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Show Results For
-
All HBS Web
(12,217)
- People (21)
- News (3,785)
- Research (7,001)
- Events (60)
- Multimedia (59)
- Faculty Publications (5,702)
- Research Summary
Quality in Service Operations
Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,...
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- June 2020 (Revised August 2020)
- Supplement
Vanguard Retail Operations (B)
By: Willy C. Shih and Antonio Moreno
The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...
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Keywords:
Pooling;
Generalist Model;
Specialist Model;
Service Operations;
Management;
Financial Services Industry;
United States
Shih, Willy C., and Antonio Moreno. "Vanguard Retail Operations (B)." Harvard Business School Supplement 620-105, June 2020. (Revised August 2020.)
- March 2006 (Revised April 2008)
- Module Note
Conceptualizing the Customer Operating Role
By: Frances X. Frei
The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring...
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Keywords:
Customers;
Performance Efficiency;
Perspective;
Management Analysis, Tools, and Techniques;
Service Operations
Frei, Frances X. "Conceptualizing the Customer Operating Role." Harvard Business School Module Note 606-032, March 2006. (Revised April 2008.)
- February 2020
- Course Overview Note
Managing Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Managing Service Operations." Harvard Business School Course Overview Note 620-090, February 2020.
- Fast Answer
Managing Global Operations
Use these resources to jump start your MGO course project. We encourage you to fully utilize Baker Library Services for in-depth project research support. I need to learn more about… Databases...
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- TeachingInterests
Technology and Operations Management
This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details
- May 1998
- Teaching Note
Concept of Operations Strategy,The TN
By: Gary P. Pisano
Teaching Note for instructors in teaching Operations Strategy.
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- 2022
- Book
Tutorials in Operations Research: Emerging and Impactful Topics in Operations
By: Mabel Chou, Hise O. Gibson and Bradley Staats
Chou, Mabel, Hise O. Gibson, and Bradley Staats, eds. Tutorials in Operations Research: Emerging and Impactful Topics in Operations. Catonsville, MD, USA: Institute for Operations Research and the Management Sciences (INFORMS), 2022.
- June 2020 (Revised May 2022)
- Case
Vanguard Retail Operations (A)
By: Willy C. Shih and Antonio Moreno
The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or...
View Details
Keywords:
Pooling;
Generalist Model;
Specialist Model;
Operations;
Service Operations;
Management;
Job Design and Levels;
Financial Services Industry;
United States
Shih, Willy C., and Antonio Moreno. "Vanguard Retail Operations (A)." Harvard Business School Case 620-104, June 2020. (Revised May 2022.)
- 2021
- Working Paper
Kidney Exchange: An Operations Perspective
By: Itai Ashlagi and Alvin E. Roth
Many patients in need of a kidney transplant have a willing but incompatible (or poorly matched) living donor. Kidney exchange programs arrange exchanges among such patient-donor pairs, in cycles and chains of exchange, so each patient receives a compatible kidney....
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Ashlagi, Itai, and Alvin E. Roth. "Kidney Exchange: An Operations Perspective." NBER Working Paper Series, No. 28500, February 2021.
- 01 Jun 2024
- News
Redefining How Businesses Operate
In her LinkedIn profile, Rebecca Hu (MBA 2023) describes herself as a “biologist-turned-technologist obsessed with building great software products.” A product manager at the language learning app Duolingo, Hu immersed herself in electives and activities centered...
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Keywords:
Jennifer Gillespie
- December 2022 (Revised February 2023)
- Case
Akooda: Charging Toward Operational Intelligence
By: Christopher T. Stanton and Mel Martin
The Akooda case describes the challenges confronting founder and CEO Yuval Gonczarowski (MBA ‘17) in 2022 as he attempts to boost sales. Launched in November 2020, Akooda was an AI company that mined 20 different sources of digital data, from tools like Slack, Google...
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Keywords:
Data Mining;
Productivity;
Monitoring;
Data Analysis;
AI and Machine Learning;
Knowledge Management;
Operations;
Problems and Challenges;
Employee Relationship Management;
Information Technology Industry;
Technology Industry;
Information Industry;
Boston;
Israel
Stanton, Christopher T., and Mel Martin. "Akooda: Charging Toward Operational Intelligence." Harvard Business School Case 823-018, December 2022. (Revised February 2023.)
Personal Relationships and Enforcement of Management Controls: An Analysis of Punishments for Perpetrators of Economic Crimes
To explore how companies enforce management control systems, we examine whether social relationships influence the severity and consistency of punishments for main perpetrators of corporate economic crimes. We find wide variation in rates of dismissal and...
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- TeachingInterests
Technology and Operations Management (TOM)
By: Willy C. Shih
This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details
- Research Summary
Flexibility, Information Technology and Operations
Upton is now examining the role of Information Systems in determining long-term operational effectiveness. As Corporate Information Systems have become increasingly monolithic, the dangers of long-term inflexibility loom large. In manufacturing/operations, the...
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- fall 2008
- Article
Toward a Theory of Behavioral Operations
By: Francesca Gino and Gary P. Pisano
Human beings are critical to the functioning of the vast majority of operating systems, influencing both the way these systems work and how they perform. Yet most formal analytical models of operations assume that the people who participate in operating systems are...
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Keywords:
Management Systems;
Operations;
Mathematical Methods;
Behavior;
Cognition and Thinking;
Perspective;
Theory
Gino, Francesca, and Gary P. Pisano. "Toward a Theory of Behavioral Operations." Manufacturing & Service Operations Management 10, no. 4 (fall 2008): 676–691.
- Research Summary
Managing Service Operations Course Development
By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS.
Over thirty cases and exercises have been created for the course. For a list of
the cases developed for this course, please see the Publications link below.
For the most recent syllabus,...
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- September 2021
- Article
Kidney Exchange: An Operations Perspective
By: Itai Ashlagi and Alvin E. Roth
Many patients in need of a kidney transplant have a willing but incompatible (or poorly matched) living donor. Kidney exchange programs arrange exchanges among such patient-donor pairs, in cycles and chains of exchange, so each patient receives a compatible kidney....
View Details
Keywords:
Kidney Exchange Programs;
Matching;
Health Disorders;
Health Care and Treatment;
Programs;
Design
Ashlagi, Itai, and Alvin E. Roth. "Kidney Exchange: An Operations Perspective." Management Science 67, no. 9 (September 2021): 5455–5478.