas Falk, Katherine Cheng, Maria Murray, Sheila Harris, Charles A. Morris and Eric Goralnick
      Delayed access to inpatient beds for admitted patients contributes significantly to emergency department (ED) boarding and crowding, which have been associated with deleterious patient safety effects. To expedite inpatient bed availability, some hospitals have...  View Details
      Keywords: Health Care Delivery; Emergency Room; Operations Improvement; Operations Management; Health Care And Treatment; Service Delivery; operations; Management; Performance improvement; Service operations
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      Franklin, Brian, Sharif Vakili, Robert S. Huckman, Sarah Hosein, Nicholas Falk, Katherine Cheng, Maria Murray, Sheila Harris, Charles A. Morris, and Eric Goralnick. "The Inpatient Discharge Lounge as a Potential Mechanism to Mitigate Emergency Department Boarding and Crowding." Annals of Emergency Medicine 75, no. 6 (June 2020): 704–714.
      • May 2020
      • Teaching Note

      Talismark

      By: Richard S. Ruback, Royce Yudkoff and Ahron Rosenfeld
      Teaching Note for HBS Case No. 211-097. Talismark negotiated waste hauling contracts for small and medium size companies. Its owners, Charles Muszynski and Marshall Staiman, were able to grow the business by more than 30% per year since it was founded, but believed...  View Details
      Keywords: Small Business; Small Business Administration; Infrastructure; Restructuring; Business Processes; Information Management; Sales; Organizational Change And Adaptation; Wastes And Waste Processing
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      Ruback, Richard S., Royce Yudkoff, and Ahron Rosenfeld. "Talismark." Harvard Business School Teaching Note 220-092, May 2020.
      • May 2020
      • Teaching Note

      Baskits Inc.

      By: Richard S. Ruback, Royce Yudkoff and Ahron Rosenfeld
      Teaching Note for HBS Case No. 217-001. Robin Kovitz (MBA 2007) acquired Baskits, a Canadian gift basket company, in October of 2014. The business was highly seasonal with two-thirds of its sales occurring in November and December. Baskits dealt with its seasonality...  View Details
      Keywords: operations; Performance improvement; Canada
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      Ruback, Richard S., Royce Yudkoff, and Ahron Rosenfeld. "Baskits Inc." Harvard Business School Teaching Note 220-086, May 2020.
      • Spring 2020
      • Article

      The Basic Economics of Internet Infrastructure

      By: Shane Greenstein
      The internet's structure and operations remain invisible to most economists. What determines the economic value of internet infrastructure and the incentives to improve it? What are the open research questions for the most salient policy issues? This article reviews...  View Details
      Keywords: Internet; Infrastructure; operations; Economics; Value
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      Greenstein, Shane. "The Basic Economics of Internet Infrastructure." Journal of Economic Perspectives 34, no. 2 (Spring 2020): 192–214.
      • February 2020
      • Case

      Highfields Capital and McDonald's

      By: Mark Egan and Robin Greenwood
      McDonald’s reported its fifth consecutive quarter of declining same-store sales growth in early 2015. Despite McDonald’s recent poor performance, Jonathon S. Jacobson, the founder and Chief Investment Officer of Boston-based Highfields Capital Management, had initiated...  View Details
      Keywords: Mcdonald's; Stocks; Performance improvement; operations; Finance; Restructuring; Value Creation; Financial Services Industry
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      Egan, Mark, and Robin Greenwood. "Highfields Capital and McDonald's." Harvard Business School Case 220-061, February 2020.
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      Danaher – A Modern Marvel of Continuous Improvement - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      BC Partners: Acuris
      → Search All HBS Web
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