Performance Effectiveness →
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
Group dynamics can take a bad turn when a team feels heightened pressure from stakeholders. In this Q&A, HBS professor Heidi K. Gardner explains why performance pressure makes team members do what seems irrational: defer to high-status "generalist" experts while ignoring colleagues close to the client. Key concepts include: Despite mutual respect initially, team dynamics can take a counterproductive turn when the group feels heightened pressure from external and internal stakeholders. When teams experience performance pressure, they usually listen more to high-status "generalist" experts in the group and unintentionally ignore members who know the client organization best. As team members privilege general expertise over customer-specific expertise, they miss out on key information that would improve how they customize and adapt the work for clients—a significant aspect of maintaining ongoing client relationships. Although it is tempting to blame certain individuals when this happens, Gardner's evidence shows that these processes are the responsibility of every team member. Managers can recognize the problem and take concrete steps to avoid it. Ultimately, soliciting everyone's contribution means little unless it is incorporated into the final deliverable for clients. Closed for comment; 0 Comments.
- 16 Aug 2010
- Lessons from the Classroom
HBS Introduces Marketing Analysis Tools for Managers
These tools can help managers make informed decisions on market analysis, breakeven analysis, customer lifetime value, profit and pricing, and analyzing the competitive environment. Interview with Tom Steenburgh. Key concepts include: Immense changes in marketing are driving an increasing need for data analysis. The five HBS-developed tools provide decision-making support for market analysis, breakeven analysis, customer lifetime value, profit and pricing, and analyzing the competitive environment. Open for comment; 0 Comments.
- 09 Jun 2009
- Research Event
Business Summit: Enterprise Risk Management
Risk management is a key to sustained firm growth, says professor Robert S. Kaplan. Key ingredients to a successful risk management program include the proper culture, clear parameters, discipline, measurement, and accountability. Closed for comment; 0 Comments.
- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
Professional service firms are being challenged as never before—by clients, associates, and the competition, just for starters. But old-style PSF leaders are not equipped to respond, says Harvard Business School professor Thomas J. DeLong. He discusses his new book When Professionals Have to Lead. Plus: Book excerpt. Key concepts include: Today's leaders of professional service firms are being overwhelmed by demanding clients, human capital challenges, lack of organizing strategies, and perhaps most of all, unrealistic expectations of the task itself. There is also on ongoing trend to focus on the development of only the highfliers and ignore a vast number of very competent professionals who are the heart and soul of the firm. The integrated leadership model is built on 4 specific dimensions: setting direction, gaining commitment to the direction, executing on the direction, and setting a personal example. Closed for comment; 0 Comments.
- 10 Jan 2008
- Sharpening Your Skills
- 22 Oct 2007
- Research & Ideas
Bringing ‘Lean’ Principles to Service Industries
Toyota and other top manufacturing companies have embraced, improved, and profited by lean production methods. But the payoffs have not been nearly as dramatic for service industries applying lean principles. HBS professor David Upton and doctoral student Bradley Staats look at the experience of Indian software services provider Wipro for answers. Key concepts include: In terms of operations and improvements, the service industries in general are a long way behind manufacturing. Not all lean manufacturing ideas translate from factory floor to office cubicle. A lean operating system alters the way a company learns through changes in problem solving, coordination through connections, and pathways and standardization. Successful lean operations at Wipro involved a small rollout, reducing hierarchies, continuous improvement, sharing mistakes, and specialized tools. Closed for comment; 0 Comments.
- 14 May 2007
- Research & Ideas
The Key to Managing Stars? Think Team
Stars don't shine alone. As Harvard Business School's Boris Groysberg and Linda-Eling Lee reveal in new research, it is imperative that top performers as well as their managers take into account the quality of colleagues. Groysberg and Lee explain the implications for star mobility and retention in this Q&A. Key concepts include: It takes a team. Despite a star's talent, knowledge, experience, and reputation, his or her colleagues make the difference for sustaining top performance. Before considering a career move, carefully evaluate the support you would receive from colleagues even in other parts of the firm. Closed for comment; 0 Comments.
- 05 Jul 2006
- Working Paper Summaries
Creating the Office of Strategy Management
Organizations often fail to execute their strategy—failure rates may range as high as 60 to 90 percent. Successful companies align their key management processes for effective strategy execution. Creating a new corporate-unit level, the Office of Strategy Management (OSM), may help align management processes to strategy. The authors explain, among other topics, OSM core processes, desirable OSM processes, integrative processes, and positioning the OSM. Key concepts include: Strategy management is an emerging profession. Each organization must ask itself: What are we doing to make strategy management a core competency of our organization? Create an Office of Strategy Management, position it at the level of other senior corporate staff offices, and give it responsibility and authority for the nine key strategy management processes. Closed for comment; 0 Comments.
- 24 Apr 2006
- Research & Ideas
Managing Alignment as a Process
"Most organizations attempt to create synergy, but in a fragmented, uncoordinated way," say HBS professor Robert S. Kaplan and colleague David P. Norton. Their new book excerpted here, Alignment, tells how to see alignment as a management process. Closed for comment; 0 Comments.
- 09 Jan 2006
- Research & Ideas
When Benchmarks Don’t Work
Benchmarks have their virtues, but professor Robert S. Kaplan argues they should be saved for surveys of commoditized processes or services. From Balanced Scorecard Report. Closed for comment; 0 Comments.
- 09 Jan 2006
- Research & Ideas
What Really Drives Your Strategy?
For better or worse, why do so many companies veer off their strategic plan? Look for a disconnect between strategy and how resources are allocated, say Harvard Business School’s Joseph L. Bower and Clark G. Gilbert. Closed for comment; 0 Comments.
- 06 Dec 2004
- What Do You Think?
Why Do Managers Fail to Act on Their Predictions?
Important trends are identified as part of nearly every strategic planning exercise. But the efforts to address them too often stop there. How come? Closed for comment; 0 Comments.
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
Managers and employees often dismiss change initiatives as the new flavor of the month. In this Q&A, Professor Michael A. Roberto and Senior Researcher Lynne C. Levesque discuss new techniques to make change stick. Closed for comment; 0 Comments.
- 30 Aug 2004
- Research & Ideas
Mapping Your Board’s Effectiveness
To be effective, board members must understand their company’s strategy. Professor Robert S. Kaplan offers methods for using the Balanced Scorecard and strategy maps to increase board power. From Strategy & Innovation. Closed for comment; 0 Comments.
- 21 Jun 2004
- Research & Ideas
Racial Diversity Pays Off
Diversity has been a buzzword in organizations for at least fifteen years. How much is really known about its effects on performance? HBS professors Robin Ely and David Thomas investigate. Closed for comment; 0 Comments.
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
Don't blame your CRM technology. Be smarter about collecting and using your data, says Jean Ayers in this article from Harvard Management Update. Closed for comment; 0 Comments.
- 07 Jul 2003
- Research & Ideas
4+2 = Sustained Business Success
HBS professor Nitin Nohria along with William Joyce and Bruce Roberson studied 160 companies to look for common management practices that succeed. A hint: Business basics matter. Closed for comment; 0 Comments.
- 14 Apr 2003
- Research & Ideas
Pay-for-Performance Doesn’t Always Pay Off
Paying your employees more for hitting specific targets may backfire, according to HBS professor Michael Beer. As he learned in his study of thirteen pay-for-performance plans at Hewlett-Packard, the unspoken contract may make or break these programs. Closed for comment; 0 Comments.
- 23 Mar 2003
- Research & Ideas
Putting the Project Puzzle Together
How can you maximize the potential of your project portfolio? Read our interview with F. Warren McFarlan, a Harvard Business School professor. Plus: An excerpt from Connecting the Dots: Aligning Projects with Objectives in Unpredictable Times, a new book by McFarlan and Cathleen Benko. Closed for comment; 0 Comments.
When Does a Platform Create Value by Limiting Choice?
Platforms such as video games and smartphones need to attract users, and the best way to do so is to offer more and more applications. Is there ever a point where a platform should limit the variety available? Researchers Ramon Casadesus-Masanell and Hanna Halaburda observe that in many situations users enjoy consuming applications together. When such consumption complementarities are present, users may benefit if the platform limits choice. With fewer applications to choose from, it is easier for users to take full advantage from shared consumption. Key concepts include: Platforms have traditionally encouraged user adoption by providing as many applications as possible. This works because users value having more choices. When users prefer both using many applications and using the same applications as other users (multiplayer video games, for example), they face a trade-off. As it turns out, there is the tendency to use too many applications, a situation similar to a Prisoners' Dilemma: everybody would be better off consuming fewer applications but each user individually has the desire to consume more. By limiting the number of applications, the platform prevents users from consuming too many applications. If there are many applications to choose from, it is less likely that users will purchase the same set. In this case, limiting the number of applications helps the users coordinate on the same set. To limit choice, the platform has a variety of direct and indirect alternatives including imposition of high prices for developers to access the platform or directly restricting the number of applications available. The insight to practitioners is that maximizing the number of applications available is not always the best strategy for platforms. Instead, actively managing the number of applications may result in substantial value creation, which could be captured though access fees. Closed for comment; 0 Comments.