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The mathematical relationships predicting average waiting time as a function of arrival patterns, service time distributions, number and types of servers, and various queue disciplines are well known. In this note, we address the problem of managing queues by managing perceptions of waiting. Basic operations-management principles can easily address issues of fairness: form one line instead of many; apply first-come, first-served principles (unless an "express lane" can be formed in a way that everyone finds fair); do not allow line jumping. Innovative approaches to queue management, though, can alleviate or reverse the boredom and manage expectations, making the process less painful for customers and front-line employees through three mechanisms: (1) eliminating or reducing the wait, (2) managing expectations, and (3) enhancing the experience. We discuss numerous examples of innovative queue management that fit into this framework.

This brief note explores the emerging possibilities of virtual reality and its potential as a gaming platform.

The benefits or harms achieved by a business is determined in part by the choices that business leaders make. One important driver of these choices is a leader's view of the purpose of business. This note: (1) outlines the history of debates about corporate purpose, (2) calls out some myths that persist in the way that people think about corporate purpose, and (3) introduces a view of business called "managing for stakeholders" that has become increasingly influential.

In this note, a chef perceives that a website reviewer is responsible for his slowing business because the reviewer allowed fake reviews about his restaurant to be posted; it follows that the chef would like this behavior to stop.

Behavioural economics, a relatively new branch of study, formally began in the 1980s and has garnered increasing attention from economists and neuroscientists since. Behavioural finance, a subfield of behavioural economics, attempts to explain financial market–related behaviour. This note introduces behavioural finance by providing an overview of fundamental behavioural economic theories and empirical findings, including more recent findings that have expanded the breadth of the field. It also outlines strategies for correcting irrational financial behaviour.

This note describes four broad categories of process architectures and then examines the nature of task assignment that typically would be found in a factory organized along the lines of each process type. It then delves more deeply into work flow policies, materials handling, and line pacing for the assembly line, since this process architecture is so widely used for the mass production of everything from smartphones to automobiles.

This technical note explores the working mechanisms of bundling—the practice of selling two or more separate products or services as one package. The note also explains various types of bundles, including pure bundles, price bundles, and product bundles. The note uses graphical illustrations, analytical techniques, and spreadsheet simulations to discuss the working principles of each bundling type and the economic logic of bundling. Also discussed are the strategic marketing implications of bundling and the relative efficacies of various bundling strategies.

This technical note explores the working mechanisms of bundling-the practice of selling two or more separate products or services as one package. The note also explains various types of bundles, including pure bundles, price bundles, and product bundles. The note uses graphical illustrations, analytical techniques, and spreadsheet simulations to discuss the working principles of each bundling type and the economic logic of bundling. Also discussed are the strategic marketing implications of bundling and the relative efficacies of various bundling strategies.

This technical note provides hands-on instructions for searching, classifying, and obtaining documents from the U.S. Security and Exchange Commission's (SEC) official document repository, EDGAR. It helps students become familiar with the different types and classifications of SEC filings available for public companies registered with the SEC.

Coolness is a quality that is widely desired but not widely understood. While many brands seek to establish themselves as "cool," few have a clear idea of how to get there. In this technical note, we present a general framework for coolness that can be used by consumers and managers alike to better understand how to create an air of cool around themselves, their brand, or their products. Our framework rests on four traits: autonomy, authenticity, attitude, and association, and on the interplay between them. Using this framework, we answer questions such as, "What makes something cool?" "What do cool brands do differently?" and "How can something cool become uncool?" Drawing on the literature surrounding autonomy, identity, norms, and impression formation, as well as real-world examples of best practices and common pitfalls, the note seeks to help students navigate the ambiguous world of coolness. This case is appropriate for use both in a first-year marketing course as well as a higher-level elective with MBAs and executives. This case would be most impactful if taught along with the case "From Heineken with Love: James Bond Product Promotion" (UVA-M-0952); the framework in this note could be applied to expand the discussion in that case.

Overview of theoretical approach of HBS MBA Course "Building and Sustaining a Successful Enterprise"; distinguishing theory based on correlation from theory based on causal driver.

This note explores the mechanics of multiples, different types of multiples, when and how to use them, and common pitfalls associated with multiples valuation. While a multiples approach is a very convenient valuation method, breaking down the underlying assumptions can significantly improve the robustness and power of multiples valuation.

This technical note outlines the process of proper experimentation in the world of business. This reading begins by describing why organizational experimentation is important and then defines a true experiment, highlighting the differences between testing and management by intuition. It then goes on to explain when it is appropriate to use experiments, outlines several different types of experiments, and provides their strengths and weaknesses. Next, the note walks through how to run an experiment, defining the components of experiments and detailing the experimental design process. Finally, it provides preliminary guidance on the analysis of experimental results, focusing on statistical significance, precision, scalability, and sustainability. Ultimately, this reading prepares MBA students and industry professionals alike to become effective designers, analyzers, and proponents of experimentation.

This course is rooted in the belief that there is a large opportunity for creating value and solving large public problems if there are more inventors and builders inside government and more inventors and builders outside government, building for it. The course was created to advance that opportunity. It is designed for students who anticipate founding or joining private startup companies that sell to (or around) government to solve public problems; for students who plan to be extreme innovators inside government; and for students who may lead in different parts of the connected ecosystem, as investors, advisors, etc.

This note introduces students to the basics of bonds and the time value of money through the simplest of financial contracts-the zero-coupon risk-free bond contract. The note covers the concepts of present value, yield to maturity, and bond pricing conventions. The note is appropriate as a companion for the Bond Trader simulation. A demo for this simulation is available at https://forio.com/simulate/darden/bond-trader-demo/.

This technical note explores how advancements in technology are fundamentally transforming how consumers interact with mobility. Transformation is being driven by three independent trends: the emergence of affordable electric vehicles, the development of autonomous vehicles and the growth of modernized ride sharing. When integrated, these trends create a transportation model which utilizes a fleet of autonomous, electric vehicles which are not privately owned to provide cheaper, safer and "greener" travel to more consumers, more often. The potential economy-wide disruptions caused by this transportation system are enormous. How will car manufacturers adapt when vehicle sales plummet as shared, autonomous vehicles increase vehicle utilization and provide greater mobility with a fraction of the number of cars currently on the road? How will oil companies react to falling oil demand caused by the increased adoption of electric vehicles? What are the income inequality ramifications of significantly increased disposable income? How will governments deal with large increases in unemployment as autonomous cars replace professional human drivers? Before disruption occurs, corporate leaders must be prepared to usher their organization through a phase of transformational change; but change is hard. The note ends with a discussion on how to build and lead a successful ambidextrous organization.

Non-profit governance at its core is very different from for-profit governance. Certain aspects of non-profit governance are widely pervasive across all non-profits, while all others are idiosyncratic to specific sub-groups of non-profits. After identifying these commonalities, this paper focuses on specific factors which make non-profit governance particularly nuanced and complicated in specific situations.

Behavioural economics, a relatively new branch of study, formally began in the 1980s and has garnered increasing attention from economists and neuroscientists since. Behavioural finance, a subfield of behavioural economics, attempts to explain financial market-related behaviour. This note introduces behavioural finance by providing an overview of fundamental behavioural economic theories and empirical findings, including more recent findings that have expanded the breadth of the field. It also outlines strategies for correcting irrational financial behaviour.

This note contains some tips and best practices that drive effective nonprofit boards. The note will also examine the key responsibilities of nonprofit boards, and identify gaps in the effectiveness of these boards.