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Ebola: Managing to Save Lives
IESE InsightArticle ART-2676-EService and Operations ManagementA year after the outbreak of Ebola in West Africa in March 2014, health-care experts are cautiously optimistic that the epidemic appears to be slowing. Although the outlook is brighter than a year ago when the first case was detected in Guinea, there is still a long way to go and many lessons to be learned in managing a crisis of this scale, related to institutional shortfalls, international coordination, engagement with local stakeholders and, m...Starting at €8.20
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Using Gifts and Trees to Make Recyclers of Indian Consumers
Bakaya, Ambrish; O'Connell, AndrewArticle HBS-R0909G-EService and Operations ManagementRapid advances in technology and enormously increased numbers of cell phones in use in emerging markets give urgency to Nokia's newly launched effort to expand its worldwide phone-recycling initiatives. Ambrish Bakaya explains, in this interview with HBR associate editor Andrew O'Connell. This HBR Spotlight article offers a framework for determining your company's green opportunities and an overview of what other organizations are doing with cle...Starting at €8.20
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Mumbai's Models of Service Excellence
Thomke, StefanArticle HBS-R1211K-EService and Operations ManagementThink you need exceptional employees, advanced IT, or rigid controls to build a high-performance organization? The dabbawalas of Mumbai prove otherwise. Six days a week, these 5,000 self-managed, semiliterate workers deliver upwards of 130,000 lunches from customers' homes to their offices with astonishing precision--negotiating the crowded city by train, bicycle, and handcart, without the aid of any technology or even cell phones. The 100-year-o...Starting at €8.20
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When Failure Looks Like Success
Zolli, Andrew; Healy, Ann MarieArticle HBS-F1104Z-EService and Operations ManagementEfforts to bring clean water to Bangladesh by installing tube wells appeared to be a huge success, but over time they led to epic failures: widespread arsenic poisoning, a rise in crime and prostitution, a projected increase in diarrheal diseases as villagers resume using groundwater. Due to the highly graphical nature of the Vision Statement, we offer this reprint in color, PDF format only. We recommend printing it out in color to maximize its ...Starting at €8.20
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Ébola: cuando una buena gestión salva vidas
IESE InsightArticle ART-2676Service and Operations ManagementEl ébola se ha cobrado más de diez mil víctimas en apenas un año y durante varios meses la epidemia amenazó con extenderse sin control por todo el mundo. ¿Cuáles han sido los principales errores y escollos en la gestión de la crisis?Starting at €8.20