- 02 Dec 2019
- What Do You Think?
How Does a Company like Boeing Respond to Intense Competitive Pressure?
SUMMING UP: Playing out in real time, Boeing's misguided responses to competitive pressure illustrate organizational "gaps" suffered by many organizations. James Heskett's readers discuss solutions. Open for comment; Comment(s) posted.
- 07 Oct 2019
- Sharpening Your Skills
How Companies Can Make Up with (Very) Unhappy Customers
It happens to the best of companies. One fine day a public relations nightmare explodes and shatters your hard-won trust with customers. What should you do next? Open for comment; Comment(s) posted.
- 30 Jan 2019
- What Do You Think?
Who Will Measure up to These Two Remarkable Leaders?
SUMMING UP. In the wake of the loss of two great CEOs, James Heskett asks which schools are ready to turn out the next generation of transformative leaders? Open for comment; Comment(s) posted.
- 07 Jan 2019
- Research & Ideas
The Better Way to Forecast the Future
We can forecast hurricane paths with great certainty, yet many businesses can't predict a supply chain snafu just around the corner. Yael Grushka-Cockayne says crowdsourcing can help. Open for comment; Comment(s) posted.
- 01 Nov 2018
- Working Paper Summaries
Forecasting Airport Transfer Passenger Flow Using Real-Time Data and Machine Learning
Passengers arriving at international hubs often endure delays, especially at immigration and security. This study of London’s Heathrow Airport develops a system to provide real-time information about transfer passengers’ journeys through the airport to better serve passengers, airlines, and their employees. It shows how advanced machine learning could be accessible to managers.
- 30 Oct 2018
- Working Paper Summaries
The Value Structure of Technologies, Part 2: Technical and Strategic Bottlenecks as Guides for Action
This paper presents analytic tools to formulate strategy in large, evolving technical systems. It explains how value-enhancing technical change comes from the effective management of technical and strategic bottlenecks in conjunction with module boundaries and property rights. The analytic tools are used to explain the evolution of three historic technologies: early aircraft, machine tools, and container shipping.
- 12 Apr 2018
- Op-Ed
Op-Ed: The Trouble with Tariffs
The world's economies are interconnected by globalization, which makes threats of tariff wars doubly dangerous, says Willy Shih. Open for comment; Comment(s) posted.
- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
With videos of bad business practices routinely going viral, it might be tempting to prohibit customers from recording their surroundings. But banning cameras is the wrong way to go, says Benjamin Edelman. Open for comment; Comment(s) posted.
- 23 Mar 2017
- Cold Call Podcast
Cost-cutting Leads to Turbulence in the Airline Industry
When a business known for delivering an exemplary customer experience faces cutbacks, what services get chopped? Assistant Professor Susanna Gallani discusses a recent case study about an airline that looks not just to survive a downturn but emerge stronger. Open for comment; Comment(s) posted.
- 20 Jul 2016
- Research & Ideas
Airplane Design Brings Out the Class Warfare in Us All
Air rage is often blamed on overcrowded flights and postage stamp-size seats, but researchers Michael Norton and Katherine A. DeCelles find another culprit: resentment toward passengers in first class. Open for comment; Comment(s) posted.
- 06 Apr 2015
- Research & Ideas
After Germanwings, More Attention Needed on Employee Mental Health
The Germanwings tragedy catapulted the issues of mental health and corporate risk and responsibility into the world's headlines. Professor John Quelch argues it's time for companies to make employee mental health more than an afterthought. Open for comment; 16 Comment(s) posted.
- 23 Mar 2015
- Research & Ideas
It’s Called ‘Price Coherence,’ and It’s Surprisingly Bad for Consumers
In many markets, a product is offered at the same price regardless of whether it is sold directly by a retailer or through an intermediary. Research by Ben Edelman and Julian Wright uncovers the hidden costs for consumers. Open for comment; 8 Comment(s) posted.
- 13 Mar 2014
- Research & Ideas
Can We Get To Where We Need To Go?
America's infrastructure woes and how to fix them were front and center at the recent summit, America on the Move: Transportation and Infrastructure for the 21st Century, led by Rosabeth Moss Kanter. Open for comment; 2 Comment(s) posted.
- 20 Feb 2013
- Research & Ideas
Big Deal: Reflections on the Megamerger of American and US Airways
The proposed marriage between American Airlines and US Airways would create the nation's largest airline. Professors Rosabeth Moss Kanter and Stuart Gilson reflect on a megamerger. Open for comment; 0 Comment(s) posted.
- 31 Aug 2011
- Research & Ideas
Improving Fairness in Flight Delays
Airlines and the FAA don't like flight delays any more than passengers, but what's to be done? Assistant Professor Douglas Fearing and colleagues propose a "fairness" system that could save travelers time and service providers millions of dollars annually. Key concepts include: The model could reduce flight delays by 4 percent or more on some of the worst travel days, resulting in a systemwide savings of $25 to $50 million annually. Closed for comment; 5 Comment(s) posted.
- 09 Nov 2009
- Research & Ideas
Come Fly with Me: A History of Airline Leadership
A new book looks at the history of the U.S. aviation industry through the eyes of its entrepreneurs, managers, and leaders—men like Pan Am's Juan Trippe and Southwest Airlines' Herb Kelleher—each emerging at different stages of the industry's evolution from start-up to rebirth. Who comes next? An interview with coauthor Anthony J. Mayo. Key concepts include: While disruptive forces can change an industry, so too can leaders themselves by the manner in which they run their enterprises. Different archetypes of leaders emerged as the U.S. airline industry evolved from start-up phase through deregulation and the shock of September 11, 2001. Airlines seem ripe for a new form of leadership to reenergize the industry. Closed for comment; 0 Comment(s) posted.
- 31 Mar 2008
- HBS Case
JetBlue’s Valentine’s Day Crisis
It was the Valentine's Day from hell for JetBlue employees and more than 130,000 customers. Under bad weather, JetBlue fliers were trapped on the runway at JFK for hours, many ultimately delayed by days. How did the airline make it right with customers and learn from its mistakes? A discussion with Harvard Business School professor Robert S. Huckman. Key concepts include: JetBlue's dependence on a reservations system that relied on a dispersed workforce and the Web broke down when thousands of passengers needed to rebook at once. A crisis forces an organization to evaluate its operating processes rapidly and decide where it needs to create greater formalization or structure. Closed for comment; 0 Comment(s) posted.
- 10 Jul 2000
- Research & Ideas
Performance Hacking: The Contagious Business Practice that Corrodes Corporate Culture, Undermines Core Values, and Damages Great Companies
Performance hacking (or p-hacking for short) means overzealous advocacy of positive interpretations to the point of detachment from actuals. In business as in research there are strong incentives to p-hack. If p-hacking behaviours are not checked, a crash becomes inevitable.