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  • 2013
  • Working Paper

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

By: Claire Senot, Aravind Chandrasekaran, Peter T. Ward and Anita L. Tucker
The quality of operational processes is an important driver of performance in hospitals. In particular, processes that reliably deliver both evidence-based and patient-centered care, which we call conformance and experiential quality, respectively, have been argued to... View Details
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Service Operations; Health Care and Treatment; Performance; Outcome or Result; Health Industry
Related
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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  • Forthcoming
  • Article

Dynamic Competition for Customer Memberships

By: Cristian Chica, Julian Jimenez-Cardenas and Jorge Tamayo
A competitive two-period membership (subscription) market is analyzed. Two symmetric firms charge a “membership” fee that allows consumers to buy products or services at a given unit price for both periods. Firms can choose between long- or short-term memberships. When... View Details
Keywords: Competitive Price Discrimination; Membership; Dynamic Competition; Competition; Price; Consumer Behavior; Business Model
Related
  • September 2013 (Revised February 2016)
  • Case

GlaxoSmithKline: Sourcing Complex Professional Services

By: Heidi K. Gardner and Silvia Hodges Silverstein
Pharmaceutical company GlaxoSmithKline (GSK) uses an innovative new approach to procuring outside legal counsel: it replaces relationship-based selection and law firms' traditional time-based billing with data-driven decision making and an online reverse auction. In... View Details
Keywords: Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Change Management; Supply Chain Management; Legal Liability; Business Processes; Legal Services Industry; Legal Services Industry
Related
  • September 1997 (Revised January 1998)
  • Teaching Note

Indianapolis: Implementing Competition in City Services TN

By: William J. Bruns Jr.
Teaching Note for (9-196-099). View Details
Keywords: Competition; City; Indiana
Related
  • January 2015 (Revised March 2015)
  • Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
Related
  • April 1984 (Revised November 1988)
  • Background Note

Statistical Quality Control for Process Improvement

Describes systematic methods for process debugging and improvement, based on statistical quality control. Examples are from manufacturing settings, but techniques are also useful for services and sales, and to quantity improvement as well as quality improvement. View Details
Keywords: Quality; Performance Improvement; Business Processes
Related
  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • 2019
  • Working Paper

Government Technology Policy, Social Value, and National Competitiveness

By: Frank Nagle
This study seeks to better understand the impact that government technology procurement regulations have on social value and national competitiveness. To do this, it examines the impact of a change in France’s technology procurement policy that required government... View Details
Keywords: Social Value; Competitiveness; Government Administration; Information Technology; Acquisition; Policy; Value
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  • March 1994
  • Supplement

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

By: Roy D. Shapiro and Michael D. Watkins
Supplements the (A) case. View Details
Keywords: Telecommunications Industry
Related
  • October 2008 (Revised February 2012)
  • Case

Amazon Web Services

By: Robert S. Huckman, Gary P. Pisano and Liz Kind
Considers the development of Amazon Web Services (AWS), a division of Amazon.com, Inc., specializing in the provision of web-based storage and computing services to web developers. The case focuses on the issues facing Andy Jassy, the head of AWS, in 2008 as AWS faces... View Details
Keywords: Price; Market Entry and Exit; Service Operations; Competition; Diversification; Web Services Industry; Web Services Industry
Related
  • 2006
  • Book

Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis

By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Keywords: Data Envelopment Analysis; Economics; Operations; Mathematical Methods
Related
  • March 1993 (Revised April 1995)
  • Case

IBM After-Sales Service

By: Janice H. Hammond
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Related
  • November 2011
  • Case

Comfort Class Transport: Does Customer Service Need an Overhaul?

By: Michael J Roberts and Paul E. Morrison
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details
Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry
Related
  • September 2000
  • Background Note

Professional Services Module Two: External Strategy for Sustained Competitive Advantage

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
Concerns itself with the strategic dynamics which influence organizations externally. View Details
Keywords: Competitive Advantage; Competitive Strategy; Corporate Entrepreneurship; Business Startups; Business Plan; Service Operations; For-Profit Firms; Power and Influence; Measurement and Metrics; Business Processes; Management Practices and Processes; Management Analysis, Tools, and Techniques
Related
  • 1995
  • Chapter

Contending Views of Quality Management in Health Care: Implications for Competition and Regulation

By: D. Blumenthal and Richard Bohmer
Keywords: Health Care and Treatment; Quality; Governing Rules, Regulations, and Reforms; Policy; Government and Politics; Health Industry
Related
  • 26 Apr 2017
  • Working Paper Summaries

Assessing the Quality of Quality Assessment: The Role of Scheduling

Keywords: by Maria Ibanez and Michael W. Toffel; Service; Service
  • October 1989 (Revised May 1996)
  • Case

Xerox Corp.: Leadership Through Quality (A)

By: Todd D. Jick and Leonard A. Schlesinger
Describes the "Leadership Through Quality" effort undertaken by Xerox in the 1980s. Includes the history of Xerox in the 1970s and its need to make major changes in quality by the 1980s. Most of the remainder of the case details the step-by-step process by which Xerox... View Details
Keywords: Organizational Change and Adaptation; Strategic Planning; Quality; Leadership; Organizational Culture; Service Industry; Service Industry
Related
  • November 1995 (Revised January 1997)
  • Teaching Note

Measure of Delight, A: The Pursuit of Quality at AT&T Universal Card Services (A) TN

By: Robert H. Hayes
Teaching Note for (9-694-047). View Details
Keywords: Telecommunications Industry
Related
  • 03 Feb 2003
  • Research & Ideas

Web Services

Before this can occur, however, issues such as complexity of installation and management, software quality, and cost must be addressed. Some other unsolved problems, Scott added, are quality of service and... View Details
Keywords: by Julia Hanna; Service

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