Leonard A. Schlesinger - Working Knowledge - Harvard Business School

<form name="aspnetForm" method="post" action="browse.aspx?HBSFaculty=lschlesinger" id="aspnetForm">
<input type="hidden" name="MSOWebPartPage_PostbackSource" id="MSOWebPartPage_PostbackSource" value="" />
<input type="hidden" name="MSOTlPn_SelectedWpId" id="MSOTlPn_SelectedWpId" value="" />
<input type="hidden" name="MSOTlPn_View" id="MSOTlPn_View" value="0" />
<input type="hidden" name="MSOTlPn_ShowSettings" id="MSOTlPn_ShowSettings" value="False" />
<input type="hidden" name="MSOGallery_SelectedLibrary" id="MSOGallery_SelectedLibrary" value="" />
<input type="hidden" name="MSOGallery_FilterString" id="MSOGallery_FilterString" value="" />
<input type="hidden" name="MSOTlPn_Button" id="MSOTlPn_Button" value="none" />
<input type="hidden" name="__REQUESTDIGEST" id="__REQUESTDIGEST" value="0xB7D564FACB74F501A0360E280F0F0523AEE1ED866E375954D17B3017C76E239AB9ABE0790AC5FB61D7927402AD0AA31601FA4BC0C900E9141942F9278D9FE4F4,16 Jul 2018 06:38:42 -0000" />
<input type="hidden" name="MSOSPWebPartManager_DisplayModeName" id="MSOSPWebPartManager_DisplayModeName" value="Browse" />
<input type="hidden" name="MSOSPWebPartManager_ExitingDesignMode" id="MSOSPWebPartManager_ExitingDesignMode" value="false" />
<input type="hidden" name="MSOWebPartPage_Shared" id="MSOWebPartPage_Shared" value="" />
<input type="hidden" name="MSOLayout_LayoutChanges" id="MSOLayout_LayoutChanges" value="" />
<input type="hidden" name="MSOLayout_InDesignMode" id="MSOLayout_InDesignMode" value="" />
<input type="hidden" name="MSOSPWebPartManager_OldDisplayModeName" id="MSOSPWebPartManager_OldDisplayModeName" value="Browse" />
<input type="hidden" name="MSOSPWebPartManager_StartWebPartEditingName" id="MSOSPWebPartManager_StartWebPartEditingName" value="false" />
<input type="hidden" name="MSOSPWebPartManager_EndWebPartEditing" id="MSOSPWebPartManager_EndWebPartEditing" value="false" />
<input type="hidden" name="__VIEWSTATE" id="__VIEWSTATE" value="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" />

<script type="text/javascript">
//<![CDATA[
var MSOWebPartPageFormName = 'aspnetForm';
var g_presenceEnabled = true;var _fV4UI=true;var _spPageContextInfo = {webServerRelativeUrl: "\u002f", webLanguage: 1033, currentLanguage: 1033, webUIVersion:4,pageListId:"{229a3fa1-d23f-4194-af04-83f712f16168}",pageItemId:10, alertsEnabled:true, siteServerRelativeUrl: "\u002f", allowSilverlightPrompt:'True'};//]]>
</script>
<script type="text/javascript" src="/_layouts/1033/init.js?rev=wgiyW1GQqDQZTITaawvYoA%3D%3D"></script>
<script src="/WebResource.axd?d=KzYTxvKcuTEp7j51joTea5GVr92AuJ4SL5aQ9QUnLuUrG7rTi8YCbgNYedMwdv6fDwv5Ou7X64HliGCav7hiwmuBylh2hjGhv6JU0lkokc63lAPUBD0MIaMGwGty9ueA82idlgs7ktVQj8-X5TCDW8nNPkA1&t=635091894137364301" type="text/javascript"></script>
<script type="text/javascript">
//<![CDATA[
var dlc_fvsi = {"DefaultViews":[],"ViewUrls":[],"WebUrl":"\/"};//]]>
</script>

<script type="text/javascript">
//<![CDATA[
function _spNavigateHierarchy(nodeDiv, dataSourceId, dataPath, url, listInContext, type) {
    CoreInvoke('ProcessDefaultNavigateHierarchy', nodeDiv, dataSourceId, dataPath, url, listInContext, type, document.forms.aspnetForm, "", "\u002fPages\u002fbrowse.aspx");

}
//]]>
</script>
<input type="hidden" name="__VIEWSTATEGENERATOR" id="__VIEWSTATEGENERATOR" value="7BAFC84E" />
<script type="text/javascript">RegisterSod("sp.core.js", "\u002f_layouts\u002fsp.core.js?rev=7ByNlH\u00252BvcgRJg\u00252BRCctdC0w\u00253D\u00253D");</script><script type="text/javascript">RegisterSod("sp.res.resx", "\u002f_layouts\u002fScriptResx.ashx?culture=en\u00252Dus\u0026name=SP\u00252ERes\u0026rev=b6\u00252FcRx1a6orhAQ\u00252FcF\u00252B0ytQ\u00253D\u00253D");</script><script type="text/javascript">RegisterSod("sp.ui.dialog.js", "\u002f_layouts\u002fsp.ui.dialog.js?rev=Tpcmo1\u00252FSu6R0yewHowDl5g\u00253D\u00253D");RegisterSodDep("sp.ui.dialog.js", "sp.core.js");RegisterSodDep("sp.ui.dialog.js", "sp.res.resx");</script><script type="text/javascript">RegisterSod("core.js", "\u002f_layouts\u002f1033\u002fcore.js?rev=Emb5hNX1RZMNXk9oS82yvA\u00253D\u00253D");</script>
<script type="text/javascript">
//<![CDATA[
var _spFormDigestRefreshInterval = 1440000;window.g_updateFormDigestPageLoaded = new Date(); window.g_updateFormDigestPageLoaded.setDate(window.g_updateFormDigestPageLoaded.getDate() -5);function loadMDN2() { EnsureScript('MDN.js', typeof(loadFilterFn), null); }
function loadMDN1() { ExecuteOrDelayUntilScriptLoaded(loadMDN2, 'sp.ribbon.js'); }
_spBodyOnLoadFunctionNames.push('loadMDN1');//]]>
</script>
<script type="text/javascript">RegisterSod("sp.runtime.js", "\u002f_layouts\u002fsp.runtime.js?rev=IGffcZfunndj0247nOxKVg\u00253D\u00253D");RegisterSodDep("sp.runtime.js", "sp.core.js");RegisterSodDep("sp.runtime.js", "sp.res.resx");</script><script type="text/javascript">RegisterSod("sp.js", "\u002f_layouts\u002fsp.js?rev=\u00252B4ZEyA892P3T0504qi0paw\u00253D\u00253D");RegisterSodDep("sp.js", "sp.core.js");RegisterSodDep("sp.js", "sp.runtime.js");RegisterSodDep("sp.js", "sp.ui.dialog.js");RegisterSodDep("sp.js", "sp.res.resx");</script><script type="text/javascript">RegisterSod("cui.js", "\u002f_layouts\u002fcui.js?rev=OOyJv78CADNBeet\u00252FvTvniQ\u00253D\u00253D");</script><script type="text/javascript">RegisterSod("inplview", "\u002f_layouts\u002finplview.js?rev=WB6Gy8a027aeNCq7koVCUg\u00253D\u00253D");RegisterSodDep("inplview", "core.js");RegisterSodDep("inplview", "sp.js");</script><script type="text/javascript">RegisterSod("ribbon", "\u002f_layouts\u002fsp.ribbon.js?rev=F\u00252BUEJ66rbXzSvpf7nN69wQ\u00253D\u00253D");RegisterSodDep("ribbon", "core.js");RegisterSodDep("ribbon", "sp.core.js");RegisterSodDep("ribbon", "sp.js");RegisterSodDep("ribbon", "cui.js");RegisterSodDep("ribbon", "sp.res.resx");RegisterSodDep("ribbon", "sp.runtime.js");RegisterSodDep("ribbon", "inplview");</script><script type="text/javascript">RegisterSod("sp.ui.policy.resources.resx", "\u002f_layouts\u002fScriptResx.ashx?culture=en\u00252Dus\u0026name=SP\u00252EUI\u00252EPolicy\u00252EResources\u0026rev=YhBHGmUAGyJ3lAgSdE4V\u00252Fw\u00253D\u00253D");</script><script type="text/javascript">RegisterSod("mdn.js", "\u002f_layouts\u002fmdn.js?rev=gwmFFJ2\u00252FfFacqXWAqG\u00252FqKg\u00253D\u00253D");RegisterSodDep("mdn.js", "sp.core.js");RegisterSodDep("mdn.js", "sp.runtime.js");RegisterSodDep("mdn.js", "sp.js");RegisterSodDep("mdn.js", "cui.js");RegisterSodDep("mdn.js", "ribbon");RegisterSodDep("mdn.js", "sp.ui.policy.resources.resx");</script>
<script type="text/javascript">
//<![CDATA[

function _spNavigateHierarchyEx(nodeDiv, dataSourceId, dataPath, url, listInContext, type, additionalQString) {
    SetAdditionalNavigateHierarchyQString(additionalQString);
    g_originalSPNavigateFunc(nodeDiv, dataSourceId, dataPath, url, listInContext, type);
}

g_originalSPNavigateFunc = _spNavigateHierarchy;
_spNavigateHierarchy = _spNavigateHierarchyEx;
var _fV4UI = true;//]]>
</script>
<script type="text/javascript">RegisterSod("msstring.js", "\u002f_layouts\u002f1033\u002fmsstring.js?rev=QtiIcPH3HV7LgVSO7vONFg\u00253D\u00253D");</script><script type="text/javascript">RegisterSod("browserScript", "\u002f_layouts\u002f1033\u002fnon_ie.js?rev=EVTj1bu32\u00252FMla6SDN\u00252FsNTA\u00253D\u00253D");</script>
<script type="text/javascript">
//<![CDATA[
var __wpmExportWarning='This Web Part Page has been personalized. As a result, one or more Web Part properties may contain confidential information. Make sure the properties contain information that is safe for others to read. After exporting this Web Part, view properties in the Web Part description file (.WebPart) by using a text editor such as Microsoft Notepad.';var __wpmCloseProviderWarning='You are about to close this Web Part.  It is currently providing data to other Web Parts, and these connections will be deleted if this Web Part is closed.  To close this Web Part, click OK.  To keep this Web Part, click Cancel.';var __wpmDeleteWarning='You are about to permanently delete this Web Part.  Are you sure you want to do this?  To delete this Web Part, click OK.  To keep this Web Part, click Cancel.';//]]>
</script>
</form>

Filter Results: (7)

Filter Results: (7)

Page 1 of 7 Results

31 Jul 2017
HBS Case

It’s Hard to Fix the Family Business Without Offending the Family

by Julia Hanna

Navigating complex relationships and understanding unwritten processes are among the many challenges of transitioning a family-owned business to the next generation. Len Schlesinger, Michael Raiche, and Roger Zhu discuss the dilemmas of a small Vietnamese restaurant in the case study “Pho Hoa Dorchester.” Open for comment; Comment(s) posted.

25 Jul 2017
First Look

First Look at New Research and Ideas: July 25, 2017

Carmen Nobel

Banning protections on M&A deals...Effectively measuring the patient experience...Considering the efficacy of 'quadratic voting.'

17 Jun 2017
Research & Ideas

Amazon, Whole Foods Deal a Big Win for Consumers

by Jose Alvarez and Len Schlesinger

What does Amazon's $13.4 billion deal for Whole Foods say about the future of retail? Harvard Business School professors Jose Alvarez and Len Schlesinger see good times ahead for consumers as well as both companies. Open for comment; Comment(s) posted.

13 Jun 2017
First Look

First Look at New Research and Ideas, June 13

Sean Silverthorne

Focus on a few growth metrics ... Immigrants and ingenuity ... How important is ‘detailing’ to medical sales?

20 Oct 2016
Cold Call Podcast

The Spectacular Fall and Fix of HealthCare.gov

Re: Leonard A. Schlesinger

Professor Len Schlesinger describes his case study around the enormous challenges involved with building, launching, and ultimately fixing HealthCare.gov—one of the largest IT fiascos ever. Open for comment; Comment(s) posted.

11 May 2016
Research & Ideas

Fix This! Why is it so Painful to Buy a New Car?

by Sean Silverthorne

Car-buying sends shivers up the backbones of American consumers, so why hasn’t the industry stepped up to create a better experience? Leonard Schlesinger, Jill Avery, and Ryan Buell tell their own war stories and talk about how the battle might yet be won. Open for comment; Comment(s) posted.

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

by Jim Aisner

The economic future of the country is largely in the hands of those who lead our service organizations, which create more employment and GDP growth than any other sector. Jim Heskett, Earl Sasser, and Len Schlesinger discuss the current state of service and their recent book, What Great Service Leaders Know & Do. Open for comment; Comment(s) posted.