WEEK 2

 

The e-Service Workforce: Human Nature and Capacity

 

Synopsis

Behind the revolutionary business models are human resources. While the popular press often concentrates on statements of CEOs and VCs, many other humans must be managed for effective and efficient operations. The readings survey the classes of human resources that enable the electronic service operations to succeed.

 

Readings

 

Entrepreneurial Spirit

(R) Coutu, D. L., “Creating the Most Frightening Company on Earth: An Interview with Andy Law of St. Luke’s,” Harvard Business Review, September-October 2000, p. 142-150.

http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R00504

 

Management Issues

(R) Stepanek, M., and J. Reingold, “The Real Killer Legacy is the Cultural Legacy,” Business Week, February 14, 2000.

http://www.businessweek.com/2000/00_07/b3668018.htm

 

(R) Wetlaufer, S., "Who Wants to Manage a Millionaire?" Harvard Business Review, July-August 2000, p. 53-60.

http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R00412

 

E-Service Workers

(R) Couzin, J., “Dot-com Body Count,” The Industry Standard, May 8, 2000

http://www.thestandard.com/article/display/0,1151,14720,00.html

 

(R) Lessard, B., and S. Baldwin, “Introduction,” netslaves, p. 2-12.

http://www.netslaves.com/manual/lesson_05.shtml (The NetSlave Quiz)

http://www.netslaves.com/manual/lesson_02.shtml (Types of NetSlaves)

 

Case

“Entrepreneurs vs. Executives at Socaba.com,” Harvard Business Review, July 2000.

http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R00408

 

Overview

Socaba.com is an online office products company. Started by three college pals who manned the upper management posts, Socaba executives later were convinced to add three “newcomers” – experienced executives – to fill out the remaining management positions. While the positions were filled with talented individuals, the expanded management team never seemed to gel.

Questions

1.   What were the managerial errors committed by the cofounders of Socaba.com? By the “three newcomers”?

2.   What should Socaba’s cofounders do to keep the company on track? What should the “three newcomers do to keep the company on track?