Professor at @HarvardHBS. Studies the operations behind our interactions with service organizations.
Joined March 2009
- Tweets 672
- Following 611
- Followers 2,273
- Likes 5,103
80 Photos and videos
21 Aug 2023
What a wonderful evening. Thank you so much for hosting us!
21 Aug 2023
In July, Harvard Center Shanghai hosted a dinner discussion with @ryanbuell and @eascarza. Buell and Ascarza shared their experiences, insights, discussed their courses and research, and offered advice to admitted students on how to enhance their HBS journey. #HBSGlobal
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17 Jun 2023
That’s a wrap on BOMSI ‘23, the Behavioral Operations Management Summer Institute for doctoral students at @HarvardHBS. Steve Leider and Jordan Tong are the best co-conspirators imaginable, and the future of our field is bright! @INFORMS @PomsSociety #bom
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5 Jun 2023
.@aisharahim30, it was a joy to work with you and your colleagues. Thanks to @HarvardMacy for bringing us together — my first time teaching at @HarvardMed.
5 Jun 2023
Great session with @ryanbuell diving into exploratory phase of design thinking @harvardmacy #HMI #HMILeaders
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24 Apr 2023
This one speaks to me.
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4 Apr 2023
Fixable is a masterclass in how to empathetically diagnose the root causes of workplace problems and how to systematically and collaboratively solve them. The role modeling by @annemorriss and @FrancesFrei is spectacular.
3 Apr 2023
WE ARE LIVE, @FrancesFrei
podcasts.apple.com/us/podcas…
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28 Mar 2023
The 2023 Behavioral Operations Management Summer Institute for doctoral students is coming to @HarvardHBS June 11-15. Steve Leider, Jordan Tong, and I first hosted BOMSI in 2019 at @UMich, and we’re excited for the next one. Join us! Details are here: tinyurl.com/bomsi2023
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16 Mar 2023
Autocorrect just switched vice-versa to vice-Versace. Who does my phone think I am?
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3 Mar 2023
This is super nerdy, and I love it.
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3 Mar 2023
In the same vein -- ChatGPT knows about loss aversion, but it doesn't exhibit it. "I don't have personal feelings or emotions, so I don't experience the sense of consequence that humans do."
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22 Feb 2023
In 2015, I gave a talk at Google. Right before I went on, I saw a magnificent donut with Captain Crunch cereal on top. I passed it up to stay sharp. I’ve regretted it ever since. Until today, when I found the “Oh Captain, My Captain” at @VoodooDoughnut. I ate 2. I regret nothing.
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26 Jan 2023
The operational benefits of shared medical appointments in @Nature.
24 Jan 2023
Scarce capacity. A way out: Shared appts: doc sees many patients w/same ailment at once & each gets 1-1 advice. ↓ waits, ↑ time with doc, shown to ↑ outcomes. @ClevelandClinic uses widely. Trialed @aravind_eyecare tinyurl.com/3sv43w27
@doctorsoumya @nazliSonmez @ryanbuell
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Ryan Buell retweeted
20 Jan 2023
Totally agree. In experiential services, customers served/unit time captures volume. Info exchanged/unit time impacts value. @ryanbuell @nazliSonmez S. Kavitha @RengarajVenkat1 & I find shared medical appointments ↑ info exchanged per minute. Paper at
tinyurl.com/2zfh2auw
15 Jan 2023
Productivity is overrated. What counts most is the quality of output, not the quantity.
People may be impressed by the volume you produce, but impact depends on the value you create.
Success isn't about getting more things done. It's about doing more worthwhile things well.
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11 Jan 2023
Slow checkout lanes! Customers and employees have different needs and preferences. Transparently designing solutions that better meet people where they are can set everyone up for an improved experience.
8 Jan 2023
A Dutch supermarket chain introduced slow checkouts for people who enjoy chatting, helping many people, especially the elderly, deal with loneliness.
The move has proven so successful that they installed the slow checkouts in 200 stores.
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16 Aug 2022
Inclusion is a start, but we can't stop there. How can we ensure people feel safe, welcomed, celebrated, and cherished? @FrancesFrei @annemorriss
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24 Jul 2022
Magic.
24 Jul 2022
Yo-Yo Ma performing a duet with birds in the forest exemplifies what it means to re-entangle ourselves with nature. ✨
aeon.co/videos/yo-yo-ma-perf…
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25 Jun 2022
An ominous and prophetic summary from the dissent: “A State can thus transform what, when freely undertaken is a wonder into what, when forced, may be a nightmare.”
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Ryan Buell retweeted
25 Jun 2022
Let’s channel Frederick Douglass, Gloria Steinem and John Lewis. We are playing the long game, and we will win.
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