Leonard A. Schlesinger - Working Knowledge - Harvard Business School

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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.

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