Our Work

We conducted a randomized controlled trial involving nearly 700 customer-service representatives (CSRs) in a Canadian government service agency to study whether providing CSRs with performance feedback with or without peer comparison affected their subsequent organ donor registration rates. Despite having no tie to remuneration or promotion, the provision of individual performance feedback three times over one year resulted in a 25% increase in daily signups, compared to otherwise similar encouragement and reminders.

HBHI convened supply chain scholars and industry leaders to discuss how to prevent supply chain interruptions from occurring when the next pandemic invariably arrives.

This symposium focuses on supply chain resilience, an urgent mandate emerging from painful and teachable moments during the COVID-19 pandemic.