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Selection Bias and the Perils of Benchmarking
Strategy & Execution Magazine ArticleTo find the secrets of business success, what could be more natural than studying successful businesses? In fact, nothing could be more dangerous, warns... -
Fixing Health Care from the Inside, Today
Technology & Operations Magazine ArticleToday, you are about as safe in a U.S. hospital as you would be parachuting off a bridge or a building. But it doesn't have to be that way. Right now,... -
Learning to Lead at Toyota
Organizational Development Magazine ArticleMany companies have tried to copy Toyota's famous production system--but without success. Part of the reason why, says the author, is that imitators fail... -
Tailored, Not Benchmarked: A Fresh Look at Corporate Planning
Strategy & Execution Magazine ArticleIn today's competitive markets, every company has an action plan. Yet for most managers, the processes used to create these plans don't work. The root... -
Holding Hospitals Accountable for Patient Safety
Government Digital ArticleThe Biden administration has proposed relaxing regulations around reporting medical errors, which are the third-leading cause of death in the United States. -
Benchmarking Your Staff
Organizational Development Magazine ArticleHere's how you can decide on the right size and composition of your corporate staff. -
Inside the Mind of the Chinese Consumer
Strategy & Execution Magazine ArticleFor the past three decades, the torrid pace of GDP growth in China has fascinated companies around the world. Western companies, in particular, have viewed... -
Manage Your Human Sigma
Organizational Development Magazine ArticleIf sales and service organizations are to improve, they must learn to measure and manage the quality of the employee-customer encounter. Quality improvement... -
U.S. Health Care Reform Can't Wait for Quality Measures to Be Perfect
Technology & Operations Digital ArticleDelaying the move to value-based payment is not an option. -
Creating a Culture of Quality
Organizational Development Magazine ArticleIn most industries, quality has never mattered more--but with cycle times compressing and output gains outpacing employment growth, the likelihood of... -
Relentless Idealism for Tough Times
Leadership & Managing People Magazine ArticleIn 1971, when Alice Waters founded Chez Panisse in Berkeley, California, chefs at even the highest-end restaurants were still using frozen meat and produce.... -
How U.S. Health Care Got Safer by Focusing on the Patient Experience
Customer experience Digital ArticleAlmost 20 years ago, two reports changed the game. -
Crafting the Luxury Experience
Communication VideoRobert Chavez, CEO of Hermes US, explains why employee engagement and an online presence are key. -
Creating a Culture of Continuous Improvement
Strategy & Execution Digital ArticleHow one Wisconsin health system did it. -
The Culture to Cultivate
Organizational Development Magazine ArticleThe CEO of Kaiser Permanente writes that instilling a foundational culture of continuous improvement is the only way to unify an organization as large... -
Growth as a Process: The HBR Interview
Strategy & Execution Magazine ArticleUnder Jack Welch's leadership, General Electric's managers applied their imaginations relentlessly to the task of making work more efficient. Jeffrey... -
Coming Commoditization of Processes
Technology & Operations Magazine ArticleDespite the much-ballyhooed increase in outsourcing, most companies are in do-it-yourself mode for the bulk of their processes, in large part because... -
How One Hospital Improved Patient Handoffs for the Long Term
Organizational culture Digital ArticleA six-step process helped them engage staff and sustain change. -
Reign of Zero Tolerance (HBR Case Study and Commentary)
Organizational Development Magazine ArticleSimon Pemberton, a materials chemist at Applied Devices, is escorted by security guards to the company parking lot, where an HR manager tells him he's... -
The IT Transformation Health Care Needs
Technology & Operations Magazine ArticleIn recent years, health care organizations have made sizable investments in information technology. They've used their IT systems to replace paper records...
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Maestro Pizza (D): This Means War
Strategy & Execution Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Bee-ing Better at Bombas
Sales & Marketing Case Study11.95View Details David Heath and Randy Goldberg founded Bombas in 2013 to serve two missions: to deliver the "best socks in the history of feet," and to donate socks (the... -
Six Sigma at Cintas Corporation
Technology & Operations Case Study11.95View Details The green belt specialist at the Cintas Torlake facility near Toronto had four days before he was to present his recommendations to the executive steering... -
Pete & Gerry's
Sales & Marketing Case Study11.95View Details -
BPO, Incorporated
Technology & Operations Case Study11.95View Details The Employee Benefit Outsourcing (EBO) unit of BPO, Inc. is experiencing rapid growth as a result of industry trends toward greater outsourcing of business... -
Brighter Smiles for the Masses--Colgate vs. P&G
Strategy & Execution Case Study11.95View Details In 2000, Procter & Gamble Co. introduced Crest Whitestrips, a new, revolutionary product that allowed consumers to whiten their teeth at home. With Whitestrips,... -
Wainwright Industries (A): Beyond the Baldrige
Technology & Operations Case Study11.95View Details Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture.... -
Texas Eastman Co.
Finance & Accounting Case Study11.95View Details The company as part of a commitment to Total Quality Management has installed a computer system that accumulates 30,000 observations on its processes... -
The University of Virginia Health System: The Next Generation of Quality Care and Patient Safety (A)
Technology & Operations Case Study11.95View Details This case examines the transformation of the University of Virginia Health System (UVAHS) into a leader of operational excellence focused on both patient... -
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
Technology & Operations Case Study11.95View Details AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction,... -
Organizational Transformation in a Taiwanese Company
Organizational Development Case Study11.95View Details A senior human resources manager at the YUAN Group, a medium-size, multi-industry company, is reflecting on her first year on the job. She had implemented... -
Texas Instruments: Cost of Quality (A)
Finance & Accounting Case Study11.95View Details Texas Instruments implements a Cost of Quality (COQ) system as part of a company-wide "Total Quality Thrust." After several years of operation, group... -
Cleveland Clinic Heart Center: A Legacy of Excellence
Organizational Development Case Study11.95View Details This case is about the history, achievements, and problems of a uniquely run medical institution. It has become an award-winning, world-class institution... -
Connecticut Spring and Stamping Corp. (B)
Technology & Operations Case Study5.00View Details Connecticut Spring and Stamping Corp. (CSSC), a 50-year-old spring manufacturing and metal stamping firm, is experiencing slow sales growth and feeling... -
Porcini's Pronto: "Great Italian cuisine without the wait!"
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
Hub and Spoke, Health Care Global, and Additional Focused Factory Models for Cancer Care
Leadership & Managing People Case Study11.95View Details This case compares and contrasts four different models for delivering cancer care in India and the US. Students are asked to select the best model in... -
Nanxi Liu: Finding the Keys to Sales Success at Enplug
Innovation & Entrepreneurship Case Study11.95View Details In 2012, Nanxi Liu and her four co-founders launched Enplug, a digital signage company that specialized in providing businesses with customizable, interactive... -
Ritz-Carlton: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services... -
Simply Effective: How to Cut Through Complexity in Your Organization and Get Things Done
35.00View Details The level of complexity in most organizations today is staggering-and it's only getting worse. There are so many choices to be made, people to involve,... -
Lean at Wipro Technologies
Technology & Operations Case Study11.95View Details Wipro Technologies, a rapidly growing software services firm based in India, decided to use principles from the Toyota Production System (also known as...
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Maestro Pizza (D): This Means War
Strategy & Execution Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Bee-ing Better at Bombas
Sales & Marketing Case Study11.95View Details David Heath and Randy Goldberg founded Bombas in 2013 to serve two missions: to deliver the "best socks in the history of feet," and to donate socks (the... -
Six Sigma at Cintas Corporation
Technology & Operations Case Study11.95View Details The green belt specialist at the Cintas Torlake facility near Toronto had four days before he was to present his recommendations to the executive steering... -
Selection Bias and the Perils of Benchmarking
Strategy & Execution Magazine ArticleTo find the secrets of business success, what could be more natural than studying successful businesses? In fact, nothing could be more dangerous, warns... -
Fixing Health Care from the Inside, Today
Technology & Operations Magazine ArticleToday, you are about as safe in a U.S. hospital as you would be parachuting off a bridge or a building. But it doesn't have to be that way. Right now,... -
Pete & Gerry's
Sales & Marketing Case Study11.95View Details -
BPO, Incorporated
Technology & Operations Case Study11.95View Details The Employee Benefit Outsourcing (EBO) unit of BPO, Inc. is experiencing rapid growth as a result of industry trends toward greater outsourcing of business... -
Brighter Smiles for the Masses--Colgate vs. P&G
Strategy & Execution Case Study11.95View Details In 2000, Procter & Gamble Co. introduced Crest Whitestrips, a new, revolutionary product that allowed consumers to whiten their teeth at home. With Whitestrips,... -
Wainwright Industries (A): Beyond the Baldrige
Technology & Operations Case Study11.95View Details Traces the growth of Wainwright, a small automotive supply company, focusing on its commitment to quality in 1981 and the evolution of its quality culture.... -
Learning to Lead at Toyota
Organizational Development Magazine ArticleMany companies have tried to copy Toyota's famous production system--but without success. Part of the reason why, says the author, is that imitators fail...