The Baker Library at the Harvard Business School (HBS) has created this all-encompassing portal intended to serve as a reference guide for project finance students, faculty, and researchers. The resources on the site are divided into two main sections. The Research and Publications list is directed at the academic community and includes bibliographies of articles, books and book chapters, and trade magazines, as well as syllabi from business and law school courses from the top schools around the world, case studies, and rating agency information. The other section, Project Finance Links, functions as a standard portal, with over 800 annotated links to related Websites. All references to books, case studies, and articles are linked to the Harvard Business School online catalog for easier access by the HBS community.
Author: Benjamin C. Esty
Source: Harvard Business School (HBS)
Subjects: Finance, Project Management
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The secret about customer service in the new economy isn’t that it’s bad — everyone knows it’s bad. The secret is that it’s harder to deliver good customer service than ever before. Why? Technology, especially in its early days, is always hard. No surprise there. Why would we expect companies that can’t figure out how to run a phone center — talking to real people about problems in their own business — to be really good at using advanced technology to automate the process of taking care of us?
And customers are more demanding. We want good service, quickly. We don’t wait at gas pumps, we’re antsy in ATM lines, and we pay to FedEx things to avoid standing in line at the post office. Companies have created, nursed, and benefited from this impatience. We are victims of it in our own lives. They are victims of it too. It makes providing customer service brutally unforgiving.