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The CEO of UnitedHealthcare on Fixing What Frustrates Customers Most
Customer service Magazine ArticleThe insurer has created a group tasked with understanding individual client problems to develop and scale broader solutions. -
To Scale AI Agents Successfully, Think of Them Like Team Members
Generative AI Digital ArticleJust like your human employees, each AI agent needs a role, a defined scope of authority, approved sources of truth, and clear escalation rules. -
Addressing Gen AI’s Quality-Control Problem
Technology and analytics Magazine ArticleWhat Amazon learned when it automated the creation of product pages. -
The Risks of Botshit
AI and machine learning Digital ArticleDon’t let inaccurate chatbot content harm your business. -
Lessons from the U.S. Navy on Building a Culture of Learning
Organizational transformation Digital ArticleIn 2018, the secretary of defense directed the Navy to increase the number of available F/A-18s from 260 to 341 jets within one year. Here’s how they did it. -
4 Actions to Reduce Medical Errors in U.S. Hospitals
Government policy and regulation Digital ArticleAn estimated 1.2 million patients are harmed each year by preventable mistakes. -
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. -
Creating a Culture of Continuous Improvement
Operations strategy Digital ArticleHow one Wisconsin health system did it. -
How One Hospital Improved Patient Handoffs for the Long Term
Organizational culture Digital ArticleA six-step process helped them engage staff and sustain change. -
U.S. Health Care Reform Can’t Wait for Quality Measures to Be Perfect
Operations and supply chain management Digital ArticleDelaying the move to value-based payment is not an option. -
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. -
Editors' Picks
Business and society Magazine ArticleIt’s the only way to cut waste while improving quality. -
The Employer-Led Health Care Revolution
Public-private partnerships Magazine ArticleMedical outcomes in Portland are improving dramatically—and Intel spearheaded the transformation. -
Creating a Culture of Quality
Organizational culture Magazine ArticleFinancial incentives don’t reduce errors. Employees must be passionate about eliminating mistakes. -
Crafting the Luxury Experience
Business communication VideoRobert Chavez, CEO of Hermes US, explains why employee engagement and an online presence are key. -
Lean Knowledge Work
Operations and supply chain management Magazine ArticleThe “Toyota” principles can also be effective in operations involving judgment and expertise -
Strategies for Learning from Failure
Organizational culture Magazine ArticleWe are programmed at an early age to think that failure is bad. That belief prevents organizations from effectively learning from their missteps. -
How Companies in Emerging Markets Break Out
Business models VideoKrishna Palepu, Harvard Business School dean, explains how multinationals and local companies can win in emerging markets.
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Lean Jets Game
Process management Case Study8.95View Details The Lean Jets Game is an experiential exercise designed to immerse MBA students or executive education participants in a hands-on operational challenge... -
SofMedica Group: Managing Growth
Business education Case Study11.95View Details SofMedica Group had expanded from its origins as a medical equipment distributor in Romania to a holding company with four business lines operating in... -
Account Opening in Blue Bank - Part B: Root Cause Analysis
Operations and supply chain management Case Study5.00View Details The fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi.... -
Account Opening in Blue Bank - Part A: Process Visualization
Operations and supply chain management Case Study11.95View Details The fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi.... -
Maestro Pizza: Coming in Hot!
Competitive strategy Case Study11.95View 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... -
Maestro Pizza (E): Turning up the Heat
Competitive strategy 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... -
Maestro Pizza (H): Making the Best of the Situation
Competitive strategy 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... -
Maestro Pizza (G): Corona, Time for Agility
Competitive strategy 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... -
Maestro Pizza (B): The Competition Awakens
Competitive strategy 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... -
Maestro Pizza (D): This Means War
Competitive strategy 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... -
Maestro Pizza (F): A New Direction
Competitive strategy 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... -
Maestro Pizza (C): Taking the Fight Outside
Competitive strategy 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
Advertising 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... -
Health-Tech Strategy at KG Hospital Part B: Tech Strategy Design and Implementation
Change management Case Study5.00View Details The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and... -
Health-Tech Strategy at KG Hospital Part A: Identification and Prioritization of Key Focus Areas
Change management Case Study11.95View Details The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and... -
Inspiral: A Contrast in Operations Strategies
Operations strategy Case Study11.95View Details One of the first local manufacturers of screw caps in Chile, INESA expanded rapidly in the region. By 2015, the company had achieved almost 55% market... -
Philips: Redefining Telehealth
Consumer behavior Case Study11.95View Details As one of the world's largest healthcare companies, Philips sought to reach beyond the walls of the hospital and expand its hospital-to-home program to... -
Swachh Rail, Swachh Bharat (Clean Railways, Clean India): Adoption of Bio-Toilets by the Indian Railways
Project management Case Study11.95View Details The case describes a complex problem faced by the Indian Railways (IR), a more than 150-year-old public sector enterprise, in India. During the summer... -
Union Square Hospitality Group: Hospitality Included
Change management Case Study11.95View Details In 2015, Union Square Hospitality Group (USHG), helmed by famous restauranteur Danny Meyer, sent shockwaves through the restaurant industry by announcing... -
Exceed: Improving Productivity and Reliability in Delivery of Software Solutions
Operations strategy Case Study11.95View Details This case describes the managerial challenge faced by a mid-size hardware and software services company in determining the course of action that needs...
