The Outside-In Approach to Customer Service

Is your enterprise resilient or rigid? In this Q&A, HBS professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, describes how companies can evolve through four levels to become more customer-centric. Plus: book excerpt from Reorganize for Resilience: Putting Customers at the Center of Your Business.

The ‘Luxury Prime’: How Money Changes People

Does money change everything? If not everything, it does seem to have an important effect on human cognition and decision-making, according to new research on a link between luxury goods and self-interest. Could such insights help rein in Wall Street? Roy Y.J. Chua of Harvard Business School discusses findings from his work conducted with Xi Zou of London Business School.

The Silo Lives! Analyzing Coordination and Communication in Multiunit Companies

A new Harvard Business School working paper looks inside the communications “black box” of a large company to understand who talks to whom, and finds the corporate silo as impenetrable as ever. Q&A with professor Toby E. Stuart.

Adding Time to Activity-Based Costing

Determining a company’s true costs and profitability has always been difficult, although advancements such as activity-based costing (ABC) have helped. Professor Robert Kaplan and Acorn Systems’ Steven Anderson offer a simplified system based on time-driven ABC that leverages existing enterprise resource planning systems.